Freshdesk Software

Pros

Incredibly affordable help desk system with an abundance of features and tools. Integrates almost flawlessly with the Freshworks platform to add calling, live chat, and an entire suite of apps.

Cons

Way too buggy. Out of all the tools our company uses, employees ask for help with Freshdesk most frequently. It is quite too often where a feature stops working, acts funky, or we get a case where we need to delete cache/cookies/history. Not a great tool for someone who doesn't know how to troubleshoot.

I love using Freshdesk to communicate with home office in China for my job. Also, it is a great way to communicate with fellow teachers around the country/world. We share ideas and contribute to discussion posts to help grow our community for the better.

Pros

As an online ESL teacher, I use Freshdesk daily to communicate with home office in China. I also use it to read and write discussion posts with fellow teachers. It is vital to my success for this job! The search feature is my favorite as I can search in any past discussion post or FAQ.

Cons

When I log into Freshdesk on my mobile internet (apple safari from iPhone), I am unable to view my past messages to customer service. Sometimes when I am not at home, I like to check or create a ticket to submit for my work and am unable to. This may have been a glitch.

Pros

We use Freshdesk on a daily basis and it is a great tool to manage all of our tickets from our customers.

Cons

I would like an easy way to shut down one employees account and easy move all of their tickets to a new team member.

Easy customer response online and via mobile app

Pros

Freshdesk makes support management simple at a cost effective price. Setup was easy and straightforward including setting up our custom domain. Ticket management was simple to set up with customizable parameters. We liked being able to quickly use canned messages to provide immediate support. Responding to customers on the go was also easy with it's mobile app. We also likes automatic suggestions that gave customers possible solutions based on what they were asking.

Cons

Ticket creation via email sometimes created extra tickets or tickets from spam messages. This wasn't as easy to manage as we would have liked and often times required us to filter through tons of support tickets that were generated in error. Pricing was ok our small team, but became not so cost effective when adding additional agents.

The only benefit we really get from Fresh Desk is a system to track new tickets. Older ones were migrated poorly, nothing is searchable by text, there is no support from their team, and we have frequent performance degradation issues. This was a regrettable decision which we are looking to rectify now.

Pros

Managing tickets themselves is pretty simple. The interface is easy to comprehend, even without much training.

Cons

This is one of the buggiest ticketing systems we have ever seen.
* Filtering is not always responsive; when you return to the ticket list, the filters are reset sometimes (and sometimes they are not), which is very cumbersome.
* Links from the automated system are often riddled with spaces that throw errors when you try to open them up. The link text does not match the hyperlink itself.
* Support is non-existent. Issues go on for years (literally, in some cases) without being addressed, despite assurances they are being fixed.
* The transition process was a nightmare. We were six months behind schedule, and the conversion was sloppy.
* There have been frequent service outages and degradation in performance in the brief time we've been with them. We have not experienced this level of performance with any other vendor.
* Calls are not returned, agents are impossible to reach, and we are extremely dissatisfied with the entire experience. We are actively searching for a new vendor already, and we have had it for less than 7 months.

Great value for money! Amazing software

Pros

Easy to use and configuration, great app for review all tickets generated by customers in one screen, you can manage your support team.

Cons

Nothing bad to say, its all winning point! grate value for money. Its an application that is worth to invest.

Pros

You can get started by investing very little in it.
Easy to set up and deploy.
Decent amount of features.

Cons

Our users had some issues getting used to the interface.
Somewhat complicated to use when you are starting out.

One of the biggest benefits of this software is the data that is provided - cannot say it enough. I know that our CS Manager has some troubles with their customer service when something is not working properly.

Pros

The biggest pro to Freshdesk is the data and metrics that are provided. We are able to keep track of our customer service team with very little questions because all of the information is available within Freshdesk.

Cons

There are times that the system runs slow or some calls cut out while our Customer Service team is handling an inquiry or problem.

Pros

They are constantly improving their systems. Friendly support. Good features. Lots of connections and integrations

Cons

The layout has been a bit of a bother. A few of the features you have to be taught how to use, meaning that it isn't always intuitive.

Pros

It's very quick and easy to set up with little explanation to others on how the system works. It's great because it keeps track of all emails and requests and any other issues that occurred!

Cons

I am new to using this product so I don't have any complaints as of yet. I would recommend to anyone looking for a product that tracks all the following emails, requests, issues, and vendor contacts!

