Freshdesk Reviews

Summary: Overall, Freshdesk is an incredible help desk platform suitable for any size of business. The user interface is fairly intuitive. By far we are very happy with the Freshdesk platform.

Positive: I really like that, this platform allows my organization to have a multi-channel help desk to effortlessly interact with customers.
Self-help services integrated and well-organized ticketing.

Negative: Category-based support routing should be there.

Summary: Overall, the ease of communication and broad features makes Freshdesk the best solution for client help Desk. It has the best chatting and ticketing management system. Loved by our support team.

Positive: Freshdesk significantly helped in reducing the support time for vetting connected and managing tickets. It's an intuitive platform, not only for us its also for our clients. The chat room is well designed and offers useful integrations.

Negative: No downside I ever experienced. It's worth a try.

Summary: Freshdesk is a versatile helpdesk tool. I liked the option, that users can easily request support tickets from multiple platforms including email, chat, social media messages. The knowledge-based queries and chatbot come in very handy to reduce support requests. Our clients also loved this platform.

Positive: The ability to manage mass tickets are great. You can integrate Freshdesk with a business social media account to give instant support. The knowledge-based and chatbot is a great addition to its power. Clients can easily create tickets. Freshdesk also makes it easy to assign ticket as per support requests.

Negative: Reports are not good, it's difficult to analyze support performance.

Summary: Freshdesk is very innovative software designed for Customer support helpdesk. It is very customisable in terms of categorisation, automation, routing of tickets. Which saves a lot time of assigning and categorisation of tickets. I have created multiple service level agreement policies, which assign the due time automatically to close the tickets based on the predefined policy. It creates tickets in automation for every call and chats and can be used in future for reference. Freshdesk helps us a lot to efficiently manage and resolve the customer issues.

Positive: Freshdesk is engagement oriented CEC. Which helped us achieve our record fast settlement and tracking of issues of our customers. It is one of the most filtered software available for customer support desk. It supports forced SLA policy implementations based on set up policies. It has ticket huddle option with internal chat based discussion on organisation level.

Negative: Freshdesk offers much more than a standalone customer engagement center. Nothing to criticize.

Summary: Freshdesk is a very productive platform. We are very much impressed and have an overall positive experience with this helpdesk platform. It provides us an excellent platform to solve our customer's issues.

Positive: #1- It provides a complete solution for business and customer helpdesk.
#2- It also integrates with the Slack app, gives effortless to access, and assign tickets for customers within the slack app.
#3- Customer feedback to rate contact sessions.

Negative: #1- We had an overall positive experience with it.

Summary: Freshdesk is best of all in terms of business helpdesk tool. Its capabilities and performance are mind-blowing. I switched from other helps desk tool and it was one of my best decision. It gave me a way to connect and solve client problems effortlessly.

Positive: Freshdesk allows my business to connect with clients using live chat. Very convenient FaQ section, which allows us to solve the issue without contacting support. It allows us to generate and track ongoing tickets. Compatible with a mobile version also.

Negative: Freshdesk is the best helpdesk tool, I didn't have any cons to share. It does its job very well.

Summary: Freshdesk Chat has helped a lot to correctly establish the customer service system, this chat has allowed us to receive notifications every time a customer tries to contact us through the website, we have correctly distributed the number of agents so that they attend to the requests from our clients at different times of the day, so that we have 24-hour support. I have loved my experience within Freshdesk, I consider that it has worked perfectly since we have attended more than 100 tickets daily to offer our real estate services and meet requirements, in addition, Freshdesk has managed to correctly manage each ticket, assign a special agent , assign a response time and automated responses.

Positive: One feature that I really liked about Freshdesk Chat is that the platform has an automated system for the management and creation of new support tickets, since every time a customer accesses this live chat and there is no agent available to assist them , the customer can always fill out a form to create a new ticket along with their contact information, Freshdesk automatically generates a new ticket number with all the customer information and stores it in the cloud. Freshdesk also allows you to add roles, manage tickets for each agent and thus reduce the time it takes to answer these tickets, in addition, it allows you to add automated responses and add automated emails depending on the requirement. New ticket escalations can also be created, to add investigations to specific tickets.

Negative: Integrating this platform for the first time within a website is quite a complicated process, you have to set up automated responses, set up chat integration on the home page and on other web pages, and many other settings that make the process to implement this software is complex. Another negative aspect is that Freshdesk Chat does not allow you to send such large files through live chat, there is a limit on the number of files that customers can send through this chat and also administrators, also you cannot send images in such a resolution high, which somewhat limits the sharing of information through this chat.

