Freshdesk Reviews: 4.4/5 — Solid Choice

My absolute favorite features are the number of keyboard shortcuts within Freshdesk along with being able to embed inline images. One of the hardest things to find with a good helpdesk software is the ability to copy and paste inline images into a ticket reply from the clipboard - it speeds up support drastically and makes for a better experience with your customer.

I wish the Company and Contact management was a little more powerful and easier to use. Right now it is a little bit limited with how you create/link people together. I also wish that it was possible to do a CSV Import of tickets to help with bringing everything over from another system.

Freshdesk gives us easier management of our customer issues and problems. Our old system didn't have many features and it was much slower to work with. The email to case function works very well and doesn't often duplicate tickets (which was an issue with our old system). The mobile app also works very well and allows support on the go without being too hard to work with or utilize.

The system is clean and easy to manage from a UX perspective and while there are still some bugs, the new Mint version enhances this even further.

While the software does a good of of managing individual cases, it does not offer much in regards to tying separate cases from separate sources into single account entities.

We are currently using Freshdesk as our support case manager/chat software for communicating with our member base and ensuring that support issues are resolved.

Freshdesk is an easy to use palatform for customer support, as it offers ease of use, and a simple UI.

Has some limited features, and can cause some CR issues down the road due to the lack of features.

Customer support is easy to perform, keep track of, and report using FreshDesk.

We make use of this application to handle the different inconveniences regarding shipping and receipt of merchandise in this way to keep track of all those situations in a personalized way through a domain of the managed only to process concerns of the people.

Offers an excellent service through the personalization of information, I have nothing negative to contribute.

Has a large task panel where you can respond to each request as well as the follow-up through the date of reception and the response date to complete the request, it is easy to use especially because it allows visualizing the different requests in the same panel.

Freshdesk is very easy to navigate when creating and managing tickets. It allows for some serious customization when creating ticket properties. Also, as a big Data guy, Freshdesk offers some awesome Business Intelligence dashboards right on the site, as well as the ability to export clusters of ticket information with a variety of different filters. Overall, I do love Freshdesk and use it 95% of my work day

I'm not a personal fan of the new "mint" experience. Also, I wish I could save more criteria fields when exporting tickets

We're exporting the tickets and using them as data to determine reasons and trends in customer usage and problems they're experiencing

Es muy fácil de integrar, la dashboard proporciona utilidades importantes como el tiempo promedio de respuesta, tickets resueltos y más. El precio es bastante asequible para todo lo que ofrece. Podemos asignar tickets automaticamente a grupos o personas. La configuración es fácil y funciona perfectamente para crear diferentes grupos de trabajo.

La funcionalidad del chat no es del todo buena. Necesita soportar más plataformas sociales como LinkedIn y demás. La interfaz podría estar mejor organizada y ser más familiar visualmente. Por lo demás perfecto.

Gestión de tickets, aumento de la organización en diferentes ámbitos.

Ease of use and the mobile.app is good.

Asset piece is a little clunky hard to figure out and reporting isnt as nice.

Helpdesk management. Showing us volume of tickets.

The ticket management is great! The user interface is clean, simple and very easy to understand.

Freshdesk lacks behind with it's integration into other messaging platforms such as chatbots, linkedin, etc.

Freshdesk has saved us a lot of time answering small simple questions by giving our customers the option to talk directly to me.

The ease of use with most of the functionality, easily able to setup notifications when a customer has submitted, responded to a ticket.

There are a few items in getting setup with that take some time, I have used freshdesk before just as a support agent and now i am using it as an admin before. Thought it should be a bit more simpler than that.

I'm using it to help users understand how to use our product, troubleshoot minor issues. THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.

Great interface and easy to use for customer support.

pricing has to be revised for this software.

Keeps track of customer conversations; ticket creating system.

I like the Dashboards, it helps to get a clear understanding of tickets which are overdue, on hold, unassigned till date, due today and unresolved. it helps to convey our query type, i.e what is the main subject line of query. If the query does not pertains to us, we can forward it to the concerned person.

If the priority level of the query is very high , it doesn't show us the ticket in a separate tab or dashboard. so that we can resolve the ticket on priority, as the name suggest.

freshdesk helps to communicate with the employees with an unique separate email id, so that our official email is not affected with unnecessary, query mails.

fresh desk can work for client if they have short of people

as it is not people oriented, some issues might take more time to communicate

The reason being the product, Freshdesk, a cloud-based help desk software that allows organisations to support their customers through email, phone, website, Facebook and Twitter. Started in a small space at home, today, Freshdesk has moved to one of the swankiest spaces on the IT Highway in Chennai.

Freshdesk is neat, tidy and intuitive. The recently introduced "Mint" interface brings Freshdesk into the modern era and provides all the necessary information right at your fingertips. Add to this the technical support, whether it's via their own ticket system or the instant chat - questions are answered speedily and comprehensively. I also like their method of asking admins if they would like to trial new features, such as the recent customisable dashboards. There are some features still missing but it's a step in the right direction for Freshdesk and nice to be part of the trialing process.

Some features from other help desks are missing such as the ability to have multiple portals under one account. I've been told that this is possible but it seems difficult to implement. They have a method of submitting feature requests but these seem to just sit on their support portal with little feedback which can be a bit frustrating. Having done some portal customisation I have found the online resources for coding changes to be lacking somewhat which meant I had to contact Freshdesk support regularly to find which attributes to change.

Our IT Support team uses Freshdesk to log tickets for user issues. This allows us to organise, track and propose solutions whilst keeping a trail of information that can be easily turned into solutions for our knowledgebase. Our latest challenge is to update our solutions on the site. This will enable users to perform self-service support and to help rectify more simple issues themselves. Once we have enough solutio articles on the site we will also be able to see how well the new automated agent works!

