Freshdesk Reviews

We primarily use the solution for issue ticketing.

The organization between other departments is the solution's most valuable aspect.

The interface and dashboards are user-friendly.

The pricing is okay.

In terms of features, I can't think of anything that's lacking. It's a solid solution.

I've only been using the solution for four months. It hasn't been long enough for me to know everything about the solution.

Technical support is not the best. It could be much, much better and offer better support to users.

I've been using the solution for eight months now.

The solution is quite stable. There aren't any bugs, glitches or crashes.

The solution is scalable. If a company needs to expand, it will be able to do so quite easily with this product.

We might have 70 users on the solution currently.

I've been in touch with technical support in the past. I'm not exactly satisfied with their level of support. It's something the solution could improve.

Everything about the setup was straightforward. It's not complex at all.

We're a customer. We don't have a relationship with the solution.

I would recommend the solution to other organizations because it is easy to use.

I'd rate the solution ten out of ten.

The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets.

We're able to respond to customer inquiries much faster and with better information.

It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter.

I have been using it for 10 months.

No issues with deployment as of now.

No issues with stability as of now.

No issues with scalability as of now.

8/10

8/10

This is our first help desk solution.

The initial setup wasn't too complex. It was easily understandable and quite simple.

Implementation was done by an in-house team, although their support system was also very helpful.

We also evaluated Zendesk.

Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and flexible tool.

We were able to create numerous different help desks with graphic layouts matching our customers websites. Freshdesk allows us to act on behalf of different companies without their customers knowing about it, thanks to groups and agent features. We can also allow for an agent from a company for whom we fulfill orders to access tickets from his company group only.

Without Freshdesk, our customer service would have to have access to numerous e-mail accounts without the possibility to be logged into all of them at the same time if they were with the same provider. It would not be an efficient way of dealing with customers.

Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with every post. It could limit it to posts with key words/sentences.

We have used Freshdesk since March 2012.

As a cloud based system, Freshdesk does not require much, just a web browser and everything is nice and easy to use.

When it comes to setting new help desks and integrating these with different companies' emails, etc. It may be tricky sometimes. Freshdesk customer service and technical support has always been really helpful. When it comes to dealing with forwarding email servers, Freshdesk was always happy to organize a conference where we could all discuss and fix issues together.

The initial set-up was not easy, but it was not difficult either. It is like that with any new software that you use, you just need to get used to it. Thanks to great support from Freshdesk, every question we have had has been answered promptly.

The registration process is really easy. It can be done in-house with on-line help from Freshdesk support.

Freshdesk saves us a lot of time, and allows us to provide an excellent and efficient customer service.

There are obviously fees for using it, but it is definitely worth it. You pay for every agent using it which is a fair fee.

There were not that many other options suitable to our requirements. Freshdesk was the best value for money.

There were not that many other options suitable to our requirements. Fresh Desk was the best value for money.

• Email/ticket handling.  
• Custom email server option.  
• Knowledge base framework is really good, but not quite as customizable visually as Zendesk.  
• Also, the Freshdesk API is so powerful...  We can do basically anything we can think when it comes to ticket handling.

Our customer service is built around it, and has been for years.  We've grown with it, so it's hard to say how it "improved" our operations.  It's all we've known.  I'd hate to be without it.

Localization needs to be implemented.  No option for other languages at this point in the knowledge bases.  Customer service used to be fantastic, but seems to be slipping a bit as they grow larger.  Still good though.

The most valuable features of Freshdesk are the completely customizable solutions center (assuming you have LOTS of patience), the ticket automation, and the reporting.

The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, and the ticket automations allows us to set priorities on incoming tickets based on who is submitting it. Both of these features make it easier to handle escalations and help draw our attention to the customers that need it the most.

The most frustrating thing is definitely the solutions center customization. For starters, they shouldn't change the base CSS for existing templates in random updates, breaking layouts that have remained static for six months. Aside from that, providing more documentation on common requests would be helpful.

We switched to Freshdesk about eight months ago.

Coming from Zendesk, we had very little issues with deployment. We were able to upload a zip file of all our old tickets, and Freshdesk automatically populated our database. Transferring help articles was nightmarish, and it wasn't worth it to stumble through the lacking documentation to learn the API enough to import them all (we only had about 100). We ended up manually copying/pasting the intact HTML code from Zendesk into Freshdesk and hosting all the images on our own server, which was fairly quick, but definitely not ideal.

I've only reached out to Freshdesk support a few times, and they've always been responsive and helpful.

We switched from Zendesk for numerous reasons, but mostly because of problems on Zendesk's end as opposed to features in Freshdesk. The reporting, simple customer satisfaction surveys, and gamification in Freshdesk certainly did help push us over the edge in favor of it, though.

Everything was simple except importing the help articles, which was awful. Aside from that, customizing the solutions centre stylesheets/page layout was very, very time consuming, but that's more unforgivable considering the heavy customization we were doing. We needed to use quite a few hacks and reach out to their support team for help with figuring out how they handle pagination, but again, nothing I wasn't expecting. the support team was great.

I did it. Assuming you have your tickets in a .zip file, everything is smooth sailing, but you'll need to be somewhat technical to move help articles or heavily customize the help centre since you're injecting raw CSS.

The only advice I have is to keep it simple, at least initially. There is so much you can do in the admin panel that you can get lost in there and end up with some janky automations or incoming ticket rules that don't quite make sense, and then you don't remember where to go to change it back. Tackle the admin panel one section at a time unless there's some things you know you cannot live without.

Aside from sending a ticket to client, it can also send an image. You can add custom data such as the IMEI, location, or any other information you want to include to the image.

It helps with having faster communication and actions from the client.

I want to see it integrated with C# for Android in the next version, as it is currently only integrated for Java.

I've used it for almost three months.

We have encountered lots of issues from observations of our QA. Some issues we face are concatenated (new line) as it displays '=0' and differences between line spaces, but they immediately fixed those issues.

We're still waiting for resolutions for others, such not being able to recover lost data or tickets. For example, if I logout and login again, here's a delay with sending and receiving ticket, and it can't be integrated into our app in C#.

8/10 - since they are always active and take actions if possible.

As we are still waiting for some features which are supposed to be in the next release, we have built our own APK.

It is simple and easy to use. All you need is the MobiHelp SDK, the credentials that they will give to you, and some codes.

If you are an Android Java developer, it's easy for you to implement this product in a day, or possibly less.

• Ticket system - provides us with support tickets submitted by customers from various sources
• Sharing - team members can share progress of tickets

• We can follow up on tasks.
• Our team members can sharing tickets.
• It provides the actual status from divers department.

There are issues with technical incidences, such as not being able to receive messages from certain email addresses.

I've used it for six months.

Not much, however it can be difficult to comprehend for some team members.

8/10

8/10

I did, however this one is the most complete solutions.

It was complex to set up the parameters.

It was done in-house.

It's pretty good.

It's a great tool once everything is in place.

Chat, Customer Satisfaction survey, ready-to-use reports

Through chats we now connect with a bigger audience and satisfaction surveys have allowed us to know clients' points of view in a better way.

Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself.