Freshdesk Reviews: 4.4/5 — Solid Choice

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

A very simple and easy-to-use Ticketing Tool. Being an administrator and an agent the tool is very simple to understand and configure, especially the automation of tickets.

The software doesn't have any negative points except that the Knowledge-Based Section can be improved and if there would have been a option to customize the dashboard as the agent requirement.

The Freshdesk portal is used by the Developers. They raise tickets based on their requirements and needs. They raise it even when they are blocked or having issues on performing their daily activities. As the Freshdesk is used by the IT Department, the developers are restricted to few use.

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.

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.

Freshdesk nos ajudou a organizar os atendimentos de clientes de forma que pudessemos manter controle sobre os processos a serem realizados, também permitiu aos nossos clientes ter controle sobre suas solicitações.

A única coisa que temos problemas é a maneira como as threads e trocas de emails ficam estruturadas, não existe uma continuidade então as conversas ficam confusas.

Freshdesk resolve nossa organização e ajuda a priorizar as tarefas a serem executadas para cada cliente, como temos uma alta demanda, conseguimos organizar os atendimentos por clientes e ter uma visão clara dos processos a serem realizados.

The amount of features this help desk solution offers is outstanding, and all of its free integrations. The pricing is absurdly low as well. For any Small to medium business, this will perfectly work for a helpdesk solution.

The only downside I can even think of is that the UI for both user- and agent-facing sides is not very customizable.

We needed a basic helpdesk ticketing system to keep track of requests to the IT department in our medium-sized company with an IT team of two employees.

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.

Automations Groups FreshChat Links to emails

FreshChat unable to initiate chats with users first

Customer and Client query management

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 is an excellent tool and platform to use especially when handling customer-related concerns and enquiries. It is user-friendly and easy to navigate. It is a vital tool for my current task.

In my experience using Freshdesk, I can say that none so far.

Freshdesk solves different problems as it engages to customers directly and promotes collaboration within the organization. It also helps ease the analytics and reports.

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.

User-friendly interface, Ticket management, Multichannel support, Knowledge base and self-service options, Collaboration and team productivity, coordination among support agents

Limited customization options: Some users may find that Freshdesk's customization options are not extensive enough to meet their specific needs. While it provides certain customization features, there might be limitations in terms of branding and customization of workflows. Pricing structure: Freshdesk's pricing can be a concern for small businesses or startups with limited budgets. The more advanced features and functionality may require higher-priced plans, which may not be affordable for all businesses. Complexity for larger organizations: While Freshdesk is generally user-friendly, some larger organizations with complex support processes may find it challenging to configure the platform to match their specific requirements. Customization for advanced workflows can be time-consuming and require technical expertise.

Ticket management: Freshdesk provides a centralized system for managing customer support tickets. It helps businesses organize, track, and prioritize incoming inquiries, ensuring that no customer query goes unanswered or unresolved. This streamlines the support process, improves response times, and enhances overall customer satisfaction. Multichannel support: With Freshdesk, businesses can handle customer inquiries from various communication channels, including email, phone, chat, social media, and more. This enables businesses to be accessible to customers on their preferred platforms, enhancing convenience and improving customer engagement. Knowledge base and self-service: Freshdesk allows businesses to create a knowledge base and self-service portals where customers can find answers to common questions and issues. This empowers customers to resolve problems independently, reducing the volume of support tickets and freeing up agents to focus on more complex inquiries. It also improves customer experience by providing instant access to relevant information. Collaboration and team productivity: Freshdesk offers collaboration features that facilitate teamwork among support agents. Agents can communicate through internal notes, collaborate on ticket resolutions, and assign tasks to ensure smooth coordination. This improves team productivity, enables knowledge sharing, and reduces the time required to resolve customer issues. Automation and workflows: Freshdesk allows businesses to automate routine tasks and define workflows based on specific criteria. This includes automated ticket routing, escalation rules, and predefined responses. Automation reduces manual effort, improves efficiency, and ensures consistent service delivery. Reporting and analytics: Freshdesk provides reporting and analytics capabilities that offer insights into support team performance, customer satisfaction, ticket resolution times, and other key metrics. These insights help businesses identify areas for improvement, optimize support processes, and make data-driven decisions to enhance customer service.

It is conveniently collecting customer inquiries from different channels to one. Easy visibility on the inquiries of what matters to my organization and me.

The tabs may be confusing since there are a lot of tabs to choose from. Can be better if it can be better streamlined

I only need to go to one place to check inquiries from different platforms, provides more time for me to do more.

Had been using Freshdesk since more than a year and I love how easy to use it is and enables the agents to track their tickets and get analytics for the same at any point of time!

There is nothing in particular but I wish we could get more flexibility for creating custom dashboard with desired parameters

Being a IT Support agent, it helps me complete my day-today tasks, collaborating with the clients and tracking the ETA ensure the SLA is never breached.

