Freshdesk reviews

Freshdesk: The Comprehensive Ticket Management Solution for Your Business.

Opmerkingen: Freshdesk is a solid help desk software solution that offers a range of features that can help businesses manage their customer support operations effectively.

Pluspunten:

1. User-Friendly Interface2. Multichannel Support3. Multiple Integrations

Minpunten:

1. Limited Customisation2. Steep Learning Curve

A comprehensive customer service solution, Freshdesk

Opmerkingen: To help businesses better manage their interactions with customers, Freshdesk offers a full suite of customer service tools. It handles knowledge bases, handles tickets, offers multi-channel support, and integrates with a wide range of popular technologies.

Pluspunten:

Freshdesk is a simple system for handling customer service requests. It has a user interface that is easy to use, and its extensive feature set, which includes support for many channels, automation, and reporting, makes it a complete solution.

Minpunten:

The platform is occasionally slow, and it may use better integration with other programs. Support metrics may be monitored and data-driven choices can be made with the help of Freshdesk's extensive reporting and analytics features.

A Comprehensive and Reliable Help Desk Solution - Freshdesk

Opmerkingen: We have been using Freshdesk for a few months now and the overall experience has been positive. We have been able to better manage our customer queries and provide timely responses. The customer support team has been helpful and responsive whenever we have had any questions or issues.

Pluspunten:

Freshdesk has been a lifesaver for our customer service team. It has allowed us to keep track of customer queries and respond to them quickly and efficiently. The user interface is intuitive and easy to use, so our team can quickly get up and running. Also, the customer support team has been extremely helpful and responsive when we have had any questions or concerns.

Minpunten:

Freshdesk can be a bit pricey for small businesses, and the mobile app is not always as reliable as the desktop version. Additionally, the reporting and analytics capabilities are limited compared to some of their competitors.

Fresh desk review

Opmerkingen: It is good but it can be more efficient.

Pluspunten:

Easy to use.Multi-channel support and customizable workflow.Can integrate with other tools.

Minpunten:

Pricing is bit higher.Limited 3rd party integration and limited branding options.

An All-Round Excellent Experience with Freshdesk

Opmerkingen: Overall, our experience with Freshdesk has been extremely positive. We have been able to quickly and efficiently manage customer service requests. The customer service team has been extremely helpful in resolving any issues we have had. The only downside is the higher price of the premium plans.

Pluspunten:

Freshdesk is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs. The dashboard is easy to navigate and the customer service team has been very responsive in resolving any issues we have had.

Minpunten:

The one downside we have experienced is the price of the premium plans. While Freshdesk is an amazing platform, the price is a bit on the higher side.

Experience The Magic of Freshdesk An Affordable Solution for Effortless CS.

Opmerkingen: Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business problems and improve our customer service and support, The benefits we have realized from using Freshdesk include improved customer satisfaction, better communication and collaboration, and increased efficiency and productivity.

Pluspunten:

Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.

Minpunten:

Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.

Useful as a help desk/support system

Opmerkingen: You can always find someone to help you out. Each customer is assigned a Point of Contact (POC), and regular checks are performed. Their dedication to their customers is impressive. This is an item I would endorse.

Pluspunten:

Freshdesk is a fantastic SLA monitoring solution and communication tracking tool for clients. Possessing the capacity to combine the many means of contact utilized by customers. Included in this are the various Dashboards and SLA monitoring features.

Minpunten:

I'm attempting to establish a framework for our company's potential future requirements. The email system is still being used for all of my inquiries. This is what I turn to when I need a fix, and I haven't really had a use for constructive criticism up until now.

"Freshdesk: The ultimate customer support solution"

Opmerkingen: Businesses who are searching for an all-encompassing customer care platform might consider Freshdesk as a viable option. Although it provides a wide variety of functions and connectors, some users may find that it is sluggish, and the reporting features are not sophisticated.However, it offers a user-friendly interface and a customizable ticketing system, which are both advantages.

Pluspunten:

Interface that is simple to useAutomation tools to streamline support processes Customizable ticketing systemIntegration with a wide range of third-party applications and servicesSupport for multiple channels (email, phone, social media, etc.)

Minpunten:

Some customers have complained about slowness and performance concerns with the system.limited skills for reporting and analyticsCertain features, like the knowledge base, could need more setup and configuration.

An alternative for Ticketing.

Opmerkingen: It has been a good year using this helpdesk. It has made the identification of trends easy. It has assisted in the division of work more effectively as each individual can be delegated to handle certain tickets. It is secure as it supports 2FA.

Pluspunten:

It's easy to learn.It has a customizable interface.It provides the necessary reporting tools for ticket volumes.You can customize a footer to be applied to all emails sent out.It has similar features to some other, well-known, helpdesk software.It is secure as it supports 2FA.

Minpunten:

Its pricing can be a bit much when it comes to getting premium features.It at times has a bland appearance compared to other helpdesks.It sends emails to my inbox once a ticket is raised.

