Freshdesk Reviews: 4.4/5 — Solid Choice

It handles load pretty well (500-1000 tickets a day)

Should be easier to define replies after a certain time as new tickets. Simple bugs can take several months to fix.

Fast and efficient customer support

All in one solution, centralized asset management, change management and service desk

CMDB functionality cumbersome, dashboards are not live or customizable

Asset management, service desk automation

-The way you track tickets: Select status and properties of esch ticket -the customer support of Freshdesk is the best -the way freshdesk creates reports

Sometimes when there are figures attached, I am not able to download it. It i click it goes to a website fot visualization but not to be downloaded as gmail does for example. I do not know if maybe I do not know how to do it (I will contact you later) or maybe is like this.

Know statistics every month about: -what is the product with more questions -what is the more asked question (Support cases) this helps us to improve our documentation and to explain better to avoid future questions -include notes in each ticket is useful also for internal issues

Support is fast and easily accessible through chat and online resources.

Although you have an easy to customize product, it would be nice to have more control or have ability to deeper customize areas.

We're able to track and report to our executives on specific trends and projects.

We can create our own rules parameters, it is really easy to understand. We can also export automatically some reports on special datas

Some rules can't be changed because the main system cant be changed, sometimes it can be an issue We can t re open an archive mail

We can export some datas we need and we could not before

How easy it is to use when communicating to people.

Search functionality isn’t the best. Can be hard to find certain things.

Communicating with partners.

Its user friendly and easy to understand. Lots of features makes the ticketing system easy.

Though its an easy appliaction but still not very straight forward.

We are using freshdesk for managing our support requests.

I like that I can easily submit tickets.

I do not like the forums have moved to Hutong sign.

I'm able to fix salary problems and track my referrals. It's a convenient way to communicate with VIPKID.

They always reply in a quick and timely manner. They are very professional and I absolutely believe that they try their best to support and help the customers and teachers. They will always answer, even if its an automated response.

Sometimes because of the language barrier, there is a lot of miscommunication and confusion. Despite the fact that I do believe they try their best to help, there have been many instances where support hasn't been given because either they don't understand the question or we don't understand the answer.

I've used it to get help in order to get in touch with the customer. I've used in if there are some technical difficulties and for general information regarding the company.

I like the ability to communicate with the home office via trackable tickets.

It can be difficult to search past posted updates to find relevant information.

I use freshdesk to contact the home office with questions or concerns. I also read weekly updates. It is beneficial to have a trackable connection of comments and concerns through freshdesk tickets.

Simplicity and efficiency of the system.

I would like there to be more settings other than just canned responses and scenario automations.

Freshdesk helps us connect quickly with our teachers and resolve issues in an efficient manner.

Simplistic approach to support management.

Felt like i had to pay a lot to get some of the higher level features.

Customer Support. Support Management

Easy for clients to use, good user interface, their support is always available when I need them.

Sync with Salesforce is not reliable, hard to read tickets with multiple replies.

Customer support tool, allows clients to open tickets and have multiple agents working on tickets.

It's easy for our customers to use as it's integrated with our support email - as soon as a client emails support a ticket will be created and assigned to someone on our team. It's also great for viewing the status of each ticket, who's court the ball is in, and assigning priority to tickets based on urgency.

It can sometimes be a challenge if a client tries to use the actual freshdesk interface, as the ticket is only usually visible to the requester. If someone else on their team tries to access, for example if the main requester is out of office and someone else needs to pick up where they left off, they won't be able to view the details. The workaround for this is you have to manually check off the box that allows them to see all tickets from the same company, however it's not the most streamlined process. Additionally, replying to a ticket via the UI is also not the most intuitive, especially as the message signature is automatically set to whoever the agent is on the ticket, and you have to manually change the signature if you're cc'd on the ticket but not the agent it's assigned to.

Great for prioritizing and connecting the support team with our client, helps to make sure that the ball isn't dropped on any tickets

I like how everything from email to social media to voicemails and chats is all in one place for agents to reply and look ever.

