Freshdesk Reviews & Product Details

I like using Freshdesk as it helps us to keep track of all the incoming requests. The simple and uncomplicated ticketing system helps in ensuring nothing gets missed thus enabling the support team to provide resolutions at a faster rate.

I am yet to find something to dislike about the helpdesk. We have got excellent feedbacks from all the users who use the platform day in and day out. Their support team is also super helpful.

Freshdesk is helping us to ensure that we provide the best possible support to the customer without missing any of the requests while keeping a close tab on the SLA and the customer sentiment.

Automated Report section in Analytics Section and introduction of Freddy AI

As of now nothing is good and they are updating their product as per the customer's requirement

Yes in terms of creation of ticket and allocation of ticket so that works happen smoothly and all the response are shared within SLA

Freshdesk is often praised for its intuitive and easy-to-navigate interface. Users appreciate the simplicity, as it allows for quick adoption and efficient use.

limitations in terms of customization and While Freshdesk actively works to address these issues, and have encounter minor inconveniences from time to time.

Freshdesk provides a centralized system for managing customer support tickets. This helps streamline communication, ensures that all issues are tracked in one place, and prevents tickets from falling through the cracks.

It is so easy to use and it helps agents answer more tickets. The platform is user-friendly. Adding canned responses just makes the agent's job way easier. You can track the performance. The chat function is also great for customer service.

Sometimes I'm not able to add notes and the "new ticket" message doesn't appear.

Easier communication with customers and partners.

The ticket system is very user-friendly. The merge function is very useful to group related tickets.

There are too many scroll buttons sometimes, depending on how many windows are open.

makes it easy to keep track of tickets and communicate status of these tickets, keeps communication all in one place

Amazing tracker, I am to track any orders or requests from the past in just seconds!

Customer and sales reps responding to closed tickets, tickets remain closed and they should re-open when there is a response to any tickets whether they open, pending or closed.

Looking up order confirmations/contacts, any issues can be resolved very quickly

Freshdesk is designed very intuitively and has excellent support documentation and live customer support if needed. The interface is very easy to understand when first logging in, and even the advanced features make logical sense when first using them. I've trained many people on how to use Freshdesk and it's always been a simple process to get new people onboarded. In the rare occasions that I needed help, a representative was easily available on the phone and very informative and helpful with their advice.

There are some features which are available through the detailed analytic reports which would be good to also have available through the regular filtering options. The software has so many functions that it can occasionally be a little tricky to find the exact setting you're hoping to adjust.

We've developed a very complicated software ecosystem for advanced medical research, so there are always lots of questions from users. Freshdesk allows for managing the help desk in a very organized fashion which is easy to search through and track outcomes.

All the extra functions it comes with all being user friendly

A user friendly way of getting detailed reports

Keeping all customers on track and organized

Customers' problems, concerns and necessary documents can always be found in one place. The possibilities are endless and the time savings are insane. All the necessary emails can be conveniently linked together, and with the help of keywords and reminders it is easy to stay on time.

To-dos are one of the most convenient things at freshdesk, but from time to time it would also be necessary to format it for a colleague. Unfortunately, this cannot be done.

Order related questions, package tracking, warranty issues.

It's quite unbelievable the level of funcitonality and service offered by Freshdesk. It transformed our customer service department. When originally looking for a provider, I was being quoted £4-6k per year... and Freshdesk was free!!?! Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have many).

It doesn't connect with your Instagram chat, which is a bit annoying

Freshdesk makes the challenge of team management much easier, as everyone can what everyone else is working on.

It's an easy way to organize emails thought-out a business. You can easily transfer the email to the correct department if needed.

If more than one department is on the email, only one department sees the email and these emails get lost.

We can see you "take" the email and if someone emails multiple times, you can search to see who was involved.

It makes high volumes of tickets easy to manage

The mobile App could be a bit easier to navigate, but apart from that nothing.

We used to share a team inbox and it was difficult to manage, switching to Freshdesk allowed us to assign tickets to agents ensuring nothing was missed.

The ticket system is very easy and user friendly. I use it on a daily basis and have never had any issues.

I can not think of anything that I dislike about it.

Keeping track of work items and priorities as well as solutions to our issues. It is any place to take care of everything.

Freshdesk and the Freshworks suite are powerful! Boasting many features to help you keep up to date with customer communication and empower your employees to do their best work, this software works for a smaller businesses with small teams but could easily scale to a large operation. As someone who is in this software for 8+hrs per day I find it easy and intuitive to use. As a small business we aren't using it to it's full capacity, but have plans to expand our email/social media support to chat and beyond with Freshdesk.

At the capacity to which I use Freshdesk I have yet to see any issues.

Freshdesk makes it very easy to manage emails and social media messages from customers.

Freshdesk is easy to use yet highly customizable based on the end-user experience you desire. With scenarios and automation rules we are able to tailor a streamlined customer service experience.

Nothing important enough to nit pick about it! Notifications could maybe be more visible, but its easy enough as it is!

We use Freshdesk as our Help Desk ticketing system and knowledge base. It helps us prioritize tasks and projects effectively by routing them to the appropriate teams.

Freshdesk processed 741 helpdesk tickets for us last year, as well as an untold amount of individuals looking at at solutions on the helpdesk to answer their questions 24/7/365. It has dropped the support phone calls we get tremendously.

We have not found a reason not to implement Freshdesk.

Providing after hours technical support via the articles on the helpdesk.

Freshdesk is a great tailor made solution for helpdesk ticketing. If has got a basic architecture and doesn't need much of a training to get used to.

The pricing is quite high. This can be reviewed by the product team once

Freshdesk is solving our issues with complaint logging, auto assigning, tracking, auyo SLA and escalations.

It is very easy to navigate and easy to use.

Sometimes the pages freeze up and you can't go back to where you were previously

I get to access the customers profile by clicking a link on freshdesk instead of having to look them up on a different website, can edit their information easily and updated their personal details as well as get assigned the ticket you were working when the cx responds back.

Its very user friendly and has good features. We can automate tasks and add canned responses

Sometimes there are bugs that cause issues in the application

There are no issues as of now

Freshdesk is user friendly, cost affective and an excellent tool

Can have more omnichannel abilitiles and integretrtions

It uses all channels and brings support into one unified platform which makes visibilty, replying to tickets easy and provides better customer service