Freshdesk Reviews & Product Details

Freshdesk is extremely user friendly in all aspects. Agents have an easier time resolving tickets quicker and admins can easily set up rules or customization's for the best possible outcome for the team and end user.

There are some configurations that I can't figure out, I have to spend more time in the forums and help center to figure some things out.

More streamlined way to resolve inquiries, able to get customer feedback which has strengthened our knowledge base and in turn deflects new tickets.

We have used Freshdesk from two years now and its pretty much our lifeline for our business.

nothing as yet. Has all the features we need

Customer service and support

Our staff likes the open communication and ability to tract the status of a service/support request. It's also great to be able to have internal notes (especially handy when you are working between multiple support cases).

It would be nice if we could link the online chat with Google Hangouts, but the chat feature isn't that vital and we don't use it often.

We use Freskdesk as the main support line for the staff at all of our school sites. It's great that they can submit a ticket from the portal or with an email and we can keep track of it's progress. .We can also escalate the ticket form a school site to higher level support staff. So much easier than a phone call or catching someone in passing (as we often forget from point A-B or get another call right away).

It makes customer support a lot simpler. Freshdesk continues to help streamline our customer service. It helps to bring queries from Facebook, Twitter and emails into a single back-end which makes my team to efficiently answer queries. With a continuously growing student database, it is key for us to ensure that we meet their requirements and Freshdesk has helped us do exactly that!

Would have loved a YouTube and Instagram integration as we do get a lot of queries in these channels

The main objective was to streamline our Customer Support. By providing a single backend for different channels, Freshdesk has helped us work more efficiently and make my team's lives easier. The provision of a Knowledge Base has eliminated a lot of trivial queries that would come in.

Tracking agent performance is so easy with Freshdesk. Its very easy to keep our reps informed of their productivity and we are able to easily compare their workloads. Freshdesk also makes it quite easy to detect trends so necessary adjustments can be made proactively. It easy to have SLA alerts and we love the customer satisfaction survey options. I also love that the Freshdesk Support team is very responsive!

I wish there was a way to export reports that provide a breakdown of volumes by day.

We are better able to handle the workload. We are able to see all inquiries by requestor for historical purposes. Its quite easy to navigate and we love the ability to prioritize tickets.

The fact fact that my problem was fixed very fast.

Spam emails after contacting the help desk.

social media and website complaint answering and analysis.

I like how tickets are very easy to create and easy for requesters to use. I love their support reps as well- I liked how I was able to state my problem, and my representative was able to pinpoint exactly where and how to solve my problem on Freshdesk.

I do not like how some screens are squished so it's hard to see things on the agent end. Would be nice to expand some windows within features as well as have options to save certain filters for exports created during a certain time rather than 7 days. For support- It took me a while to get a phone call scheduled with a representative.

We are utilizing Freshdesk as a way to organize requests within our company internally. We have found that Freshdesk has simplified our methods of knowing exactly when a request was satisfied, which results in less miscommunication and saves so much time.

Solutions - these help me quickly answer questions for some users, and can prevent questions from being asked because some users actually look for themselves!

You cannot attach or insert a solution into a new "email".

We are able to stay on top of the constant barrage of calls/questions without missing anyone. Our support staff is very small, but we still are able to give amazing customer service because we can manage it all in one place.

Listen to my problems & don't dismiss me

Nothing - they are 100% loveable. I have had a lot of tickets with them during my implementation and every single ticket has had a positive and amazing response.

We build several products and provide many services. We want a helpdesk to accept tickets from email/widget/agent-created and have the ticket land with the correct support group.

Freshdesk implement their systems remotely, and can assist remotely with every question and need. They are available to assist almost always and will give you an estimation to perform the task if it takes a while to perform.

Freshdesk strive to perfection. I think that sometimes this can cause a task to take longer, since they wish to make sure what you request will be done the best way. They will never say "No, we can't do that", they will always try their hardest which I appreciate.

Freshdesk help us consolidate customer support ticketing from two platforms, both in website and app. Never before were we exposed to a variety of options when it comes to filtering service requests, managing queue for our agents, performing actions in bulk, getting accurate reports with which to perform self assessment and improvement. Freshdesk is smooth, clean, efficient and easy to use.

We have been using Freshdesk for a couple months now and it was life changing for our business. To have everything on one platform really helped us better serve our customers.

I wanted to be able to have more of a integration team to set things up for me so I use all that is available to me. Unfortunately right now I know there is so much more I could be using to benefit us and I just haven't had the experience with it yet.

We are able to respond to our customers faster and easier. The Canned Responses have been so helpful. We have now been able to track our agents metrics and hold them accountability for their work performance.

Freshdesk is very simple to use and was easy to configure. Very flexible and customizable.

A few minor issues come to mind. It would be nice to have more customization with rules. Some rules I have multiple variations of because the conditions have to be defined to execute when any condition is met or when all conditions are met. It would be nice to customize "OR" and "AND" options on the rules. Also, it would be nice to have more granular control over customizing administrator settings.

More efficient Helpdesk over our previous system. Very happy.

Simplicity in their UI, Automation of incoming tickets. But by far the best feature? - It's free.

No PowerBI connectivity, lack of channel editing on creation of ticket (ie. was it verbal?)

I was previously with Zendesk, who provided poor support and a lack of care. Zendesk, even on their free platform, gave excellent support in helping me get setup. The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.

Interface for distribution of tickets is very very easy

It’s difficult to do things like checklists for example new hire onboard int process

General help desk tickets

System is well structured and easy to navigate. Asked the support team a question and received a response in minutes.

It's mostly intuitive, but an area that shows (with pictures) how other customers have used freshdesk would be nice. Might be there, just have not found it yet.

Needed a way for users to easily submit tickets regarding my system and have a way to easily respond and keep track of what's left open.

Speed and thorough answers when I need help the most.

nothing, maybe more AI which is on its way

Automating service process, centralizing service in one place! Our customers can help themselves through self service instead of having to call and email every single time they have questions!

The quick support response when needed.

Not as easy to see new tickets coming in vs the old version of fresh desk.

Great way to keep track of tickets/problems.

The Freshworks crew are constantly adding new features which work well.

Customization of the agent dashboard is limited. Some of the email notifications are not customizable (i.e. watchlist notifications).

Support tickets allow traceability of customer problems and resolutions. Solutions to common problem provided in articles customers can use to resolve problems on their own.

It actually saves my time. I can keep control on my agents and stop them from making mistakes. The best thing I like is Dispatch'r, I need not to reach to a ticket or assigned individually to my agents, it automatically happen. Also, observer. Because of Freshdesk, we are able to create a healthy relationship and able to maintain it. Customer service/support part is also superb when its come to solving an issue/query.

I didn't find anything as of now.

We are able to reach more customers in less time and high accuracy. It helped to build a relationship between customer and us.

The tool is very user friendly and the support staff is very good. Its been very rare when I need to connect with the support staff for any problem but every time when I have connected with them, I have got timely response.

Well, the mobile app needs to be worked upon. There is no filter through which I can check the tickets of a specific group.

One stop solution for managing all the customers. Easy to use and the support staff is very cooperative and provides quick and timely resolution