The best thing about freshdesk is that it provides multi-functioning option to communicate with multiple customers and people who visit your website.Ultimately its the best software to solve customer queries.

Sometimes it lags and doesn't provide the customer information when we search mail id on it. Sometime we also witness problem with chat as while the chat is in offline mode the customer chats gets rejected that only problem i witnessed on the freshdesk else everything is fine.

In terms of sales, customer needs their order status on a daily basis so our team while working on it is capable of providing them with the information and storing their queries.

I like the new update alot, was weird at first but is alot better. I like the dashboard and how you can track your progress and work . Also like the new sleek design.

Some times have issues only on freshdesk opening a new tab when I select a ticket. does like the command click short cut some times but not all the time.

assisting customers with travel issues, complaints, reconfirmation, request etc

IOS app included in software. Easy to manage from remote locations. Very user-friendly. Outstanding number of integrations. Reports and gamification features offer a lot of value.

Lack of integration. Ticketing functionality could be better. Lacks change management controls not everyone will appreciate the tool's gamification capability, which sets Freshdesk apart from every other helpdesk competitor in the roundup.

Close SLA’s on time.

With Freshdesk we are able to have our clients email the help desk, we can assign each other tickets, leave notes on tickets and answer clients from within Freshdesk. This helps eliminate a lot of emails and keeps all the info organized in one place.

As with most of these solutions something always seems to be missing, we have yet to find a solution that has it all.

We were missing some client request because they got buried in someones inbox, while Freshdesk keeps it all nice and organized for the admin to oversee.

The ability to log time against tickets is nicely done, private and public notes are managed well and it integrates with our email servers very well.

when pasting images into a ticket, focus is pulled to the SUBMIT Button so if you hit return, you end up commenting prematurely.

recording time spent against specific tickets.

The best bit about FreshDesk are the Day passes that allows non permanent members to the team to access the support desk - this is especially useful for dealing with holiday or changes in team structure. Without committing for a full additional user or two. Also the structure that FreshDesk gave to the support team allows almost anybody to deal with complex issues utilising the canned responses.

Minimal integration into SalesForce - it leaves a lot to be desired even worse is the fact they do not officially support SalesForce Lightening - its been out for 3 years! Probably because they want you to go into their eco system for all your services. The Salesforce plugin has not been updated since FreshSales was released does not take much to put 2 and 2 together.

Reliability of replying and dealing with customer issues, questions enquires etc. Going from a standard Imap inbox into Freshdesk has changed our lives for the better. It has also brought us accountability throughout the entire support process.

Ticket management with internal notes, canned responses and good support

i cannot say there is much i dislike about freshdesk.

Customer support and tasks assignments between the teams

Web Interface is easy to use and has a modern layout.

Not on premise. Would be good to have a version to install on server.

Provide online help desk service to clients.

I like that it's very user friendly and accessible to the public.

I didn't like the graphic design and thought that it could be designed more aesthetically appealing.

I am trying to automate all repetitive administrative work. I've had more time to work directly with customers instead of spending so much time doing day-to-day administrative work.

Link with google Phone number linked. Great follow up system Zapier ready

Old. Interface No history of call logged. Android app is not that good

Help desk for the whole company not linked to human but a department now

The best part of this system is it's easy to use interface. Easy navigation which comes in handy when training other people. Gives clear direction when a large volume of requests are coming in.

When large requests are coming in, the system seems to freeze which slows down productivity. I think they're working on it though.

Successful solutions when dealing with customers thanks to the system.

The setup / configuration is more straightforward than Zendesk. This ease of use and configuration is especially good for the end user portal. It can be setup to look very respectable and functional out of the box. Generally, for the price, it includes many more features than Zen does.

The agent dashboard and day to day UI is less straightforward than it should be. Users can be distracted by the myriad metrics and buttons when they should be focused on addressing the the tickets directly. To that end, it would be nice if the agent UI was more customizable to allow it to be streamlined.

We're running a SaaS based software and services helpdesk. While it's nice to be able to proactively address client questions though a knowledgebase, we are very much focused on ensuring we are getting tickets address and directed to other parts of the organization in an effective manner and integrating with the tools that those groups use.

In general terms, my tool with this tool is positive. The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.

The ticket management is not so intuitive, could improve.

As I work as Customer Success at a SAAS company, constant communication is a key aspect to avoiding churn. Through Freshdesk, I can communicate efficiently with my clients and also quickly.

Freshdesk has one of the best user interface I've used for any customer service software. Having all our contact channels (email, facebook, youtube, etc) all come into one software has increased our customer service and customer happiness.

There is no good automatic chat bot associated with Freshdesk.

Freshdesk connects directly to Magento - when users send us an email we automatically have all their purchase history, and customer service history.

Simple to setup and use. It worked well for us when we were much smaller and it's grown well with us. They continue to add useful features and enhancements which is great. The service has been totally stable for us so it's super reliable.

The UI could use some optimization for agents so common actions require fewer clicks. Machine learning for categorizing tickets would be super helpful. The built in reporting is fairly minimal.

We needed a ticketing system which would also handle change and releases. It's worked well for us.

Simple and intuitive. It helps businesses to kickstart their customer care activities.

Limited functionalities when growing. Simple yet difficult to integrate into a tech ecosystem

Customer satisfaction and sales.

Overall solid product. Easy to learn and use. Allows for multiple people to be work on the same queues and multiple email addresses to route to the right queues.

Trying to track threads for a ticket can get confusing. Sometimes hard to follow.

Allows us some good reporting. It allows us to refer our customers to one place to get help.