I wish they would have more ability to have more chats open at once. Sometimes the chats are not ready to be closed out but only 2 can be open at a time. Also depending on internet connection, I have noticed, it will say you are connected to the phone, you can answer and make calls but it is complete dead silence.

It eliminates the need to continue to go to multiple programs and websites to get the same information that freshdesk has in one place.

Its very simple and easy to use .

Reporting should be personalised based on the clients requirements

With a growing customer base FD is helping us to keep a track of all the requests and also design our roadmap accordingly

Amazing reporting features, Automations could be smoothly managed

UI is not smooth and could be worked upon

Managing customer support. Automating lot of internal support processes through various functions and rules.

The software was easy to configure and simple to use. The reporting was fairly decent and you could easily output into Excel for data manipulation.

There were a few scenarios that I felt like we were being nickeled & dimed by FreshDesk. For example, built into their second-tier account layer is built-in functionality that allows a user to send an email from a shared mailbox (support@....com) if the user manually switches the configuration on the individual email. If you want this to be the default, you need to upgrade to the highest tier to gain access to their entire email server suite for approximately 3x the cost.

Used as a ticketing system for tracking interactions with clients. This allowed for an organized way to track the flow of inbound tickets, identify the frequent users, determine the impact of the initiatives, and easily communicate the status of issues.

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier to create and edit than my web site, plus solutions can be easily linked or added to customer responses.

Freshdesk seems to be intended for support for software companies, not consumer products. As such, it is very biased toward a semi-technical customer base. For example, for a user to get support, they must click the button that says "create a ticket". In the software world, that is very obvious lingo, however it confuses non-technical customers (in my world, the ones most likely to need support). It would be more universal to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers just because they didn't know where to start, so that often results in a phone call which is much less effective and much costlier. Additionally, the Freshdesk system prefers to have users create an account before submitting a ticket. That is a lot to ask of customers who are just looking for an answer. Because I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. Editing the customer name requires a surprising number of steps. There are many other similar issues with Freshdesk that I have reported to Freshdesk and they have promised to respond, but that was many months ago now - which makes me think they are having a hard time managing support using their own tool.

Using Freshdesk has allowed me to hire additional part-time support agents and provide a well coordinated response to customer technical questions, product information, endorsements, and general feedback. While it takes some effort to work around the items I dislike, we have still been able to create a lot of lifelong customers because we solved their problems. We have also realized a number of new dealers and distributors who contacted us via our Freshdesk portal.

Easy to utilize, intuitive, strong search capabilities, love the ability to create canned responses.

Wish there was a was to dock tickets to check back up on if needed without keeping the ticket open.

Streamlines the ticket process, helps us escalate things effectively, makes sure that tickets aren't lost.

We use Freshdesk as an integrated support center with our technology platform. They had the most white label friendly features to get set up. They have integrations to systems like Salesforce so we can see details on a customers while replying to inquiries.

It's difficult to have "side" conversations with our sales team on tickets their clients are on. It requires us to have these outside of freshdesk, or have a separate ticket entered, which is redundant. We wish there was an option to have "viewers" that wouldn't cost as much as an admin, or ideally, no cost extra at all. Also wish their was a better surveying tool to record how successful the exchanges go. Time and responses alone aren't telling enough and the happy or sad face survey is too light to tell how we did.

Taking care of client inquiries in an efficient manner that is cataloged. It's very helpful for us to allocate team members time based on inquiry topic, have historical record of conversations. Having solutions to scale common questions for both customer and internal staff.

client portal allows clients to submit tickets and track them allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required can use it not only for support issues but for tracking tasks that need to be completed

anyone can edit anyone else's notes in a ticket and even delete doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other). sometimes notification emails for internal notes will not be received (not in any inbox). sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat). cant copy and paste images from emails. emails sent from within the ticket are sent from a generic account as opposed to your unique email address.

the fact that tickets are automatically created allows resources to focus on value adding work instead of documentation

L’automatisation liée au scénario, même si j’aurai souhaité que ces derniers puissent être accessibles depuis une demande ouverte manuellement.

