Freshdesk Reviews & Product Details

From Freshdesk it is easy to access all the support ticket collections we have worked with even before starting our life cycle with this platform: ticket groups from other services such as Zendesk can be imported.

The help center that Freshdesk allows us to configure to receive our customers does not offer so many tools when we need to automate the knowledge bases that are added. There are very few report templates.

We believe that Freshdesk is an excellent choice when working with customer billing processes (when sending payments and having to confirm them, mostly), and for working with any kind of container to store ticket data.

Freshdesk unifies all customer messages that are distributed through various channels, and organizes them into a single source that can be accessed. Freshdesk makes it possible to answer customers and call you directly from chats.

The Freshdesk infrastructure seems to be complex enough that controlling the level of collaboration when there are several people working on a single case is a difficult task. It is advisable to delegate attendance calls by employee or department.

Technical assistance is one of the most important factors to work on to keep customers satisfied once they have purchased our product or service, and Freshdesk serves to deliver the most complete experience possible in terms of quality of communication.

Freshdesk is really easy to set up and use. It allows to keep track of all customer's requests and easily manage them. It has a lot of powerful instruments to help streamline the work of the helpdesk team. It also comes with a mobile app.

Probably at the beginning some features are not immediately clear but once you get used to it, it becomes easier to utilize. Anyway, this happens with most new softwares.

We use Freshdesk mainly for customer care, but we noticed that it can be a powerful instrument to keep track of important conversations inside the various departments of our company and also with our suppliers.

I really like the fact that I get support ticket notifications on my mobile devices and my watch. It makes me look like a rock star when I respond to a support ticket within a few minutes of receiving the alert.

I would like to have the ability to quickly duplicate a support article (clone and article, complete with tags).

My customers need a knowledge base of articles to draw from to solve problems on their own, and I have built out my article collection to cover most of the issues that our customers will encounter.

I like that I am able to send emails to anyone and assign them to the appropriate owner and location

I dislike that there is no filter/tag for spam messages.

We have solved problems that patrons have in a timely fashion.

The mobility and simplicity. I can use it from anywhere and without installing anything.

The only thing I don't like is the duplication of notifications on the phone app, when using the web interface

It does exactly what its meant to do. That is keeping records of customer interactions

The best thing about the freshdesk was it's consistency, whether you are getting bulk of loads on the same platform for the queries. It was the easiest way to response on the multiple tickets instantly.

The one thing I dislike about freshdesk was it's UI was not user friendly. Sometimes it's bit difficult to work on it by finding previous solutions. Otherwise it is one of the best platform to start working on it without any trouble.

We are basically providing resolutions to the customers for the queries that they have raised.For each and every responses customer do have the option to give the feedback for the conversation.

1) easily integration with simple user interface and very organizable. 2) love the features and how it is designed. 3) Easy to use.

nothing as such can be said which is disliked but sometimes the app is very slow while opening.

My company and i are able to see the tickets raised on time, the tat time for solving the customer queries is resolved and a proper visibility and transparency.

Product: - Easy to configure - Nice to use - Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive Service: - The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!

Options for data dumps is limited. I would like to see more a greater range of timescale options, and other criteria. I would also like to be able to export to an email address not associated to an Agent

Previously we could not auto-triage inbound customer enquiries, now we can. This saves time and means effective prioritisation that improves the end customer experience. Also prior to Freshdesk, our customers could not track their own tickets. Now they can.

The filter feature of the freshdesk is the best. Gives you so many option to filter your emails from the bulk received so that you can prioritize your responses.

The going back feature is very irritating. Every time you have to go back to an email you have to go all the way back.

Responding to customers, giving canned responses, looping concerned people in freshdesk. It keeps people related to the problem in touch with the email and its progress.

An easy user interface and the easy-to-understand reports

The possibility to modify how mails are being auto answered is not dynamic enough

Technical it-problems (SW)

The ability to streamline work orders - automate assignment to the relevant staff member - and collaborate and pass off projects to coworkers. Meet SLA's and report on time/internal billing as well as productivity

Nothing - it's a really easy system to use

We use Freshdesk as an internal portal for managers and staff to request marketing collateral and materials - using solutions for templates etc and standard answers. We can now track all jobs, hours spent on them, and other categories

Ease of use, clarity of tickets, auto-responses, grouping tickets and simple implementation

Some of the automations used to be a little tricky to configure but this has been improved with a software update.

Improved cusotmer service. We've used SSO to integrate with our own application so out customers are able to access our support services from right within Freshdesk.

The system is very user friendly. It provides monthly features.

Every system has something to improve but FreshDesk is really good enough to provide platform for your business.

Technical problems. The ticket system is easy to use.

I like how easy it is to use Freshdesk. One unique feature is that you can see when other agents are either looking at or replying to a ticket so that you do not have 2 responses getting sent out simultaneously.

I cannot think of any downsides to Freshdesk.

We use Freshdesk as our customer support portal. This helps our team track issues and questions coming in from our customers.

Freshdesk allows us to send tasks to everybody in the company. Creates organization on what tasks needs to be completed. Can also be used as a reminder. The tickets can be passed and worked on by several different people. It is great to keep yourself organize.

It would be great is Freshdesk could somehow incorporate Salesforce and have autofill properties or have some kind of autofill properties that you could do to make tickets. It would make creating tickets faster.

Freshdesk lets us create different tasks to every department without losing them. You are able to keep track of every single ticket that has been created.

You are able to communicate with customers and manage, tracethe communications eith customers

To be honest there is nothing bad to say

Assisting our customers daily through Freshdesk

Ease of use and setup. Took about 10 minutes to get the connection setup and running. Custom rules and extras to help sort and filter tickets.

Nothing yet. The entire system works flawlessly.

We track tickets that need to be submitted by users who don't have logins, so this is a great solution.

We love it that you can organize a large quantity of support requests, prioritize them, and execute on solving them without concern that someone is being missed. We also love the ease with which you can create and add to the knowledge base. This keeps our customers up to date on the latest happenings. We also love the support offered by FreshDesk. If we have a question, they answer quickly and precisely. FreshDesk also offers different webinars that help us learn how to use the application.

Perhaps something we might like from FreshDesk would be a large selection of templates for the Knowledge Base, without having to buy those from a third party. We would also like the ability to export knowledge base articles for use by some of our business partners who have licensed our technology. In those cases, the partners could then easily import the pages they want, make slight changes, and launch their knowledge base.

We are solving the problem of helping clients who need tips, advice, or any general help. We do this more efficiently than we ever did in the past. The application cuts down on triage, sorting, prioritizing and solving customer questions through the ticketing system. We also offer information to our user base who use our no code designer. The knowledge base gives them a place where clients can look up information, learn, and apply their knowledge. Each of these client users can also share their knowledge using the forum.

The ability to integrate it with our current email platform and have it automatically create a ticket for you. As we get a lot of different queries in for different departments, the ability to assign what type of query it is (sales, complaint, finance etc) is great as the appropriate department can pick it up.

Sometimes filtering the tickets can be a bit slow and sometimes clunky. Also when selecting the show activity bit on the ticket itself, I'd like if you were also able to see the correspondence between customer and agent at the same time as the activity log.

We have a lot of departments that deal with various different queries and all have conversations with our customers in one way or another. Ranging from sales, to customer support, to technical support. Freshdesk has helped keep queries tidy and all in one place, so if there are queries that cross departments, the agent in the other department can see the full history and pick up where the previous department left off. This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.