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Freshdesk Valuable Features

David Seinsche - PeerSpot reviewer
Freshdesk/Zendesk Consultant at a retailer with 10,001+ employees

This is the best tool. There are so many good features, however, one of the main, best features is the restrictions allowed for the agent. With a few mouse clicks, you can change the restrictions for them. For example, what tickets they can see, or what features they can use. 

You can put in some custom apps. It is quite easy to program custom apps and integrate them as Freshdesk is very open with tutorials, and they jump in whenever the programmer has issues.

You can learn the solution yourself rather fast. It's not complicated to use. Basically, what you see what you get. You don't just have to use it out of the box; you can find workarounds easily. 

One of the main benefits is that it is not complicated and the layout makes it easy to find what you need. Everything there, including email notifications, automation, SLA policies, customer sales sections, and so on. It's labeled. It's not complicated. When you click on something, you know what you will get, basically.

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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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Deepak Bartwal - PeerSpot reviewer
Application Manager at a retailer with 10,001+ employees

The easy integration, open APIs, and their overall product, which can be integrated with in-house applications have been valuable. We have also been able to connect and integrate our social media accounts into our in-house ERP system. 

Using Freshservice, our agents are able to see the full communication history with a customer in each ticket. This provides context for every agent, even in instances where we have new agents join the team. The solution also allows for the grouping of communication by employee ID which has been useful. 

This solution allows us to auto-assign and close tickets if there's no response within 48 hours. We can upload separate holiday calendars and time zones for India, Europe, the UK, or regions that update times stamps for customer communication based on these different times.

Freshdesk releases new features every few months based on the needs of their customers or the market.

Finally, very little code is required to make changes to the system.

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Buyer's Guide
June 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
609,272 professionals have used our research since 2012.
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.

We were previously using OTRS on the on-premise server and there was limited space for us. With Freshdesk, we don't have to worry about that because they actually have a cloud version where you can store more information. Also, the analytics of Freshdesk, for me as a manager, make my life easier tracking the performance of the customer support team.

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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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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. There are a lot of tags on every ticket. As a supervisor or as a head of a certain department, you can easily make reports for every agent on your team. 

The solution is stable.

It's scalable and is able to handle big workloads. 

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Product manager, BI consultant at a tech services company with 1,001-5,000 employees

One of the most valuable features is the multi-agent system, although this is possible with most CRMs. 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. 

Freshdesk also provides useful data for the tracking of tickets and their statuses using time stamps. We have been able to implement different interventions for such as calling a customer when certain timestamps are made.

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Senior Vice President Information Technology at a comms service provider with 11-50 employees

The solution is very easy to configure. It will not take a lot of time to configure.

It's a product that is very easy to use and very user-friendly. 

It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets. Right now, we are in a big development stage with our business. 

The solution is very stable.

The scalability is good.

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Buyer's Guide
June 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
609,272 professionals have used our research since 2012.