Freshdesk Reviews & Product Details

The Ease to navigate and get notifications. The fact I can schedule myself out of the office is a great feature. The call option is also nice but can be improved. Overall, Freshdesk is good at what it is for in all plans

I am not completely awed by the call feature as one needs to manually resolve the created ticket. I feel the ticket should be resolved automatically once the comment is updated and submitted.

Prioritizing our task has been a good problem solver to customer service. It helps us give particular attention to tickets that needs to be resolved on time, mail notifications are always provided and that has been helpful.

It's ability to be linked with other sites like InSight and Fresh Voice with just a press of a button

There's absolutely nothing I deslike about i

Fast and effective, meets our requirements and helps with tracking the teams productivity

Hands down, Freshdesk has been one of the best things we have instituted at our company. The ability to successfully track short and long-term issues has resulted in a more stable network environment and improved user trust in our IT department. We also love that we can tailor the ticket fields to track the trends of issues our users are having. This feature lets us see the bigger picture and work towards finding and fixing root problems.

Our biggest hurdle has been training staff to start using and depending on a new ticketing system, which we have not used before. There is also some confusion about setting up the customized email address for our account. The default Freshdesk emails always go to the junk box, so users are unaware the ticket has been received, is being worked on, or has been resolved until IT can fix that hurdle.

It helps us see what user error is versus actual software and hardware issues in our business. Now we know what training deficiencies we may have, and apply other fixes more quickly to prevent work-flow disruption.

One of my favorite things is being able to mark my time, both in real time and to edit it.

Los reportes de tiempo no se visualizan de manera correcta.

They are a system company, so freshdesk is used by the support desk, tickets are created for every incident or help that customers need. It helps us to have control over user time, task status and ticket creation time.

Using Freshdesk allows your team members to be in constant communication in between coworkers and most importantly in between customer. You can learn all about a client without having to ask any one, just simply go through their emails.

If you sent an automated email from outside, you cannot find it unless the person replies back on that email.

I´m not that involved with the platform.

Automations Groups FreshChat Links to emails

FreshChat unable to initiate chats with users first

Customer and Client query management

It's a super easy tool to implement and deploy. It connects well with our internal tools like Atlassian.

I really dislike the chat function, this could be so much better. I would love to have really strong integration with Intercom which is really innovating.

It helps us organize the inflow of customer and prospect requests. It saves us time in building targeted response plans and allows us to organize defects.

Been using it for years and so happy we changed from Jira to Freshdesk! Jira crashed on us several times and was clunky and hard to use because we outgrew it so fast with so many tickets. So we switched to Freshdesk and haven't had a single problem in years. The price can't be beat and it is so worth it in ease of use compared to Jira. Very easy to setup, we had to setup from scratch and had lost our entire knowledge base and rebuilt it in Jira. We use the ticket system, chat, email and knowledgebase.

I can't think of anything that I don't like about Freshdesk. It has exceeded our expectations as a helpdesk tool and I will be looking at their other products too.

After the first time the helpdesk got spammed they quickly added a mark as spam feature and never had the problem again.

We're a busy digital agency, and FreshDesk allows us to manage all our client support questions and issues in a single place. We can discuss internally and track tickets to ensure we're providing timely, accurate support for our clients.

I've been using FreshDesk for 5+ years and have no complaints or issues at all.

We used to answer all client questions via our regular email inboxes. This was obviously not scalable, and also not trackable in terms of response times, status, etc. FreshDesk is our collaborative inbox where we manage all our support tickets, and it's changed how we operate as an agency.

Very user-friendly and does not require in-depth training just to get the hang of it. I can easily manage our company emails with the help of this amazing tool.

You would have to pay extra if you need other users to use the system within your business, but that's understandable. Right now, that's the only thing I don't like about this tool.

We can easily manage our emails by just using this tool. Multiple users can use it at the same time which makes it more amazing since we need to make sure that all our company emails are answered on time.

its a tool, that let us to combine the Level 1 team with other teams like N2 and specialist, and attend for multiples inputs

I cant assing to multiple teams to tickets

I one only app to attend all tickets by varios means

We at Purplle use this platform to resolve our customer's problems through Email and chat, we never face any sort of downtime frequently, and it helps in track the number of complaints and also notify us for the same.

It is the time where many of the companies are using AI and I would say that this option should be inbuilt

We have a well-known application Purplle which is India's number 1 beauty destination. Freshdesk helps us to help our customers who reach out to us Via Live chat or mail. it also helps us to save the call conversation that we initiate through Ameyo.

The most useful thing about Freshdesk is that you can easily assign emails to colleagues and transfer ones you are unsure about to others who can assist! It really easy to use.

The least helpful thing about Freshdesk is that there are too many options. They have unresolved, overdue, due today, open and on hold. They do not apply to every company here; we only use resolved and unresolved.

So what Freshdesk really help with is automated responses (canned responses). These provide quick solutions to a lot of asked questions which are generally most common questions asked.

Intelligent automation and Workflows provide sure quick resolutions. Easy-to-customize ticket fields that assist personalized and efficient responses. Clean, attractive and Easy to use UI.

Nothing. I have not experienced anything negative to address.

Prioritizing, monitoring and replying to tickets is easy with Freshdesk. Managing and responding to customer inquiries from multiple channels.

It was all started at the time of pandemic , i used work on different domains on fresh works, fresh desk has been great support for agents to map tickets, ensuring tickets resolution, assigning tasks, creating credentials, and the best part we use to create a ticket it shows pending,due and all this made easy to understand, assign mapping the tickets, writting notes on the ticket, routing the ticket, it was great use for medical field that I worked in.

There is no such it was smooth simple easy accessible, great use for tells consulting. Sometimes there would be glitch in call not connecting,call generation link was the main glitch.

It was all started at the time of pandemic , i used work on different domains on fresh works, fresh desk has been great support for agents to map tickets, ensuring tickets resolution, assigning tasks, creating credentials, and the best part we use to create a ticket it shows pending,due and all this made easy to understand

The FreshDesk is fantastic software, very simple to use, and with an excellent interface. You can help the user change the status of the ticket straightforwardly. And the loading quotes are very insightful.

I would say we could have a dark theme and more insightful loading quotes.

The Freshdesk is used to help a lot of user in OSG and OSDF

The customer support os top notch and response time is excellent

The webchat system is lacking some options such as blocking out of country webchats

Freshdesk allows my team to work remotely and handle tickets. Live calls and webchat as well.

The ticket tracking and note section make looking up information a snap!

There isn't anything I would change with this sytem.

This system helps keep all communication in one place, and the notes section allows you to put notes concerning phone conversations or messages about an issue. This helps keep everyone on the team on the same page

What I like most is the visibility of the customer journey and ticket history. Track how often the customer has been engaged and the service history of service incurred.

So far, need to improve the dashboard facing. Recommended to have it visible to all internal users regardless of access status especially on the floating tickets and number of open.

visibility on the issues and concerns that helps improve the customer service of aftermarket. Also, this Freshdesk help address the concerns of BP on the part material code needed as it is already included on the system features.

Freshdesk has so many features that are user-friendly and it everything is essential to monitor and answer customer-related concerns like my current task using this platform.

None so far with my experience using Freshdesk. Everything is beneficial.

Freshdesk helps to monitor and resolve customer-related concerns. Its functions and features are vital in a customer service environment. It also helps gauge customer feedback.