Freshdesk Reviews & Product Details

Simple UI, Low memory ( Background processes / RAM ) consumption, quick response time, reconnect itself to the server if the network is changed, super fast report generation ( Database queries are highly optimised, very good ), quick support

Can not create custom alerts, cannot create custom reports, API base should be redefined considering the customer requests, there is a gap between the customer and the developer

We serve thousands of students worldwide daily through calls / chats / emails. Integrating all these three platforms into one helped to keep an eye upon on every service request.

Fast and efficient support response time.

Minor issues with dropped incoming calls from time to time.

Customer/ client management (calls, emails, support, tickets, etc.)

The UI makes it easy to keep track of our workflow. We save time using canned responses. The solutions give us one location to store the shared knowledge of the team. The reporting helps us keep the ticketing fair.

Clumsy admin tools for more advanced features. When adding in separate teams I had to liaise with support multiple times to achieve my goal which was surprising as setting up the first team was so simple.

It's improved my teams workflow massively. So much so that we since started rolling it out to other departments who have seen similar improvements.

- Timely support from your backend team when configuring a lot of webhooks and settings. - We can use the Freshdesk to support all our business need by tweaking the solutions.

Bulk update functionality of agents is not smooth and didn't find the solutions in the past not sure the current status for the same.

We have solved so many problems by using freshdesk benefits we do not have to maintain the query and complaint module our selves.

The possibility to use it for free for an extended period to get used to the interface, in my free time. I like the interface (it seems clear to me), the facebook integration and the possibility to create groups of people and merge tickets. I like to have the app for ipad and iphone. Their customer support seemed very responsive, and it’s quite a necessary feature for a “customer support application “.

I did not find anything I might say I dislike.

Customer help desk

Clean interface. Ability to adjust ticket settings and requirements. Chat feature. Automation tools. Availability of helpdesk staff to assist when I need them.

Phone functionality allows customers to get caught in hold/voicemail conflict for us. FD staff havent been super helpful in resolving this.

Grouping customer interface options into one easy-to-use package. With plenty of metric tracking onboard.

I love the ability to create rules that dispatch tickets to specific groups, agents and also trigger notes and e-mails.

While the existing app is great, it does not include a customer facing app, which for the purposes of our organization would be extremely helpful!

We need to fulfill the needs of 18 locations for our church. Freshdesk allows us to keep the requests neatly organized and prioritized, which in turn allows us to fulfill requests more quickly.

Integration with email and automation provide us a way to integrate with our RMM

Hours report shuld be more powerfull. Exporting it in csv is broken if hours note contain CR

Vette Schedule for work. Better Relation with customer.

So far the follow up support has been excellent. Responses via email were quick and when they were unable to resolve my problem, they initiated a screen share session.

There is limited customization compared to other help-desk tools that I have previously used. Depending on the size of your company and complexity of your incidents, will determine whether this product is suitable for you.

Automating our help desk solution and reducing the number of emails in and out of the company.

I loved the help I got from the Freshdesk account managers with setting up my help desk. They went above and beyond to make sure I could do everything I wanted.

That said, the system is archaic in that there are almost ZERO usable free "skins" for Freshdesk. For companies with lower budgets this is a dealbreaker. It's ridiculous to expect that each company will code their own interface (or buy a $300 interface).

It creates great setup for a help desk site.

The support agent that had assisted during phone call was attentive, caring and seemed very dedicated to helping resolve an issue we had encountered on our customer portal. He had provided wonderful support, pulled up our company profile and ensured we were on the right track for resolution - he had made the process very clear and easy. He had also gone above and beyond w follow up to ensure that we were able to resolve the issue fully and encouraged that he and his team were available at anytime for support needs in future. This was truly a wonderful, quick and helpful experience!

I had experienced no "dislikes" during this process. Karthik had sent the support ticket information via email to ensure we had an avenue to reconnect and receive further support if needed and stayed in contact w us until the issue was fully resolved - this is greatly appreciated.

We had an adjustment to one of our customer portals (email forwarding into ticket submission) due to changes in client needs, which Freshdesk support had guided us through w ease. The Freshdesk software/platform has created a great environment for our client - being able to clearly intake, track and address/dispatch any of their needs to the appropriate departments, while maintaining detailed records for history tracking and reporting - this had also aided in strengthening areas where repeat issues had arisen (i.e. identifying/implementing new standards based off of collected data.) It has also greatly supported our ability to communicate w our clients and ensure they receive the appropriate service and follow up for any of their needs.

