Freshdesk reviews

Great ticket management software

Opmerkingen: I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pluspunten:

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Minpunten:

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Overwogen alternatieven: Jira en Zoho Desk

Redenen om voor Freshdesk te kiezen: We needed a better way to support our clients and SLAs and time tracking where urgent.

Overgestapt van: Trello

Redenen om over te stappen op Freshdesk: Cost +features and it should cover the most important requirements we had at the time.

Excellent customer support ticket system

Opmerkingen: Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Pluspunten:

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Minpunten:

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Convenient and reasonably priced

Opmerkingen: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.

Pluspunten:

We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.

Minpunten:

There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.

platform assessment

Opmerkingen: It is a very good platform but they need to improve their customer service to improve and have a quality product. They are 8/10

Pluspunten:

Because it is easy to use the platform, no further knowledge is needed and one explores it, it adapts very well to the user

Minpunten:

The technical support is terrible. If we want to solve something, it takes more than 24 hours, the response should be immediate so as not to delay the work.

Improve Your Customer Service Using Freshdesk

Opmerkingen: One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.

Pluspunten:

Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.

Minpunten:

Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.

Ozone Entertainment review

Pluspunten:

I love the automations and integration in the Helpdesk portion of the OmniChannel. I can really introduce a lot of quality of life features to the team to help them focus on supporting and not repetitive tasks and triage.

Minpunten:

The chat feature has less automations on the backend like the need to add Labels manually as well as the lack of tags. With the introduction of ChatGPT I hope to see more automated tasks. Also the addition of tags as another form of chat categorization will help as the Labels provide a more general placement into a category and the tabs will really help define every chat issue.

Overwogen alternatieven: Zendesk Suite

Redenen om voor Freshdesk te kiezen: Freshdesk offers more options to scale the team

Overgestapt van: HelpDesk, LiveChat en Chatbot

Redenen om over te stappen op Freshdesk: Better pricing plans for the features we are looking for

Freshdesk is easier to use and improves customer support

Opmerkingen: We've seen great results since switching to Freshdesk from the multiple email clients our agents were using before to access our customer care emails. Having all forms of communication—emails, chats, phone conversations, etc.—into a one, user-friendly interface.

Pluspunten:

With Freshdesk, you can easily keep track of client comments and data, making it easier to respond quickly when people need help. Aids in resolving issues in a timely manner by serving as gentle reminders on tickets.

Minpunten:

There have been many issues throughout the years, and there are instances when we can't even retrieve archived emails that we know we sent. We voiced an issue worth advocating for. They've been helpful in responding, but they still haven't resolved the problem.

Freshdesk makes it easy to organize tickets and support

Opmerkingen: Managing tickets and monitoring past communications with customers is a breeze using Freshdesk. Fewer complaints regarding delayed responses and forgotten tickets have been received after launching Freshdesk.

Pluspunten:

Keeping a record of customer concerns and questions. Aid us in conducting an audit of our customer service and service level agreements so that we may enhance both. We're able to respond to consumer concerns more quickly and effectively because to Freshdesk's ticket management features.

Minpunten:

Being able to send messages using someone else's email address.My ability to use the email addresses of other people should be restricted.I can no longer conduct a search in the premade responses section and must instead proceed to the next page.

Best CRM out there

Opmerkingen: Freshdeks is helping us keep our customers happy by providing a platform to address their concerns and issues and resolve them. It is making our business grow.

Pluspunten:

The Omni channel features are the best. Freshcaller, Freshchat and Freshdesk in one place is a powerfull combination. It was very easy to integrate. User interface is simple and focused.

Minpunten:

I would like to see integrations with AI tools such as Vonage AI and ChatGPT

Overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op Freshdesk: Freshdesk has more features and it is cheaper

Freshdesk CRM

Opmerkingen: I have used many CRMs and freshdesk is on the top of my favourites list, due to its user-friendly options, simple and customizable view and functions efficiency.

Pluspunten:

The simple view and yet there are so many options and customizable fields available. Very user-friendly.

Minpunten:

The way the signature is created - it would be simpler if the signature image could be copied and directly pasted in the box.

Cheap, simple and something you want to use within your organization!

Opmerkingen: I have been using Freshdesk at my past work and implemented it also at one of my previous jobs. They went from TopDesk to this brand new product without any problems. The migration process we have done was manually, but we had no problems at all switching to the new system.

