Freshdesk Reviews & Product Details

Freshdesk is so easy to use and is now integrated into our entire support service process. Our distributed teams can easily respond to customers without stepping on each others toes, we are able to improve our response times and get access to reports to ensure our teams are delivering to SLAs.

The only item we don't love right now is that whenever a customer replies it doesn't go to the top of the list. You have to scroll to find the responses.

From a management perspective the transparent reporting has been critical in allowing us to make informed decisions and improve our support services instantly.

Ease of use, multiple integrations, power of Dispatcher, Observer, and Supervisor rules, and the many ways the Freshdesk Helpdesk assist you in customizing the Ticket Details to fit your needs.

Inability to create a Forum article from a Ticket, no built-in search on the Forum page, no direct RSS page, no canned chat responses. Reporting is average at best, and there should be a built-in report writ-r vs. relaying on a 3rd party tool.

System speed, and having control of the work flow. These were huge gains by moving to Freshdesk.

Many functionalities for an affordable rate. We use the tool for 4 of our customers, and essentially as a support tool for news tasks or or job requests. I need to specify that all our customers are in the field of web, ie web site or online platform.

For now, the only things we don't like is the number of third parties apps who can connect with Freshdesk, and the limitation we had meet when we first used the contact form in our web app. A lot of our clients need Internet Explorer 8 support, and the form does'nt looked good in the months it was used.

- Task tracking - Monitoring request - Management tool and Archiving - List using various solutions and help guides

Support from freshdesk - when we started using Freshdesk, they did not have all features which we wanted however unlike other companies they did not tell us that we can't do it - they took their time and got us more or less everything we wanted. Because of this our expectations have increased and we are asking more and more features which in a way helps business both ends.

I haven't had many things that I didn't like or I would say nothing in particularly - there are possible room of improvements in their reporting system and some phone related features but as I say they always willing to work along suggestions and that's best thing that you can have.

Call center management and Email management - it is much more organised and productive.

Freshdesk is scalable from a single user up to a large enterprise - it is reasonably easy to make it grow with your organisation. While is it predominantly cloud-based, there are also a great selection of plugins and third party apps that can make it in a serious business tool for customer service teams. Chat and voice tools are quickly enabled, as are features such as Twitter and Facebook integration. These social channels will listen 'out there' and convert tweets and post to actionable tickets depending on the rules that you set up; you can then respond directly to these tweets right from within Freshdesk.

The customer support from Freshdesk is abominable. While not wishing to be xenophobic, their support team and headoffice is based in India, and this does cause frustration when you explain a problem clearly and concisely in English and yet are not clearly understood. Freshdesk need to also seriously look at implementing some of the ideas that users have submitted on their forums, and not take literally months to respond to feature requests. The lack of features such as being able to initiate a support ticket (rather than the customer having to create a ticket) if annoying, to say the least. There are workarounds for most annoyances such as this, which are explained by community users on the forum.

Freshdesk has helped us to create a far stronger customer support team, in addition to a healthy internal knowledgebank.

It´s surprisingly easy to keep track of your tickets, and solve them in no-time! This helps you to give you a great relationship with your customers. And the arcade is always fun!

I dislike that tickets that you have already answered in time, drops in like "over-due", if the customer answers late. The time stamp should be restarted for every answer. That way you get a accurate overview of which tickets that has passed due, and not.

Customer care.

This is reliable software that can be adopted with very little training requirements and is multilingual

Little dislike, but not all the interactional emails are available for editing.

We are better able to manage our helpdesk workflow thanks to the automated functionalities.

Freshdesk tickets are easily sortable, findable, and serviced. Based on status tickets may move off the first page of visibility, allowing for active open cases to be seen and serviced. Tickets are also searchable along with kb articles. I was surprised how often I have wound up inserting a link (or content) to an existing kb article, or found an issue resolution from a quick search on a keyword used in a prior ticket. Canned responses have been useful, too, though I try to customize responses after inserting the template.

When a customer replies to a ticket that has status updated to 'waiting on customer' or status other than 'open', the ticket status should change back to open and show up on the first page of 'open' tickets. I'd like to be able to pull kb articles off the site, including images and links, so if we ever needed to import them somewhere else we would be able to.