Freshdesk is very convinient to use in helping customers concern and inquiry.

There is no negative feedback for Freshdesk

Freshdesk is helping me to give accurate resolution to customers concern

Freshdesk is convenient to use and user friendly

There is no negative feedback about freshdesk.

Freshdesk helps me to resolve customer concern, and it benefits me by giving accurate resolution

the CRM tool which helps to manage sales and build the pipeline to make the sales funnel

There is nothing I hate about Freshworks, I might expect that it should be a little simple to use

to maintain my clientsdatabase

Immediate support from their supprot team Automaitons & analytics They make our life easier by allowing us to do lot's of work arounds to fulfill our requirements

No thing I love the whole product overall, I would've been more happy if freshcaller enabled in KSA & UAE without any limitations, apart from that the entire product is perfect (freshdesk & freshchat).

Freshdesk for us is an escalation management system and helping us to monitor agents performance through dashboards it also supports in replying to emails and Facebook interactions as well as Twitter interactions

The platform is user-friendly, super reliable, intuitive and easy to manage with non-technical resources. Anytime we've encountered any issues (always minor), the Freshdesk team has always been quick to assist. I work with many vendors, and they are hands down the most responsive and always so pleasant.

The reporting features could have more customization features. For example, when viewing agent reports, the report tells you how many tickets an agent has responded to but doesn't have a group total. We aren't able to export email threads. We aren't able to link more than one chat account to Freshdesk.

We're able to manage multiple accounts under one platform and have the ability to silo our many unique accounts when necessary. This is a particular need for our business that other players in the industry have been unable to solve, such as Kustomer.

Freshdesk is an excellent tool for assigning work-related queries. In simple terms it's a toll for ticket management

One disklike about Freshdesk is only the user assigned will be known about the issue.

Freshdesk helps us to connect with issues and respond very quiclkly.

Very helpful to track all records/information of customers to be able to provide quick resolutions to the customers. Furthermore, it helps us to generate with all the details needed.

Nothing bad feedback about freshdesk since it is convenient for all users/agent.

for all customer inquiries/complaints, it's easy for me to provide actual resolutions.

Knowledge Base is the most helpful as a source of information

SMS Feature is a good feature but it needs premium?

Source of Reference Materials

Integrations in Freshdesk and robust functionality with ready-to-use integrations are the keys to maximising customer experience

Report generation and logics are bit complecated

Internal quality and on-time resolution; moreover we can monitor agents' productivity

the way fresh desk can cope up with millions customer details and other details needed thats why fresdesk is the best and useful and recommendable to other people

there's so much to click and there's so much to clicking the need to do and before we finish the task or email that can be done

it is useful to me and my other co workers

very convenient system for all users/agents for all customer concern/inquiries. furthermore, very helpful with all transactions record in freshdesk once you search through Customer names/Ticket number.

No negative comments/feedback about freshdesk as a user

I can track all records/information about the customer once I give resolutions to the customer. Also, it can provide details I need in all of my tasks/report. Since it has analytic data.

FD is very easy to use, intuitive, smart. Makes it easy for my team to delight our customers!

apps that can be integrated in FD is growing but there were some that we want to have soon!

single platform for all customer inflow, made our team more efficient. increase in productivity, higher CSAT scores

You can see the information of customers for reference of the user/Agents. Also, easy to find old transactions once you search the name of customers or Ticket number.

For me, I dont have any bad comments about freshdesk. It's perfect to use it for all users.

All complaints of customer you can see the narrations for all agents for reference of everyone. Furthermore, even you close the ticket once the customer have response the ticket will open again.

- Ability to use several channels - Easy to configure - Efficient tools for agents - Friendly UI - High customization options - Cost-effective solution - Mpdern technologies

Some times one can experience time lag, still the Freshworks team address issues as soon as possible

- We use it as our internal helpdesk system - With advanced agent performance tool we reduced time to reply - One can easily create dashboard and reports - great analytics options

Freshdesk is an excellent platform for support ticket management. It is relatively easy to use and robust in its overall feature offerings. It allows for customization of your specific forms and will enable you to tailor the design to your specific product. There are many integrations and apps that can be used to integrate with your current systems and ability to customize your own widgets for your companies specific needs.

We have been with Freshdesk almost since their beginning years and as my company has grown, we have had more need for advanced features that require upgrading my subscription plan. We sit in some Classic plan that doesn't align with the current day plans and it is tough to see what features we have access to and which ones we do not have available to us. It is almost impossible to change our Forms to fit our needs not without losing all of our past service history and starting over. If we modify one field the wrong way it will wipe out the history for that field. Support is 100% overseas and connectivity issues, and language barrier can be problematic if you need live support. Stick to a chat window if possible.

Being able to direct all of our customer questions and repair needs to one central system is critical to effectively managing our help desk operations. We will look to further integrate freshdesk with our systems or adopt other Freshservice products.