Freshdesk

The FreshDesk ticketing system is quite efficient

Comments: Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.

Pros:

Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.

Cons:

The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.

Great for our small support team

Comments: Freshdesk is my main ticketing system. We have a very small team, but it's easy to manage the workflow thanks to a clean UI and reliable notifications.

Pros:

Easy to mange tickets, track workflow with multiple agents, onboard new agents, and view productivity metrics.

Cons:

Spam filter can be overly aggressive, but as long as you stay on top of checking the spam inbox, it's not a huge deal.

Look out. They are increasing prices.

Comments: Product is actually ok, look into pricing!

Pros:

The product is ok, but suddenly they change the price with a huge increase!

Cons:

Huge price increase suddenly. HAving used the product for years they suddenly increase the price over 50%!

Thums up Freshdesk- overall great experience with freshdesk.

Comments: Great over all experience with Freshdesk we 55 engineers are working on it, we are very well satisfied Freshdesk.

Pros:

Wonderful Product to manage your staff bandwidth. also easy to manage and use.

Cons:

GUI of this product, Freshdesk can better with it.

Big fan of FD

Comments: Freshdesk efficiently consolidates customer queries from multiple channels (email, phone, social media, chat) into a unified inbox. This reduces the hassle of managing different platforms separately.

Pros:

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

Cons:

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.

Enhancing Customer Satisfaction Through Streamlined Support

Pros:

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.

Cons:

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

Service & Tech

Comments: When a student came to me, what was their problem, whether it was solved or not, all these things are recorded on Freshdesk, that is why I like it a lot.

Pros:

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

Cons:

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

Positive impact with Freshdesk

Comments: It has greatly reduced our response time in customer service and also increased our customer satisfaction.

Pros:

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

Cons:

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

Overall a simple and effective support ticketing system

Pros:

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.

Cons:

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.

My experience with Freshdesk

Comments: My experience with Freshdesk has been good it really help me by its wide range of advance features also it integrates well with other available software which is the relief for me.

Pros:

I like the user interface of Freshdesk it is very friendly and easy to navigate also the automation feature helps me by doing all the repetitive tasks which saves me a lot time.

Cons:

I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I thought it takes a while to response.

Great Ticket Management Tool for Customer Support

Pros:

Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs. Very stable product with great customer support.

Cons:

Pricing is a bit on the higher end and the way Automations can be created and implemented in Freshdesk is not very good when compared to other tools.

Alternatives Considered: LeadSquared

Reasons for Switching to Freshdesk: Much more trusted and stable software. Easy to use with a wide variety of features.

Very practical. Simply adding innovation and superiority to your work.

Comments: Best tool and effortless services. Easy application and reliable outcome. Automation is real.

Pros:

Freshdesk is full of benefits. It is a user friendly software which has no limit on application especially handling workflows. Communication has its place in the software and it is easy to reach people at any time. It is the best software for ensuring customers are happy with your Services always.

Cons:

Freshdesk has no cons. I like everything about it. Truly appreciate.

Freshdesk - Simply

Pros:

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.

Cons:

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.

Alternatives Considered: Zoho Desk and Zendesk Suite

Reasons for Switching to Freshdesk: Based on cost and features Freshdesk at the time seemed the better option for our business needs.

It allows us to manage all queries and complaints in one place

Comments: It's a comprehensive bundle that allows us to answer any queries or concerns our clients may have. Using this program, we are better able to maintain satisfied clientele.

Pros:

My favorite The UI and methodology behind Freshdesk make it ideal for managing and resolving customer inquiries via email. It's an indispensable piece of office equipment for handling all of your customers' questions in one place.

Cons:

The fact that it's a fantastic resource for anyone interested in fielding consumer inquiries means that there aren't any downsides. You need only implement a method of logging in with a cell phone number.

