Freshdesk Reviews & Product Details

nice software easy to use nice et quick support client

nothing our team like the software and for now everything is ok

Problem of custom service and fast reply The connexion between customer and our parteners I can't give some percentages but our customer service is more faster. When we have some new employee it's easy to learn for them

Our issue was solved quickly and smoothly. Many thanks to the team of Freshdesk! Excellent communication and execution!

Some times i have to explain lots of things but i always i got resolve my problems.

I am using the freshdesk for business of flights claim. So, that customer can get his compensation without any trouble. I have realized on freshdesk that it is very easy contains the all data into one place (On Ticket). So that Agents can easily check all the details. And many more functionality i got with very user friendly like: Emails on certain condition, Tracking the tickets on specific conditions etc..

This is an easy to use platform a that has allowed my tiny business to grow and maintain a professional environment for my team members and clients.

There is nothing to dislike! The customer support is awesome and the tool is fantastic.

A way for multiple team members to connect with clients. I have been able to set up a virtual environment where I utilize the skills of team members located all over the world.

i like live chat features, directly open ticket and manage ticket for better response to our customer, but from API i like it the most, because i can make ticket handling from our back office. and manage them by our self

api documentation it seems not writing well, so sometimes im miss a few things, like make ticket with multiple attachment, im just know the examples without to know detail documentation for that.

Reaches our customer is the main issue for our bussiness,especially we are new company. With Freshdesk we can less training our customer support to give response as fast as possible if our customer have any issue.

The speedy replies from freshdesk. All where helpful and made sure that the issue was fixed

Nothing so far so good. No issues with freshdesk at this point

Just helping us manage all support queries in one place

I can say that FreshDesk made the life of our customer support team way easier and more structured. We used to use Zendesk but after we discover FreshDesk, we immediately switched there. The quality is way better, it's a more professional software with a lot of necessary features.

The system is very sophisticated and sometimes it's hard to figure out the way settings work.

FreshDesk with its tools saves a huge amount of time for our support team. It also helps them to have all important data at the one place and don't lose the grip on the things

The best things about Freshdesk for me is the ease of use, access to tickets bother internally and by customers, as well as the Slack integration. Regarding the integration, we are easily able to see when a customer puts in a ticket or replies to an existing one, saving us time by not having to worry about checking all the time.

There is no (at least that I know of in our tier) a way to notify when there's a high priority ticket. We had to purchase a plan with PagerDuty to do that for us.

Our old ticketing system was awful and provided no benefits other than tracking responses. Freshdesk gives us many more options and a solid interface to interact.

The interface 's really friendly, they have a lot of video tutorials and the support is incredibly fast, there's also a lot of benefits from the free version, so you can use that and migrate when you really need the upgrades

If you change the helpdesk language the canned answers and templates doesn't change, so you have to translate everything.

client support have improved not only in response time but also in quality

The ability to have a log of everything in one place

sometimes it can be slow and too many boxes need to be filled in to close a ticket

We are noticing a trend of the problems raised with us through freshdesk and this is helping towards training and making sure we get the right information out

Any interaction I have had with Freshdesk has been very positive, upbeat and informative

At the moment there is nothing I dislike. If there is an issue it is addressed very quickly and we have been able to make changes to fit the system to our requirement with the help of the Freskdesk staff

We run a helpdesk for our internal user of the finance system. We were operating using email, but it wasn't very efficient and we couldn't analyse the data. Since using Freshdesk we can see where most of our time is spent, what problems are constantly occurring and the volume of calls being addressed by the helpdesk staff

The automation and outstanding customer support. The ease of use. The user friendly interface. Everything. I will definitely recommend.

Nothing. Sincerely. Their products are great and even let you try the premium features. Maybe one improvement could be to provide custom domain options at Free tier package/level.

Customer relationships. We had difficulty in the past logging every interactions and following up. Now we have a higher ratings in customer satisfaction. Freshdesk indeed changed the way how our business operates.

The intuitive platform, the ease to use, and the automated features.

Certain bugs that pop up from time to time. But they do get fixed eventually.

Streamlined customer service platform

Speaking to an agent was really simple. I like that I can in to Freshdesk and have a record of my chat and continue the conversations with the same rep if needed.

I didn't encounter anything I disliked. I would suggest that you make the chat box moveable.

Our ticketing system for production and facilities support using Freshdesk for live chat/help desk support

FD is very Intuitive, easy to use, help us drive insights, can be custom-tailored per our use, awesome product + customer service. The reporting & analytics functionality is really cool,it saves us times preparing manual excel based reports and readily pull up reports from FD. This tool can be utilized in every kind of organization and drive efficiency and get insights on the root cause and come up with the corrective action / preventive action.

Since we all use Outlook email so often, we are used to the way it operates, it becomes difficult in Freshdesk to understand & read the trail mail and to keep track where the history trail started, if it operates the way Emails are done, then it would be an add-on for users.

Able to capture the catgories of heavy volume of ticketst and try resolving it on the root level. Get insight on our client behaviour as how do they rate us Good / Bad on which occasions / issues I think the benefits are many, overall it is helping us understand the preference of client for our product / service. We are using this across multiple regions so we are able to consolidate all the issues / concerns and come up with a action plan for resolution.

Intuitive layout makes using the system really easy, stock reporting suite is superb - everything an IT manager working to SLAs under and ITIL framework could need.

Nothing - it just does what I want it to in and intuitive way.

Management of tickets within a SaaS business. I manage the 2nd line team and this has been invaluable in tracking tickets and delivering against SLAs. We use it to report into the business and drive business decisions around staffing and delivery of service.

There are many more tools offered in Freshdesk than our former helpdesk tool

I dislike that multiple agents can't be added to the same ticket.

Organization of tickets in Freshdesk. Decreased response times.

* TAT * Customer Support * product * features

* more improvements on product, like giving a web notification like gmail gives when a new ticket or responses is revived to freshdesk will help the Agents to respond and check the update from customers.

* Organizing the customer requests and support calls

Simplicity of the product. Easy to setup and easy to use.

Wish there was a more extensible API for interacting with other in-house application.

Help Desk / ticketing solution. FreshDesk has allowed us to focus on our products, services, and customers without worrying about maintaining our own help desk application.

their fast response and availability, also the flexibility they show for client needs

nothing until now :), all is working as needed

ticketing system, easy to monitor, configure to the needs of my support team.

Easy to configure, loads of online help plus agents to chat to

Could do with better searching of FAQs, tickets, knowledgebase as we have not easily found a way to answer tickets and then capture that solution for next time.

Enables us to support our customers who deploy our healthcare and hospital software which improves patient care and patient safety. We save lives!