Pros

Fresh Desk was fairly easy to set up and start using. Little training was needed for our end users to begin using which gave Fresh Desk an high-value rating.

Cons

In my opinion, the software was a bit elementary in design both in function and look-and-feel. Also from the standpoint of the helpdesk provider, it was time-consuming to use.

Managing various queries, Issues or doubts by organising or tracking thor' a unique ticket no. so to resolve in a timely fashion.

Pros

It's easy to track the queries/concerns and allocate of the same to respective department for the fast & efficient resolve of queries.

Cons

When a third party or the persons in the CC reply to the mail it creates another ticket which leads to creates unnecessary workloads of the admin.

Pros

Their SDKs are pretty easy to integrate. I really mean it, it's like, add these 2-3 lines in your project and you're done. Happy chatting with your customers. Unlike most other products, their dashboard UI doesn't suck. It's actually pretty good.

Cons

SDKs doesn't provide too many options for customizations. Also, one time I had a compatibility issue open with their support team for ages without proper resolution.

I really benefited from freshdesk with everything related to communication with customers.

Pros

Freshdesk is an excellent software for any type of business; large, small, medium. Anything you need to organized your business is in Frshdesk.

Cons

I find freshdesk a little hard to use. It takes me time to learn how to use it. Maybe the technical support could improve this subject, and it would be amazing having more tutorials or internet support.

We get a fairly inexpensive platform that allows us to handle basic customer service needs. It also brings us some much needed organization to emails that we could not find anywhere else.

Pros

It's a great way to integrate phone and email services together for Customer Service. Especially for the price.

It keeps everything organized for customer service so they don't have to keep multiple windows open. They can use the phone, while on a chat, while reviewing an email. It's great in that regard when it does work

Cons

It's a very buggy platform. A lot of times, the phone feature will stop working all together, causing us to have to shut down for a few hours while we try to get it back up and running. The customer service is also not the best. Though, you can tell that they are equally as frustrated as the same issues are appearing but have not yet been addressed by the FreshDesk team.

One of the best helpdesk software options on the market. They do a good job of trying to be customer focused.

Pros

Freshdesk uses a very simple and easy to understand interface despite the fact that it ties together conversations from a number of different sources including social media as well as email, phone, and web chat. I like that it supports multiple time zones and languages. I think it can fit most industries right out of the box. If not, there are dozens of ways to customize it. Pricing is reasonable for the lower levels and they do offer a limited free version.

Cons

Set up can be difficult and there doesn't appear to be very many tools to help you out. Their premium level seems over priced. I'm not a fan of the "game mechanics" that try to make support more fun but I give them an A for effort. I would like to see stronger integration with Salesforce.

Pros

The thing I like most about this software is that it is very easy to use and everything is cloud based.

Cons

The thing I least like about the software is the GUI/Interface. I think it should have more color to ease the eyes on differentiating the layout.

Pros

Very easy to use and customization is easy by users vs having to go through their PS team. Slack integration is nice feature.

Cons

Interface isn't great and sometimes takes more clicks to get where you want to go then it seems like it should

This support platform is great for any company that needs to be in fast and efficient contact with their clients, they can be in communication through different ways, including by phone with their call center, have an active chat where they can ask questions and participate with them proactively, so that the work becomes more entertaining and exciting this application has something very special that is the mechanics of games so that your team earn points such as medals and trophies, is a safe and reliable service, You can integrate surveys to measure the attention and speed of the answers of your work team

Pros

it improves the integration with the client, to be able to give quick and precise answers, it is easy to create and edit, it works perfectly for small, medium and big companies as it is the case where I work, through the tickets one can be assigned to each Responsible person, one or more people can answer the ticket, private notes can be made internally with several people on the work team, you can format your answers, check the status of the ticket easily, the best thing is that each analyst has his Inbox where you see all your assigned tickets, you can categorize each of the tickets, Each ticket that comes to your helpdesk can be prioritized, categorized and assigned automatically

Cons

Seldom the software is a bit slow, I can only add that because the platform is really good and easy to use, I have not had any problems with it

Pros

Ease of Use -> I can configure Freshdesk with little help from customer service. Furthermore, I didn't need to explain everything to my colleagues, how to use Freshdesk. It is self-understanding.

Cons

I dont know what i don't like. Until now, I am happy to use Freshdesk and if I am struggling with something, customer service always responds very fast.