Freshdesk Reviews & Product Details

Freshdesk has so much to customize and build out to be unique to my business needs, and it's really intuitive to use.

It's difficult if not impossible to connect the Freshdesk service to our backend to have order information communicate between the two systems.

Our Customer and Order Support teams use Freshdesk to manage our incoming email queues and keep all of the information about an order or a question centralized for all Agents, Watchers, and Ticket Collaborators. Child Tickets allow us to keep conversations with customers separate from conversations with vendors while keeping the conversations connected to the related order.

When you start with your business, you try to save the most money , freshdesk has helped me with that, you get it for free in start and it does come with all the essentials you will need.

Features can be put as add on rather than making ya upgrade to a whole pricing plan.

For us , it’s solving the main thing of customer support which is what we need.

Freshdesk provides very useful features with multiple support channels including live chat, email, phone and social media. Furthermore, it is a cloud base software that is easy to use with smart automation features to ensure things are done smoothly and faster which enables more efficient business processes for a better customer engagement and experience.

I think it's a bit expensive per agent/user if you want to upgrade your reporting module in Freshdesk. Good thing is that we can test Freshdesk wide range of features using their free trial plan firsthand before deciding whether the cost for the upgrade is necessary or not for the business.

Freshdesk let our employees automate and monitor some of our process workflows. Furthermore, it is a better option than handling support via email. With Freshdesk, our customers can access their ticket status and ticket history and even gives their feedback and rating which provides a simplified way to top-rate customer support.

Customer support made easy. Deliver fast and consistent customer service across email, phone, chat, WhatsApp Business, and other social media channels from a single view. We are getting good insights for our brand.

extend more desktop features to the mobile app client. There are some restrictions where you need automation and sometimes there is just no way to achieve what you need. I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.

We are handling our customer projects for creating the e-commerce website and from that, we are able to track the internal team efforts. We are able to track the team performance as well.

The UI is really great with all the tools exactly at the right places. Customer support even for small businesses is really good, they usually solve tickets quickly.

Not every type of API is available here and they simply deny making one if we want them.

Managing bookings using ticket management system. Maintaining transparency with employees about their work.

the tools and wide reach of offerings, helpful other party integrations. Freshdesk is once of the best CRM in market

pricing is a little on the higher side. but the tools and services are unmatchable.

The tool's multi-functional chat window makes the agent's life easy.

The fact we have everything easily distributed by departments and how we have followups set automaticly.

That needs to sync better with fresh connect.

Basically all the Operation of our company.

It's very easy to use, has almost every option to make life easy and keeps evolving everyday

the analysis section is a bit complex for novice

Customer support and escalation

FreshDesk is easy to set up and get started. It has the quickest go-to-market deployment, even when considering novice users. The integrations with third-party platforms are seamless. Even on the Sprout (basic and free) plan, there aren't many restrictions. Free email support and integration with automatic ticket creation allow easy access and reporting for running a user helpdesk. The ability to reply via email directly greatly increases efficiency and response time. The export function allows further classification and advanced reporting with custom filters for better data representation. The help documentation is very detailed yet easy to understand and implement. The support is always reachable and offers excellent resolution in a quick turnaround time.

Nothing... everything works flawlessly. I am using both free and paid subscriptions and so far have not been wanting any further support.

Customer outreach and helpdesk support are what we use FreshDesk primarily as a ticketing solution. It offers excellent Email integration for virtual helpdesk support.

Friendly interface Integration with e-mail Answer Templates

Spam folder Template search Less statistics customisations

Fresdesk helps me to support my clients and for daily communication with users.

The onboarding experience of freshdesk is really amazing for a layman like me who have no prior experience in setting up customer support softwares, plus they have lot of tutorials for learning.

Although their pricing can be more pocket friendly but they can also improve their user experience more which will help layman users like us to navigate through the software better.

I'm solving customer communication and support services challenges with freshdesk software. I'm also using freshdesk to understand and plan my support resource efficiency.

I like that when you copy and paste screenshots and images from another document, it just paste the contents as is.

There is none that I can think of so far.

I am in charge of the electronic health records system issues. Its easier to organize priority instead of writing down everything on a notepad.

There are some of the most advances and useful features like Screensharing, CRM Integration, Chatbot, CSAT, Ticketing Management, SLA, a Day pass for agents, etc. The capability to integrate with Chatbot, Magento, and other marketplace apps is phenomenal. It is a must go!

