Freshdesk Reviews: 4.4/5 — Solid Choice

I like loads of features and integration given by freshdesk, the ability to integrate using external APIs, using this to integrate with your mailing server and send support emails. Can track status of tickets and set the priority. Create your own knowledge base and did I tell you it is all for free?

The UI is a bit old, although they are working on it I guess because recently they moved everything to freshworks

I use freshdesk to track the whole support system for my client, they have their own account to directly get in touch with us if having some trouble

Feature parity with the other desk software vendor, but at a lower price point.

Can't view tickets in a table view, can't intelligenly automerge tickets created from emails when email subject line is updated slightly with re: or fwd:.

Tracking support issues and having a saved history.

La facilidad para asignar grupos y categorías. La interfaz antigua (no la mint), y el área de reportes.

Cuando reenvías internamente un mail de un cliente, al cliente le llegan ese tipo de respuestas si el destinatario no está dado de alta. Echo en falta un centro de control de políticas.

IT y soporte a clientes.

I like the ability to have a back and forth conversation of sorts and track the comments and notes

For whatever reason I get two emails when a user inputs a ticket.

Customer service/technology issues for a public school

The platform is constantly updated with new features. Their recent growth has shown dedication to improving Freshdesk, as well as their other new products including FreshCaller. The Freshdesk team is super easy to get in contact with and was able to provide support in more advanced areas of platform, or in helping resolve issues using the platform.

*Updated comment regarding outdated interface. They've now launched their new Mint interface which is very clean and modern. * Their splitting of their phone service into it's own product on a different page/product name has caused confusion in knowing what is in the realm of FreshDesk vs FreshCaller etc. Some administrative menu items are hard to get to. Lower tiers of plans don't offer some basic features such as SPF and DMARC support by default.

We use Freshdesk to manage our support tickets from multiple channels and be able to collaborate with other customer support agents within our company.

Very simple to use. Clean UI and very user friendly.

I don't really have a problem with it to be honest.

With Freshdesk we can handle support requests in different facets of our company.

Interactive tool which helps users having IT issues to resolve it ASAP

Waiting times could be a little more, due to which sometimes calls cannot get through

Daily IT issues

The platform allows you to very easily and efficiently program automated scripts/tasks in order to sort out dynamically, efficiently and rapidly all your tickets.

The filtering system, although very wide, does nto let me filter by subject. The platform offers a high level of customisation but we had to create/bend the system a bit in order to fully create a dynamic sorting automatisation that could be bypassed by having a sorting filtering system for ticket subjects

Be able to monitor client tickets as well as monitor platform generated notifications for monitoring purposes

The very intuitive interface. Very easy to use and user oriented.

Some lack of clear information on some specific topic and the (ab)use of Google tools or solutions.

We are using Freshdesk to solve our software problem coming from our client. The use of Freshdesk has allowed us to structure and organise our Support.

The layout is pretty user friendly and the editing process is done well.

Learning where all the useful tools are for editing key components is not as user-friendly as expected. There should be quick add options next to the creation of canned answers and knowledge based Q/A not to have to waste time going through all the options. The formating should be changed to make it easier to transfer Q/A from knowledge base to canned answers as this wasted a whole day of my time.

Our support system was built on Freshdesk and so far, for companies that have a small team and, the only major drawback is the mobile app. It should look more like the online version as the options available on app make it a bit useless.

The Variety in customization and the variety of features on offer.

Pricing on the higher side for the Indian market

Improved efficiency of Agents, better categorization of tickets.

I like that it organizes the help tickets by dept.

Frequently the freshdesk site will be down (about once every 2 weeks or so).

Help tickets for everything from software bugs to shipment issues (we are a shipping company).

Freshdesk is very easy to set up and performs exactly as expected from helpdesk software will all the features you would need, they all update their platform on a regular basis.

I would like the ability to configure SSL on my own branded support portals my self and not be forced to purchase the certificates from Freshdesk in order to have it enabled. Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.

Easy integration of live-chat into our software

I like that support is quite timely, and very responsive. When I have issues they are handled within the hour, which is very satisfying.

There are issues which have been raised with the service which do not receive attention until they become business priorities; I was reviewing an issue opened in 2011, regarding erasing a contact and their communiques with a Freshdesk customer which was not handled by support until this year. I imagine this was because GDPR escalated this from being a customer concern to being a legal requirement, but all the same, if I had opened this ticket I would have been quite dissatisfied for the last 7 years.

Customer support and solution record keeping. FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so. You also give absolutely no promise on the security nor integrity this photo will be maintained with.

Simple to use with the API and easy to manage on the webpage

Unable to reply a ticket (API) without creating a user. All reply's need to go as agent to avoid inviting the client.

