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.

The helpdesk is very powerful, ticketing and ease of integration

Frehscaller callcenter is very poor in the african region

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.

its good and help me with daily support activities.

Ticketing and tracking of the support cases seamless ticketing system

Spam filtering and Bugs, need more look towards spam filtering of ticket and bug related to spammed tickets.

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.

overall experience was good with Freshdesk easy to handle and user-friendly

The ticketing tool is excellent love interface

The identifier tool is not that good and needs to improve

Freshdesk as a ton of great automated feature to make managing tickets a breeze. You can use canned response and automation to handle multiple tickets at once . It's really one of the best ticketing system today

The UI takes a while to get use to . Lots of stuff on screen at once which is actually a pro when you get use to it

In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.

I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!

One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.

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!

I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.

I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

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)

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.

We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this.

Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need. Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.

In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers. Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file