Summary: Freshdesk has continuously helped us keep on track of all our work and not miss any important tasks that are the key to improve as a business, it is a tool that helps you organize all the influx of messages and tickets that come from customers and keep them all managed without going crazy, this way everyone is happy and all customers' doubts are resolved very quickly without any complaints. It is a software that has helped us become more of a team and stop working so individually, it has unified us as a business and it constantly improves our communication.

Positive: What I like about Freshdesk is the way it works to constantly improve the customer service and provide a nice and easy experience for the agents in our company. Between all these features that are available in Freshdesk, there are a few that stand out and are my favorite ones:
It is a SLA management software, this means that our work is being automated by a professional configuration and it provides constant monitoring of the work we do to ensure that all goals are met between the time frame that we set every task. It is important that this software functions with the SLA policy, that way we maintain everything within legal terms and all needs of our customers are met in the time required and everyone is doing their tasks in a timely manner, it automatically adjusts all our settings and inboxes to the SLA method and it provides a great management of all the incoming messages.
The collaboration available in Freshdesk is very neat and clean, we are able to enable collaborative tools and it is possible to work with other team members on multiple tasks or tickets, because sometimes it is more convenient to work as a team in order to bring the best support and finish everything quickly. It is important that this feature is available because we are constantly using it to speed up work.
In addition to the collaboration aspect of Freshdesk, it also enables tools that help get rid of mistakes made by the human error and confusion, it detects when a person has already claimed to work on a ticket so another member doesn't work on the same ticket, this avoids confusion and helps team members advance with new tickets and messages without getting caught up on only one.

Negative: The only thing that I feel is a bit of a downside to Freshdesk is the cost of implementation, I feel like it is a bit higher than other solutions out there, however we are very happy with the use of Freshdesk in our company and we feel there are many benefits to it, it is constantly improving many aspects and updating to add many more features that help automate the customer service and the collaboration and work in team. It would be great to see some more options when it comes to the pricing of this software so we can adjust it some more to our business' size and save more money.

Summary: Overall Freshdesk is a very good option for startups, can’t say too much about how it scales as you continue to grow but it does cover a lot of use cases businesses look for.

Positive: Ticket management system is pretty good and useful, it allows you to assign tickets to agents, track progress, and prioritize tasks.
I also think the automation system is fairly robust.
You can automate many customer service tasks, such as ticket routing and follow-up emails.

Negative: Freshdesk is more expensive than some of its competitors, making it less affordable for small businesses.
Scalability might also be an issue depending on your growth stage.

Summary: Freshdesk has been able to automate the response time we have with customers because when someone contacts our support service, they already have all the possible solutions that my work team can provide. I can see all the entries of all the clients with their respective tickets without any problem and it helps me to have an overview to be able to create solutions to the problems that frequently arise within the company. I have also been able to solve work areas of my company when an employee has a concern or problem and it needs to be addressed so that my employees have optimal performance within their work. I have not missed any requests from clients as with this platform I have successfully covered all the channels I can count on to get in touch with different clients in different mediums like calls, mails, chat, social networks, etc. Freshdesk has allowed me to improve the customer service area, thus being able to provide better solutions efficiently and directly to all users who want to contact my company for any concern.

Positive: º I like that I can help clients in various channels in order to maintain greater contact with clients who need help regarding my company. I can help my clients either through social media, phone, live chat or email, making it easy to help my client no matter where they want to contact me.

º With this platform I can create automatic messages to easily resolve the concerns of customers who need an immediate response before they require help from experts that my company has. This is very useful in case several clients have had the same problem and it has a solution, so with automatic responses it facilitates the work of employees and also provides solutions almost instantly.

º I can have a database of frequent customers in case I can determine if that customer needs priority or requires a standard response time to be served. This helps a lot with the clients who most use the services of our company and thus take them more into consideration when looking for a solution for them.

º The interface is very complete and orderly, no matter how many customers you have with concerns, it is ordered by date or how to order it through the filters that this platform has, it also shows me the requests from different channels so I know where they are contacting me from customers and thus apply the most optimal solutions depending on the channel. I can follow the thread of the conversation very easily when it comes to a client with several questions on different dates.