Pluspunten:

Federated Access, The UI design and simplicity, the dashboard is fairly easy understandable and requires little to none effort to understand the product.

Minpunten:

Some things are limited in the free and first paid tier. But most of the important features are available in the free tier. So you basically get a free ticketing service in your hands!

Overwogen alternatieven: Zendesk Suite

Redenen om voor Freshdesk te kiezen: Costs and functionality

Overgestapt van: TOPdesk

Redenen om over te stappen op Freshdesk: Because it was cheap, and did offer us what we needed. It was the best choice based upon our requirements.

Why we chose Freshdesk

Opmerkingen: Their support is probably the best support out there, a real 5-star experience, plus they are continuously implementing new features and create new products.
As an administrator In my company, I really don't have to do a lot and I can easily do my job. There is almost no complaints from users.

Pluspunten:

Software is very clear and easy to use. A new user would require minimal training. All latest ticketing ideas and features are already implemented. There is constant development and you can see the changes every day without affecting the existing functionality though. Great staff mentality and customer approach.

Minpunten:

Some times users are a bit confused, but I guess this is normal when someone enters a new platform. There are some hidden features that should be available on the administrator menu in my opinion. The parent-child feature should be more flexible.

Overwogen alternatieven: Teamwork Desk en Zendesk Suite

Redenen om voor Freshdesk te kiezen: We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.

Redenen om over te stappen op Freshdesk: Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.

Freshdesk review by software dev manager @ Regenesys Business School

Opmerkingen: Awesome.

Pluspunten:

The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.

Minpunten:

The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.

Overwogen alternatieven: Spiceworks

Redenen om voor Freshdesk te kiezen: Coz Freshdesk proved to be a better product

Overgestapt van: Spiceworks

Redenen om over te stappen op Freshdesk: Ease of use for agents and clients as well as reports.

Great software - some bugs need fixing and could use some additional features.

Opmerkingen: Good experience. Support is fast to respond. It's an easy platform to train new team members on.

Pluspunten:

Ease of use, setup, and features. An added feature would be to be able to search ticket by subject title and then to select many of the results at a time.

Minpunten:

There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages. Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address.

Overwogen alternatieven: Zendesk Suite

Redenen om voor Freshdesk te kiezen: NetSuite is not really suitable for our needs as a support team.

Overgestapt van: NetSuite

Redenen om over te stappen op Freshdesk: Price was far more affordable.

Support Detail

Opmerkingen: Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets. Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.

Pluspunten:

- Creating, monitoring and finding specific information: EXCELLENT - User interface is very fresh, intuitive and user friendly - Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became. - Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature. - Mobile App is so easy to use across IOS and Android. - Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution. - Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.

Minpunten:

Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk. I would like to see a better integration with Xero Financial Software.

Overwogen alternatieven: Zoho CRM en Zendesk Suite

Overgestapt van: Mojo Helpdesk

Redenen om over te stappen op Freshdesk: Easier setup Better Reporting Better Email Notification Setup Better Integration Advanced Searching Feature across tickets and tags

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.

Good Customer Support Platform

Opmerkingen: Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.

Pluspunten:

FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas

Minpunten:

We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.

Overwogen alternatieven: Jira

Redenen om voor Freshdesk te kiezen: Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.

Redenen om over te stappen op Freshdesk: Jira is a far more complex and extensive platform

Great customer support service

Opmerkingen: I used Freshdesk for years as a customer support tool as well as a ticketing system for bugs and new work. It worked really well for all tasks. I also created a connection to PagerDuty using the hooks.

Pluspunten:

I love the UI for freshdesk, it was very easy to use for technical and non-technical people. I really liked how customizable it is, we used different types of tickets for different users and was able to customize them to work for everyone. I also liked that you can integrate it with other services like slack and pagerduty

Minpunten:

Its hard to find something I do not like about Freshdesk. I guess one thing would be the ability to share files easier would be nice.

Overwogen alternatieven: ServiceNow Customer Service Management

Redenen om voor Freshdesk te kiezen: Decision was made by client

Overgestapt van: ServiceNow

Redenen om over te stappen op Freshdesk: I believe price was the final decision

Quite powerful CRM for Email Management, but still Improving

Opmerkingen: Overall, the system is quite good, but there is definitely room for improvement. It's generally easy to use for the basic actions and the rules that can be set make this a powerful tool.It does begin to get a little complicated when you have several departments using Freshdesk together (for example, adding another department using Freshdesk into a ticket doesn't create a ticket for that department - instead, the ticket has to be flipped, or have to go through parent-child ticketing, which can be confusing for those that are not tech savvy).