L’enregistrement automatique des mails rechargeant l’historique des conversations à chaque échange, ce qui peut créer de long fil nuisant à la clarté. Des reportings un peu trop « rigides » à mon goût, car l’ensemble des informations ne peuvent être croisées.

Nous avions des failles au niveau de la traçabilité. Avec Freshdesk, nous gagnons en visibilité auprès de nos clients, chaque demande obtient une référence et est disponible immédiatement sur le portail. Le suivi s’est donc amélioré, ainsi que l’interactivité avec nos clients qui s’est nettement améliorée.

Freshesk is very easy to setup and customize for both a novice or a tech savant.

I did not like how it didn't integrate into our Project Management Software (www.teamwork.com) and that was our only reason for leaving.

Management hundreds of support tickets.

Freshdesk is amazes me in its simplicity. That being said however, it has much more power than I would have ever expected going into it. The ticket system is smooth, and always easy to keep track of who has what, and what is on the docket for the day. As a long distance worker, it keeps me in contact with my coworkers easily.

There are a few issues with the chat system. I would like to see it more useful for coworkers to communicate with each other. It is well versed in communicating with clients, but not with each other. It would also be nice to see some sort of multi-user editor for notes in the tickets. If I change something while my boss has the same note in his editor, we overwrite each other. I would also like to see a more database like system for the company manager. It would be nice to be able to pull specific information from the system without having to wade through the pages of notes we have all written on the company, just to find a password.

It has become very easy for us to delegate tasks to each other in a very peer to peer way which is very beneficial for our company, Freshdesk works with our unusual company structure.

On the Fresh Desk System, the customization function has been one of the best parts for us - Creating our own ticket fields and being able to add and delete different sections whenever we need to. This helps our business as our customer needs are always changing and different issues are arising daily, Freshdesk enables us to keep a real track on what is coming through and helps us identify trends and analyse these quickly by exporting tickets into .csv files. Also FreshDesk support is fantastic, the instant chat option that they have is great - I can easily ask a quick question and it is answered usually within a few minutes. If someone is not avaliable to answer my question, I always submit an email query which is answered within 24hrs or less!

We cannot search for deleted items, a function to move a ticket from completed into a completed section without deleting them off the view would be ideal - Also for us as a business, a integrated calendar on the system would be fantastic; I have discussed this with FreshDesk anyway and it is something that they have been looking into which is fantastic!

FreshDesk as I mentioned previously has enabled us as a business to identify trends in issues that have arisen for our customers, this then leads onto highlighting training issues so we can focus on the problems our customers are facing and tackle these quickly and easily.

It is easy to navigate and have a a of useful tools. I like the fact that they have the emails, chat and calls all in one place! Compared to other CRMs, FD is easy to set up and not complicated. User-friendly!

A lot of glitches as time goes by, there are times where we can't find older emails not even in the archive for some reasons. We raised a concern to support. Although they are responsive, they still hasn't fixed the issue.

There are a few actually; 1. Canned responses has glitch. Everytime I make a new one, I have to double check again if everything is saved because they always cut halfway. I don't know why. 2. Missing emails, some thread history doesn't show and they just have RE: in the beginning of the subject 3. Filters. Sometimes it doesn't work well and even though I filter "All tickets" and sort them correctly, there are some tickets that don't show

Simple and easy to use, and relatively cheap

The training offered is poor, and functionality is limited

It provides a place for customers to raise tickets and check existing knowledgebase articles. We came from having nothing in place, so a good step-up

Support team is really helpful, article and support pages are informatics

It's getting complex if you managing more products

Helping managing customer help desk

It's mostly a good product that we're happy about. It's orderly and the amount of customization that's possible is very much to our satisfaction. While it isn't perfect and we need to use a whole separate Freshworks program for live chat, we are overall happy with the functionality.

The things we are not happy about are problematic and take ages to solve (if they ever are). They are so problematic we seriously consider switching. For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed. Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds. So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)

Freshdesk lets us have shared ownership of multiple mailboxes and gives us the tools to meet our SLA. We use a few integrations for booking time on a ticket, and for linking with JIRA.