Freshdesk Reviews & Product Details

I like the pricing and features. And they kept us on the very first plan.

The freshdesk roadmap is not clear for each plan.

One number for each support ticket.

Customer collaboration is easy to manage and ensures smooth resolutions when things go wrong

limitations on reporting, functionality within the ticket auto assign

Customer service management, issue resolution

We use this across various sister companies, ability to see how other tech are fixing issues is helpful, ability to auto-assign techs based on who sent the ticket in is very helpful.

My only main complaint is with the phone app - that the unread alert count just growing, wish it was just unread for my own tickets, don't really care about others tickets.

Ability to bring IT depts together from various locations and reassign tickets to other locations if needed.

I like how quick it is to create, assign, and resolve tickets.

I can't think of anything off the top of my head.

We have a small, understaffed IT group in a fire department, and we needed an agile help desk system because requests were falling through the cracks. FreshDesk has made it so that we stay on top of requests and resolve them quicker.

The ability to review agent performance and adjust settings on the fly.

I feel like some of the reports a lacking. In particular missed call reports.

We are able to use Freshdesk to do live chat, phones, and tickets.

Dashboards were very clear and straight forward, and it looks like the reporting is easy to use. The free option for us - we only get two or three calls a week - looks like it will suffic

It wasn't clear to me (maybe I'm daft!) that agents need to be set up, that could be clearer, with maybe a flow chart of how it's done.

Our old system has stopped working, this has replaced it and it looks more flexible that the old system. It means that we can log solutions that everyone can see.

Threaded conversations generated flexibly from email or portal as origination point. EASY and very functional tagged kb article creation. Very easy customer-facing and agent-facing portals. Very customer friendly interface. Fairly easy to customize form fields for "customers" and new ticket requests, with some available branching logic for tickets. I can't say enough good things about the product support team as well. All of my questions as well as consultation for my whole team have been handled quickly and completely (to the capabilities of the system). Although we haven't implemented many rules for incoming tickets, there are a lot of logic based efficiency automations that can be set up if your incoming tickets are of a nature that they can be handled in predictable ways. The ability to deploy additional portals from the same instance is great - and we are setting up at least one additional for another group.

The customer fields associated with a requester cannot be exported along with ticket data for analysis. We have a number of data categories that are necessary for us to be able to understand our customers asking for help that do not correlate with a "company." Although we have been offered a kludgey workaround for this, it is not practical and I have to use an external data source for this information, create a table of tickets with requesters, and join to the external data source in order to do our normal analysis. I would rate a "10" if the ticket export allowed the option to choose customer data fields along with the output as well. It is very much oriented to being a support site for a business with corporate customers, but we are a large university with 100% internal clients. Reporting is vague (thus my need to export data in order to benchmark).

Our department converted to a very complex marketing automation system that we provide, train on and support, as a service internally within the entire enterprise. This requires additional support "agents" across multiple sub-organizations in addition to our regular helpdesk staff. Adopting Freshdesk allowed us to much more flexibly collaborate with a cross-functional team of "agents" who fulfill a number of helping roles specifically for our marketing system.

FR and EN articles easily doable HTML coding

Hosting videos don’t always work in articles

No comments

The ticketing system could help us on everyday tasks. Plus the assignment to various operators.

WOuld like more colors in order to categorize the requests

We are more than one person handling the same email accounts.

We just moved from other ticketing system to Freshdesk. The changed from my point of view is dramatic! For example, 1. The way that one contact can be share / add into to multiple companies. 2. The way when you have time split between statuses. 3. Simplify work procedures ( Canned responses)

1. You cannot crate a group of contact based on a company. 2. The support in Hebrew language could be better (Right to left direction, Customer portal) 3. Integration with 3rd party software like SQL - I need to import the data on daily basis

Just simplify the way we work, it is more intuitive. Give more option to our customers to engage with support team.

I like the flexibility of the software and the ability to integrate with other software.

The setup/onboarding process can be challenging.

We are using the helpdesk as a client service hub.

I ran into an issue late Tuesday night. My Wednesday morning there were several missed calls on my phone history from freshdesk reps. When I called back a wrap picked up his phone immediately. Their follow-up is excellent.

I wish there was someone managing the helpdesk desk more often so I don't need to leave my information to get a call back

Problems integrating jira with freshdesk

Freshdesk is one of the best applications for small and medium business customers. It is possible to assign customer requests. I like that Freshdesk easily integrates into several subsystems and provides the flexibility to use it in several channels, such as a PC. And it also has a special mobile application - it's very convenient.

 I do not like that we can not insert videos and large documents. And also I want to be able to instantly connect Freshdesk to notifications by e-mail. For example, if we publish a new ad, we want all customers to see it right away. I would also like to have access to analytics. And the opportunity to see how many active users from the total.

This helps us stay in touch with customers and help them solve their problems using systems. In addition, our technical support is much organized and accelerated. Freshdesk helps us in providing instant offers to our customers, and this significantly increases our sales

The tool is very simple to set and use. The support services are very responsive and efficient.

Cannot go much deeper with reports. An app was recently added with no agreement from us.

We can l'âge our customer support activities thanks to FD.

The ability to requeue tickets from any queueⁿⁿ9||ê

The ability to lock a ticket Someone else is working on a ticket.

We are solving the problems of not forgetting items for our clients when on the phone. Retimeing tickets.

I like the fact that freshdesk is minimal, it's elegant user interfaces, and simple easy to understand settings management.

I think freshdesk mobile apps could be a valuable tool for customers to check on their existing tickets

Our support system relies on a manual log book, and this creates a lot of chaos. missed deadlines, issues not attended to and proper task assignment and team management is lacking. Freshdesk is the answer to this.

Easy set up, good customer support, customization to fit my needs

Reports are very basic, no click to call support option.

I am operating an IT Service Desk. Tracking and attending to requests.

Service is mostly useful and operating without any huge issues.

Very rarely i'm facing some issues but they are often related to 3rd party software of hardware.

We are providing our customers with technical and informational support. It's easy to get or create tickets and manage them.

Simple, easy interface at affordable prices. Starting as a SMB, having this tool available for free was amazing!

The interface is not ideal for handling multiple incoming emails that need to be managed separately (ex. multiple departments). For this, I would recommend separate Freshdesk accounts...

Managing the flurry of customer support emails that come in for our retail brand. This tool has kept us from forgetting about or overlooking customer emails; we use to just Google Groups to manages customer emails, but their interface was not conducive to maintaining timely responses.

Its like a huge automated to-do list that automatically tracks your customers and nags you when you forget something.

Not a great fan of the Freshdesk support site - it always takes me 30 minutes to work out how to open a ticket.

Job tracking and time allocation is now handled much better than with our old paper and pen system.