Freshdesk Reviews & Product Details

We at Purplle use this platform to resolve our customer's problems through Email and chat, we never face any sort of downtime frequently, and it helps in track the number of complaints and also notify us for the same.

It is the time where many of the companies are using AI and I would say that this option should be inbuilt

We have a well-known application Purplle which is India's number 1 beauty destination. Freshdesk helps us to help our customers who reach out to us Via Live chat or mail. it also helps us to save the call conversation that we initiate through Ameyo.

Freshdesk is very valuable to our company. We use the ticket portion to help our staff manage new patient assignments and any issues.

Nothing, we love Freshdesk. It works great.

It solves our patient assignments and makes them flow more efficiently, and allows us to track the patients.

Very user-friendly and does not require in-depth training just to get the hang of it. I can easily manage our company emails with the help of this amazing tool.

You would have to pay extra if you need other users to use the system within your business, but that's understandable. Right now, that's the only thing I don't like about this tool.

We can easily manage our emails by just using this tool. Multiple users can use it at the same time which makes it more amazing since we need to make sure that all our company emails are answered on time.

The most useful thing about Freshdesk is that you can easily assign emails to colleagues and transfer ones you are unsure about to others who can assist! It really easy to use.

The least helpful thing about Freshdesk is that there are too many options. They have unresolved, overdue, due today, open and on hold. They do not apply to every company here; we only use resolved and unresolved.

So what Freshdesk really help with is automated responses (canned responses). These provide quick solutions to a lot of asked questions which are generally most common questions asked.

The Ease to navigate and get notifications. The fact I can schedule myself out of the office is a great feature. The call option is also nice but can be improved. Overall, Freshdesk is good at what it is for in all plans

I am not completely awed by the call feature as one needs to manually resolve the created ticket. I feel the ticket should be resolved automatically once the comment is updated and submitted.

Prioritizing our task has been a good problem solver to customer service. It helps us give particular attention to tickets that needs to be resolved on time, mail notifications are always provided and that has been helpful.

I love the omni channels and how you can take care of a client through the multi-facets, such as ticketing, chatting and calling. In addition to Freddy, IA assists you to make your job easier (little things like suggestions of what type of ticket or helping formulate an email are amazing)

I would prefer if the FreshDesk side housed a client profile where all of the ticketings would be directly housed and managed within the profile instead of our agents needing to change the contact's email to apply the tickets to the merchant. IE A third party emails our company about a mutual client, but it is not tied to the contact yet because it's the third-party email, not the contacts email, and we have continued to reply to the third party, so the ticket stays in limbo

Ticketing and tracking progression of clients complaints to ultimate solutions to their complaints

Hands down, Freshdesk has been one of the best things we have instituted at our company. The ability to successfully track short and long-term issues has resulted in a more stable network environment and improved user trust in our IT department. We also love that we can tailor the ticket fields to track the trends of issues our users are having. This feature lets us see the bigger picture and work towards finding and fixing root problems.

Our biggest hurdle has been training staff to start using and depending on a new ticketing system, which we have not used before. There is also some confusion about setting up the customized email address for our account. The default Freshdesk emails always go to the junk box, so users are unaware the ticket has been received, is being worked on, or has been resolved until IT can fix that hurdle.

It helps us see what user error is versus actual software and hardware issues in our business. Now we know what training deficiencies we may have, and apply other fixes more quickly to prevent work-flow disruption.

The functions about assigning tickets to other team members or other teams within the organization, and the user friendly way of tracking previous service tickets.

I cannot think of any downside. I would only add one filter for my completed tickets.

It provides a platform to locate and resolve issues that users experience. It offers a versatile communication route to update users about the resolution of their problem.

Freshdesk is so easy to use. Canned responses make life so much easier on a daily basis. Managing your daily tasks are a breeze as Freshdesk reminds you what you need to follow up on for the day.

I am very happy with Freshdesk and currently do not have any negative remarks.

It provides a centralised system to manage our incoming emails. It provides a holistic view of what is happening in the company at a given time.

Been using it for years and so happy we changed from Jira to Freshdesk! Jira crashed on us several times and was clunky and hard to use because we outgrew it so fast with so many tickets. So we switched to Freshdesk and haven't had a single problem in years. The price can't be beat and it is so worth it in ease of use compared to Jira. Very easy to setup, we had to setup from scratch and had lost our entire knowledge base and rebuilt it in Jira. We use the ticket system, chat, email and knowledgebase.

I can't think of anything that I don't like about Freshdesk. It has exceeded our expectations as a helpdesk tool and I will be looking at their other products too.

After the first time the helpdesk got spammed they quickly added a mark as spam feature and never had the problem again.