Very easy to use and best fit for new users

Opmerkingen: Freshdesk helps us a lot to manage our customer interactions effectively and efficiently. It's the lead capture and scoring capabilities, the email tracking functionality works really well. I switch to another product, but if they bring some advanced features like predictive analytics, I will definitely use it again.

Pluspunten:

Freshsales was the best choice for my sales and marketing team to streamline the sales process and increase our productivity. The best thing I like about Freshsales is their mobile app. We can easily track our sales and marketing process from anywhere using my phone.

Minpunten:

Freshsales provides a solid set of features for sales teams, but it is missing some advanced features that I think they should have, such as predictive analytics and advanced forecasting capabilities.

Easy to Use, Easy to Setup

Pluspunten:

My favorite part about this software is the knowledge base. This has helped us immensely on our team. Certain parts of the knowledge base show up based on the company the user is associated with. This allows us to set up public tutorials, internal tutorials for our staff, then another section that just our internal help desk can use. It is also very user-friendly, our students and staff can easily create tickets and we are able to customize the fields for tickets. I don't use a lot of the features with phone and automated ticket assignment, but I can see how this would be useful for a larger organization. I honestly have no complaints and whenever I have a question or issue, support has responded and solved my issue quickly!

Minpunten:

There was an issue with spam, but this seems to be prominent amongst other companies as well. They have just implemented a resolve with this and I have seen a decline, but it is not completely blocked yet.

Very solid help desk software

Opmerkingen: I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.

Pluspunten:

I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Minpunten:

Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

With Freshdesk you can manage all your support channels in one place!

Opmerkingen: It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans

Pluspunten:

What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response

Minpunten:

It's only 3 cons: 1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages 2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost 3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one

Very happy with Freshdesk

Opmerkingen: We are a distribution company that imports several US and European brands into Canada. We manage the customer service inquiries for all these brands for Canadian customers and retailers. We were previously using Outlook inboxes but that became too cumbersome. Freshdesk has allowed us to feed all inquiries to one place while still maintaining our separate brands and automatically routing tickets to the appropriate customer services team. Our workflows are more efficient and customers are easier to track.

Pluspunten:

Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.

Minpunten:

There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.

Using FreshDesk for 3 years and Still Going Strong

Opmerkingen: Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need.

Pluspunten:

The software is easily customizable, and fairly easy to use. Being able to see the notifications pop up on my watch and access tickets from my Google Pixel phone is a lifesaver. Teacher's can't be bothered to log in to a portal to create a ticket, so we customized Fresh Desk so they could simply send an email of their problem to [SENSITIVE CONTENT HIDDEN] and it would create a ticket for them. I can reply to them right from within the help desk system. Initially we had it set up for two agents and purchased the next level plan. Our Maintenance Supervisor ended up not using it so we backed down to the free version. The virsatility of multiple plans is a major plus. Their support is quick, and eager to help. They will actually go out of their way to help you.

Minpunten:

The only con is probably easily fixable-- When I close a ticket, it of course emails the teacher letting him/her know. But they inevitably always reply with Thank You, which reopens the ticket. Other than that, it is a perfect system!

Freshdesk is a great alternative to over priced industry stalwarts.

Pluspunten:

Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier. When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.

Minpunten:

Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.

Simple and Intuitive

Opmerkingen: We decided to try this out as our ticketing solution and were very impressed. Packed with features even at the lower tiers. At the lowest priced tier we're able to integrate Microsoft Teams and VSTS/Azure DevOps which is huge for us. The features are also very organized so the admin page doesn't have 200+ options to skim through.

Pluspunten:

FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios. My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver. It really seems like a lot of thought was put into creating this product.

Minpunten:

One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used. Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.

Easy to setup and use. Great ticketing system

Opmerkingen: We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep track of what work needs to be done. Our client tickets get logged on Freshdesk and assigned to technicians. Time logs gets added, tickets get exported and processed for billing. Any issues that we've had, we simply contacted them via in support chat and it was resolved quickly.

Pluspunten:

Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you. The interface is also very intuitive and even without any training your staff should be able to do the basics. We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs. Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice) If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.

Minpunten:

I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)

The best customer service desk available

Opmerkingen: We used it for daily customer service contact and it was great. It was great for assigning

Pluspunten:

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

Minpunten:

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.

Freshdesk proving their worth on the CRM market

Opmerkingen: We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general.
To me Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. They still need to spend a lot to improve the software as the market is really competitive with other companies like Salesforce, Zendesk but it seems they have the ambition to be the best. Moving to Freshdesk still seems a great decision.

Pluspunten:

Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies). Ticket handling is really efficient and the agent portal has a nice design from a practical viewpoint as well. We like canned responses. A nice little feature is to add support page article links / contents to reply messages just like canned responses. Another huge advantage is the knowledge base / support page which is highly customizable. In general we like ticket automation rules as well and it helped to solve some of our special requests.

Minpunten:

At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon. Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.

Far better than the rest!

Opmerkingen: I have tried and worked with various competing helpdesk software's (both SaaS and Self Hosted), but Freshdesk is simply amazing and outstanding. I was up and running in less than 2-3 minutes. Yes, you heard it right, less than 2-3 minutes.

