Freshdesk Reviews: 4.4/5 — Solid Choice

It's an easy way to organize emails thought-out a business. You can easily transfer the email to the correct department if needed.

If more than one department is on the email, only one department sees the email and these emails get lost.

We can see you "take" the email and if someone emails multiple times, you can search to see who was involved.

All the extra functions it comes with all being user friendly

A user friendly way of getting detailed reports

Keeping all customers on track and organized

Customers' problems, concerns and necessary documents can always be found in one place. The possibilities are endless and the time savings are insane. All the necessary emails can be conveniently linked together, and with the help of keywords and reminders it is easy to stay on time.

To-dos are one of the most convenient things at freshdesk, but from time to time it would also be necessary to format it for a colleague. Unfortunately, this cannot be done.

Order related questions, package tracking, warranty issues.

It's quite unbelievable the level of funcitonality and service offered by Freshdesk. It transformed our customer service department. When originally looking for a provider, I was being quoted £4-6k per year... and Freshdesk was free!!?! Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have many).

It doesn't connect with your Instagram chat, which is a bit annoying

Freshdesk makes the challenge of team management much easier, as everyone can what everyone else is working on.

It's analytics are top-notch. Very customizable and user-friendly.

forwarding only works within freshdesk and sometimes we need to send tickets to colleagues that aren't authorized agents. The day passes are a good workaround though.

All customer issues in one place, easy to leave notes and assign tickets to other agents

Freshdesk is designed very intuitively and has excellent support documentation and live customer support if needed. The interface is very easy to understand when first logging in, and even the advanced features make logical sense when first using them. I've trained many people on how to use Freshdesk and it's always been a simple process to get new people onboarded. In the rare occasions that I needed help, a representative was easily available on the phone and very informative and helpful with their advice.

There are some features which are available through the detailed analytic reports which would be good to also have available through the regular filtering options. The software has so many functions that it can occasionally be a little tricky to find the exact setting you're hoping to adjust.

We've developed a very complicated software ecosystem for advanced medical research, so there are always lots of questions from users. Freshdesk allows for managing the help desk in a very organized fashion which is easy to search through and track outcomes.

It is extremley easy to set up and get started. You don't need any coding skill to get started with your tickets, chat or knowlegde base. But if you do want to make things a lot more customisable, you can! That's what I love about Freshdesk.

The analytics are super useful but not as easy to navigate in as the rest of the platform. Although I have to say it has been improved a lot over time.

It reduces the resolution time of our tickets and this helps us keep our customers happy and up to speed in the platform.

Simplicity of use and straight forward approach to support ticket management. This simplicity helped a lot when deploying the system to our support agents and developers. Some people from other teams also use the system daily to get usage and agent hours reports. The integrations With Jira and Teams help to keep work manageable. Customer support is usualy quick and take a hans on approach to solving the issues.

Reporting / Dashboard functions are lacking, although slowly improving over time.

Creating a helpdesk workflow that works in our company. Right now, there is not an issue/tickets that gets forgotten or doesn't get an answer. a few years ago, while still using and email aproach to helpdesk, there were complains about things geting forgotten and customer not having an answer.

It makes high volumes of tickets easy to manage

The mobile App could be a bit easier to navigate, but apart from that nothing.

We used to share a team inbox and it was difficult to manage, switching to Freshdesk allowed us to assign tickets to agents ensuring nothing was missed.

The thing I like the best is because the ticketing system is customizable and can be easily adapted to your needs. We first deployed our ticketing environment during the pandemic and it strengthened our team's communication and performance.

There isn't much I don't like, because it's a great product. I am confident your team will benefit from its platform. There are different tiers of subscriptions available. I am sure you'll find something to fit your needs.

We needed a way for our customers to see the progress of their tickets. Our team is small but freshdesk has allowed us the leverage to support a growing customer base. I needed a way to track notes, and tech performance and freshdesk offers reporting and analytics to help with those decision making situations.

The seamless ability to handle all our Customer Support-related tickets and procedures. FreshDesk is a comprehensive way to manage our inquiries and interact with our customers. FreshDesk also offers excellent additional features such as automation for a much more streamlined organization of tickets.

The biggest downside to us as a company was the recent removal of integration with the Twitter/X platform. FreshDesk was a wonderful way to facilitate responses through this social media platform, so losing the ability to integrate with it is understandable due to Twitter/X's recent changes, but also a shame for us.

Communication with your customers is a never-ending challenge for any business. FreshDesk drastically improved our ability to do so as compared to our previous ticketing platform. The benefit of this is greatly heightened customer relationships and streamlined processes for all our agents.

The ticket submission portal is one of the cleanest and most helpful I have seen across the brands1 Particularly the clean layout gives a 'self service' to the requester by making features such as 'knowledge base' and other documentation readily available. We have had many support requests entirely avoided by having many help articles easily located the moment a user interacts with the UI. Icons and categories are well padded / spaced to avoid visual overload which detracts from users even considering self service.

Drill downs for exporting from the technican side can be a little clunky. 1 example; Date ranges would be much easier if inputing text date ranges was a feature and not being forced to click a calendar.

Easy to manage multiple teams within a service desk enviornment and quickly find tickets. This allows us to keep turn times low across multiple categories which sometimes can be tricky in other service desk platforms.

Their customer support is fantastic. I can always reach out to them and know I am going to get help within 24 hours. They are always willing to assist with any needs or questions that I have. The dashboard is extremely user friendly. We are always looking for other things outside of ticketing to use it for.

