Freshdesk Reviews & Product Details

It can speed up and simplify our work. By utilizing this website alone, we are able to respond to consumer inquiries and provide reports. It is accessible from any device also.

The disadvantage of Freshdesk at this time is that it logs you out automatically. That's what I'm observing right now. As of this moment, Freshdesk's service is nice. Just keep up the good service

When there's an issue on the service that we are handling and we need to create a report. We can use the Freshdesk to count all the affected customer by creating Jira. This is very big help because the manegement can take an action right away.

We use the ticketing system and the knowledge base to answer our partners

There is no automated to do task, or a close mentions of the mail response

When we need to solve an ticket it's easier to see who anwered it, or do any action, all the responses, also you can assing to an user the ticket,and the remembers of what they have to do.

Freshdesk is straightforward and intuitive as a support request system. It's simplified enough for a basic user to navigate, but also includes great customization options for those that want to go the extra mile. Staying on top of support requests has never been so easy.

I have not had any issues at all since our implementation of this solution in 2019. No major dislikes or negatives. If I had to pick one it would be having the availability of the bot to eliminate "thank you" responses from re-opening closed requests. We had this for a time (possibly for a trial period) and it helped tremendously in cutting down the need to re-close requests that were already closed, simply due to an end user replying with their thanks. But, otherwise everything else works beautifully.

Freshdesk provides a central location for end users to go for requesting support, which makes their lives easier. It also provides a central repository of all support issues so we can keep email inboxes clear of clutter and maintain a history of requests, including full conversations and solutions which can be recalled at any time for future use.

The automation and configurability for handling and resolving support requests.

I would like to see the system handle external responses to tickets better. Sometimes when staff or clients respond to email threads that are part of a particular ticket, the system will unnecessarily create new duplicate tickets for the same issue.

Our help desk process, including tracking/resolving client issues, has been streamlined.

The upside of using Freshdesk is it's easy to communicate easily with clients or with other staff members. It is a central bank for all incoming emails, calls, faxes, and more.

One thing that I would like to change about Helpdesk is that all new or unopen tickets should be pushed to the top. Sometimes I will get sent a ticket and I won't see it because it will be too far down on the list.

Its solves having multiple inboxes. Everything from fax, missed phone calls, emails, and more get sent to one centralized mailbox (helpdesk) for everyone to see. It is easy to assign tickets to staff members to complete.

The insights which freshdesk provides for the tickets

The analytics dashboard takes time to update the latest data

Freshdesk is solving the problem with creating that tickets and giving the insights out of it in a grouped manner.

How user friendly it is and how it integrates so easily with our tech stack. All support tickets (no matter which channel they're submitting from, i.e. social media, in-app support, email, etc.), route directly to my team's Slack channel and couldn't be easier to identify and manage.

Nothing, but if I had to knit pick, I guess I'd say I wish some of the web design portal templates were more customizable beyond just colors and fonts. Functionally, however, we have no complaints!

As a consumer app, user feedback is everything to us. Freshdesk allows our users to easily submit feedback/complaints and, in turn, allows my team to easily reply and communicate with that user. We can then track the status of each feedback ticket and make sure that each ticket has been properly handled or resolved.

I am having a great experience with Freshdesk as it gets everything in one place: email, messages/SMS, Freshconnect, etc. In short, it meets expectations and is one of the best tools.Contact management and search is awful

I haven't found anything such.Freshdesk has improved so far

Modern and user-friendly design is benefiting me to train others easily and understand the concepts quickly

The speediness of their customer service team.

Sometimes I have a difficult time navigating the site so I am thankful to get help when I need it.

We were trying to figure out how to make a help center forward facing for our customers to use.

Since our company is using Freshdesk, we have improved our service by response and time. It is a great tool and it help us to be more organized.

We would like to get a customer service feedback free.

Customer service complaints, refunds, extensions, communications. It help us to get all of that in just one application, we can even label each one of those emails and be more efficient.

Freshdesk has a user friendly interface that makes it simple for both customers and support agents to navigate and use the software without much hassle. The ticket management and SLA tracking have helped us a lot with staying on top of issues also our clients can view all their tickets and where we are with their request which helps manage client expectations.

Freshdesk is a fantastic customer support platform that offers a seamless user experience personally I don't have any negativity towards this product.

Freshdesk provides a streamlined ticket management system that helps QA technicians effectively handle customer support issues. It's effective ticket management system simplifies the handling of customer support issues allowing for smooth assignment, tracking and resolution.

Reports can be customized and very detailed. Tickets system is neatly organized both from the user and the support interfaces Knowledgebased system documentation allows to document processes etc

Slightly expensive The AI is not yet well developed and mature for production The onboarding team is abit fast when explaining the various components of a system

Central point where all customers issues can be channeled and addressed in the most effective way. This allows timely solutions to customers on various problems

At this moment, I feel the best feature is Freddy. Email writing has become very easy task now.

More filter options should be there. Currently, we don't have enough filter options.

Everything is organized now and I can easily check all the tickets assigned to my team and manage them

I utilize the canned templating features often to provide quick responses to clients. I really appreciate the ability to share links to solutions easily while responding. The platform is intuitive and organized.

As a non-admin user, you are limited to very basic platform usage. It would be nice to have the ability to customize your own dashboards as a basic level user.

FreshDesk allows me to remain in communication with clients, leave internal notes, easily and quickly share resources and solutions, and stay organized while supporting client needs.

its user friendly not much complicated to use

its some times hang and notification problem

it helps us resolve customer queries which they raise through live chat

Its easy to use and wonderful experience while using

Notification problem while we get any tickets we dont get notification sometimes

While we get any ticket as a customer query we use to get the resolution by using fresheesk

Before opting for FreshDesk, we directly responded to the customers via emails. But as we grew, customer inquiries and the team size increased. So it became complicated to manage the customer queries directly via email; it was tough to coordinate who was handling which customer's email. That's when we decided to start using Freshdesk. With Freshdesk's Ticket Management Tool, we can now easily assign tickets to a particular agent, and track the response times, resolution times etc.

Nothing much. The mobile app can be a little more user-friendly.

Ticket Management, Agent Assignment, Tracking, Monitoring, Accountability, Reports

The customer support os top notch and response time is excellent

The webchat system is lacking some options such as blocking out of country webchats

Freshdesk allows my team to work remotely and handle tickets. Live calls and webchat as well.

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.

its a tool, that let us to combine the Level 1 team with other teams like N2 and specialist, and attend for multiples inputs

I cant assing to multiple teams to tickets

I one only app to attend all tickets by varios means