Freshdesk Reviews & Product Details

Automated rules and observers for tickets have a good amount of features even when you need to create something very specific.

Ticket list views could be easier to understand with a quick glance. SLA timers would need a feature that the timer is not used when ticket is at a certain status.

Easy way to integrate several message channels in to ticket system (emails, social media, chat...). Integrating especially Facebook and Twitter saves a lot of time from the support team.

Ability to track tickets and assign them to the right person. Very fast and has an app available.

Certain features are a bit confusing, however customer service is very fast and efficient.

Centralized location for IT issues and requests.

The Ticketing Feature. We can share tickets across the company, and provide a lot of info to our customer efficiently.

The inability to customize particular areas of the site. My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company." We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.

We run on a ticket system for our IT support desk. This product gives us the ability to monitor agents as they progress through the system. It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted. We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.

the overall system is wonderful, I like the seamless integration with e-mail and it is collecting users ID to the directory from their first ticket, the issue tracking was never easier and it helps us decreasing the time of closing items. also, I am talking less to my agents now, with help of notes and attachment it could never be easier.

because I don't have the full versions, I wished I could have it materials request, but I learned it is available in the full version

Currently, IT support is being taken care of

I love the mobile apps, allow me to attend my client request immediately.

This is specifically for Zoho, too many products that can be integrated.

Software support for my app.

I really like the way it’s so easy to configure the tool. Intuitive and clear usage. The support team is very reactive ans supportive when contacted by chat or mail.

Although the Mint UI is nicer Andy more modern, there are still gaps between the old and new and have an impact act on the agent view and usage. Also, dashboards are not customisable which is something competitors offer.

Switching to freshdesk helped us force ourselves to rethink how we work and making sure to apply the right way of working. This change is huge but Freshdesk helps us in the process.

Freshdesk makes it easy to keep track of support tickets and keep the whole team in the loop. There are so many options that I feel like I am just scratching the surface.

They have an easy to use interface but I am still waiting to be able to resize images in ticket responses.

We work to provide support to institutions across the globe. Freshdesk makes it easy for customers to submit requests and for our team to track progress as we seek to resolve problems and answer questions. Using Freshdesk has helped us gather information for knowledge base articles from responses to questions from our customers. It has also helped us from having support requests slip through the cracks.

The modern look of this is very clean and professional. We recently received and upgrade from a more dated version of the program and this upgrade made a drastic improvement in terms of looks and feels. The overall functionality of this tool seems to be the same as the old but with a renewed look to freshen up the brand that Freshdesk provides.

The closing of tickets sometimes makes you change a required field to something different and then change it back to acknowledge what it is supposed to be. This is only happened a few times so far. Other than the initial change of the upgrade and to find out where everything was once the update was completed took a little bit of time, just because things changed around a little.

With Freshdesk, we use this for our ticketing system to prioritize tickets and for our team to be able to handle issues within the company in a timely and professional manner. This ticketing system is designed to route tickets to the correct department within our business so that the wrong department isn't handling tickets for another department. This ensures that they are routed to the correct place so they can be handled in a timely fashion.

We do B2B, working with different clients. I love to see all outstanding tickets/questions in one place, and keep track of SLA at the same time!

It has a bit of a learning curve, but if you are used to working in similar systems, you will be just fine. I adjusted the system language to English instead of Dutch, not all translations are present which sometimes gave weird results... but as an international company, English is better anyways.

We just started communicating Freshdesk to clients since this week, so we don't have any results. Being able to get a clear overview plus keeping track of the SLA will be a big help, we think.

setting rules, flexibility setting up new views and organising the workflow

Merging tickets is messy and appears messy for agents.

Organising our workload with flexibility in using views, priorities and rules. Canned responses.

The best thing is the feature that the website already have when some is raising a new ticket the suggested solution appears on the right side of web page. I think it will be more helpful to the user.

In the agent portal homepage when I check the resolved and closed ticket, its color is very light. instead of it, we can use the showing text like Finished To-Do List

We are using it for our internal support. So that we can know how many queries we receive in every month. what is our success ration for solving new tickets? And most important now we can use to build our knowledge base to our team and user or ticket requester as well

The best feature is when you reply to a ticket, FreshDesk automatically starts with "Hi [FirstName]". It sounds silly but it saves so much time and it's super useful. I also like that when I add a new customer you can just add "full name" and it some how divides it into fname and lname. So that's pretty cool

I don't like the way they sort tickets. For some reason I just find the navigation of open and closed tickets to be sorta clunky. also, I setup my notifications to get an email when a ticket is assigned to me and when I click the link in my email, it doesn't open the ticket in freshdesk for some reason so I just copy/paste the ticket id into freshdesk which is also slightly annoying.

We are able to track every customer support ticket in one place. We can also see a history of tickets per customer and see how much time they actually take to support etc.

The interface is simple and intuitive. Customer service is exceptional.

Some small bugs here and there that are fast resolved after reporting.

The complexity of customer service. It makes it easy for our team to communicate all issues.

Other coworkers in my team can access emails from customer so customer gets much faster response. You do not need to rely on the customer hitting "reply all". I love the corresponding phone app that works seamlessly.

I honestly have not found any issues yet.

Better customer interaction within my sales team. We have have open access to customer tickets and can see previous interactions.

Freshdesk organizes tickets and resolutions in a way that is easy to keep our customers up to date on how we are resolving their concerns. The customer gets notified in an email of a change to their ticket.

It is a little difficult to organize and see common questions and issues that come across. If you have multiple support people looking at all the tickets, you might not catch common requests/issues.

We are a software as a service company, so customers are emailing in with functionality, documentation, and glitches that might be going on. We are keeping track of those with solutions and trying to improve our product and get our help documentation to a point where customers can self-help if they prefer to do it that way. Freshdesk has a way to categorize tickets and to see how many of a type you are getting. We have used this to train our staff to better support as customer requests and questions come in.

I like the intuitive user interface which allows for fast navigation, leading to faster customer response times.

The reports are not customisable enough.

Customer service prioritisation, Live chat help desk functionality.

Best for Customer Services and record keeping. Swift to track customer's all previous queries & data. Very helpful for data analysis and to minimize the customer's problems as well as queries. Easy to understand and to use it.

The major flaw I noticed is when we cannot modify it according to our needs. It should be more customized. So we can facilitate our customer more effectively & efficiently.

We are using it for Customer Services. Its doing great to serve our agents and customer in a better way. Its very easy to resolve our agents & customers problems as well as queries.

We really use the " Dispatch'r" " function to send auto replies to initial customer enquirers, and it works really well! Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.

We only scratch the surface of this system - I wish we could make use of more of it's offerings as it looks great ... but as far as what we 'dislike', I can't think of anything !

Auto replies to initial enquiries.

Quick and courteous response to my requests. Easy to configure and maintain. Very customizable.

Only contact is by email. It wold be helpful to have a phone number to call for support. The phone support functionality is not ready for use. We tried it and had to diable it.

Security Certificate request and installation.

There are few things which I love about Freshdesk are 1- Great interface 2- Simple navigation 3- Offers many customizations 4- Freshdesk support team The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.

I would not say dislike as it is a very strong word but I feel Freshdesk can improve lot on below two points. 1- Though the software is not that much buggy but I am must say it is slow. 2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.

We are using Freshdesk mainly for email support and platform support.