Freshdesk Reviews: 4.4/5 — Solid Choice

Powerful software for reception, control and response to the client by providing the service, providing mechanisms that speed up the response to the client in less time sets expiration dates each time a ticket originates, which allows timely response, does not require download only a simple registration, groups incidents according to their degree of priority as well as distributing them among the work team allowing the general visualization of each status, creation of business domain for the reception of insidents, problems or questions giving formality and good image, easy access and displacement as well as timely search for a specific situation.

It is an excellent tool for tracking requests generated by customers that allows you to respond without loss of time, has a support support attentive to address every concern, works perfectly without complications.

It allows to respond to the client in less time thanks to the organization and perfect panel that counts, effective communication with each client giving formality to the information, without any doubt we can now easily handle the reception of requests generated by customers through a business domain , previously this area did not keep a good record by letting pass some situations causing inconvenience now everything flows in a successful way provides tools that streamline the response process being this of vital importance in the business scope since satisfied customer is multiplier of the information.

FreshDesk allows you to easily manage all of your tickets in 1 easy to use interface. The details and flexibility that they offer is second to non.

It does have a little learning curve and not all details are spelled out when it comes to integration.

Trying to manage an over abundance of support request with very limited staff.

I like that that you are listening to each client's individual needs and make the solution fit each customer as good as you have the possibility to.

That it is not possible to make a special case where you can customize your package. We would really have liked the customized portal in our package, but do not need the other features that comes with.

We would be solving our cross-country support flow, enabling users in china to benefit from our extended support channel.

The easy to use functions and drop downs help escalate problems quickly.

Nothing at this time is troublesome to me.

IT issues on a university campus.

You can easily create tickets and close them without having to select a lot of different options.

There wasn't anything that I disliked about this system.

Technical support issues. Its user friendly.

I wouldn't tire of saying how pleased I am with the ticketing that this service works with, so it helps me to better manage requests and have a way to assist my clients' modalities. More than anything because my clients want to convey a message to me and they are centralized in a straightforward way in terms of the means of work with which I am entrusted. Because it can symbolize a technical and dynamic help to meet their requirements. This also gives me general control.

They do not have possibility available at the time of placing to work the means of tasks and the capacity seems to me quite unusual. There is also no possibility of transforming the received messages to ticket, because it does not symbolize their dynamism. I still don't think it's reasonable to have to receive an email notification from the client after having responded to all the requirements needed when registering a new user. Which makes me tedious to have to be constantly reviewing the tickets in terms of searching for answers. I also find it exaggerated that sometimes I have to receive more than 3 messages for each ticket that is added.

The service is very good when it comes to managing each request that is used in relation to my clients, mostly because I handle high amounts when working through the web. I was also able to attach the large number of claims and resolve them in an organized manner, without having to vary the order of sending or consider other users. If they could add other technical features, it would be a means with which I would not get tired of using the service and more than I can recommend it to all those users who are looking for a means of attention.

You can use FreshDesk as a way to communicate either internally about issues or as a way for customers to submit issues and questions.

I can’t think of anything at this time that I dislike about FreshDesk

Centralized way of tracking issues,questions and problems.

It is very easy to set up and would not take one to have a lot of IT backgrounds. Good for growing business who do not have the resources to implement a ticketing system that will require staff training.

There is not much that I do not like about this software, but I would say that channels for communication are limited even though I am working on a basic account.

Client follow-ups and escalations. Freshdesk has offered me a great platform to follow up on issues of our client's face and see who is available to be assigned to that particular problem.

The program we used to use for Support tickets was being discontinued after being acquired by another company. It was the best at the time but had its caveats. We researched a few different programs and FreshDesk clearly stood out both in functionality and cost efficiency. The initial setup of the program for our purposes was very straight forward and the ease of use both as an administrator and agent is something I wish we found years ago. This is designed for Support tickets and not Sales/Marketing. We currently have no plans on transitioning away from FreshDesk. It is that good of a program. They update it frequently to continually improve on both the agent and customer experience. It is a very well thought out and designed program for Support ticketing. Thank you for creating such a wonderful program directed at Support ticketing!

Honestly, nothing I can think for our purposes. We don't use all of the features, being such a small company.

Increased response times and therefore, improved customer satisfaction!

