Freshdesk Reviews & Product Details

The ticket submission portal is one of the cleanest and most helpful I have seen across the brands1 Particularly the clean layout gives a 'self service' to the requester by making features such as 'knowledge base' and other documentation readily available. We have had many support requests entirely avoided by having many help articles easily located the moment a user interacts with the UI. Icons and categories are well padded / spaced to avoid visual overload which detracts from users even considering self service.

Drill downs for exporting from the technican side can be a little clunky. 1 example; Date ranges would be much easier if inputing text date ranges was a feature and not being forced to click a calendar.

Easy to manage multiple teams within a service desk enviornment and quickly find tickets. This allows us to keep turn times low across multiple categories which sometimes can be tricky in other service desk platforms.

It is very easy to use on my laptop, my mobile android and iPhone. It used daily has so many features, scenarios to canned responses. Creating and using canned responses makes my team work more efficiently. Daily reports to my inbox showing what I need from agent to SLA.

Not been able to set up schedule send time on emails like in outlook.

Freshdesk tickets are automatically assigned to agents based on skill, this is beneficial as I do not need to do it manually.

Easy to use. Very intuitive controls and features. Almost zero learning curve. It just works!

Nothing really. It's very responsive and reliable and if something is experiencing a problem or you have a question, support is always there and responds quickly.

Freshdesk makes it easy for us to communicate with our customers right within the ticket so all communication and information is centralized for each issue in each ticket

It's very easy to use, configure and customize.

Some features that its most advertised are available only on the higher plans, and the price difference between them is high. The Pro plan costs more than double of the Growth plan, and if you are going to pay monthly, it triples.

It has a very good knowledge base, with widget integration and ticketing system.

Freshdesk helps organize all of our incoming emails for Customer Service across many email addresses. The team can all see who is working on what and what needs to be done. As the manager, I have oversight of it all.

Freshdesk has its own ways of doing things, but once you learn them, it's not bad.

Managing customer communication. We can reply to customers timely and see when we are falling short.

Simple UI/UX and easy to configure and implements

Nothing. all is good enough, no complaints

Complaints documentation so the complaints easy to organize

The seamless ability to handle all our Customer Support-related tickets and procedures. FreshDesk is a comprehensive way to manage our inquiries and interact with our customers. FreshDesk also offers excellent additional features such as automation for a much more streamlined organization of tickets.

The biggest downside to us as a company was the recent removal of integration with the Twitter/X platform. FreshDesk was a wonderful way to facilitate responses through this social media platform, so losing the ability to integrate with it is understandable due to Twitter/X's recent changes, but also a shame for us.

Communication with your customers is a never-ending challenge for any business. FreshDesk drastically improved our ability to do so as compared to our previous ticketing platform. The benefit of this is greatly heightened customer relationships and streamlined processes for all our agents.

Their customer support is fantastic. I can always reach out to them and know I am going to get help within 24 hours. They are always willing to assist with any needs or questions that I have. The dashboard is extremely user friendly. We are always looking for other things outside of ticketing to use it for.

The only thing that is kind of hard to deal with is the properties section in the tickets. When we have one ticket type selected, we would only want that tickets properties to show up. But this is something that you have to request that they remove for you. I wish we could do it from our side.

We use FreshDesk as an internal ticketing system for our users. We didn't have anything for a ticketing system before, and we are not really a huge tech company. We didn't need something as complex as the other ticketing systems out there, and we also needed to stay within a certain price, and freshdesk checked all of the boxes for us.

Many of us can help our people out. It allows for collaboration and less email to deal with. We have found it has streamlined communication and allows for everyone on the team to help and see what has been said already to those we are helping.

The only downside we have had is when we get into a non ending reply cycle with autoresponders. We have had it happen a time or two. It is just due to autoresponders. But Freshdesk has helped us fix it and we appreciated the help.

We have over 300 people we manage. This allows for these people to send in help requests and our team to communicate. We can also assign tasks to one another.

The thing I like the best is because the ticketing system is customizable and can be easily adapted to your needs. We first deployed our ticketing environment during the pandemic and it strengthened our team's communication and performance.

There isn't much I don't like, because it's a great product. I am confident your team will benefit from its platform. There are different tiers of subscriptions available. I am sure you'll find something to fit your needs.

We needed a way for our customers to see the progress of their tickets. Our team is small but freshdesk has allowed us the leverage to support a growing customer base. I needed a way to track notes, and tech performance and freshdesk offers reporting and analytics to help with those decision making situations.

Its easy to understand and use, good for customer support, good features. Ease integration

as of now nothing. Its working all great so far

getting emails on time, easy to use and nw featurs threads are really helpful

Ease of creating a ticket and also providing the seamless experience to search the ticket and assign it to the agents.

It is very difficult to confirm about it as I am unable to find any such things. Everything is good

We are in an E-commerce and dealing with cosmetics. So. here, we are using this tool to raise the ticket about the customer queries and it is very helpful and it is easy to keep the track of customers' complaints and resolution.

the interface with responses and the overall feature of verloop

it lags sometimes creating the hassle to assist the customers

I basically solve customer queries and verloop helps us in the same with best-canned responses

Its use full in all the aspects, Could not find a better product than this ever.

API Integrations are much more needed for any of the software products.

making process very simple to communicate with the client.

We got our daily assignments and is very well organized to send emails and/or create tickets

Nothing I think it is great and do not have anything I dislike

complaints and we get to do our daily assignments and is very well organized