Freshdesk: Pros And Cons Of A Popular Help Desk Software in 2024

Freshdesk is one of the most popular help desk software solutions on the market. What makes it such a reliable service? In this article we’ll try to answer that question by discussing the most important Freshdesk pros and cons. We hope our analysis helps you decide whether this service is a right help desk solution for your company or if you should go and look for another alternative.

If you are looking for a good quality help desk system for your company, you don’t have to look beyond Freshdesk. After a thorough examination of the app our experts have no doubt that Freshdesk is currently the best help desk software on the market. The vendor offers a great freemium plan for up to 3 users and provides an excellent free trial plan that allows you to try out all the key features on your own. You can easily sign up for Freshdesk free trial here.

Below we’ll go over all major features of Freshdesk and analyze all the pros and cons involved. If you need a more comprehensive look at its functionalities you can also read our Freshdesk reviews.

Freshdesk

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Overview of Freshdesk Advantages

What Users Like Best About Freshdesk

Freshdesk allows users to automate and monitor necessary workflows in IT. Its Google Apps plugins offer additional services without clients needing to change any touch points. Plus, it is a smooth process to transition to Freshdesk and start working on it. With this app, your customers can access their ticket status and ticket history, and give ratings. The software also offers the necessary metrics to help you get insight on the effectiveness of your help desk processes.

Freshdesk is a better option than handling support through email. The app keeps responses from customers together and offers useful features for sharing support responsibilities with other agents. The “Solutions” section is helpful to customers and the solutions can be easily linked or added to customer responses. It helps to provide a coordinated response to customer questions, general feedback, endorsements, and queries for product information.

Both agents as well as customers find this service easy to use. The customer portal is simple and uncluttered, and easy for customers to register and submit issues to. Customization enables corporate branding, and offers fine tuning and multiple layouts. Companies have found an improvement in customer satisfaction after using Freshdesk which provides a simplified way to provide top rate customer support.

Here’s how part of Freshdesk UI looks like

Email

The app gives your inbox a team-wide support by placing all your agents on board a single panel with status updates of all customer emails. Agents can collaborate, help each other, and ensure all emails are addressed. The app will also prevent two agents from responding to the same customer with the app’s proactive agent-collision detection feature.

Ticketing

You can label tickets quickly and accurately, and route them immediately to the right agent for fast response and resolution. It’s also possible to customize your fields and tickets according to your business needs in a snap.

Automations

You can automate your customer support from dispatching tickets to resolution, and make sure everything is categorized, assigned, and prioritized correctly.

Social

The tool allows you to monitor customer posts about your product in social media and respond to issues that can escalate, or build on opportunities to promote your service or product. The service also offers your support team greater visibility across social channels.

Knowledge Base

The app will help your new agents give the right answers. It intuitively suggests answers from your knowledge base based on customer queries. It will also help your customers find the right answers for themselves with the self-service portal. This will allow you to significantly reduce your workload.

Community

You can build a community of interested customers by creating a section on shared best practices, advice, and useful tips, and encourage an exchange of ideas among them.

Time-tracking

The app allows you to monitor your agents’ turnaround time for each customer, and identify trends, patterns, obstacles, and opportunities to improve your support.

Multi-product Support

You can set up a top rate support system across multiple of your products. You get one solution for different brands.

Global support

The app offers customer support across different time zones and languages with a variety of language and global time features.

Insights

The app will use drill-down tools to give you a comprehensive overview of your support to get to the root. You can also use the Customer Satisfaction Survey to obtain customer feedback to measure your support performance.

Game Mechanics

Freshdesk lets you inspire your agents with game-based mechanics that keeps track of their performances.

Integrations

The app has built-in integrations with more 35 platforms and business apps including: Zapier, Google Apps, Google Contacts, MailChimp, SurveyMonkey, Olark, Jira, Screenr, Shopify, FreshBooks, LogMeIn Rescue, SugarCRM, Salesforce etc.

Multi-Channel Support

You are engaging customers on email and phone, and they share their opinions about your product on social media. This means your support needs to be proactive to engage them in all these areas. You can use the app to support your customers on phone, email, Facebook, Twitter, and your website – all from a single place. You can use Freshchat, a live chat solution, and Freshfone, the app’s integrated voice telephony system, to provide instant answers to customer queries.