What most grabbed my eye in the program is that it has a versatile application, which I can without much of a stretch translate and supplements the administration offered on the web. Moreover, I can have a more noteworthy openness to the made sections and have the capacity to have a superior task the extent that the vault interface with which I work. Concerning the attributes of gathering in the program you can dispose of those bogus desires that you can have through the new assignment of tickets, a case that I like without question and thusly I have endeavored to utilize it for the most part with my clients.

The cons of the program are quite unusual, as I have seen it according to my needs that I have had concerning my clients. This is about collision stops, because it is an ideal function that would need to be included in every acquisition package, but unfortunately it is only in a premium state which is equivalent to being one of the most expensive packages. In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.

By methods for the result of procurement that I have had, I have possessed the capacity to spare a great deal of cash in the contracting of different administrations, in light of the fact that beforehand I had the joy of having the capacity to pay for multiple administrations that did not satisfy similar similitudes that this program is putting forth me. Furthermore, I have possessed the capacity to block the multitudinous dimensions of reaction towards my customers and in the piece of documentation it has been less demanding for me to unwrap myself and not to need to introduce futile applications that do nothing for my locale. It is thus that I can prescribe the program for each one of those clients who work concrety with a high client level.

Thanks to Freshdesk's service, I have been able to better mobilize the platform's resources, since it has multiple options that give me the broad similarity of opening myself as a self-service. In the same portal I can make different arrangements in terms of ideas and online voting, I can also generate surveys where I can receive an opinion from a user who enters my platform in a unique way and with a purpose. What I think is good is that everything can be done in a simple way and without much work when informing a user of my list.

It is very rare to be able to keep detailed reports on customizations because I am mentally blocked from working. What causes that I have to stress to the maximum at the time of using its resources and to be able to save it touches me to do it of manual form. If you had a template or you could modernize it yourself, it would be much more helpful, because I do not see another problem at a general level in terms of its use and termination of policies.

By means of the service I was able to denote in a wide similarity the system of being able to simplify the data that appear constantly to me in my platform. In addition, our old SDP Software was very complicated for us to have to systematize all the complements and data. As far as the customer service needs system is concerned, I have been able to extend the scope, so much so that I can even communicate by telephone and that I can manage it from there without so much complication and make data requests without problems. With this we can say that we recommend it to 70% to all users who tend problem when systematizing new data.

I liked the service on the part of being able to streamline in better scope to the projects that I have outlined and also that is really powerful to differences of other services that do not have the same characteristics, but if almost the same resources. I can also mention that it makes it possible for my clients to visualize in a comfortable way the fact of the usability of the login and that makes us arrive a notification, which will come with the intention of registering in the database all these data.

It is worth noting that the platform still has some flaws in terms of slowing one of its resources, since it tends to fail and even do not function properly, so when working does not develop and generates a double work at the personal level. In each update that they do tends to decrease, but nevertheless they do not manage to remove it completely, something that has stressed me a lot with it. Sometimes they tend to be errors that do not spend much time to resolve, but nevertheless there are others that commonly get stuck and I have to leave the service and return to enter.

Thanks to Freshdesk's full service, I've been able to establish my control policies regarding my page, so I've been working at a much lower cost than I've been doing commonly. More than anything because it can be managed in the cloud and does not generate any problem in doing so and can be accessed anywhere without any inconvenience. This also means that my clients can be provided with the level of communication regarding my service and that they do not need IT professionalism.

The newest update to the interface is great, and with the change to its functionality, search ability and tracking it is a great system to use for customer requests and solving issues.

Sometimes the controls are not as intuitive as the last update but I have seen it go through a few updates and get the hang of it pretty quickly.

Solving customer problems, project management, communicating with clients, template design certain processes

I love that we have a running log of conservations with our IT company detailing what our issues are and we can go and get updates at anytime.

I do not always get an email when a ticket has been updated. But we are working out the interior issues with that.

We were having a hard time communicating thru email to our IT company and keeping everyone on the same page, now we use this and everyone can get an update whenever they would like.

