Freshdesk Reviews: 4.4/5 — Solid Choice

Freshdesk has a good scope for capturing a lot of information including screenshots and attachments. It also allows communication in the team like commenting and watching tickets. Which is good.

What I don’t like or I think can be improved is consolidated of information rather than scattered in space. Specially all the activities in a ticket, when was it opened, updated closed and other events

Change requests, bug tracking

I like that you can track tickets and revisit ones that are still open.

Sometimes when I submit a ticket, it doesn't always make it to the right team. I think I found a workaround where I can open the site in a different window and hat seems to work better.

We are able to track changes to documentation and fundings - we can all be on the same page about outstanding items.

It is pretty flexible making setting up rules, creating groups, etc... Also being able to create new filters is a nice feature.

Some of the changes with the newest update actually cause issues (there are two new menus to the side of the ticket detail that do not shrink when the screen is reduced but the ticket detail will making the most important information unavailable)

The main purpose is for internal users to submit tickets to our services team however we recently started using it for our outside vendors as well making communication and requests streamlined and visible to the entire team

I like the ability to start scenarios and quickly assign tasks to other members of my team.

There was a bit of a learning curve and some of the features aren't the most functional (such as naming conventions and buttons).

I was able to clear up our inbox and make sure problems and issues were being handled correctly.

Easy and neat UI, useful canned reports, responsive support

Hard to associate incidents to problems or incidents, tags are not searchable

IT customer support

Freshdesk is a very popular help desk software. It's reliable and adecuated for many companies.

The pricing is note very competitive for SME companies

Freshdesk allows us to accelerate and monitor our workflows in IT.

Freshdesk is great for a well organized over view of our customers emails. Previously we handled inquires through outlook, and then gmail. Freshdesk has been a great transition, as it is very easy to locate customers emails, organize through them, prioritize, assign to another agent ect.

Unfortunately with the new update, the call feature on freshdesk has given me a multitude of different issues, and has been a sore point. Although the layout of the new freshdesk is nice.. I think the old layout had a nicer look to it, and did not have nearly as many issues with the phone support as I do now.

We handle customer requests, questions, order inquiries, shipping issues ect. One benefit with freshdesk is that it is easy to communicate with team members on tickets, as well escalate a ticket if we do not have an immediate solution

It's gives us one place to track tickets and offer reporting

The new mint interface is actually lacking some of the simple (and expected features) from the previous version. For example, if you receive a notification you can no longer right click to open in a new tab or window. Also, when you minimize your screen the two menus to the right of the ticket detail take over and the detail shrinks.

Reporting on basic ticket data, offers a global space for all teams to interact and resolve issues

The interface is good. I like the ease and flow of the software

I dislike the fact that it doesn't integrate with Fresh Chat. This causes a number of issues. I also wish I could structure the Groups a bit better. Having trouble with the social chat as well

We offer software support to multiple properties.

I like that you can reach freshdesk support 24/7. Normally they will reply promptly, although occasionally there were agents who didn't manage to follow through the whole conversation - in these instances, it's quite annoying as you can't talk to someone else as the agent hasn't closed the window at FD's end. I like that emails can be converted into a ticket form so agents can work on tickets easily. In addition, I like that there are different functionalities available for admins to monitor the agents' performance.

I dislike that tickets are assigned based on the ticket creation date. It should have more flexibilities, like by priority, etc. For load balanced ticket assignment, if I have two groups and if I set that each agent is only allowed to receive max 1 ticket for both groups, then the agent will receive only 1 ticket assignment from either of the two groups. If I change the configurations, it could happen that each agent receives 2 ticket assignments of one group, but not one from each group. I'd like to see that tickets can be assigned to agents equally for each group. In live chat with the Freshdesk agents, sometimes it takes a bit of the communication before the agents could understand the queires. The difficult / troublesome thing of using Freshdesk is that once you've made a change to the setting, you'd need to think if the action would have any consequences to your other rules. Sometimes when you're not aware of an existing rule / change something without realising its impact, rules won't work and it would have affected agents' (on our end's) efficiency. Also, I dislike the occasional bugs in Freshdesk. Someimes we are sure that we have saved changes, they didn't get saved and are reverted back to the original setting. I would hope the IT dev could be better at FD's end.

Customer services and support. We benefit from that we are able to monitor agents' performance easier, as well as the flexibility of communicating with customers. We are looking into creating FD FAQs to make our pages look more attractive.

intuitive user interface helpful support

it ist not possible to give the chat a break (during the night or lunchbreaks for example) German translation is incomplete

customer support via email + chat with one tool

Basic functionality is easy to use, company and support is very rapid.

Lightweight reporting features, limited exporting abilities. Jira integration is welcome, but somewhat awkward.

Basic customer help desk functionality.

Our customers can quickly and easily create tickets by emailing in, we have the ability to track tickets, search by email or name, and manually create a ticket without assigning it directly to an agent (new feature!). I like the ease of creating knowledge base articles.

With the new look, you can no longer resize images that are pasted into the body of your reply email. You used to be able to drag a corner and resize. It's a very simple feature that doesn't make a huge impact to most, I'm sure, but in customer support we are dropping in screenshots all the time. The lack of resizing capability is an annoyance. While the knowledge base articles are easy to create, editing them can be a nightmare! We paste as plain text, but even then adjusting font or making the bullets look nice can be very time consuming.

Our main goal for Freshdesk was to use it for customer support. Freshdesk has been a huge help in streamlining our support processes.