Flexible Pricing Plans

Freshdesk offers flexible pricing plans to suit organizations of all sizes – from startups to enterprises. You can find more information on the Freshdesk cost here. Pricing starts with the freemium Sprout plan which is offered free for up to 3 agents, and the cheapest paid plan starts at $16 agent/month. All plans offer a free trial that allows you to test their service before you decide on a paid plan. You can easily sign up for Freshdesk free trial here. 

Freshdesk Pros Pointed Out by Actual Users

• It’s easy to use – you can set it up easily and get started in just a couple of minutes.
• Since the app is web-based, users do not have to undertake the hassle of maintaining a server. They can get regular updates on recent features and functionalities.
• It is highly flexible and customizable in terms of integration and functionality.
• The vendor offers reliable technical support and their helpful agents are quick to resolve if you have problems with any function.
• It stores a large amount of information, including FAQs, which helps new users resolve issues on their own.

Freshdesk Cons

A few users have pointed out some minor issues with the software. For example, the reporting module can be improved and the premium packages can be a bit expensive per agent. But, its high-quality features and benefits means the cost is well worth it.

Bottom Line

Our detailed analysis of Freshdesk pros and cons shows that it is currently the best help desk solution available on the market. If you’re looking for a solid help desk solution with a wide range of features and an easy-to-master interface you can’t go wrong with Freshdesk. You can easily find out why this software is so great by testing the tool on your own with their free trial plan. If you want to check the app’s features on your own you can sign up for Freshdesk free trial here.

Key Insights

• User-Friendly Interface: Freshdesk is highly praised for its ease of use, allowing users to set up and get started quickly without technical support.
• Automation and Workflow Management: The software excels in automating and monitoring IT workflows, reducing manual tasks, and ensuring efficient ticket routing and resolution.
• Comprehensive Multi-Channel Support: Freshdesk provides support across various channels including email, phone, social media, and live chat, consolidating all interactions in one place.
• Customization and Integration: Users benefit from extensive customization options and seamless integration with over 35 platforms and business apps, enhancing its flexibility and functionality.
• Customer Satisfaction Tools: Features like the Knowledge Base, Community Portal, and Customer Satisfaction Surveys help improve customer support quality and satisfaction.
• Flexible Pricing Plans: Freshdesk offers a range of pricing plans, including a freemium option for small teams, making it accessible to organizations of all sizes.
• Global Support: The app supports multiple languages and time zones, making it suitable for global operations.

FAQ

1. What makes Freshdesk a user-friendly help desk solution? Freshdesk is designed with a simple, intuitive interface that allows users to quickly set up and start using the software. Its ease of use is complemented by comprehensive training resources and a supportive user community.
2. How does Freshdesk automate workflows and ticket management? Freshdesk automates various customer support tasks such as ticket routing, categorization, and prioritization. This ensures that tickets are assigned to the appropriate agents promptly and handled efficiently.
3. Can Freshdesk support multiple communication channels? Yes, Freshdesk consolidates support across multiple channels including email, phone, social media (Facebook and Twitter), and live chat. This multi-channel support ensures that customers can reach out through their preferred methods.
4. What integrations are available with Freshdesk? Freshdesk integrates with over 35 platforms and business applications such as Google Apps, Salesforce, MailChimp, and Zapier. These integrations enhance its functionality and allow for seamless operations with other business tools.
5. Is Freshdesk customizable to fit specific business needs? Freshdesk offers extensive customization options, allowing businesses to tailor the software to their specific needs. Users can customize ticket fields, automate workflows, and adjust the user interface to match their branding.
6. What are the pricing options for Freshdesk? Freshdesk offers a variety of pricing plans to suit different organizational sizes and needs. It includes a freemium plan for up to 3 agents and paid plans starting at $16 per agent per month, all of which come with a free trial.
7. How does Freshdesk help improve customer satisfaction? Freshdesk features a Knowledge Base and a Community Portal where customers can find answers and share best practices. Additionally, Customer Satisfaction Surveys provide valuable feedback to help businesses measure and improve their support services.
8. Does Freshdesk provide support for global operations? Yes, Freshdesk supports multiple languages and time zones, making it an ideal choice for companies with a global customer base. This ensures consistent support quality regardless of the customer’s location.
9. What are the main advantages of using Freshdesk over email-based support? Freshdesk offers a more organized and efficient approach to customer support compared to email. It consolidates all customer interactions in one place, provides tools for collaboration among agents, and offers automation features to streamline workflows.
10. What are some common drawbacks of Freshdesk mentioned by users? Some users have noted that the reporting module could be improved and that the premium plans can be expensive. However, the extensive features and benefits of Freshdesk often justify the cost for many users.

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.