Freshdesk Reviews & Product Details

The UI and the features are great and easy to use.

The scenario automation can still be improved.

Infrastructure Modernization-related concerns

Easy tracking of tickets In one click, we can identify the productivity of agents/resources. Tracking hours spent on ticket.

Identifying duplicate tags in one click, sometimes ticket categorization did not happen correctly. Auto assignment of tickets based on bandwidth or previously assigned count of tickets.

It is helping to focus all customer related tasks on one platform, before Freshdesk, we were checking every email and were not sure how to figure out pending work. FD allows us to track the customer journey and happiness count via ticket and getting review from customer.

We use Freshdesk daily as a client <> operator communication system, and as a job monitoring system, plus to handle general enquries. It's been a fundamental part of our business since about ?2009 or so. We were early adopters. We're on a fairly low end plan (grandfathered) but it fulfills all the needs we have for it. The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement. When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.

I would like to see more of the API (custom objects) opened to the lower end plans. I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.

It handles all our clinet communication effectively.

The interface is incredibly user-friendly, mirroring the intuitiveness of its features. It effectively handles workflow management across all departments. The customization options are fantastic, enabling me to tailor the portal to my preferences. The automation feature is a game-changer, notably cutting down on manual tasks. Our tech engineers experience a seamless flow when integrating with other portals. It has become an indispensable daily work tool for our company. Lastly, I appreciate the prompt responses from the Freshworks team whenever assistance is required.

The portal offers only one free theme option. Unfortunately, there is no discount available for the annual renewal.

Workflow Management: helps in managing the workflow of all departments, indicating a solution to the problem of inefficient or disorganized processes. Customization: The tool offers customization options, allowing users to modify the portal according to their preferences. This addresses the issue of one-size-fits-all solutions and enables a tailored experience. Automation: Freshdesk's automation features significantly reduce manual tasks. This addresses the problem of time-consuming and repetitive processes, increasing overall efficiency. Integration: The seamless integration with other portals benefits tech engineers by providing a smooth workflow. This solves the problem of potential disruptions or complexities in integrating various systems. Daily Work Tool: Freshdesk becomes an everyday work tool for the company. This suggests that it centralizes and streamlines various tasks, solving the problem of scattered tools and applications. Customer Support: Quick responses from the Freshworks team when assistance is needed solve the problem of delayed or inadequate customer support, ensuring that users get the help they need promptly.

The best thing about Freshdesk is the immense amount of features and integrations, that make customer support smooth and scalable for us, which is a huge plus for our small team supporting thousands of active users. It ensures our operations run seamlessly and we can provide quick assistance. The platform has tons of features and is also surprisingly easy to use - if you don't want something, it's hidden away and doesn't impact the workflow.

We've been with freshdesk for almost a decade now and they've gone through 3 versions of pricing tiers - and everytime it was a little annoying to figure out where we were, what features were allowed and adjust.

Freshdesk is effectively addressing our challenges of working in small team and catering to a substantial user base across three products. The platform's automations, workflows, and role assignments have proven instrumental in streamlining our operations. This enhances our ability to provide timely and personalized support. Integrations and the dozens of available automations help us reduce response times.

User-Friendly Interface Multi-Channel Support Automation and Ticketing Integration Capabilities Reporting and Analytics Customer support Comprehensive functionality

Integration Challenges: While Freshdesk offers a variety of integrations, we encounter challenges when trying to integrate with specific third-party applications or systems that are crucial to their workflow.

Overall, Freshdesk is a comprehensive customer support solution that can help businesses to solve a number of problems and achieve their business goals.

It is a platform that helps you keep your company's tickets in order. The part of being able to have pre-recorded answers has simplified my daily tasks, I like it a lot.

In order to access certain functions you must purchase the more specialized levels, although in general the basics are included in the program for free. Depending on your needs are the packages that you can purchase, even if it means spending a little more money.

To give order and control to the number of daily tickets received in our customer service mailbox.

It's easy to use and provides a quick response time.

I do not like that we can't unmerge tickets when we've accidentally merged them into the wrong ticket.

It's helping us have a faster response time to our customers.

The short learning curve allows you to customize workflows according to the processes to be implemented. The interface is simple and easy to use, it is not overloaded and the data is within reach.

That there are some views that cannot be deactivated for certain users, even if they do not have permissions. The limit of direct historical files since they separate the data from one point.

Centralize and manage information from multiple sources in a single workflow, control and response. Information is organized and cataloged for better monitoring and evidence. Loose ends of case management through independent channels are eliminated since procedures are channeled and managed based on guidelines.

User friendly, well structured, informative

Sometimes it's slow, and takes time to recover

To communicate with clients

1. Intuitive and User-Friendly Interface 2.Multi-Channel Support:

1. Cost for advanced features 2.Learning Curve for Customization

1. Ticketing System Efficiency 2.Automation of Repetitive Tasks

Very intuitive dashboard with options to filter your ticket view to see specific things. There's some great report functionality to keep track of performance and metrics over time. Overall, it's a great platform for Customer Support agents who work in a team environment.

Copying and pasting text with source formatting will cause a white section to show in the ticket once the reply is sent.

The ability to set up advanced automation scenarios helps to save time for many things. I love the filter options in the ticket dashboard with the New and My Open Tickets display view. This helps to drill down to view specific tickets based on a number of criteria.

Ease. Whether you have handled a CRM platform in past or not, you can easily navigate through Freshdesk Or Freschat.

Reports and Analytics. Multiple shortcomings and the team should improve it rather than suggesting apps to download.

As I said, it is an intuitive and easy to use platform for us. Ticketing os easy

Freshdesk allows us to stay organized and keep visibility throughout the entire team providing more time to focus on projects and initiatives. Reports and KPIs are very valuable and easy to use. Freshdesk was very simple to introduce to the team, the platform is intuative and user freindly requiring very little time investment for training.

Sometimes it is harder to track back conversations/threads

Freshdesk has become a tool for our Customer Service team to use and ensure we are offering premuim service to our customers.

Low learning curve, and extremely easy to use. I like that I am able to view, manage, and respond to all of my tickets in one place. The ability to integrate canned responses, and your own knowledge base is a plus.

Works great, and performs well. I haven't had a single issue so far!

We switched to Freshdesk along with Freshchat from Kustomer. We use Freshdesk daily to record customer's issues, inquires, as well as respond to them through emails. Freshdesk is mostly used for reporting technical issues with our customers as well as for any issue that needs constant follow up. It's definitely a great asset in communicating with our customers effectively.