We've recently started trying Freshdesk to handle requests from our customers and so far the initial setup is very easy and is working fine. Support has also been very efficient in a couple of questions we had.

Nothing, so far. It seems to cover all the features we expected.

Handling requests from our customers.

I like that I can easily use a powerful in terms of being able to customize it for your business special workflows. I like that I can to realize our own templates. Always gives you all the base functionality necessary for a help desk. Great to work with it and I like it very much.

I'm glad that till now I don't have any big issue with this software. Yes, I can't say that all the way was smoothy step of using that solution. Some time platform was slow and it really makes me upset. Thanks that I solved that problem. Support service they know what they do.

We are more concentrate on important things which we need to do. Also, we have the ability to manage all our working stages. The great solution which helps us to be more close to our clients. In our company is everything in right place.

Scenario option is very good, it helps to quickly execute the repetitive work like assigning

Ticket Refreshing is sometime slow, and it takes some time to be updated

Monitoring live chat and Email, It helps to track each and every customer's chat and mail record, which helps to do RCA for any problem.

I like that Freshdesk is easy to use, and I can easily contact the head office through a Freshdesk ticket. It seems from a user perspective that it's an organized way for the large corporate office to communicate with its 20,000 plus employees worldwide.

I would like a good language translation system built in. The translation from the Chinese speaking staff is usually pretty good but it seems like it could be better.

Being able to communicate with the head office in an organized way. I always get an answer within 24 hours and I am able to specify what problem I am having so it routes to the right person.

I like that multiple, I mean in the 10's or thousands, can use this platform. There is an archive of past posts that you can search from at any point in time. If there is an issue you need address, they have someone ready to help you and will respond within 48 hours of your request.

Due to the vast amount of people on our Freshdesk platform, it was sometimes difficult to navigate and find an answer to a question you might have. There are so many different areas and ways to upload questions of files that you may not know where to look to find your answer.

If there is an issue that multiple people are having, you could search on Freshdesk to find the answer. When I first started with my company, I used Freshdesk a lot to answer simple questions about my concerns with getting class bookings or how to use certain features on our website.

I like the fact that Freshdesk is keeping track and organizing the tickets I submit to my employer and does it in such a way that I don’t even have to think about what I’m doing or keep track of “steps” or protocol. It’s so user friendly! I’ve often wondered how it keeps track, organizes and delivers the tickets to the correct departments who can then get back to me in a timely manner. I’m hooked!

In the capacity that I’ve used Freshdesk, I can’t think of anything I dislike.

The main proble would be that without it, I’d have to seek out specific departments to figure out who could best handle my inquiries and then track down the contact info or method. This is time consuming and tedious. The benefit is that now I can just submit a ticket in a central location using the same method and Freshdesk does the rest.

Overall, as a VIPKID teacher, Fresh Desk hasn't been too difficult to figure out. However, there isn't always a good way to find the information that you.

I dislike the menu options. Sometimes there needs to be another option or other. The company has decided to move the forum and discussions to a different website. I am unsure of whether that is to better see what the teachers are discussing or if it meets the needs better of a social community and is reducing the number of support tickets sent in.

Freshdesk is a place for the teachers to get problems solved. It is helpful in that not every questions requires the teachers to contact the company directly. It allows VIPKID time to help with the tickets submitted.

Access to so much! I can send in tickets, request help, connect with other teachers, search teaching topics, guidelines and lessons. Fresh desk allows you to connect with not only administrators and help, but also with colleagues.

Site can be overwhelming and confusing. So much information - which is a good thing - but it's not all organized in a user-friendly manner. THe search bar does not always provide the desired outcome of search and sometimes takes some fine-tuning.

The ability to communicate with people on the other side of the world - China. I am able to ask questions, submit needs for help - all without having to make a phone call and waste time on hold. This is especially great as a stay-at-home parent. It also provides a one-stop-shop for all teaching needs from lessons, rules, guidelines and suggestions.

I like the simple layout and ease of Freshdesk. It is not difficult to use, and it is clear how to navigate the system.

With larger companies using Freshdesk as their technical issue communication, it can be easy for the support team to lose tickets, or have too many of them.

We are generally able to have a clear and concise method of getting information and support we need.