Freshdesk is a helpdesk tool that allows businesses to handle customer queries and resolve complaints through a ticketing system. We compiled Freshdesk reviews from our own website plus user reviews from around the web to determine what Freshdesk customers think about the company. We also compared the most popular pricing options for small business owners.
Freshdesk Customer Reviews
Ease of Use: Good
Customer Service: Good
Summary of User Reviews
We scoured hundreds of reviews and found that Freshdesk has generally positive ratings. Here’s what we found:
What Freshdesk does well:
According to users who left positive reviews, Freshdesk has a very intuitive and user-friendly interface. People who trained their employees on how to use the system said that it only took minimal training before they got the basics down.
What Freshdesk does not do well:
Freshdesk users who left negative reviews said that while the program itself was okay, it’s customer service wasn’t. There were several complaints about Freshdesk’s customer service team, including language barriers, and getting transferred repeatedly from one support department to another.
Most Helpful Positive User Review
“Easiest most expandable/contractible CRM system you will ever use. We can easily hook up new employees to become agents and start servicing tickets and receiving calls in a matter of minutes.”
— Daniel Mc
Most Helpful Negative User Review
“We integrated Freshdesk for a customer of ours back in February and as of now, I’m not sure that I would recommend it to anyone. While the screenshots and marketing seem to do a great job at getting you in the door, I’ve found that there are much better offerings for less. Support gave us the runaround. Many times we had to contact their support and no one wanted to take ownership of the issue. We kept getting the runaround and it wasted lots of our time.”
— Bryan Dent
Other Freshdesk User Reviews From Around the Web
Here are a few other resources for finding helpful Freshdesk customer reviews. We rated the review sites on a scale from poor to excellent based on how trustworthy and useful the reviews seemed.
*Average rating as of date article was written: Feb. 7, 2017
How We Determined Quality of User Review Websites
- G2 Crowd has excellent quality reviews from verified users, and asks specific questions that most respondents gave well thought out answers to. Not all reviews are organic though, and some come from reviewers invited by the company to review their product in exchange for an incentive. This is noted next to the review.
- TrustRadius asks its reviewers to give the pros and cons about the service, as well as any additional comments or recommendations about it. This ensures that each review is not only informative, but free of extreme biases.
- PC Mag does not have customer reviews; instead, the product is tested by their staff, who writes an in-depth review on it. Although we only see one or two people’s viewpoints in the review, the website’s reviews are usually very comprehensive and covers points that customer reviews might miss.
|Pricing per month||Free (unlimited agents)||$25 per agent||$44 per agent|
|Social Media Channel||Basic Twitter and Facebook Channels||Advanced Twitter and Facebook Channels||Advanced Twitter and Facebook Channels|
Freshdesk has 5 plans which range in price from $0 to $99 per agent per month. We decided to include the three plans which we feel are the best options for small businesses. All plans give small businesses the ability to handle customers through email and phone channels.
As you advance through their plans, you get more and more access to different channels, so your business can be accessible on several platforms. For example, on the Blossom plan, you can get the full range of services for social media platforms like Facebook and Twitter. On the Garden plan, you can also accept inquiries and complaint tickets through a live chat channel and through community forums.
Best Pricing Option for Small Business Owners
The Sprout plan is the best option for small businesses because you can take advantage of Freshdesk’s email and phone channel support features without paying for anything. Also, there’s no user limit on the free plan, so you aren’t forced to upgrade once your business starts growing.
Since most new and small businesses frequently contact their customers via phone or email, the Sprout plan is enough. Although its social media features are not as fleshed out as the Blossom plan, you can still communicate with your customers through Facebook and Twitter.