Freshdesk Reviews & Product Details

The support is great, always someone to answer your questions and there's not really anything you can't do

I would like the report to be better. I would like to be able to amend what the client sees.

It's a great way to organise requests.

The dashboard makes helps you to understand what is important and needs focus. I love the layout of the easy to use cloud based platform.

There is a lot of clutter between all the features. I wouldnt say this is a bad thing, just creates a major setup process for small companies that don't need all the bells and whistles.

The system is easy to use and keeps track of all client pending issues. Couldnt ask for a better platform. Overall, I've tried many helpdesks and for the cost and ability to grow, freshdesk deffinitly has the win.

Customer support / response time flexibility

less integration with out freshdesk suites

We are solving the challenge of maintaining hundreds of locations all around the world with a team of two. Our capability of making this system more efficient is only limited by our team utilizing all the tools Freshdesk gives us. Not to mention their support team is always their acting as an inspiration of the service I want to provide.

Freshdesk provides an all-in-one support platform that makes it easy to manage customer support. We are a small company in two locations with a nine hour time difference. By using Freshdesk we are able collaborate on the platform and build a team who enjoys doing support and working like a team.

User rights are a great benefit for larger companies but for small support departments, it can be cumbersome to set boundaries for users.

Live chat in high volume situations, Ticket tracking, customer feedback,

Es simple, dinámico y sin fallas. La operación es sencilla y rápida de aprender. La nube opera sin dificultades y es muy rápida.

No está completamente traducido al español y las configuraciones iniciales no son sencillas.

Somo proveedores de un software para estaciones de servicio en toda Argentina y nuestra mesa e ayuda a clientes se maneja con FreshDesk. Resolvimos problemas de Tickets no registrados, demoras en el número de caso, tiempos de resolución muy altos por falta de controles, etc. Nuestros clientes y nuestros técnico están muy satisfechos.

Let's be honest, most helpdesks are similar... what puts Freshdesk ahead of the pack is their support and constant innovation.

I have not had any features or technical issues that I can mention.

Setup is quick and easy - and we can tailor the look and feel of the helpdesk to match our branding. This is truly an all-in-one solution for a helpdesk. It provides a seamless feel for customers - and our agents enjoy the ease of use.

The effectiveness for my team to quickly pickup the software and learn it after a 5 minute explanation from me.

It has almost everything. I think the "workflow" portion could be beefed up or enhanced a bit.

I use this software in a non-traditional sense. I work for a building company and we needed a way for our sales team to submit for "bids" for new construction. We did it the old fashion way with email and excel. This now automatically creates and loads there tickets and assignments.

Very helpful and responsive support help desk

Cannot restrict/set time limit for agents to access certain tickets/groups. EG. Allow this agent to access certain groups on weekends only.

Tickets from two different emails - different senders - accidentally merged into one.

I like that we can assign tasks to Jira through Freshdesk & leave private notes for each other.

As an agile component I'd like to be able to assign my own titles to the Dashboard & update those as our needs change.

We have a small team & use Freshdesk as a way to streamline communication with each other & our clients. We're able to track our progress & respond to our clients more quickly which has been a real boon.

As a manager, I can monitor the level of customer requests so I can better anticipate high intensity phases and therefore better prepare the operational team. Then, I can easily follow the operational staff's answers. Finally, the possibility of having several portals allows you to address different populations while maintaining a single back office.

We don't have a testing platform, so all the changes we make are directly in production. This can create problems for operational staff and customers.

Thanks to Freshdesk, we have significantly reduced customer response time. Thus we were able to increase their satisfaction. In addition, the tool provides an efficient dashboard that allows us to present data to the board. This allows us to show them the quality of our customer service.

The simple layout and flexibility of automations.

I wish there was a description of what all of the automation rules did.

I'm automating our service desk so that anyone who is new can pick it up easily and be sent reminders on what steps they should be following. Loving the system so far, its letting me build a simple work flow that our new agents will be able to follow easily.

Great and easy overview. Quick response to users..

Missing the ability for the user to vote for ideas/bugs etc

Using it as a support tool for my "side-project-websites"

We can assist our client much better and faster. It is easy to use.

So far nothing. It would be nice if your phone chanel could support calls in Botswana and Lesotho as well. We currently use Aircall in South Africa, but we are looking for a Help Desk tel no in Botswana and Lesotho so that we can all use the system 100%

We can track how long it takes to answer problems, see which agents takes the longest / shortest to respond.

When I log an issue or query Freshdesk staff are quick to respond and often have a solution ready and waiting

I would like more freedom to change the information gathered when tickets are automatically raised from the live chat tool

Identifying product issue trends and feeding into the Analox continuous improvement plan with real data gathered from our products in the field

The support is always super helpful and informative. Friendly agents who get back to you really quickly.

I've not found anything I don't like about Freshdesk in the 4 years I've been using it.

All of our email comms in one place and the ability to all jump in and grab tickets for colleagues if needed

Email to ticket conversion in few steps: It´s very easy to configure an email account and convert them to tickets. Social Networks: Integration with Facebook and Twitter, so I can answer all questions and direct messages from my clients. Live chat: It´s easy to add a chat into my website Customizable interface, Multiple languages, Escalation, Multiple SLA´s Cloud- Hosted The Knowledge base can be populated according to my services I can use my own email servers, so I can manage all incoming/outgoing emails When we close a ticket, The system send a satisfaction survey, which helps us to improve our work

There´s no integration with Instagram or whatsapp yet. It´s not possible to have agents in different plans in the same portal The only way to add agents is by email address

Satisfaction of my customers, Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats, It´s easy to add or delete agents whenever I want. Now I can manage all requests from my customers and notify them about the status of the tickets.

The ability to create and edit documents for our i eternal knowledgbase.

Nothing. Absolutely an enjoyable experience.

Data quality tickets. Analyzing complications s with user experience with the software

Freshdesk, as a ticketing system is a amazing platform by itself.It has all the required features, that any one needs from a ticketing system.Their main strength their after sales support which is amazing.They know their product in and out and are always ready to give new solutions.

Nothing as such.I wish phone calls facility would have been easy & cheap for Indian customers.

Ticketing system for our General support, faculty support and tech support.Its simple and have lots of features that my business needs.

Is it very easy to use and the support team at Freshdesk is great. You get quick replies on chat.

I would like to see snippets of the conversation in the Ticket overview without holding the mouse over the ticket.

Speed up and simplify our support.

Has tremendous flexibility and lots of features but it's still quite simple to learn the basics quickly and get up and running. Support is awesome

Updating tickets happens on the server and not locally so there's a lag between making changes and seeing those reflected locally

I operate a small e-commerce business that is growing fast. We frequently get enquiries about the status of orders that I used to handle via email. Freshdesk has put everything in one place and makes managing customers much easier