Freshdesk Reviews & Product Details

- Gmail plug in so our employees can use single sign on - Ease of use for our IT Department. - Reporting features

- Nothing that I can find as of now. All needs are being met.

- Ticketing system for IT Department - Change order request for system changes - Contract tracking

I love the usability. I am able to role out agent access to my team, and other departments and train them on how to use FreshDesk in very little turn around time.

The things I dislike are addressed in the other versions of FreshDesk. We are using Sprout. Unfortunately our budget will not currently allow for an upgrade.

Business issues that are getting resolved range greatly, from a customer not being able to log into our site, to an Engineering and Development issue that is escalated to our offshore team where the issue may be addressed in a following release of out software.

The automations are amazing! We were able to completely set ourselves up during our trial period and went live with the same account! It is clean, easy to use and makes sense. For the first time in almost 5 years I know exactly what is going on with my team

I wish some of the things on the screen were adjustable. I use the table view and not being able to resize the columns can be a bit frustrating but not horrible

We have been able to accurately track what our customers are calling about. We have a better idea of all of the open help desk items in the system Customers love using chat to talk to us!

The feature that got me to switch to this from Zoho was being able to paste images directly into support tickets.

Not much. So far it's done everything I've asked of it.

We're just using it as a helpdesk.

- One of the best Customer Support teams I have worked with in 15 years. (Responsive, Knowledgeable, Courteous and always looking to give you the best solutions / options available) - Custom CSS and design capability - API integration (v2) - The Observer / Dispatch'r automation options - Automatic Email forwarding and ticket creation capabilities - Field level customization capability - Access Management Control (ACM) - Side by Side Customer/Agent Portals - Support Channels (FB/Twitter/LiveChat/Email/Phone/MobileHelp/Website...) - SSO Security option - Solutions Wiki for existing processess - Web hooks to your existing application Backend services

1) Contacts need to be verified In our situation we only allow verified customers to use our services. It would have been nice to allow us to add Verified contacts directly. 2) The Contacts lookup API doesn't return back contacts who are registered as agents. Example Use Case: 1) You can also use our services even if you are an employee and so when automating the creation of support tickets, the contacts lookup api wouldn't return a contact associated to an agents email address. And hence when trying to add a contact via the api, it would fail. (email already in use) We had to add an additional lookup call to lookup an agent and use the agents-> contact information in the tickets "requester_id" field. This not only adds complexity but also counts towards towards the per hour rate limit for your api. 3) Rate Limiting: Rate limiting should be only a rolling interval rather than fixed pre-defined intervals. There should be provisions to send out notifications to a particular email/group when rate limits are within warning thresholds. For example: For a particular plan if the rate limit is 1000 per internal, then they should be an option to configure a warning threshold. Additionally there should be an option to perform certain actions when the limit is breached. For example: Be billed for every additional x requests upto a max of y requests above the limit. 4) Limited examples: The C# examples are limited 4.1 No examples were available using the Form Post technique to CreateATicketWithAttachments and also with CustomFields 4.2 No examples the Update (PUT) with "Custom Fields" 4.3 No examples when using a JSON request format to create a Ticket with attachments. 4.4 The examples assume that the attachments are available on the Clients end machine. (File attachment) It doesn't account for the fact that the attachments could be retrieved from a data store and hence only the file bytes may be available. 5. No Sandbox / Test environment as of today. I know its being actively developed.

Give our customers a much better experience when they try to reach out to us for help, Reduce the turn around time for support requests Have a variety of options for our customers to be able to reach out to us Freshdesk has already helped us improve our overall productivity and increase our efficiency of Customer Support.

Their support is very helpful and fast. They will quickly guide you to find the answer to any questions you have. It is very customizable.

The mint experience still needs some polishing but they are fixing stuff there quickly.

They are allowing me to handle hundreds of incoming support emails per day without losing my mind.

We are an ISV that switched from using Spiceworks to Freshdesk. It couldn't have been any easier to get setup. The interface is very intuitive and for anything else, the guides are in depth and provide enough detail without having to contact support.

It would be nice if you could pick and choose features and come up with a custom plan. The Blossom plan had 95% of what we needed, and we wanted a couple features from the Estate plan. Freshdesk was very good about working with us on a price that we all could agree on.

