Great ticket management software

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.

Pros

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.

Cons

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.

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

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

Pros

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

Cons

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

Good helpdesk tool that needs better integration between its own Freshworks suite.

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.

Pros

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.

Cons

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.

Good Customer Support Platform

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.

Pros

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

Cons

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.

How my Support Agents are Superhero's!

Without Freshdesk we would have to provide support totally through email. With multiple agents in different time zones it would be a nightmare not to have a ticketing system. Please we can keep track with unresolved issues so our customer's can rest assured we have not forgotten about them.

Pros

Freshdesk is full of features and functionality that is super easy to implement and use. My company provides support for over 55,000 users worldwide. We have Agents across the globe and are able to quickly resolve customer problems, collaborate with the team experts and give our users quick access to self-help with our packed knowledge base full of solutions.

Cons

Only quirky thing is on our customer satisfaction surveys, it doesn't always show the exact person who gave the response when multiple customers are involved in a support ticket. I've made the request to Freshdesk and they have it for future consideration, which is completely understandable as I also work in software support.