Pluspunten:

The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface. Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.

Minpunten:

Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software. That way, an agent can further manually review the Spam tickets and deal with them accordingly. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically. Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category. That way, an agent can get rid of unwanted contacts.

Freshdesk - A Great User Experience

Opmerkingen: The Freshworks team provides a great onboarding experience as well as continued support across all of their applications. They take my feature request submissions very seriously and are always able to respond to my questions quickly and efficiently.

Pluspunten:

This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents. I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways. Generally speaking, this application has significantly improved our support desk efficiency.

Minpunten:

I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts. Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart.

Freshdesk is a cloud-based customer support software.

Opmerkingen: I was really impressed with the customer service offered by Freshdesk. It was very fast and efficient and I never had to wait long for a response. The support team was always polite and helpful, and they always seemed to know exactly what I was asking.I was also really happy with the way my issues were resolved. The team was always able to find a solution that suited me, and they always made sure that I was happy with the outcome.Overall, I was really happy with my experience with Freshdesk and I would definitely recommend it to others.I have to say that I'm a huge fan of Freshdesk. It's been a great tool for my business and I've had no problems with it. That being said, there are some limitations to using it.One of the biggest limitations is the fact that you can't really manage your customer's data. If you have a lot of customers, it can be difficult to keep track of their information. You also can't really automate any processes or workflows with Freshdesk.Overall, I'm happy with my experience using Freshdesk and I would definitely recommend it to others.Freshdesk is an amazing customer service software. I've used a few different customer service software in the past and I have to say that Freshdesk is the best one I've used. The features are amazing and the customer support is second to none. I've never had to wait more than a few minutes for a response to my queries.

Pluspunten:

I was really excited to start using Freshdesk. I had been using a different customer service software for years, and I was looking to switch over to a new platform. I was impressed with the features Freshdesk offered. The software is user-friendly and has a lot of features that make it easy to manage customer interactions. The customer support team is also great. They are always available to help and they are quick to respond to requests. Overall, I was really happy with my experience using Freshdesk and I would recommend it to other businesses.I have been using Freshdesk for the past 6 months. Overall, I have been very happy with the service. The support team is always available and they are quick to respond to any issues. The software is easy to use and the design is great. I would definitely recommend Freshdesk to anyone looking for a customer service solution.What are the benefits of using Freshdesk?I have been using Freshdesk for a little under a year now, and I have to say, it has been one of the best decisions I have ever made. Freshdesk has helped me to streamline my workflows, keep track of my customers' issues, and even assign tasks to my employees.I use Freshdesk to manage my customer support, and I have to say, it has been a great experience. Freshdesk provides me with a dashboard that shows me all the customer complaints, issues, and requests.

Minpunten:

I have to say that I'm a huge fan of Freshdesk. It's been a great tool for my business and I've had no problems with it. That being said, there are some limitations to using it.One of the biggest limitations is the fact that you can't really manage your customer's data. If you have a lot of customers, it can be difficult to keep track of their information. You also can't really automate any processes or workflows with Freshdesk.Overall, I'm happy with my experience using Freshdesk and I would definitely recommend it to others.Freshdesk is an amazing customer service software. I've used a few different customer service software in the past and I have to say that Freshdesk is the best one I've used. The features are amazing and the customer support is second to none. I've never had to wait more than a few minutes for a response to my queries. The only downside I can think of is that it can be a little pricey compared to some of the other customer service software out there.

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Opmerkingen: Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Pluspunten:

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING. To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period. If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe. If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Minpunten:

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"? Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Extremely helpful online ticketing system-Takes care of all HR related and other queries

Opmerkingen: Overall experience has been amazing so far as it is able to cater our day to day needs. Great platform to provide internal/external support.

Pluspunten:

We have been using this software for more than 2.5 years now in our company to assist our consultants, vendors and clients. Freshdesk is a cloud based helpdesk system, which allows its users to resolve all day-to-day queries by generating tickets. This ticketing system works well internally and externally. Being a part of the HR Team, we receive approximately 20-30 tickets per day from our employees/Clients and other companies for assistance regarding pay, employment verification, employment letters, leaves etc. The employees send their queries to a common HR Group ID and then we allocate it to the concerned person within the team. The Fresh desk support is implemented by the technical department of our company as well where the internal employees raise tickets in case of any technical issues. The interface is easy to use and simple. It also provides guidelines and prompts for a new user, making it extremely easy to learn and start without much assistance. It provides the option to add a note to every ticket before closing it making it easier to know for the entire team that a ticket is closed. It also keeps a clear and manageable history of all the recently closed tickets. It also provides a feature to export a complete summary of the tickets group wise with categories and subjects, date of receipt and closure. Freshdesk has an in-built contact directory for all internal employees making it easier to allocate copy or forward the tickets.

Minpunten:

As per our existing needs, I do not see any cons. I am sure it offers more flexibility at higher prices but so far, it works well for us.