Freshdesk Reviews & Product Details

It is very easy to navigate. A user can effortlessly use it without any prior training. The design is simple and subtle.I have been using it for more than a year now without any prior experience. I have never found it to be difficult. Great tool for support team.

The only challange I faced in Freshdesk is setting up signature from an agent account. I could not find any option to set up my signature for the tickets.

It made the tickets very organised.

FreshWorks is by far the best customer support software for everything. There are many intergrations and the pricing is the best that I've seen.

I have been using FreshWorks for a while and I have not encountered any errors or problems with the product. It is a great option for customer support software

FreshWorks is solving our customer support and now we have a support desk, email, and people can use chat.

Retaining customers is one of the greatest goal of all times. Freshdesk offers customer self-service tools that help resolve issues for 24/7/12/365.

I use Freshdesk on a daily-basis and I seldom encounter challenges at all.

It enables me to offer support to customers from anywhere with just few clicks via live chat.

Freshdesk is incredibly easy to use. More importantly, it is easy to train new agents and once they start using it they can become pros very easily. The ease with which they can creat, edit, and respond to tickets is very helpful as we handle a pretty high volume of tickets being in the fast casual food service industry.

I honestly don't really have much to complain about with freshdesk. Sometimes the reporting in the analytics tab can be difficult to do what I want, but I always eventually figure it out.

Freshdesk allows us to receive and respond to almost all of our guest feedback in one place. And even the channels we can't get into it automaticallly, can be manually added becasue ticket creation is straight forward.

Automation is one of the best features of Freshdesk.

Analytics need improvement as it tends to be complicated.

All customer-related transactions are logged here.

Freshdesk is one of the best solution for Support. It's simple and provides flexibility.

Nothing as of now because this is user friendly and provides better experience.

Support related problem at one place.

It's difficult to select just one thing! The product is simple to configure and use but more importantly the Success team at Freshdesk is responsive and always there to set us up to get the most out of new features or add on modules. My second favourite is how they have evolved their reporting, they are always adding new features and we can deep dive into understanding trends and identify areas for improvement.

I have yet to find anything I don't like about Freshdesk.

With Freshdesk we have been able to deprecate our 1-800 phone line and our first response time is down over 50 %. Huge win.

Freshdesk is an absolute game-changer in the realm of customer support platforms! From the moment I started using it, I was swept off my feet by its incredible user-friendliness. The interface is a marvel—intuitive, sleek, and delightfully easy to navigate. What truly sets Freshdesk apart is its seamless integration of powerful features with simplicity. It's a treasure trove of functionalities without the overwhelming complexity. I found myself effortlessly managing tickets, organizing customer interactions, and collaborating with my team in real-time—all thanks to the beautifully designed dashboard and crystal-clear workflows. The cherry on top? The versatility! Whether it's email, live chat, phone support, or social media—Freshdesk brings everything together into one unified hub. It's like a superhero cape for customer service teams, empowering us to tackle any challenge with grace and efficiency. The level of customization is mind-blowing. I could tailor everything to suit our specific needs—from automating repetitive tasks to creating personalized templates that reflect our brand's identity. And let's not forget the analytics and reporting tools—insightful and actionable data at our fingertips, helping us make informed decisions and continuously improve our service standards. But above all, it's the impeccable customer support from Freshdesk that truly shines. Their own customer service embodies the excellence they advocate. Any question or concern I had was met with a swift, friendly, and knowledgeable response—a testament to their dedication to ensuring their users' success. In essence, Freshdesk isn't just a tool; it's a partner in fostering exceptional customer relationships. Its user-friendliness isn't just a feature; it's a philosophy that permeates every aspect of the platform, making it an absolute joy to use. I can't recommend it highly enough!

Ticket History Group or team wise "How many hours was taken from the team to push to other team

With all the Automation

The platform offers a seamless experience for our support team, allowing them to efficiently manage and prioritize customer queries. The automation features have significantly streamlined our workflow, reducing response times and ensuring that no customer concern goes unnoticed.

One notable aspect is the mobile app's performance; I have encountered occasional glitches and delays in responsiveness. Improving the mobile app's stability and speed would be beneficial for users who need to manage support on the go.

One of the prominent challenges Freshdesk effectively tackles is the organization of customer communications. With the platform's centralized ticketing system, we now have a structured and easily accessible repository of customer interactions.

How it is User friendly, and easy to navigate

There are a few bugs, likes it automatically saves the late sent message, so when the ticket reopens, you see the message you sent as a draft. It is just annoying having to discard it a lot of the times.

Dealing with people over email as opposed to phone calls.

It did not take any previous experience with other helpdesk applications for my team to know how freshdesk was working. It is so easy to use and all agents receive the needed notification when a client requests for assistance.

Nothing so far, it was also easy to implement coming from another application.

Client mails do not get lost, there is always an agent taking care of the requests. All internal administration requests are also handled

I love being able to automate ticketing system that can be used by my colleagues where we can convert support emails into tickets with an automated reply. We can use for calling mechanism, which is very handy for both calls and emails. It is a great platform for using every tool which is to be used with different or multiple tabs/sites/apps.

There are times when it does take a little long to download the reports which consists of huge data

Freshdesk helps us solve issues with the most top queries which customers are reaching out to us via call or email. It allows to work on same tool. I love that I can see all the data in a clear view in a single tool.

It was so easy to use, maximum visibility on all customer interactions, it communicated with our other platforms, showed agent progress and statistics, customer feedback, etc.

There were many unusued features that we could have implemented into our daily tasks.

Freshdesk allowed for full visbility of our customer contacts, we now use it for logistics communications.

All social messaging apps can be integrated into single platform.

The User Interface isn't much friendly. I believe a lot can be improved in terms of User Interface.

Able to communicate our customers and resolve their queries at much faster pace.

Very friendly users. Very simple to use. The customer support was great

I dont have any wrong review about the application.

I can priorize my tasks when I can received all of the tickets support in one place.

Our team uses Freshdesk and I have had no issues since I started with it nearly two years ago. Sending and receiving emails, keeping things organized and the ability to pend emails is a huge convenience in our work setting.

I have experienced no downsides to using Freshdesk.

Freshdesk makes keeping track of emails and tickets very easy. It integrates well with our system.

It is so easy to use and navigate. They have thought of everything, and continue to do so! It is easily customized and is by far the best system I have used in the last 10 years.

I really dont have any issues. It is always improving in ways we didn't k ow we needed :)

It allows us all an easy way to be able to reply to the customers, loop in different departments, set up, responses to frequently asked questions for the customers, history of all customer tickets

I can customize everything, from my technicians Signatures, to prioritizing tickets to sending items to different departments. And as an MSP doing IT service for many companies, their users can reach me using a localized domain name to make life easier ([email protected]).

The help and documentation system is not laid out well and often i have to ask support how to do things.

We have an excellent, searchable history with all of our clients, reports to show our metrics and automations to make life work faster.

Easy to use Very helpful and can use internal notes as sending emails to clients

Reporting was changed Legacy reports were showing results in real time but now there is a delay of half an hour

Taking care of our clients issues instead of relaying on phone calls

Freshdesk simplifies my work tasks and definitely is user friendly and easy to use. More companies should implement this product for optimal customer service

Sometimes the program will lag when it comes to sending emails

The fact that we can save canned responses for each customer scenario is amazing which helps with finishing tasks quickly