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Freshdesk Pros

BW
Business Systems Analyst at a transportation company with 5,001-10,000 employees
Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.
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David Seinsche - PeerSpot reviewer
Freshdesk/Zendesk Consultant at a retailer with 10,001+ employees
It is quite easy to program custom apps and integrate them.
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SW
Director of IT at a wholesaler/distributor with 51-200 employees
Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.
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Buyer's Guide
Freshdesk
September 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
633,184 professionals have used our research since 2012.
Deepak Bartwal - PeerSpot reviewer
Application Manager at a retailer with 10,001+ employees
Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour.
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Paulo Roberto Vieira Mendes - PeerSpot reviewer
Operations Manager at Instant Travel
The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.
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Ashakir Akbar - PeerSpot reviewer
SAP-Program Manager at Axium Packaging
I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.
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KR
Asst. Vice President at a performing arts with 1,001-5,000 employees
The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well.
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Jovana Pavlovic - PeerSpot reviewer
Senior Back Office Manager at a financial services firm with 51-200 employees
It is very easy to make reports.
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Amit Lavi - PeerSpot reviewer
VP Customer Success at Secret Double Octopus
The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.
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TW
Product manager, BI consultant at a tech services company with 1,001-5,000 employees
There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues.
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Freshdesk Cons

BW
Business Systems Analyst at a transportation company with 5,001-10,000 employees
If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form.
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David Seinsche - PeerSpot reviewer
Freshdesk/Zendesk Consultant at a retailer with 10,001+ employees
There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.
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SW
Director of IT at a wholesaler/distributor with 51-200 employees
We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.
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Buyer's Guide
Freshdesk
September 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
633,184 professionals have used our research since 2012.
Deepak Bartwal - PeerSpot reviewer
Application Manager at a retailer with 10,001+ employees
For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers.
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Paulo Roberto Vieira Mendes - PeerSpot reviewer
Operations Manager at Instant Travel
I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.
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Ashakir Akbar - PeerSpot reviewer
SAP-Program Manager at Axium Packaging
There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with.
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KR
Asst. Vice President at a performing arts with 1,001-5,000 employees
There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback.
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Jovana Pavlovic - PeerSpot reviewer
Senior Back Office Manager at a financial services firm with 51-200 employees
Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.
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Amit Lavi - PeerSpot reviewer
VP Customer Success at Secret Double Octopus
Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions.
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TW
Product manager, BI consultant at a tech services company with 1,001-5,000 employees
The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI.
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Buyer's Guide
Freshdesk
September 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
633,184 professionals have used our research since 2012.