Track and organize support tickets from our numerous customers. Detailed reporting so we can see what requests/customers are taking up the most of our agents time.

Documentation, rules, webhooks and support

We need staging environment to developer and test.

Automatic tickets and call center

all-in-one communication, process automation, templates, reporting to monitor service quality, SLA setting capability, integrated phone, chat, social networks and many more

customer portal, missing a better selection of templates for the portal, missing better integration with Freshsales, freshchat. E.g. In Freshsales, we see Freshdesk tickets only at the contact level and not at the Accounts level. I can not add an attachment to the Freshdesk ticket created in Freshsales

through Freshdesk we solve all customer support for our clients. The advantage is that all communication with our clients is in one place and a number of processes can be automated

Reported many bugs with the new freshdesk Mint Experience and all the support agents were great! They showed me step by step how to correct or implemented the fixes in a week or less!

The color scheme of the Mint Experience is a little subtle. Perhaps allow customization with colors and themes.

Global Security Operations

I have no complaints with this service. Very satisfied with the support received.

I am satisfied with this service. I have no complaints.

Smooth transition, great display.

All the featurer3s it is very robust and scalable

None in specific. I l8ke the product very much

Helpdesk ticketsm

This is so easy to use. There is a lot of functionnality, like the chat, the survey, the eamailing... We can also have the phone directly connected to Freshdesk and it create a ticket automaticly, really good for the stat. Also there is a lot of application (addon) that you can put in to improve your performance and make it more comfortable. For us we needed to keep to work with Cisco for the phone, and we can implement this solution to have a tiket created automaticly when an agent answer. So we can have some real statistics.

Maybe we can say that the reporting section is a little bit light and we can't ask everything we need to be really performant. But, if you need the basics, this is ok.

We can check every single ticket, we our old CRM, agent had the possibility to not create a ticket, now they have no choice. The ticket is created and when they close it, a survey is directly send to the customers. So we can track every problem with our agent.

Freshdesk helped us improve our support performance two fold! We moved away from UserVoice and chose Freshdesk and to be honest, we never regretted the move! Freshdesk has a super simple, yet very powerful mobile app which enabled our support staff (even the CTO and the CEO) to reply to customer requests on the fly.

Nothing! The service including the web app, the mobile and the support staff are just awesome.

Freshdesk helped us improve our support performance two fold

The ease with which you can create tickets manually or via APIs

Nothing that I can think of, there is a wait time of some 1-2 minutes in the customer support chat, when talking to people of freshdesk, i would like the time to be low or it should be one-one chat

I am using it to manage feedback from customers, so that I can take actions on them

The interface is just nice. It's simple, clean, it works. Also, their support reaches back very quickly and is super helpful.

So far, I don't have anything that I dislike.

It's easy to get bombarded with client requests and lose track of them. With something like Freshdesk I can keep them in order.

With Freshdesk it's very clear that they're making constant changes and efforts to improve the experience. More than other sites I've used, of any sort (not just competitors).

Unfortunately, for integration, Freshdesk seems to get looked over/ missed. We used other platforms (Shopify, Shippo, RingCentral) where they only integrate with what I imagine are the larger platforms (Zendesk, Salesforce Desk).

Solutions articles are rich and allow us to solve repeat issues much easier. Linking to canned responses and solutions by using /s or /c is a great tool.

Great service for providing support to our customers. Works great, does the job.

There are some problems with the application while there is a transition to Mint UI.

Supporting our customers. Works much better than before... we had an email group instead of real ticketing system.

Was simple to get an support from the fresh desk agent . Fresh Desk has clean interface with the MInt UI

So far i don't have a dislike . As i used their support agent once for the upgrade to mint UI.

We started using for our IT support customer service and help desk recently for our business and tracking tickets and jobs. We are able o attach tickets to Xero invoices so customers are aware of the services which we provided to them .

All in one support portal very helpful and friendly staff. They solve our problem on call. We have imported our contacts from pipeline deals to freshdesk. It is very easy to import content as freshdesk is compatible with other softwares and has apps to merge. We can set sla policies and monitor reports. Everything is present.

nothing it is very good. The support has been very helpful specially Vikram and Sarnaya.

Customer dealing Ticketing Automation of ticket assignment Knowledge Base