The only thing that is kind of hard to deal with is the properties section in the tickets. When we have one ticket type selected, we would only want that tickets properties to show up. But this is something that you have to request that they remove for you. I wish we could do it from our side.

We use FreshDesk as an internal ticketing system for our users. We didn't have anything for a ticketing system before, and we are not really a huge tech company. We didn't need something as complex as the other ticketing systems out there, and we also needed to stay within a certain price, and freshdesk checked all of the boxes for us.

Many of us can help our people out. It allows for collaboration and less email to deal with. We have found it has streamlined communication and allows for everyone on the team to help and see what has been said already to those we are helping.

The only downside we have had is when we get into a non ending reply cycle with autoresponders. We have had it happen a time or two. It is just due to autoresponders. But Freshdesk has helped us fix it and we appreciated the help.

We have over 300 people we manage. This allows for these people to send in help requests and our team to communicate. We can also assign tasks to one another.

Freshdesk is a great tailor made solution for helpdesk ticketing. If has got a basic architecture and doesn't need much of a training to get used to.

The pricing is quite high. This can be reviewed by the product team once

Freshdesk is solving our issues with complaint logging, auto assigning, tracking, auyo SLA and escalations.

Freshdesk and the Freshworks suite are powerful! Boasting many features to help you keep up to date with customer communication and empower your employees to do their best work, this software works for a smaller businesses with small teams but could easily scale to a large operation. As someone who is in this software for 8+hrs per day I find it easy and intuitive to use. As a small business we aren't using it to it's full capacity, but have plans to expand our email/social media support to chat and beyond with Freshdesk.

At the capacity to which I use Freshdesk I have yet to see any issues.

Freshdesk makes it very easy to manage emails and social media messages from customers.

Simplicity of ticketing system. Automations

Sometime we have to rely on 3rd paty apps t make some automations work. Example selected mandate option on ticket to close them.

Helps in having a single mode of communication for the entire team and allows to make automations taht help increase efficieny of the organization. With simple changes or template creations, I was able to acheive a reduction f 37% handle time for my teams.

The ticket system is very easy and user friendly. I use it on a daily basis and have never had any issues.

I can not think of anything that I dislike about it.

Keeping track of work items and priorities as well as solutions to our issues. It is any place to take care of everything.

It is very easy to use on my laptop, my mobile android and iPhone. It used daily has so many features, scenarios to canned responses. Creating and using canned responses makes my team work more efficiently. Daily reports to my inbox showing what I need from agent to SLA.

Not been able to set up schedule send time on emails like in outlook.

Freshdesk tickets are automatically assigned to agents based on skill, this is beneficial as I do not need to do it manually.

It is very easy to navigate and easy to use.

Sometimes the pages freeze up and you can't go back to where you were previously

I get to access the customers profile by clicking a link on freshdesk instead of having to look them up on a different website, can edit their information easily and updated their personal details as well as get assigned the ticket you were working when the cx responds back.

Its very user friendly and has good features. We can automate tasks and add canned responses

Sometimes there are bugs that cause issues in the application

There are no issues as of now

Freshdesk processed 741 helpdesk tickets for us last year, as well as an untold amount of individuals looking at at solutions on the helpdesk to answer their questions 24/7/365. It has dropped the support phone calls we get tremendously.

We have not found a reason not to implement Freshdesk.

Providing after hours technical support via the articles on the helpdesk.

Its easy to understand and use, good for customer support, good features. Ease integration

as of now nothing. Its working all great so far

getting emails on time, easy to use and nw featurs threads are really helpful

Intuitive easy-to-use interface to manage our clients' cases and management of case statistics

Requires an advanced level to adjust fields to customize options

Maintain the communication thread with our clients to monitor and control requests. Validate incidents with statistics to determine actions in our clients. Follow-up of cases and incidents. Manage a portal for different customers where I receive requests and attend to additional requirements and incidents all in the same tool.

Easy to use. Very intuitive controls and features. Almost zero learning curve. It just works!

Nothing really. It's very responsive and reliable and if something is experiencing a problem or you have a question, support is always there and responds quickly.

Freshdesk makes it easy for us to communicate with our customers right within the ticket so all communication and information is centralized for each issue in each ticket

Freshdesk is really simple to set up, and the ability to adjust interface, workflow, automations, users, and other features allows us to tailor it to our specific business requirements. Onboarding and customer service have been really knowledgable and polite.

Nothing to dislike, freshdesk has helped a lot of businesses.

Aids in the prompt resolution of concerns by serving as friendly reminders on tickets

It's very easy to use, configure and customize.

Some features that its most advertised are available only on the higher plans, and the price difference between them is high. The Pro plan costs more than double of the Growth plan, and if you are going to pay monthly, it triples.

It has a very good knowledge base, with widget integration and ticketing system.

Simple UI/UX and easy to configure and implements

Nothing. all is good enough, no complaints

Complaints documentation so the complaints easy to organize

Freshdesk is easy to use yet highly customizable based on the end-user experience you desire. With scenarios and automation rules we are able to tailor a streamlined customer service experience.

Nothing important enough to nit pick about it! Notifications could maybe be more visible, but its easy enough as it is!

We use Freshdesk as our Help Desk ticketing system and knowledge base. It helps us prioritize tasks and projects effectively by routing them to the appropriate teams.

Freshdesk helps organize all of our incoming emails for Customer Service across many email addresses. The team can all see who is working on what and what needs to be done. As the manager, I have oversight of it all.

Freshdesk has its own ways of doing things, but once you learn them, it's not bad.

Managing customer communication. We can reply to customers timely and see when we are falling short.