Pluspunten:

Freshdesk allows our company to manage our distribution lists that have a very high volume of incoming emails. It allows management to distribute and balance the workload of the department with ease.Not only does it keep a record of all emails sent and received, it also keeps track of all actions that were taken within the ticket along with the users or rules responsible for the changes.

Minpunten:

The way the tickets come in and starts tracking time - this should be modifiable based on business needs, but seems to only track the time (& SLA) based on when the ticket/ email was created. This would be great for an IT department, but loses it's value in this aspect for a Customer Service department.Other companies that use a ticketing based CRM tends to clash with Freshdesk sometimes. Since each response includes the ticket number at the end of the subject line, each response ends up creating a brand new ticket, making it much harder to follow the chain.Freshdesk also has a Merge feature - but this feature doesn't really work very well. I would recommend not using it at all if the email chains are large. This feature just sticks the entire email chain into the ticket, as a single post, instead of filling in spots in chronological order.

Advanced Options Enable Enhanced Business Efficiency with Freshdesk

Opmerkingen: I have had a great experience with Freshdesk. It is a comprehensive customer service and help desk solution that helps businesses improve customer satisfaction, reduce customer support costs, and increase overall efficiency. The user interface is intuitive and easy to use, plus it has features specifically designed for customer service agents such as automated ticket assignment rules, canned responses, multi-channel communication options (including email and chat), reporting tools to track response time and performance metrics. Additionally, the platform offers integrated solutions that can be customized according to specific business needs such as integrating with popular CRMs like Salesforce or Zendesk. The most important feature of Freshdesk that I found appealing was the ability to manage multiple accounts from one centralized location.

Pluspunten:

Easy to use: Freshdesk is designed for easy usability and provides an intuitive user interface that makes it simple to get up and running quickly, even if you have no previous experience with support software. Automation capabilities: Freshdesk automates many of the customer service processes like ticket creation, ticket routing, and more so that your team can spend less time managing tickets and more time engaging with customers.Comprehensive reporting tools: Freshdesk's reporting features provide comprehensive insights into customer engagement trends, ongoing issues, broker productivity, response times etc., enabling you to identify areas for improvement. Numerous integration options: With its large number of integrations available through the App Marketplace and API library, Freshdesk offers a degree of customization not found in most customer support solutions on the market today. Great value pricing plans: One of the best things about FreshDesk is its competitive price tag; depending on which plan you choose there are plenty of features while remaining cost-effective – making it a great choice for small businesses as well as larger enterprises alike!"

Minpunten:

It is cost effective compared to other CRMs in the market and provides flexible pricing plans with multiple users per account at no additional costs .

Freshdesk can help you manage & grow your MSP business

Opmerkingen: Freshdesk helped BootUp LLC to get on top of their user help desk support problems, and this NYC-based MSP is now poised to grow its client base by hiring more technical staff and expanding its support offerings. Our collective experience with Freshdesk has been extremely positive, and we recommend it wholeheartedly!

Pluspunten:

Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians. Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls!

Minpunten:

My only real problem had to do with Notification Alert Sounds. I wanted a way to use different new ticket alert sounds depending upon with the client, priority or assigned to me status so that I could walk away from my workstation and do other work in the computer lab but get a loud sound alert for critical new help desk tickets. A prompt response from the Freshdesk support team let me know that none of the major browsers support custom notification sounds in their API's, so there is no way to implement this at this time. (Hey Google Chrome & Microsoft IE teams: how about custom notification sounds in the next update release? Very useful for advanced users!)

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 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.

Best Helpdesk Application for your Money

Opmerkingen: First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well. Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be. I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars).

Pluspunten:

Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.

Minpunten:

Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).

A Fresh Approach to Ticketing

Opmerkingen: FreshDesk is a great ticketing system.
We use FreshDesk to support all the schools in our school district.
Integration with Google (SSO, profile info, etc) works wonderfully.
Knowledge base Articles are great. If we had to do it all over again, we would pick FreshDesk again.
Our users love FreshDesk, they often comment how easy it is to place a ticket.

Pluspunten:

Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great.

Minpunten:

Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan. Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved. There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen. Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque. The concept of ticket fields vs user fields can be a bit annoying. There are little refinements that are lacking (email alerts that are not as good as they should be, etc).