One of my most loved things about Freshdesk is that it accompanies bolster for 26 diverse prepared to-utilize dialects. It enables every specialist to redo their dialects exclusively. Specialists can likewise plan work hours as indicated by their nearby timetables. What's more, you can secretly leave your partners takes note of that the client doesn't see, yet that stay in the email chain. Client benefit is great and they will react rapidly and precisely to anything you ask regardless of how little."

something that is a touch of irritating, is in the event that you apply it to a gathering - leave the email in 'unassigned' on the dashboard. Just on the off chance that you apply it to an individual will you expel it from this segment. Once more, we make a point to dole out it to a person.

I can perform quicker my supervisions and surveys in light of the fact that I can keep up a superior correspondence with this program.Mainly to go to the questions and inquiries of our customers, endeavoring to offer the best consideration for them, and as of recently FreshDesk has enabled us to do it with no issue.

If you are looking for something that has the least amount of customization, but is built very polished and easy to use from the first moment, this is the best product. The implementation with the suite is almost perfect, and the test for a while has whether it was ideal for me and pass the FD test can be easily handled by one person or 100 It's that easy and built with the intention that a small team can be made up of about 4-10 people, and each of the parts of the software that you can master in a week, and still find it surprisingly comfortable.

Well, there's really nothing I don't like about Freshdesk, just a small improvement in the control of spam and spammers. No doubt Freshdesk already deals with it, but in a slightly different way. and of course the price, is a little expensive but equally passable for large companies

freshdesk has facilitated me the connectivity with our customers in every way, I can address their concerns and solve their problems in many ways thanks to the many tools that has this program

As for the personal taste I had regarding the acquisition of the Freshdesk program, it is part of the simplicity and speed with which it adapted to my requests that tormented me so much with other services. At the same time the Api section for what is the single login, which allowed me that my users added at the time of interest some of my products, had to be authenticating in order to adapt separately to my offers. The last thing as far as my tastes are concerned, is the part of the edition that I can apply in each publication that I want to publish and without server limit.

As far as this section is concerned, I can say that it is the chat that it has; reason why it does not have any option where I can observe that the agents are available or that they are outside, in it only a stipulated response time is observed, which commonly varies. In addition to not being able to count on the system of advanced personalization of the line of support, what to make be agglomerated to the different sources of simple and principal colors. This even have launched several times updates of the program.

By means of this service I have been able to secure myself to the easy system that it has to be used and more to have the purpose to be updating every time to a better way to offer its services. One of the tools that has been most helpful to me, is the text creation section, for the fact of advising you on the right metrics to give a good text. The price for what I pay for this service is quite optimal to everything I have received; more than anything to the multiple tools that they constantly introduce, which make their functionality better. So you will not lose investment if you manage to invest here, rather we recommend the product.

This program has the similarity of being able to categorize each complement that you want to use and also to be able to make a pursuit to the labored work; for which it calls to me enough the attention and it is for that reason that I have acquired it. Not only have I already lived this experience, but I had also seen multiple tips on the same program. This has the unique benefit that, in each version update, you wouldn't have to pay for it, but it automatically registers and updates you. The other thing I like most about the program is that after the last version I can see more accurately the recent tickets of an added contact.

Unfortunately as it has benefits, it has against and is that among it encompasses the part that the features of the previous update was not completely unified to the new one, a case that seemed bad to me for not providing the new tools. As for the labels of the program has the similarity of adjusting a straight side, but in a moment manages to mix in a section only the lines. So it's pretty bad for me, to be dealing with the part of creating each time comments to solve the requests of my contacts.

Thanks to this program I was able to open myself more to the scope of the support towards my contacts and clients that I had registered in my blog of notes. I was also able to get full advice from the team, after having a customer service section 24 hours a day. Its functionality is handled in every sense towards the positive side, by the fact of having tools that make personal work not a problem, but something else that we can do every day. All its operation is understandable within a short time of use. We definitely recommend this product.

What most caught my attention in the program is that it has a mobile application, which I can easily decipher and complements the service offered on the web. In addition, I can have a greater accessibility to the created entries and be able to have a better assignment as far as the registry link with which I work. As for the characteristics of group in the program you can discard those false expectations that you can have through the new allocation of tickets, a case that I like very much and therefore I have tried to use it mostly with my customers.

The cons of the program are quite unusual, as I have seen it according to my needs that I have had concerning my clients. This is about collision stops, because it is an ideal function that would need to be included in every acquisition package, but unfortunately it is only in a premium state which is equivalent to being one of the most expensive packages. In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.

