Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface. Although there were some limitations, we have been very satisfied with our experience with Freshdesk and would highly recommend it to any organization looking for a powerful and affordable help desk solution.

Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics

Limited flexibility for creating custom reportsSome features are only available in higher-priced plans

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.

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.

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.

I think Freshdesk is great if you're looking for a low-cost platform for customer service, it solved our issue with redirecting clients to a specific rep for better support. But, when it comes to integrations, I think they have a lot to improve on.

Ticket management and workflows are two feature that I liked the most about Freshdesk. It's easy to build custom flows with certain ticket characteristics to redirect tickets to certain reps, depending on their product knowledge and skills.

I think its integration with other apps/platforms is something that Freshdesk can improve on. I use Salesforce on a daily basis and was hoping to integrate Freshdesk with it, but the integration is not the most efficient. Also, not all tickets were syncing to Salesforce, so I had to look up customers manually through Freshdesk to view historic data.

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.

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!

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.

Freshdesk took our business to another great level, for we have completed eliminated human mistakes, absences, lost tickets from our operations. We are on the way to the perfect customer support experience and Freshdesk has assisted us in this, all the way!

Before using Freshdesk, it did happen on several occasions that customer queries were lost or remained unattended. With Freshdesk, we made a huge leap, by automating reminders and setting priority levels to support tickets. Since then, our customer support experience considerably improved, becoming one of the best for our industry.

To be honest, they are really great and I find no dislike as such at this current moment. An improvement would be to offer additional means of payment.

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.

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.

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.

It's a comprehensive bundle that allows us to answer any queries or concerns our clients may have. Using this program, we are better able to maintain satisfied clientele.

My favorite The UI and methodology behind Freshdesk make it ideal for managing and resolving customer inquiries via email. It's an indispensable piece of office equipment for handling all of your customers' questions in one place.

The fact that it's a fantastic resource for anyone interested in fielding consumer inquiries means that there aren't any downsides. You need only implement a method of logging in with a cell phone number.

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.

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

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

Satisfied.

Omnichanel dashboard is what I like. You'd see everything in this page, all the tickets including international you can also filter the tickets you want to check including tickets under your bucket.

None so far. This tool only needs exploration and familiarity.

It has been an easy experience to learn the system, especially as the administrator role and setting everything up.

It is easy to use and manage your tickets so that tasks are completed in a timely manner.

There are a few things that could be improved, such as being able to search for certain tickets and bulk manage those specific tickets.

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.

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

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!

You'd think that 400M of total investments gets you an insanely good piece of software. It does not. Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need. That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.

It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot). As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good. There are a few nice features when it comes to automation.

There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying. In no particular order: - There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other. - Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example. - Speaking of lists: They are hard coded only for contacts and companies. - The API uses base auth with a very simple password. - Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other. - If you want to change basic SLAs, you need to upgrade to the higher tiers. - If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates. - Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example. - Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.

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.

- 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.

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.

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.

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.

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.

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.

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.

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!