I like how tickets are kept separated easily

Formatting of emails and solutions is poor, it is not easy to organise ticket views the way I would like, and from forums it appears that requests for changes in how Freshdesk works have been ignored for 4 years. It is hard to keep track of tickets where some has added a note for you.

Keeps email inboxes clear, organises tickets

fast response for my questions. very good customer service

still not fully experienced with the system as my team only started using it few weeks ago

easier reporting

Very easy to learn and use, nice sleek, appearance.

Features are lacking. We need different portals for different groups (Not different products).

Library problems. It's nice to have older tickets on hand to reference and the capability to access recommended solutions.

Ease of use, format, canned responses, reports

Emails out of order even when sorted, bugs in the software

Trending topics

Straight forward in its design, sufficient info for tickets.

We use it in conjunction with Salesforce and it isn't as compatible as we would like.

We use it for tickets to keep track of issues that need to be addressed.

The fact that you address our complaints very fast and follow up on them makes you my best choice. You have also simplified the workload on the various platforms.

Most agents can't view the work they have done under reports.

Our Customer Care section has really improved. Clients get responses to their inquiries on time. The fact that, you assign ticket numbers to inquires raised, makes it easier in tracing old inquiries.

The ticketing function is great. Its easy to file tickets and interact with customers. Its also really easy for clients to view their tickets online. Just be aware that the product is really good for companies that have simple interactions. It becomes cumbersome with interactions like we have that often last longer. The Knowledgebase and Forums also have good functionality.

My biggest complaint is reporting. There should be an intelligent reporting engine like other comparable systems have. There is no reporting on the knowledgebase, AT ALL. You can see how many views a solution has but you can't report on that information. You also cannot report on forums or easily see who is subscribed to one. As for the ticket reporting, the filters are lacking. I end up having to export the data that I can get and do my reports in Tableau. Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.

Providing customers with an easy way to contact us and interact with us on new and existing tickets.

Freshdesk has a number of useful features. What stands out, however, is the speed of their support team.

Occasionally, I would stumble across something where it really seems like there should be a feature. For example, you can't set automatic replies according to support email without setting up tedious IFTTT rules.

Managing multiple support email for different customers.

FreshDesk has a great team behind the product that always willing to help. F Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up). Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.

Coming from using the Front app, the initial couple of weeks using FreshDesk was frustrating to say the very least. With Front being so incredibly easy to use, FreshDesk seemed counter-intuitive, wasn't straight-forward and lacked a lot of the handy tools that Front had like reminders, drafts folders and a very simple layout that just made sense. After a couple of months of use, however, the team has now gotten used to FreshDesk but are still frustrated by the lacks of useful tools.

We are exploring the chat function which we believe could further reduce tickets coming in - always a positive thing!

It's simple and straight forward interface

Lack of configurability for specific forms

We are using this portal as a complaints portal... Centralising all the complaints

Freshdesk hasn't had any downtime since we started using it two years ago. It made us a more organized company and helped us keep up with growth as we started running ads and processing more transactions. Their support team replies quickly. Their online training helped us get implementation done with minimal effort. Best of all, the system is intuitive. No user ever raised a question about how to do something in Freshdesk.

The user interface needs an update. Search also needs improvement. Why is it we can only look for customers sorted by first name? The Facebook connector works, but leaves a lot to be desired.

We prepare shipments for online sellers using Freshdesk for both sales and support interactions. With Freshdesk connected to our general inbox address, we no longer have to wonder if emails are falling through the cracks. As company owner, I get a clear picture of what my team is doing. Also, if an employee is absent or leaves forever we can still see the communication they had with our customers.

The application is very easy to get up to speed on. Very little training is required. Administration of the product is easy and intuitive. The different product/pricing levels make it affordable and make it easy to move up-stream.

When we first signed up Freshdesk signed a BAA for HIPAA compliance. Now they are stating that they are not HIPAA compliant which means we will need to get off of the platform. I'd like to see a slightly richer integration with other apps, specifically with Google Apps and Jira. The integrations that are in place work but their features are limited. I'd like to see a fuller feature set for forums. Some feature implementations are not well thought out as far as how they will impact all customer types. I'd like more flexibility in terms of turning on/off features and would like them to be more fully integrated in the product.

We use it as our customer support site. We don't provide phone support, so this is our primary means of communicating with our customers.

El uso del producto es simple. Sin embargo hay funcionalidades deseables.

Ciertas funcionalidades que se han documentado, que se encuentran en desarrollo y que a la fecha no se tiene respuesta clara de cuando serán corregidas. La limitación de algunas funciones por el plan. El producto aunque es modular el precio no lo es.

Centralización de la información. Comercialmente se gestionan todas las solicitudes de ventas y de soporte unificadamente, integrandose adecuadamente a nuestro SGC ISO 9001:2015

Ease of use, great support, easy to train other agents on

lack of integrations, lack of new mint experience on customer portal, wish FreshChat was an additional option to add on to FreshDesk, ugly customer facing support portal,

ticket creation, bug resolutions

The search bar does a good job of finding key words and locating information

If you don't have the correct keywords to use, the search bar doesn't do any good. This can make it

If I am unsure of a solution to a policy problem, I can turn here to find out. It is the housing for tickets that require assistance through the company.

I like the idea of sending tickets into Freshdesk.

I dislike the response time and how Freshdesk is not very user friendly.

I use freshdesk to help resolve issues working as a teacher for VIPkid

Great way to track help desk tickets and filter them to the appropriate department.

It does not have a great search feature for support articles

Easy way to track the status of my help tickets