I did not like the mapping management of fields with 3rd party platforms. There are API limitations that create a challenge for data modifications.

Real-time customer resolution, Access to the knowledge base, Q&A

I started to implement Freshdesk as our first ticket system and I am still glad with this choice. You get a lot of features for a very good price. Freshdesk regularly updates features based on user experience. The videos are easy to follow and the UI and all included menus (user interface) are easy to walk through. I found my way before having the onboarding call and had not much questions left during this session. All tuorials were really helpful to almost independently finding my way to configure Freshdesk for our purposes. When I sended requests I was helped quickly and problems were always solved within a short timeframe. Never experienced downtime in the last 6 months. I really like that you can customize your brand and portal with your own code. We had help from Freshdesk partners to design our Knowledgde Base Portal as we wanted it to look like and we are able to change the code whenever we want. All app integrations, like the Kanban board are really helpful to organize the workload and making your work more scalable and efficient. The dashbord gives you a good overview and there are many options to optimize your tickets by changing the required information by ticket fields etc. The reports are quite handy and accessible and do you have the opportunity to create your own reports. The Knowledge Base report is still a Beta version, but a good start to get an overview which articles are used the most. For advanced insights I use the reports in combination with Google Analytics, which you can easily integrate at the marketplace. For technical issues I use trackers and integrated Jira for our development team. Working a lot with the mobile app and being able to answer tickets from everywhere if there are problems with high priority. Makes it really easy to reacting on downtime of your products and contacting team members immedeately. In other words, Freshdesk comes 98% close to what I expected and what I was looking for.

I miss some small adjustments since I use Freshdesk also for incidents and escalations. For example a major incident button where you can connect a lot of tickets would be great, but I understand that this is a tooling which you will find more likely when using Freshservice. I also miss an option to give knowledge articles a certain due date or expiration date, so that you are automatically forced to review them and check if the content is still up to date. It would be also nice to get a list of what people filled in on the search bar to get an idea which content potentially misses and has to be written. These are small details I passed through as feedback already and might be already in development for future releases.

I use Freshdesk mainly to improve our product lifecycle. We are able to detecting issues early by analysing all requests and were able to downsize our solution release time. Furthermore, we get a better impression where users of our products are looking for and what we need to improve our user expirience.

Adding notes to have trazability Customizer fields and widgets to gather info that we need to resolved tickets effectively Communicate with the client thought the platform All The reports and analytics

Maybe generate alarm to send to the agents regarded with the tickets unresolved or to the manager when we get a bad or just ok answers from the survey

Workload Performance Client focus Business decisions

Prompt and speed connectivity never gets lagged or never down perform every feature and all the options are best

nothing to be disliked in Freshdesk everything is just great

forward the request to the concern team to resolved our customers issues

The fresh desk allows me to raise tickets quickly, monitor them up to the closure, and refer back using the ticket ID.

I like everything about fresh desk because the challenges that generally arise are quickly sorted

I currently use Freshdesk to raise aftersales tickets source the HR management tool, among other solutions.

It's fast and has all the features of a help desk ticket that I need. I can customize by adding fields of different types, and the API is easy to use also. It's really fast, upon clicking create ticket my app is dinging that there is a new customer need or response.

I wish the app could handle user switching. Many helpdesks use Freshdesk, but I can only use one on my phone as it takes too long to log out and log in again.

My clients can make requests and report problems easily. I can track the hours that it takes me to work on each ticket and quickly cross-reference other tickets being able to search for keywords or tags.

Even in the free version, many excellent features make any helpdesk setup task easy and fluid!

Almost nothing. Some reports could be better in the free version, but you can export a CSV file and make your analysis.

Ticketing in general, task assignment, and knowledge base are great !

Manage tickets with ease. - Set Automation Rules on frequent use cases - Set Team-based & Category-basrd SLA policies - Triage tickets - Web-forms customisation - Marketplace Applications for special needs - Intelligent Bot - Space to create Exhausive Knowledge base - Customised Dashboards - Surprisingly Cool Support Experience

Not a lot. But, - Complicated Rules for some automations - Lesser scope for detailed customisation

- Increased Answer Rate - Reduced TAT - Escalation Matrix triggers notifications on missed SLA - Prioritise Social Media Responses - Bot as first level support optimises FTE count - Improved CSAT Tracking - Web-forms with predetermined categories helps automate ticket assignment to relevant teams - Parent-Child ticketing option helps track progress on assigned tickets to other teams. - Customised Reports.