Freshdesk Reviews: 4.4/5 — Solid Choice

It is very easy to navigate. A user can effortlessly use it without any prior training. The design is simple and subtle.I have been using it for more than a year now without any prior experience. I have never found it to be difficult. Great tool for support team.

The only challange I faced in Freshdesk is setting up signature from an agent account. I could not find any option to set up my signature for the tickets.

It made the tickets very organised.

FreshWorks is by far the best customer support software for everything. There are many intergrations and the pricing is the best that I've seen.

I have been using FreshWorks for a while and I have not encountered any errors or problems with the product. It is a great option for customer support software

FreshWorks is solving our customer support and now we have a support desk, email, and people can use chat.

Retaining customers is one of the greatest goal of all times. Freshdesk offers customer self-service tools that help resolve issues for 24/7/12/365.

I use Freshdesk on a daily-basis and I seldom encounter challenges at all.

It enables me to offer support to customers from anywhere with just few clicks via live chat.

Freshdesk is incredibly easy to use. More importantly, it is easy to train new agents and once they start using it they can become pros very easily. The ease with which they can creat, edit, and respond to tickets is very helpful as we handle a pretty high volume of tickets being in the fast casual food service industry.

I honestly don't really have much to complain about with freshdesk. Sometimes the reporting in the analytics tab can be difficult to do what I want, but I always eventually figure it out.

Freshdesk allows us to receive and respond to almost all of our guest feedback in one place. And even the channels we can't get into it automaticallly, can be manually added becasue ticket creation is straight forward.

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.

Automation is one of the best features of Freshdesk.

Analytics need improvement as it tends to be complicated.

All customer-related transactions are logged here.

Freshdesk is one of the best solution for Support. It's simple and provides flexibility.

Nothing as of now because this is user friendly and provides better experience.

Support related problem at one place.

It's difficult to select just one thing! The product is simple to configure and use but more importantly the Success team at Freshdesk is responsive and always there to set us up to get the most out of new features or add on modules. My second favourite is how they have evolved their reporting, they are always adding new features and we can deep dive into understanding trends and identify areas for improvement.

I have yet to find anything I don't like about Freshdesk.

With Freshdesk we have been able to deprecate our 1-800 phone line and our first response time is down over 50 %. Huge win.

Freshdesk is an absolute game-changer in the realm of customer support platforms! From the moment I started using it, I was swept off my feet by its incredible user-friendliness. The interface is a marvel—intuitive, sleek, and delightfully easy to navigate. What truly sets Freshdesk apart is its seamless integration of powerful features with simplicity. It's a treasure trove of functionalities without the overwhelming complexity. I found myself effortlessly managing tickets, organizing customer interactions, and collaborating with my team in real-time—all thanks to the beautifully designed dashboard and crystal-clear workflows. The cherry on top? The versatility! Whether it's email, live chat, phone support, or social media—Freshdesk brings everything together into one unified hub. It's like a superhero cape for customer service teams, empowering us to tackle any challenge with grace and efficiency. The level of customization is mind-blowing. I could tailor everything to suit our specific needs—from automating repetitive tasks to creating personalized templates that reflect our brand's identity. And let's not forget the analytics and reporting tools—insightful and actionable data at our fingertips, helping us make informed decisions and continuously improve our service standards. But above all, it's the impeccable customer support from Freshdesk that truly shines. Their own customer service embodies the excellence they advocate. Any question or concern I had was met with a swift, friendly, and knowledgeable response—a testament to their dedication to ensuring their users' success. In essence, Freshdesk isn't just a tool; it's a partner in fostering exceptional customer relationships. Its user-friendliness isn't just a feature; it's a philosophy that permeates every aspect of the platform, making it an absolute joy to use. I can't recommend it highly enough!

Ticket History Group or team wise "How many hours was taken from the team to push to other team

With all the Automation

The platform offers a seamless experience for our support team, allowing them to efficiently manage and prioritize customer queries. The automation features have significantly streamlined our workflow, reducing response times and ensuring that no customer concern goes unnoticed.

One notable aspect is the mobile app's performance; I have encountered occasional glitches and delays in responsiveness. Improving the mobile app's stability and speed would be beneficial for users who need to manage support on the go.

One of the prominent challenges Freshdesk effectively tackles is the organization of customer communications. With the platform's centralized ticketing system, we now have a structured and easily accessible repository of customer interactions.

How it is User friendly, and easy to navigate

There are a few bugs, likes it automatically saves the late sent message, so when the ticket reopens, you see the message you sent as a draft. It is just annoying having to discard it a lot of the times.

Dealing with people over email as opposed to phone calls.

It did not take any previous experience with other helpdesk applications for my team to know how freshdesk was working. It is so easy to use and all agents receive the needed notification when a client requests for assistance.

Nothing so far, it was also easy to implement coming from another application.

Client mails do not get lost, there is always an agent taking care of the requests. All internal administration requests are also handled

I love being able to automate ticketing system that can be used by my colleagues where we can convert support emails into tickets with an automated reply. We can use for calling mechanism, which is very handy for both calls and emails. It is a great platform for using every tool which is to be used with different or multiple tabs/sites/apps.