Great Ticket Management Solution

Comments: Overall, my experience with Freshdesk has been very positive.
I’ve been using the platform for two years, and it has consistently helped improve our team’s efficiency in managing customer support.
The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable.
I also appreciate the detailed reporting features, which provide a clear overview of our support activities at the end of the year.
The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed.
While there are some limitations, like the inability to add static emails in the CC field and occasional challenges with the mobile app, these have not significantly affected my overall experience. Freshdesk is a reliable tool for managing customer support, and I would recommend it to other teams looking for an intuitive, all-in-one solution

Pros:

What I like most about Freshdesk is its robust ticket tracking system, which allows team leaders to easily monitor the progress of each ticket. At the end of the year, it's also very helpful to have a clear overview of the total number of tickets resolved. Additionally, the automatic reminder feature ensures that customers are notified if they haven’t responded to our emails, which helps maintain effective communication and reduces the chances of unresolved issues

Cons:

The only issue I've encountered is the inability to add a static email address in the CC field by default. This has been a bit problematic, as I sometimes forget to manually add my team’s email when sending emails to customers, which can lead to missed updates

Simple but powerful ticket system

Comments: Overall positive feedback. We would like to see features be able to be added on ala cart. we would also like easier integrations such as billing and inventory software to easier manage items being sold.

Pros:

We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day. The field service add on allows us to have customer sign their work order upon completion and keep track of time.

Cons:

Certain features are not ala cart. Depending on the feature you want, you'd have to upgrade your whole plan and get even more features that you might now want. sometimes when we are replying in a ticket, the curser jumps to the beginning. We haven't been able to figure out if its a keyboard combination or shortcut that is doing it, or something else.

Freshdesk For The Win

Comments: Overall my experience is a great one, it gives us the ability to easily request things we may need, from starter set ups to leavers to issues we may be experiencing leading to quicker resolve times for all.

Pros:

Like most that the system is easy for all to use, and that it can be personalised to your company with logo etc.

Cons:

Sometimes it can time out if you aren't quick enough which removes any request and you have to start again.

Makes Communicating Easy!

Comments: Overall, I enjoy using Freshdesk and I will continue to be using it for the benefit of my team. It does help them to be more efficient and communicative with the customers, as well as with their team members. It also makes communication with our customers easier and more enjoyable for them.

Pros:

I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks. The ticket merging feature helps collectively group similar concerns which makes working through them much easier and more efficient.

Cons:

I think the user interface is not as intuitive as it could be, but that could easily be updated over time. The communication options are also slightly limited as well, but nothing that would pose an issue.

Freshdesk is very helpful

Comments: The overall experince with Freshdesk did for me is combine all channels customer flow at one place, now every comment/ post/ Dm turns into a proper ticket and assign to a dedicated support staff, doing this way we never missed any single query from customers and we have properly self help automation and data export options.

Pros:

-combine all the chanells to one place - Turning every query into ticket - Self help automation - dialer integration - - data export options

Cons:

Nothing so far, every time i reached out to support they always proved the best possible resolution to the query. and price is little high

Fresdesk email management for Charity

Comments: This has a real positive impact on the charity and the ability to respond to customer emails, the overall process of using this significantly reduced response times and missed communications.

Pros:

All emails were managed centrally which gave a better customer experience, it was very easy to see unanswered emails and also what other people had responded with if they were on holiday to ensure that it was a consistent response

Cons:

the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got difficult to manage and expensive.

Fresh Desk - Fresh, Fast & Fantastic

Comments: our overall experience with Fresh Desk has been excellent. its simple to use, easy to manage, and we have had no complaints.

Pros:

we love how freshdesk allows us to manage and organise our tickets for the day, we can group them, split them, merge them and assign in bulk making workload management amazing!

Cons:

not much is included in the lower tiers you have got to go for the pro one to get the advanced automation parts.

Never close a contract directly with Freshworks

Comments: Freshdesk in general is ok to work with, it doesn't excell in specific matters but also not fails. However we made the misstake to close our contract directly with Freshworks (as our re-seller stopped), this has been the biggest misstake ever. There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for which no solutions are offered

Pros:

The reseller that was between Freshworks and us

Cons:

No full intergration with their other modules. (chat, sales). FreshCRM completly failled product which was only shorly on the market and replaced by Freshsales again.

Kiddo smiles 😀

Comments: The experience is good with fresh desk.

Pros:

It is very easy to raise the complaints and get it resolved sooner for customer satisfaction. It is easy to track the details entered in it.

Cons:

While logging in I always had tough time with captchas and also it used to get logged out fast.

Worth it and highly recommended

Pros:

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

Cons:

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

Freshdesk Features

Comments: It is not bad. It has some good features and some average.

Pros:

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

Cons:

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