Freshdesk Reviews & Product Details

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.