There are times when it does take a little long to download the reports which consists of huge data

Freshdesk helps us solve issues with the most top queries which customers are reaching out to us via call or email. It allows to work on same tool. I love that I can see all the data in a clear view in a single tool.

It was so easy to use, maximum visibility on all customer interactions, it communicated with our other platforms, showed agent progress and statistics, customer feedback, etc.

There were many unusued features that we could have implemented into our daily tasks.

Freshdesk allowed for full visbility of our customer contacts, we now use it for logistics communications.

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.

Very friendly users. Very simple to use. The customer support was great

I dont have any wrong review about the application.

I can priorize my tasks when I can received all of the tickets support in one place.

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

All social messaging apps can be integrated into single platform.

The User Interface isn't much friendly. I believe a lot can be improved in terms of User Interface.

Able to communicate our customers and resolve their queries at much faster pace.

Our team uses Freshdesk and I have had no issues since I started with it nearly two years ago. Sending and receiving emails, keeping things organized and the ability to pend emails is a huge convenience in our work setting.

I have experienced no downsides to using Freshdesk.

Freshdesk makes keeping track of emails and tickets very easy. It integrates well with our system.

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

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.

Freshdesk simplifies my work tasks and definitely is user friendly and easy to use. More companies should implement this product for optimal customer service

Sometimes the program will lag when it comes to sending emails

The fact that we can save canned responses for each customer scenario is amazing which helps with finishing tasks quickly

It is so easy to use and navigate. They have thought of everything, and continue to do so! It is easily customized and is by far the best system I have used in the last 10 years.

I really dont have any issues. It is always improving in ways we didn't k ow we needed :)

It allows us all an easy way to be able to reply to the customers, loop in different departments, set up, responses to frequently asked questions for the customers, history of all customer tickets

I can customize everything, from my technicians Signatures, to prioritizing tickets to sending items to different departments. And as an MSP doing IT service for many companies, their users can reach me using a localized domain name to make life easier (help@yourdomain.com).

The help and documentation system is not laid out well and often i have to ask support how to do things.

We have an excellent, searchable history with all of our clients, reports to show our metrics and automations to make life work faster.

Easy to use Very helpful and can use internal notes as sending emails to clients

Reporting was changed Legacy reports were showing results in real time but now there is a delay of half an hour

Taking care of our clients issues instead of relaying on phone calls

The arcade function creates a motivated team, where you compete for badges and get points for responses. Customer satisfation results in more points, encouraging agents to respond promptly and thouroughly. At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave. The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre.

Less skilled IT users can accidentally reply to customers with internal conversations if they respond to a customer support email in Outlook. If someone replies to a ticket, I get three notifications per reply to my Outlook, one after another. It doesn't spell check your work, so you have to be accurate with spelling.

Having one place to allow a triage of questions and problems, based on the severity and the most appropriate person to answer the question in the team. They can be assigned to the best team member for their issue.

Helpful - ease of use Upsides - user friendly Canned responses Executing Scenarios It is very easy to use be it creating a ticket or adding a contact etc. It also autocorrects the misspellings. I find it helpful.

Least helpful-Integrating CRM into Freshdesk and finding old tickets. Downside is that once a contact or ticket is deleted by mistake then it can't be retrieved.

Freshdesk is solving our day-to-day problems of keeping track of the tickets and running automation. It also helps in monitoring agents' productivity. It autocorrects the misspellings in a sentence which is a good addon. Now you have an option to maximize the text editor field which helps in drafting the message/email easily.

What I appreciate most about Freshdesk is its seamless integration of user-friendly features that significantly enhance our customer management processes. The platform's intuitive interface ensures easy navigation for our team, promoting quick access to vital information. The scalability of Freshdesk has been a game-changer for us as we expand, providing the tools needed to manage a growing customer base efficiently. The accessibility of comprehensive customer data in one centralized location has empowered us to deliver personalized and timely responses. Additionally, the automation capabilities, such as ticket assignment and predefined responses, have substantially increased our operational efficiency. In essence, Freshdesk stands out as a versatile and effective solution, streamlining our operations and contributing to an elevated customer service experience.

To say the least, the only thing I don't like about Freshdesk is that it doesn't have an option to send the response at a scheduled time, for us it is essential. I hope to settle it soon.

Freshdesk has been instrumental in streamlining our customer management processes. Its user-friendly interface ensures quick access to crucial information, and its scalability has supported the growth of my business. The centralized data accessibility has enabled personalized and timely customer responses, while automation features have significantly increased operational efficiency. In essence, Freshdesk has been a versatile and effective solution, enhancing overall customer service.

FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team.

Setup in most cases will require external technical experience for the more complex options. (For example, I still cannot get the "automated" close tickets for "Thanks!" responses from customers.). However, that being said - the team is quickly on hand to assist where they can.

We use FreshDesk to manage a global clientele, with some of these clients being internal members of staff. This means a lot of tickets with varying amounts of information, as well as varying skills required to solve them. Through FreshDesks automations and workflows, we now have a fair distribution system for tickets, as well as easy tools (Scenarios / Notifications) to pass these tickets to each other internally, as well as to other teams in the business. Being able to do all this from within Freshdesk means we can capture analytics as well - how many tickets go to Training, Professional Services etc, which helps us then work cross-departmentally to reduce these types of tickets in the future.