We are supporting our customer base and OEM partnerships with ticket resolution, knowledge base, as well as evangelizing our products with FAQ type documents.

The integration of a helpdesk management platform with a client interface, enabling us to share information directly with our customers through the platform.

Date fields seem only to be available in a YYYY/MM/DD format. Not very flexible field/form generator. Too basic.

We use Freshdesk as a management platform to record all helpdesk support activities / questions coming from our customers (software users). Freshdesk enables us to track tickets, automate responses, integrate pre-set solutions in our answers, record time spent on each ticket, report on personal and team performances, and so on... It is by far to me the best tool i have met with regards to helpdesk management. Very easy to set up and easy in use. You can personalize the customer platform to your company colours.

Freshdesk's customer service is excellent. I mean, really excellent. Sooraj, my customer support contact, went above and beyond to make sure we had everything that we needed. I also really like that Freshdesk has clearly thought through the user experience and added helpful features to make updating and pulling from the knowledge-base much easier.

I don't really like that I need to upgrade to the Estate Plan to customize the CSS so that the site looks nice. I think that this should be possible with the Garden Plan.

PageFair provides a solution to adblocking for publishers so that they can begin to monetize adblocked web traffic. We put non-intrusive, text-only ads back on sites. Our customers are web publishers.

All the automation tools. Incoming ticket rules are great, but I especially like setting up rules that look at existing tickets every hour and can perform whichever actions I set, based on the properties I've indicated. We used this to set up reminder emails on tickets where we are waiting on a response. We don't have to remember to continue to update tickets, and we have a standard that's set for how often we check in before it is closed due to a lack of response.

There's not much I dislike. One annoyance is the contact/requester management. One contact cannot have more than one email address. If a contact is deleted, incoming tickets are marked as spam (good in some cases but I'd rather that not be the default). Contacts can't be merged easily, either.

We were using a free Helpdesk program, which worked for our needs, but wasn't allowing our team function at a higher level. After making a switch to Freshdesk, we've realized the benefits of more efficient ticket handling, which we can see using better reporting tools, and as a result, happier users.

easy setup, customized portal and e-mail notifications when tickets are created.

nothing for the moment, it does all we need

support channels for our product support benefits are quick overview of outstanding problems and easy follow up

Freshdesk is probably the easiest support ticket system in the ticket system industry. We, Freedom!, YouTube MCN, used to work with the ticket system called Sirportly. If we had to describe Sirportly in one word, then the word would be "drama". It was just a horrible support ticket system. On my search for a new support ticket system, I encountered multiple support ticket systems, including Freshdesk. The first things, which attracted my attention, were the additional features, like the quests, leaderboard, and the automated solution suggestions. After digging into the features, I already knew that Freshdesk would be our new ticket system. After almost five months, we are happily using Freshdesk. My team is happy, our partners are happy, and, last but not least, I am happy to use this support ticket system. How likely is it that you would recommend Freshdesk to a friend or colleague? In fact, I already recommended Freshdesk to multiple partners, and, not surprisingly, they are using it, and are very pleased with it. Freshdesk is the number one support ticket system in the industry!

This is more a personal answer, but there is, still, no WIndows Phone app for Freshdesk. I contacted the Freshdesk team once to retrieve an ETA about the development. They told me the app would be live at the end of 2014. It is almost the end of 2014, and there is still no app. At least they promised there would be an app, which satisfies me.

At the moment, we are not facing any business problems with Freshdesk. In fact, we want to use Freshdesk as our main communication platform. We are still in preparation of this process. However, I am sure it will not be a huge hassle.

Flexible and user-friendly for the team, ability to integrate chat window into existing product website.

Weak control on multiple contacts within a single ticket. Lack of functions within time specific automation tasks.

To improve our visibility and accessibility for customer to our support team.

Ease of use, customization and configuration

Have not really had any issues or dislikes with the system. It has worked great for our business needs.

HR, Benefit and Payroll questions, concerns and issues. We are able to build a solutions database for future reference. This allows us to shorten our response time as well as maintain a consistency throughout the company.