4 / 5 126 reviews

Who Uses This Software? is the all-in-one customer service app for small businesses and fast-growing companies.

Average Ratings

126 reviews
  • 4 / 5
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service
  • 4 / 5
  • 4 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • Founded 2009

About This Software

Provide world class help desk support with, the all-in-one customer support software for fast growing companies. collects and organizes all of your customer conversations (Facebook, Twitter, Gmail, chat) into a prioritized actionable list, and gives your business simple tools to effectively respond to your customers. Take control of your customer support! Request a demo with one of our experts to learn more or sign up for a Free trial to get started.

  • 360 Degree Feedback
  • Action Management
  • Activity / News Feed
  • Activity Tracking
  • Advertising Management
  • Agent Scheduling
  • Alerts / Escalation
  • Analytics
  • Appointment Management
  • Approval Process Control
  • Artwork Management
  • Asset Management
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Customer Notices
  • Availability Management
  • Behavior Driven Rules
  • Billing & Invoicing
  • Blended Call Center
  • Blogs
  • Bounce Tracking
  • Business Process Automation
  • CAN SPAM Compliance
  • Call Center
  • Call Logging
  • Call Me Option
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Capacity Monitoring
  • Case Management
  • Catalog Management
  • Cataloging / Categorization
  • Category Management
  • Change Management
  • Channel Management
  • Chat
  • Click-Through Tracking
  • Co-Browsing
  • Collaboration
  • Community Forums
  • Complaint Classification
  • Complaint Monitoring
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Content Moderation
  • Contract / SLA Management
  • Contract Management
  • Corrective Actions (CAPA)
  • Custom Survey URLs
  • Customer Accounts
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Support Tracking
  • Customer Survey Creation
  • Customizable Dashboard
  • Dashboard
  • Data Analysis Tools
  • Data Management
  • Data Recovery
  • Discussion Boards
  • Discussions / Forums
  • Document Management
  • Drip Campaigns
  • Email Archiving
  • Email Distribution
  • Email Marketing
  • Email Monitoring
  • Email Response Control
  • Embeddable Survey
  • Escalation Management
  • Event Calendar
  • Event Logs
  • Event Management
  • Event Monitoring
  • Event Triggered Email
  • FAQ
  • Feedback Collection
  • Feedback Management
  • File Sharing
  • Forms Creation
  • Forms Management
  • Fraud Prevention
  • Fulfillment Distribution
  • Full Text Search
  • Geo Targeting
  • Graphical Workflow Editor
  • Group Management
  • Guided Problem Solving
  • Hardware Inventory
  • Help Desk
  • Help Desk Management
  • Historical Audit
  • IT Asset Management
  • IT Budgeting
  • IT Service Desk
  • IVR / Voice Recognition
  • Ideation / Crowdsourcing
  • Image Library
  • Inbound Call Center
  • Inbox / Queue Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Tracking
  • Kiosk Survey
  • Knowledge Base
  • Knowledge Database
  • Knowledge Management
  • Known Issue Management
  • Lead Management
  • Lead Scoring
  • License Management
  • List Management
  • Live Chat
  • Loyalty Program
  • Mailing Frequency Limits
  • Mailing List Management
  • Manual Dialer
  • Marketing Automation
  • Member Directory
  • Membership Management
  • Messaging
  • Mobile Process Management
  • Mobile Survey
  • Multi-Channel Collection
  • Multi-Store Management
  • Multi-Variate Testing
  • Multiple Brands / Products
  • Multiple Question Types
  • Multiple Scripts
  • Newsletter Management
  • Offline Form
  • Offline Response Collection
  • Online Survey
  • Order Management
  • Outbound Call Center
  • Paper Survey
  • Patch Management
  • Performance Metrics
  • Persistent Chat
  • Phone Key Input
  • Phone Survey
  • Photo Management
  • Predictive Dialer
  • Premise-Based Call Center
  • Privacy Options
  • Proactive Invitations
  • Problem Management
  • Product Catalog
  • Product Configurator
  • Product Reviews
  • Progressive Dialer
  • Project Management
  • Promotions Management
  • Quality Assurance Management
  • Quality Management
  • Question Branching
  • Question Library
  • Queue Manager
  • Quotes / Proposals
  • Recurring Issues
  • Referral Tracking
  • Release Management
  • Remote Access
  • Request Escalation
  • Resource Management
  • Response Management
  • Returns Management
  • Rich Text Editor
  • Risk Management
  • Role-Based Permissions
  • Routing
  • SEO Management
  • SLA Management
  • Sales Forecasting
  • Sales Pipeline Management
  • Scheduling
  • Search
  • Secure Login
  • Self Service Portal
  • Self-Learning
  • Sentiment Analysis
  • Service Catalog
  • Service Desk Management
  • Service Reporting
  • Shared Inboxes
  • Shopping Cart
  • Shortcut Messages
  • Signature Management
  • Site Intercept Survey
  • Skip Logic
  • Social Media Management
  • Social Media Monitoring
  • Software Inventory
  • Spam Blocker
  • Spam Check
  • Subscribe / Unsubscribe
  • Subscription Services
  • Supports Audio / Images / Video
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Templates
  • Templates / Themes
  • Territory Management
  • Text Analysis
  • Text to Speech
  • Ticket Management
  • Transfers / Routing
  • Trend Analysis
  • Trouble Ticketing
  • Unsubscribe Database
  • User Activity Monitoring
  • User Profiles
  • Video Chat
  • Video Management
  • Virtual Call Center
  • Visitor Targeting
  • Voice Customization
  • Voice Mail
  • WYSIWYG Email Editor
  • Website Management
  • White Label Branding
  • Whitelisting / Blacklisting
  • Wiki
  • Work Order Management
  • Workflow Management
  • XML / RSS Latest Reviews

Automatically translated. Show original review

One of most popular help desk solutions is

4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: If you are thinking about choosing as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money.
Email to Ticket Conversion
Knowledge Base
Self Service Portal
Multiple Service Level Agreement policies
Automations – Ticket routing, scenario automations
Multi-channel support, including Facebook & Twitter
Community Portal with Idea Management & Voting
Multi-product/multi-brand Support
Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
Multi-language & multi-time zone support
Satisfaction Surveys
Leaderboard & gamification
Support Channels
Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than in this area as it offers ticket support in addition to phone support, while offers only phone support.
Canned Responses
Both Freshdesk and provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution.
Third-Party Integrations
Both and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps.
Devices Supported
Both Freshdesk and support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.
Customizations Available
Freshdesk beats in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, offers customization of fields only.

Cons:’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Automatically translated. Show original review

Do Not Assume Anything

4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money

Comments: The best advice that I can give to a company considering purchasing Salesforce's is to document every single expectation and need regarding a CRM tool. Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not. Examples:
List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page
Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time
Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables
Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes. Desk Connect can and has been turned off by for all customers without first ensuring this is okay with the customer, interrupting daily business on a large scale. It is also extremely easy to break or surpass its capabilities of Desk Connect to the point that any modification, regardless of size, made to your Salesforce org must be communicated to Desk to ensure that Desk Connect will continue to function as expected. If you are a small-scale organization/team with very basic case tracking and reporting requirements capable, Desk may very well be the answer for you. But you still better be prepared with extensive documentation of all requirements and expectations for a tool like Desk, no matter how small or obvious they may be.

Pros: Simple UI
Simple workflow building and management

Cons: Extremely limited in its capabilities
Desk Support reps are not thorough when reading emails
ETA's on fixes/patches pushed back for months