Freshdesk Reviews & Product Details

It is very easy to use. It has a lot of usefull features. The interface is user friendly and easy to navigate. There is virtually no downtime. Support has been excellent and timely.

There should be more integrations such as Vonage AI and ChatGPT and other AI tools. I would like to see more user friendly app development tools that you can use from scratch.

It is a all in one package where our team can diagnose, service and troubleshoot our customer's issues and questions. This software helps with keeping our customers happy.

It's a super user friendly website that is easy to navigate and train new users on. I love the ability to have a dashboard that keeps track of tickets per user, ratings on tickets, different ticket status, and you are able to utilize a 'round robin' feature to ensure that tickets are evenly distributed amongst a team.

I haven't found any roadblocks or hiccups with the current system yet, all seems to be working well for our need for the site!

Organization and time management of tasks, keeping track of projects and deadlines within a team (and sub-team) role within our department, the ability to create internal notes on tickets without alerting the requester, the ability to automate specific tasks to make it easier on the internal user and the ticket requester as well.

Easy to Write and Send Emails!!! Formattting Options are available.

Sometimes - the images that we add - they don't get parsed - it shows the parsed failed and we need to add the images again which is a time taking process.

Easy way of Sending Emails and keeping a Track of all.

* Very organized and has friendly interface * Easy maintaining * Easy access from anywhere * Useful reporting

There is nothing about freshdesk to dislike at the moment

It helps to review our customers help requests and to provide the period to examine and take action

I admit that I have a best user experience on Freshdesk. It is very easy to use, has best interface among ticketing apps I have encountered so far. Developers have done a fantastic job.

I do not see any negative points to be honest. But I would like to highlight a situation which can be addressed. Create and Cancel are next to each other which has made me cancel the ticket after filling up the whole information. If they can be moved to right and left bottom far from each other would be awesome.

It serves as a great ticketing tool and as an email platform as well to serve our customers in a fastest possible and efficient way

Hei, Helppokäyttöisyys on parasta. Valmisvastauksia on riittävästi ja työskentely on tehokasta. Risuja saatte siitä että sähköpostia tulee käsittelemättömistä tiketeistä. T. Sakari

Ylimääräiset muistutukset hoitamattomista tiketeistä saa minut raivostumaan. En usko että olette siihen ainoa syyllinen mutta roskapostini on täynnä niitä joutavanpäiväisiä viestejä

Sähköpostien hallinta on hemmetin helppoa ja kivaa kun käytössä on tällainen sovellus. Työskentely on kivaa ja tehokasta kun pelit ja vehkeet toimivat. Vikoja on ollut vain harvoin.

1. Extremely easy to set up, integrate and use. 2. Pricing plans are competitive. 3. Wonderful APIs - nicely documented and easy to use. 4. Easy to customize and brand the portal.

APIs for integration are missing. We use Freshdesk and Jira via APIs but it's extremely difficult to link the two programmatically.

Freshdesk allows our Customer Support & Success team to operate efficiently. Timely communication with the customers is key and Freshdesk makes it very easy for our SREs.

Ease of use. Customer able to add tickets

I would prefer an app that doesn't charge as much for each user.

Service call

FreshDesk allows you to keep track and organize your service activities all within a web-based platform. You can see your active tickets, ticket history, and previous tickets with the same contact. Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc. The knowledge base is also pretty nice, and you can reference it directly within your ticket. -- FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.

FreshWorks has many components and you don't have to use everything, it just take a little bit of time to understand what each part of FreshWorks is meant for and how you might use it in your business processes...

Handling service tickets via email (Outlook) only works up to a certain volume and number of users; after that it gets messy and creates a poor brand image.

Seamless and detail in data reporting. So much fun using freshdesk

Nothing, freshdesk is already great ticketing system

Related to manage complaint become very organize and detail in reporting

the staff and support agents are helpful and experts at finding the answers to our questions and fixing our issues

The ability to add tags and key words to our FAQs to help users search them faster

The ability to have canned responses and bulk update feature is helpful when we come across a systemwide issue.

Shortcut keys where we can add a canned response while giving a replay and moreover easy to use

Undo time is very less and need to increase the undo time since sometime there will be human error that can be edited post sending the response

Customer queries can solve easily

That we organized all our support and now we have a powerful tool with KPIs and all metrics in one place

Nothing till now (4 years in use with more than 20 aents)

Our clients are sites and we monetize their inventory. We solve all the technical issues with our Support team and keep the commiunications there. Few years ago we did it with outlook, it was impossible to track the threads and have Metrics/reports

Ticket management is great, being able to collab on a ticket to get it solved is very helpful

A little complicated to set up at first. The filters are not always the easiest to manage

Making sure tickets are assigned to a person and getting them done in a timely manner

It's features are extremely helpful from ticket creation to report generation.

Ease of getting help / support. There should be an easier way to get help from the portal itself.

Tracking and monitoring of cases or concerns.

I have been working on Freshdesk for the past few years and it's a fantastic tool to handle emails and resolve customer queries. Downloading reports is quick as flash. Kudos to the team

I didn't find anything lacking in Freshdesk, It's a user-friendly tool to complete all your office work tasks and learn more. One suggestion where you can add spell check in Freshdesk makes life easier.

Easy tool to work on emails, see our individual performance and monitor teams' performance. It's been a fantastic tool so for that I have worked on and I love it and also recommend it to my fellow business partners.

- szybkość działania - mnogość opcji - dobre wsparcie - dodatkowe integracje - łatwość użytkowania nawet dla osób nietecznych

- brak, na ten moment nie miałem problemów

Automatyzacja procesów. Delegowanie zadań w zespole.

It is very easy to use, especially for people that might not be the most familiar with IT. You can set up everything you want to make an agents life easier. Probably the best customer support tool I've used so far.

There is not really much that isn't working. Sometimes it can be a bother to get support from the Indian-Team, since there is a natural language barrier but most of the time they really put a foot down for you and help you get your issues resolved.

Not really problems per se, it is more like they put everything a company needs to provide excellent customer support in one package and here it is. And we're not even using half its features.

The best part about the freshdesk is that it has made work more simplified and easy to understand. Before, we were using Google form which was not that reliable or convenient but on contrary to that Freshdesk has been unbelievably amazing. We are able to mention all the customer's details in 1 ticket and select any query and also we can fill up any offer form directly without sharing it with supervisor or updating the same in Google sheet which was very hectic.

Actually there's not a single reason for me to dislike about freshdesk. It works so good and easy to access. So nope, I have nothing I dislike while using the freshdesk.

When we're using Google form, we needed to fill out many forms but now we can just add note and check all the work that's been going on customer's complaints without having to check all the forms and which data was also hard to maintain.

The most helpful thing about Freshdesk for me, is the integration with other apps that help us massively that we use on a daily basis, as well as the notifications that get sent to you via email, asthis really helps to prevent things from being missed.

Sometimes the amount of emails you get from Freshdesk per ticket can be quite difficult to manage, as sometimes you can get say 3 emails per ticket which can make it hard to navigate and control in your inbox.

Freshdesk helps me to keep on top of tickets, for example if I email a customer and they have not yet replied, I should chase them on this, but it can be easy to forget this when the ticket is in the status of Waiting on Customer, however Freshdesk automatically sends an email to the customer to ask for a reponse.