By means of the product of acquisition that I have had, I have been able to save a lot of money in the contracting of other services, because previously I had the happiness of being able to pay for more than 2 services that did not fulfill the same similarities that this program is offering me. In addition, I have been able to congest the innumerable levels of response towards my clients and in the part of documentation it has been easier for me to unwrap myself and not to have to install useless applications that do nothing for my community. It is for this reason that I can recommend the program for all those users who work in a concrete way with a high user level.

Freshdesk offers multiple support channels, such as telephone and email, as well as social networks, chats and forums. With this, you can manage all queries in a single panel. Even queue them according to your urgency, service level agreements or other metrics of your choice. In addition to that, Freshdesk also has the ability to support self-service options such as knowledge bases. And forums so customers can help themselves with the information they need.

I don't think I find a feature so negative as to recommend not using this great explanation. Can it present any difficulties? Yes, but with a little guidance we can solve them. If you are new to these issues it may seem frustrating to have so many options at hand and we know how to use them. So be patient and you'll get what you want.

The Supervisor and the Observer, which are time and event based triggers, respectively. They can be used to configure rules to send notifications automatically and manage ticket escalation and tracking. Agents can create pre-formatted answer templates for common questions such as canned answers and reuse them with a single click. These automated messages can be customized using placeholders and unique ticket information. Ensuring the high quality of support that all customers expect today.

Freshdesk makes it easy to scale support across multiple products, languages and time zones. With multi-product support, all customer support queries can flow to the same support service. And be categorized and assigned to specific agents or teams with ease. Each product can have specific assignment rules, different email notifications, customized service level agreements, etc. Associates, in addition to having its own support portal with a dedicated knowledge base and a community forum.

This is a rather difficult question to answer, as Freshdesk has many benefits that we must take advantage of. However, not everything is one hundred percent good. We can say that Freshdesk's application capacity may seem limited to you. What does this mean? You can't launch consumer surveys from the application and there's no live chat support inside the application either. On the other hand, Analytics is also limited. I mean it doesn't support advanced features like customer segmentation. In this way, seeing ourselves in this situation can be quite annoying. The Freshdesk platform may not be able to fulfill all your wishes at once. And that's something you need to take into account.

In case an agent needs the opinion of a third party, such as an external supplier on a problem. You can forward the ticket to the provider directly from the helpdesk. All responses from the external provider will be included as private notes in the ticket thread. In the case of telephone calls, Freshdesk gives agents the option to forward the call. For chat queries, agents can route chats to the desired agent. Even consult with experts simultaneously in a private agent to agent chat. This is most often used in situations where a specific person or team specializes in solving a particular problem.

"Freshdesk" focuses on making sure it offers a comprehensive set of functions for each channel. In which a customer service team wants to interact with users. "Freshdesk" offers excellent support for traditional channels such as email and telephone. As well as modern channels such as chat, forums and social networks. With a ticket support service that is tightly integrated with all these channels. Each "Freshdesk" account can have several associated custom mailboxes. This allows the support team to manage all their support emails in one place.

It takes a little work and technical expertise to make API calls to automatically extract and send information in and out of Freshdesk. The good news is that they have the API to enable this. There were times when we had trouble getting the automatic allocation of tickets to go to the right place with the dispatcher. We found that the order of the rules makes a big difference. It takes a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.

You can automate tasks to increase the productivity of your support team. The software downloads repetitive tasks. In many cases, frequently asked questions can be answered with a canned answer. Dispatch'r automatically prioritizes and assigns tickets to allow the administrator to focus on performance tracking. Using this, you can route tickets according to the different skills of your agents. As well as notifying them about their tasks. There is also a "Supervisor" function that audits unresolved tickets or overdue tasks so you can follow them up as soon as possible.

Occasional Agents - great function to keep agents without having to buy additional places . Very convenient multilingual function . LIQUID offers numerous possibilities. Gamma functions Fully functional API and convenient to use. Good Dispatch, Supervisors and Observers functionality.