º I can also generate tickets within the company so I can solve internal problems that I can also classify with a high priority since they are concerns of the company that I can solve so that everything goes as it goes and continue delivering a high quality of my services to customers with high requirements.

Negative: º It has a performance problem when many requests arrive at the same time from clients, when I have too many ticket entries the system starts to slow down so I have to wait for everything to return to normal so I can respond to all incoming requests and cover all customer concerns.

º The implementation has been cumbersome since there were things that were not necessary to do for the wizard to start up, so we had to configure everything, although it is not necessary to be able to start everything without being hindered in the process of putting an assistant online for the company.

º The user interface that the mobile application has should improve and implement functions that are in the desktop browser version. For me, a virtual assistant should not be prevented from being able to work wherever and whenever, as long as he has all the necessary tools, he will not need to be sitting in front of the computer to be able to solve the clients' problems, and that also gives him more mobility in case of be necessary. Therefore, I would like the user experience to be improved to make it easier and more practical to work within this platform.

º The ticket system is generated by 1 ticket for each email sent and this can confuse customers a lot when the thread or follow-up of any concern that this customer has. In addition, there is a problem that when the ticket is closed it reopens when the same thread is sent to another email and it is somewhat tedious since if I have already closed a case solving the client's problem, it should not be reopened.

º The cost per user is one of the highest costs compared to other remote assistant platforms, it is incredible how I have to reduce expenses to cover the needs that the company has regarding the fact that I need users within this platform and that each agent too expensive to cut corners.

Summary: Freshdesk helps in management of the customer queries by well distribution of tickets and assign proper SLA to them. Various products can be added with preset policies and help-desk arrangement as post sales service. It helps in recognition of all the unresolved cases and can be inform customer too about the status of the resolution. Support team is very helpful and user interface of the system can be used easily with a little training.

Positive: For an industry which is more focused towards client relationship management and providing the best solutions, Freshdesk helps a lot in management of the grievance handling and ticket management. This tool helps in management of the customer queries received offline or through website can be accumulated at a single place. Provision of SLA is there which helps in timely completion of the issues and provide the best resolution to the customer. Proper ticket can be assigned to team members and dashboard helps in real time tracking of the workings.

Negative: Implementation time can be reduced by providing the framework management to the website as most of the web developed in various languages. Support team is good, but JS framework need enhancement. Dashboard can be supported with validation rights and various sort of format downloads can be added further.

Summary: Overall, Freshdesk is a very good customer support software with lot of integrations and consistent customer support to help us with all our product queries. A huge thumbs up.

Positive: UI is good, very easy to navigate and makes our work easier. The product is very flexible and handle a lot of load without any fuss.

Negative: Works good for us and don't find any cons with its usage.

Summary: Overall the experience is positive. We've run thousands of tickets through Freshdesk and it's helped us serve a lot of customers.

Positive: Freshdesk has great email threading for projects, and it's easy to follow up with customers in the system without using external email. The automations are fantastic, and one can add custom fields as needed to the tickets.

Negative: The ability to view open tickets is pretty limited. There's a list view, and that's about it. Products like ClickUp have multiple views and that would go a long way to really improving FreshDesk. Also, time tracking is not really usable, at least not for billing customers, so we use Avaza for that piece.

Summary: Overall the system is wonderful. This is exactly what we needed to get out of our own way using email as support system for our clients. I would love some more custom reporting options but the basics are doing us fine as of today.

Positive: This product has changed our customer support that used to rely on distribution email groups. The ability to stream specific requests to users with automation, share customer tickets, SLA tracking etc. has been a huge turnaround for our support team.

Negative: The pricing tiers get very expensive fast, and one feature (Custom Reports) should really have more options at the lower tier levels.

Summary: We were able to have different functionalities in the same platform and therefore manage our company in a centralized way. It allows us to visualize in the main section the ongoing conversations with our customers where they are connected to an available artificial intelligence agent that responds immediately and in an orderly manner.

Positive: Freshdesk is a platform that allows us to provide support in case of doubts, inconveniences and problems through comprehensive messaging for customer service, focused on the service for mobile devices, thus facilitating communication with our advisors and optimizing the loyalty of our customers. Freshdesk offers many communication management for customer service, which becomes more efficient and easier to get, meet and satisfy the needs of our customers.

Negative: The interface could use an update to be more compact and show more information on a single screen. The search filter fails many times. The filter must be configured and it does indeed perform the search, but it does not save the parameters on a first attempt.