Freshdesk reviews

I have found Freshdesk to be a great platform for our ticketing management and supporting colleagues. I found Freshdesk very helpful in generating support alerts, resolution tools, and quick updates. Keeping logs of all tickets and how they are dealt with improves the Support team's efficiency and analytics on individual performance.

I found Freshdesk to receive spam emails and it doesn't filter out automatically. This slows down the individual performance and it takes extra time to remove spam emails and follow up on the actual tickets. There should be improved filters and auto spam automation tool.

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

The software is easy to use and a great way to keep track of internal team priorities and tasks.

The search feature left a lot to be desired.

For someone who has never used a help desk before, FreshDesk is a breeze to learn and understand. And I've never had to wait more than a few minutes for a response from FreshDesk's customer care team; they're fantastic.

To be honest, I prefer an older-style user interface, but that's just a matter of taste. Other than that, there are certain options that are hidden in tabs that are difficult to find.

Freshdesk offers a broad list of features you can use in your day-to-day work and is really powerfull tool for your customer service team.

Definitely the Customer support of the product. Sometimes it works OK, but sometimes you really wait more than you should to get help with easy to solve problems.

All chats and tickets from all booking channels in one central system saved us a lot of time.

There was nothing that we did not like, period!

The software is pretty easy to implement, a bit intuitive. It require a bit of practice, but the same applies to all the other software. The issue management system is also pretty good.

The integrations with 3rd party software can be a bit easier to apply

Before Freshdesk, our customer support was time consuming and often inefficient. When we adopted it, the changes were immediate and our customers praised the change and it was easy to integrate its use into our daily routine.

Because it has so many features and functionality, I confess that at first it was a little difficult for us who had never used a system as advanced as Freshdesk to take full advantage of its potential, but in the second week we were already more comfortable using it.

Freshdesk has a plan for small business that is extremely affordable (free!) yet powerful. For many small business operations, this can be ideal compared to the competitor offerings. There are a few features (e.g. restricting agent views) missing that may be considered key features depending on your use case, but we appreciate this offering that helps Freshdesk scale with our business needs.

I find that the integration with third-party CRM solutions is somewhat lacking. It would be great if we could have information from our CRM system provided within customer support conversations for agent to easily access.

Easy to use. Always on and best of all your customers get to hear from you as soon as you reply. When you are trying to break into an industry Freshdesk makes customer support a breeze.

There was nothing not to like about Freshdesk. Easy to implement and getting to know. My team was up and running on day 1.

1. Tickets - Tickets come as Tickets and are numbered which makes it easier to identify them
2. Viewing Tickets - there is an eye which will show when another user is Viewing the same Ticket you are viewing. That way you alert ⚠️ the other User from nor duplicating your work. One picks up a ticket ans identifies and Agent and Tixket number they picked or closed.
3. Search Feature- you can search by ticket number or by name of client and shows all your conversation history
4. Tixket alert- The system allows one to check issues not resolved and are flagged as Red
5. Freshdesk allows you to create your own Tickets and Emails
6. Dashboard - Freshdesk Dashboard helps to show progress of what you have achieved or not
7. Ability to attach files
8. Ability to create Canned responses
9. Ability to delete certain Tickets that are not useful to a User

I wish Freshdesk ca improve in the following:
1. The maximum amount of Gigs when attaching files is very small. If they can increase this, that would be useful
2. When creating emails on contacts: On To:- Tab, it is only one email that must written and Freshdesk ystem will not allow you to add several email addresses under To:- TAB option. If they can change that setting, it will be very helpful. I know on CC and BCC it is ok but TO option must still be changed
3. Formatting styles must changes. We have limited options on Freshdesk from Font sislze, styles to Colour. If they can see what Microsoft Word feature or Outlook looks like and work on that
4. When creating tables, they are not as presentable like the way we see on Outlook
5. Editing Tools are limited like Undo, Cut features, they may need to improve that to be user friendly. At some point I deleted my entire paragraph by mistake, if I did not know how to use the shortcut keys like Ctrl + Z to Undo , I would have wanted so much time re-typimg it again. 😔 So for new uses who have no such knowledge, they want to see an Undo feature somewhere.

What I like about Freshdesk is that we can manage all our support channels from one place, the automated reporting features are excellent and also useful to customize it according to our requirements. They also have the best support team who helps you at every stage.
Reasonable price makes it affordable for first time customer service agencies or startups. We can create our own knowledge base or faq onsite in a free plan.

The first thing I realized while using the ticket management system is that it confuses and doesn't always display the exact team member name who gave the response when multiple customers are involved in a support ticket.

This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents.

I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways.

Generally speaking, this application has significantly improved our support desk efficiency.

I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts.

Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart.

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

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

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

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.

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.

I set up and administered Freshdesk for a 200+ non-profit agency. There were three departments tracking bugs through it, and we were able to deploy it and announce its use with ease. It was easy to explain to our staff who didn't want to take time to learn something overly complex. As a non-profit, it was important to find a solution that could assist us day-to-day without breaking the bank. We were able to use the first-level with support for our use. The Freshdesk support was highly responsive and helpful if we had questions. Using this platform cut down on time spent fielding immediate requests that were not a high priority. It allowed us to really prioritize, track and automate repeat issues, and cut down on 'putting out little fires everywhere mentality.'

The automation was helpful, but I think it could have used a bit more complexity. We were able to implement an automated routing for email subjects and user emails so that certain requests or bugs/issues would go to a specific department. We used the platform in Communications, IT, and Facilities for all requests. We didn't have a bug or issue tracker prior to this platform. The Frequently Asked Questions portion of the portal really didn't end up being used, although we did use it when we first started the platform. Higher ups really liked the ability to see numbers in what we were fielding, but there was not enough drill-down in the pay/point we were using--that may have been available within higher paid levels. The automation has a lot of options for sending alerts when a new ticket is created. It can become cumbersome and send A LOT of emails. I'm not sure if there is a better way to automate/cut that down w/o losing that function. Also, the 'archive' user feature was a bit weird. We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.

Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.

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.

The software has a great deal of functionality.

If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails.

The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not.

The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.

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.

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)

- 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.

Ease of use, setup, and features.

An added feature would be to be able to search ticket by subject title and then to select many of the results at a time.

There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages.

Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address.