Freshdesk Reviews & Product Details

I like that the software is easily configurable.

I would like more features without having to have the more expensive package.

The historical data we can maintain to assist in resolving new cases helps tremendously. The search function allows me to easily and quickly find comparable issues.

I work with support team. Tickets generation becomes very crucial when tracking client history and agent performance. The toll is very easy to use and explore. Even for new learners. Integrations are also very good.

I didn't find any major flaw in the tool. However, sometimes, finding some minimal and hidden settings become very difficult. Navigation takes time. Also, i found the cost to be on the higher side when compared to other support tools.

Ticket generation, tracking agent performance, ticket distribution amongst teams followed by an escalationb matrix. These are things which have been solved by FD. Moreover, integration with exotel has ensured that no client complaint is missed by the team.

it is very helpful to connect with customer

nothing to dislike it is very good and easy to use

to connect with all customer

I very much so enjoy the live chat for assistance. I also like the ease with which I can add and remove mailboxes. We transitioned from a software to this, and our agents seem to enjoy it.

The paywalls for some of the features is kind of annoying it some regards, yes I understand it but I would like to know log out and log in times. Other than that there isn't much I dislike about it

It serves our IT Helpdesk inbox. We also use it to round-robin e-mails to our customer support team. The reports it outputs also help with metrics and determining about many people we need to be staffed at one time.

The way makes everything more easy to work with your tickets and customers, the amount of time that save you is really appreciated in the busy times.

That is not lots of options for fonts and ways to create the canned responses.

The typical problem of customers sending lots of seperates emails, with this tool you can merge them and keep track with all much easier

I have been actively using Freshdesk for 3 years now and it has made my work so much easier. Freshdesk has helped me organize and track and complete all my task within the SLA. Managing and tracking my teams SLAs has a lot easier with Freshdesk. Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible

Create reports by summing up numbers mentioned in Ticket Fields, or any other way of calculating the amount of effort put into one ticket by an employee, would be helpful. Quanitfying effort on a single ticket is currently not available on Freshdesk which i am hoping to see in the near future.

Freshdesk helps track and maintain SLA of my team and to ensure that our work is getting done on time. The Reports which are available within the platform helps submit relevant information about teams performances to the senior management on a weekly basis. Prioritizing work on Freshdesk has been a blessing. Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms. Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams

Freshdesk provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features.

Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability

With Freshdesk, we were able to monitor all of the concerns coming from different channels in one single dashboard and with the help of useful tools to categorize each concerns base on priority level.

A lot of useful features. Really dynamic options and it's easy to configure.

Possibly the huge number of options and it may be hard to find the right feature

It solves communication problems so it's easy to talk to the customers

We have found Freshdesk's layout simple and the app works a treat. It has helped increase our support tickets resolution time down to a minimum and increase productivity within the team.

The cost, for a big team of users this can end up quite costly. I think it would be ideal for education pricing to be more affordable as school budgets are very tight.

It ensures all emails are brought into one central location and IT staff can actively respond to tickets that are hitting the inbox, we can see in real time who has actioned what.

I like the flexibility it offers us as a business, it allows us to customise the system to meet different SLA targets across different products. Freshdesk offers a full range of analytics that also helps us drill down into the data.

I would like the option to amend the priority levels of tickets, currently the system default doesn't always work with our customers.

Reducing the need for any manual work, the automations help to close down tickets without the need of an agent to manually chase the customer/third party for more information.