Platform issues and handling data questions

How well the app is organized and information is displayed

Cursor placement on a new email is at the end of the email instead of the beginning

Email answering

The core functionality has definitely helped our team better organize our support emails and run a tidier, more efficient ship. I especially like the Dispatch'r, Supervisor, and Observer tools.

There are many quirks and kinks to work out. Nothing is major, but these small cuts do start to add up. I find the view settings to be unnecessarily restrictive on the tickets module whether in card or table view. Why can't timestamps be a column in table view? In addition, the email composition fields suffer from imaginary blocking where canned responses, copied content, and signatures combine. This can be frustrating.

Having to deal with increasing email volume, we could no longer rely on Outlook alone. Enter Fresk Desk. This problem was quickly resolved. In addition, there is full accountability, show activity logs, powerful filtering tools, the easily accessible discuss forum, dynamic canned responses and knowledge base. These tools have combined to streamline our workflow and help us provide better and timelier responses to clients. We are still exploring the analytics made possible by tagging and what integrations have to offer.

Has a lot of features, strong automation options, great user interface (second to none).

Limited features in their forums and knowledgebase.

Helpful reporting and data collection.

I like the simplicity of Freshdesk and how quick they staff are to give you support when you need it.

I haven't really noticed anything i dislike at the moment.

We are solving our help desk. Before freshdesk we relied on emails and our memory so lots of things were getting forgotten about. Now we are keeping better track and our business is moving forward in the correct ways.

-Easy to use -Fast support -Simple controls

I would prefer a hosted version to make my own changes, but that is not a dislike of the system

We solved he business problem of not having a helpdesk

The ability to manage multiple communication channels in one solution.

The email threading functionality can be sporadic at times. Support has not been able to determine a solution for the issue.

The system allows us the ability to manage thousands of inbound and outbound emails that are being passed among representatives that still keeps the flow of information intact.

Good customer service, easy to use. good for customers.

some functionality requests but overall nothing really dislike.

Easy to track and analyze tickets

Quick feedback from the Freshdesk team when question was submitted.

Might be useful to have a chat function so that I could work on the problem with assistance in real time, as opposed to e-mailing back and forth.

The main benefit to our team is tracking and organization of tickets.

Freshdesk is a very adaptable solution and has been a big contributor to improve our internal efficiencies. In a fast-paced startup environment, it comes very handy.

Features like keyword tagging aren't performing the way we expect.

We're using freshdesk for CRM management. It has helped us improved a lot.

Chat-based support is usually pretty quick, interface has been significantly improved over the last several months, still some product limitations but it seems like they've kicked development into high gear

Occasional frustrating product limitations

Helpdesk support

The new user interface is a whole step up from before, and I love how I can get greater feedback on clients info when on a client ticket. The dashboard is certainly a benefit with the ability to have tasks to-do on the first screen which take you to that ticket (great for getting tasks ready for the next day)

The integrations are slightly lagging behind with the ones I've used not having accurate set up walk throughs (I know this is on both sides, but not a good feel when going through an integration setup with documentation but end up going to Google anyway). But not end of the world.

Ease of access for our customers to send us support requests for their sites. And the benefit is certainly a more centralised support portal.

We love the /c feature: https://youtu.be/KqnYL-5Z4jU?t=8m40s

cloud application - we'd prefer the local.

standard support helpdesk emails - people ask us on how our products work.

The platform is flexible and powerful. The user interface offers great customisation possibilities and can be integrated with many 3rd party tools / platforms

Some features are still missing, or not implemented

We improved the quality of our support helpdesk.

Many things - I especially like the way you can customise and save your preferred different ticket sorting views. Oh and the dashboard achievements are fun!

Not being able to 'hide' fields I don't use to filter. Not having a scrolling left hand and right hand panels. I'm not keen on the new mint view - customisable colour schemes would help sway me towards using it. Losing the CC'd users when using a macro to put emails from outlook into Freshdesk - perhaps there could be an option to chose whether you want to include the CC'd people or not. You can't add a BCC when creating tickets.

Using Macros to input emails automatically from Outlook into Freshdesk is invaluable.

Very simple and logical interface provides great functionality for customer support. Also from mobile devices, you can get a quick overview of the service with access to all applications with filtering and notifications. Freshdesk allows you to change priorities, agents, statuses and other parameters, automates routine activities, blocks spam and can help your call center. We tested several another systems before and their settings were combined with other rules of processing applications. Here they have a separate section, and the option is divided into notifications to the agent, the client, etc. Everything is much more detailed here.

The system is flexible in usual helpdesk cases but very restricted in case your scenario is a bit different from the standard. There is no way to create a ticket for a customer and send a notification with a ticket number. Only on behalf of the customer or as a regular email.

We've been looking for a system that would allow us to work effectively with clients. It helps effectively process customer requests on all available channels (email, chat, Facebook and Twitter, just a phone, a website).