Freshdesk Room for Improvement
They have some flaws. No system is flawless. When I started working with Freshdesk and Freshcaller as well, they were separate tools. Freshdesk is for tickets processing, while Freshcaller is for taking calls and creating tickets out of it. However, these two solutions were more or less separated even though they kind of communicated with each other. And yet, it was not that easy to get a connection. Currently, they are already working to have an omnichannel. That way, you won't have to switch tabs. You can stay in a Freshdesk window and from there you can reach everything. This is the main thing that has to be improved and they're still working tirelessly on it.
There are some restrictions where you need automations and sometimes there is just no way to achieve what you need - but this is common with other tools.
I'm raising feature requests for the system. However, when you add a feature request and then you have to wait - possibly even a couple of years until enough other companies raise the same feature request as you. Only when there is enough interest, it's put on a roadmap.
The size of your company seemingly does not really matter when it comes to having feature requests put on the roadmap.
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.
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. For example, when we implemented Freshdesk, my team needed to write coding for four or five API integrations. The need to write this code also caused some difficulty as we write code on a different platform. Minimizing code for all integrations would make a big difference.
We would like to give access to Freshdesk for contract employees but this requires an email ID, which these employees do not have. Logging into Freshdesk is based on email login only. A year ago, we requested a different way for such employees to log in such as a mobile-based login but this is not yet possible.
There are some features I would like to improve. For example, I would like to be able to change the subject in emails for ourselves. We use a lot of third parties. So if we want to handle an email from one of our suppliers or one of our clients, we have to have two tickets, and it would be easier if we could only have one ticket to handle everything. With Freshdesk, that's very difficult because we can't change subjects. So, if we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.View full review »
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.View full review »
Asst. Vice President at a performing arts with 1,001-5,000 employees
When we ask them for changes or features, they usually provide a workaround or a feature. They stay on top of the latest technologies. The most significant feature they've added recently was two years ago. It was an AI chatbot, which is very important for business.
They've gotten all the features at the right time and integrated them into the platform. 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.View full review »
Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.
If I'm going to contact a client, then I have to put all of these tags, and that ticket is closed as the ticket has been sent. It's similar to when you send an email. That ticket has now been sent and therefore it's closed. If the client responds, the ticket will come back as open. However, if we send a ticket to a different department, let's say, then we have to put the ticket on as open to the different department and I'm not going to be able to see it unless the other department sends it and replies, and puts it back on my name as open. The ticketing feature is a bit complicated.
In order to send a simple email to a client, I need three minutes. And due to the fact that we send a lot of emails, that amount of time required is time-consuming for us.
Freshdesk has a feature called Freshchat. I would like to have translation services inside the chat. We get a lot of clients from different countries speaking different languages.
Tobi Williams Babatunde
Product manager, BI consultant at a tech services company with 1,001-5,000 employees
There are a number of different statuses for tickets that agents can apply. There were times when the customer service agents got confused as to how to use these statuses. This could have possibly been something we could have streamlined and improved manually, in retrospect.
The dashboards are useful but could be so much better. As product managers and data scientists, we couldn't use the dashboard for analytics and had to move the data in Power BI.
Senior Vice President Information Technology at a comms service provider with 11-50 employees
While it's good for a small number of tickets, definitely in the future, we will require something more powerful.
I would prefer to have a lot more functionality. There's a bit of a trade-off between the price and the functionality. When we do choose the new solution, we will have costs go up.View full review »
The reporting, analysis modules and insights capabilities for this solution could be improved. It is essential for us to know how many tickets are open on different business domains or open for specific teams. These insights drive decisions that happen in the technical support area.View full review »