Freshdesk Reviews & Product Details

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.