Freshdesk reviews

Freshdesk’s automation features, like ticket routing, automated responses, and workflow automations, save a lot of time by reducing repetitive tasks.

The mobile app is often reported to lack some of the functionality available on the desktop version, making it harder for teams to manage support tickets on the go.

So easy to use and manage customer relationships even from abroad!

I use Freshchat in particular and sometimes it logs me off automatically or the app disappears from my phone, and I need to start the login in process all over again.

I like how its omnichannel support in one dashboard which improves the efficiency of our workflows and saves valuable time. I also like its thorough reporting and analytics on response times and other key metrics which enable us to elevate our support quality.

Advanced automation and reporting features, are only available in higher-tier plans which may not be ideal for some teams.

If a student faces any kind of problem, I create a ticket on Freshdesk itself, and its resolution is provided.

Nothing, everything is good, The feedback from students on this is also very good.

It’s the best solution for ticketing and it’s customer support is great.

So far i got nothing to dislike, everything has been positive.

Overall a great support system, we use this internally and externally for our field network. it offers us great flexibility in managing support tickets across a team of three.

The filtering for existing tickets are quite clunky and confusing at times. Sometimes the filtering sticks even after you have cleared it, which causes issues sometimes.

Fresh desk was a useful platform for customer service for 2,000 people for our project. It was easy to use and follow up with.

Fresh desk has a policy that once your subscription has started it cannot be cancelled. We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process a refund. Big waste of money!

To solve the query of coustomer in a good way and proper data.

Some time when I want to use subtype with multiple option it will be difficult.

The ability to setup up multiple channels direct for specific clients. The call routing of DDI’s and reporting is important to monitor KPI’s.

There are lots of great features such as automations which is great when you are an active Helpdesk dealing with hundreds of tickets daily.

Some of the changes on reporting when they discontinued the legacy reports and moved to analytics has been poor as dependant on your setup the data isn’t always accurate or easy to digest.

I love the automations and integration in the Helpdesk portion of the OmniChannel. I can really introduce a lot of quality of life features to the team to help them focus on supporting and not repetitive tasks and triage.

The chat feature has less automations on the backend like the need to add Labels manually as well as the lack of tags. With the introduction of ChatGPT I hope to see more automated tasks. Also the addition of tags as another form of chat categorization will help as the Labels provide a more general placement into a category and the tabs will really help define every chat issue.

It is a very complete tool, it is very easy to manage the incidents of daily life and to manage or administer tasks and projects it is one of the best tools

It is a very good tool but the cost is usually a little high so it should be taken into account when purchasing it.

Ease of work
Easy to use
Good support service which is very important for any IT product

Need to work of predefined template as industry wise
Nedd to work on work flows as per industry

I like that freshdesk makes it really easy to categorize and tag items. We work with specific clients, so it's nice to be able to tag clients and also to review details about their accounts.

I had such an issue with notifications and tracking tickets. Sometimes I would not get an email notification if I was assigned a ticket. If I was just mentioned in a ticket, it was often very hard to keep track of those or to find them again later if I needed to add more to the ticket.

-Easy to search
-Keeps the history.
-Contact Management
-Real time notifications

-It should have a time entry feature also where we can directly put time against the ticket we worked on.

When a customer submits a support request, it automatically creates a ticket and prioritizes it. This ensures that no issue goes unnoticed, and I can provide timely support to my clients, improving their overall satisfaction.

Its occasional lag when handling multiple tickets. It can slow down my workflow during busy periods.

Ease of use
Notifications are quick
Easy to pass tickets on

Nothing really. Freshdesk does what it’s intended to do

Freshdesk is easy to use for both agents and customers. Customers can access their tickets and a knowledge library all in the same place.

I've encountered several bugs. Freshdesk support is usually proactive and quick in resolving them, but they're still inconvenient. For example, a recently fixed bug was that certain customers could not log in to the portal unless they checked the "Remember me" checkbox.