There is no clear information on the establishment of integrations. No possibility to create your own report - only pre-constructed ones are used. I guess the b2b system should be much more flexible.

with freshdesk my way of communicating changed to a simpler but at the same time more complex and complete with many functions still unattended or undiscovered, it has helped me a lot in my work and I can perfectly inform both my colleagues and my clients about my work and problems without inconvenience.

One of my favorite options is automation, the observer does his job as it should, facilitating the handling of tickets, saving work to our team without reducing efficiency. It also allows you to add several different emails to receive tickets, which gives an organization and control of them, while you can choose to which specific team the messages are addressed.

There are things that cannot be automated, and does not allow the handling of certain permissions to users to access certain information. They are options that would improve its operation but at no time make it difficult.

Great attention to our clients and facilities to our customer service team.

I really liked the communication with the members of our team. It's so easy to "assign" emails to the right department and the right person within that same department. Forget about pressing the forward button again and getting your teammates' emails stuck. In addition, you can privately leave your colleagues notes that the customer doesn't see, but that stay in the email chain. Customer service is really good and they will respond quickly and accurately to anything you ask no matter how small.

something that's a little annoying, is if you apply it to a group - leave the email in 'unassigned' on the dashboard. Only if you apply it to a person will you remove it from this section. Again, we make sure to assign it to an individual.

I was delighted with the service freshdesk offers, is a wonder, is very easy and intuitive to use, I dare say that you do not need great knowledge in the field to manage the program or just the basics at least to communicate with your customers or co-workers, this application has helped me solve and communicate the problems in my area, is the maximum.

The user experience is very well designed. I looked for other applications and they all had the same price, however Freshdesk stands out for its ease of use. Freshdesk is surprisingly easy to understand for the less technically inclined people in the company and that is a victory. Freshdesk is full of features and although there are many that we will not be using in the foreseeable future, there were enough really useful ones. The ease of use of these features especially compared to shared mail made us buy this program! "Group", "assigned to", "Tags", "Sender", "Observer". We discovered how to automate them all

I think there should be an algorithm and intelligent spam identification system that sends spam tickets directly to the Spam folder. On the other hand, building and maintaining a common database of spammers would add even more charm to the software. In this way, an operator can manually examine Spam tickets and process them respectively.

freshdesk came into my life as a ray of light haha, I have facilitated the way I communicate with my clients and colleagues at work, I can perform faster my supervisions and reviews because I can maintain a better communication with this program.

I met with a few support tool companies and I really enjoyed working with Freshdesk. Sarosh and Jayalaxmi answered all questions, followed up with me to touch base, and once I signed up for the demo they assisted me very quickly with any demo questions I had. Once we signed up for Freshdesk the assistance I received was amazing. Any time I had a question Jayalaxmi was very quick to respond and walked me through on getting everything setup. Sarosh also followed up to ensure everything was working for me. Hands down - the customer service at Freshdesk is stellar. Also, the tool is very user friendly. Except for some complex ticket entry setup I needed to do, everything was very self explanatory within the tool.

Absolutely nothing - it's been amazing working with Sarosh and Jayalaxmi!

The support tool we are using is out of date and is also coming to an end of life. We needed to switch support tool and we were hoping to gain more functionality. Freshdesk provided everything we were looking for. Additionally there were no hidden costs. When I spoke with other companies there were "add ons" to the plan I had to purchase to get everything I wanted. At Freshdesk it's all in one package.

Because of its organized interface, it is very easy to have everything at hand. Reports, logs and much more are easily accessible. It has integration to multiple platforms, from computers, mobiles and even social networks. Making the reach and support provided to our customers is greater. Increasing their satisfaction and liking towards the company, because we are for them from anywhere.

Your automation options. I think these options need to be improved as they have a lot of potential but lack some things that would be very useful and would make a more effective integration to the functioning of this one. Thus achieving a more fluid interaction with users. Also their range of social networks is a little limited, extending it a little more would be perfect.

Mainly to attend the doubts and questions of our clients, trying to offer the best attention for them, and until now FreshDesk has allowed us to do it without any problem.

Simplicity is the best part of this program for me.

Dislike the fact that the customer side is a little more cluttered then the worker side.

Benefits is that it's a lot more easy to use then most programs. Problems that are being solved are the more frequent questions that are being asked in person rather than being asked online.

It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. All its features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.

Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years.

It has helped to get much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc.