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.

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.

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.

Freshdesk is very easy to use and to train staff on. The program is simply built without a ton of confusing information or unnecessary additions I found the tracking to be sufficient and as a whole it worked well for the company.

I would have liked to see when staff was online or off and a way to better track who is answering tickets and the length of time it took to answer each of them.

Freshdesk’s user interface is a breath of fresh air. It is incredibly intuitive and user-friendly, making it easy for my team to navigate through tickets, customer information, and various features.

Tickets frequently got misplaced or disappeared entirely from the system, leading to frustrated customers and a decline in our service quality.

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.

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.

Freshdesk was paramount in our success as a web design company and was a key part of our goal of taking care of our customers. As a remote company, the ability for all of us to see/respond/reply to tickets was an exponential win for our team and our customers.

Freshdesk made tracking support tickets so seamless. The ability to receive support ticket updates via email, and then respond in Freshdesk was incredibly important to our company. At any given time, multiple users could jump into a ticket, and provide notes/background, attach files which helped our company stay on top of tickets.

Freshdesk metrics could use some help to better quantify the workload that is attributed to an individual user. It was difficult to say how many tickets a PM or support manager had closed/responded to at a glance.

Acts as a life saver tool for marketing and handling your workouts properly.Most effective and interactive software thus making it compatible and more interesting to use.

Freshdesk provides connectivity among users.It customer desk service is phenomenal.It unifies communication and resolves all problems across channels effectively.its features are on another level.

You can reach their customer service and time for help and you can also automake your work flow automatically with no challenges at all.Have no complain.

The cost of the product is extremely competitive, the product itself is easy to use, easy to configure and customize.

It insists on walking you through how to use it each time you sign in, which can get annoying. Some features can be frustrating but for the price it is worth it.

With the help of Freshdesk, we have been able to offer best customer service to our clients

What I like most about Freshdesk is that its affordable and gets the job doneIt comes with best remote support featuresIt is a great live chat solution and comes with a powerful knowledge base

While it offers great features and works magic when it comes to customer care, it is not as easy to use

It is a good ticketing software and has really boosted my customer support department.

It's ticketing is fast and in real time ensuring customer support is smooth and feedback given on time

The problem i have had is the Auto-Assign feature has been a little inconsistent at times.

The fact that you can chat with a machine as if its a person assisting directly.

Its just the institution that uses it takes too long to reply to queries. At times one requests marks for an assessment or to know if a payment was effected properly.

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.

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.

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.

Wonderful, I really like their 24hrs support system

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK. We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Ease of business Friendly Interface Work Anywhere (App or Web)

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.

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.

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.

We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!

We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!

We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.

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.

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.

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.

We can manage support requests much better with Freshdesk, and it has helped reduce response times and support quality as a result of that. Nevertheless, their support and the lack of a single widget for Freshchat and Freshdesk is not great.

The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations.

Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients. Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing.

My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and provides great customer service and support. The ticketing system is very organized and efficient and the dashboard is great for keeping track of all your customer support requests. The automation and reporting tools help to streamline the process and make it easier to manage multiple customers. The integration with other tools is also helpful, allowing me to quickly connect with other systems to provide better customer service. Overall, I find Freshdesk to be a great platform for managing customer service requests.

I liked how easy it was to use Freshdesk. The software was intuitive, and the user interface was well designed. The customer support was also excellent. They were always available to answer questions and provide assistance. Additionally, the reporting features were comprehensive and allowed us to track customer support trends and metrics.

One of the biggest drawbacks of freshdesk is its lack of customizability. It can be difficult to tailor the software to meet the specific needs of different businesses, as there are limited options for customizing the interface and features. Additionally, the pricing plans can be a bit expensive for some companies, depending on the level of support they require.