Freshdesk Reviews & Product Details

it has 5 option pricing plan, from 0$ to 70$. Every plan has something more, what you get. Free plan is very good option for "fresh" start and testing. is web-based, you dont need install nothing, you can setting almost everything, what you need, you can connect it with your GitHub and send a JOB right to programmers :) or link it with exist, but this is only small part of big HelpDesk - Freshdesk very, very good choose :)

we need more customize a default view of page, where you write a new "bug" or problem... Default view is OK, working, but in our company, we want to customize page, form and everything by our design. PeckaDesign s.r.o. there is another helpdesks, what you can choose, but for our needs, this is good option

benefits? soo... we transfer ticket system from basecamp to freshdesk, because basecamp is for collaborate, discouse new thing, or feature... but "bugs" or problems that need to solve quckly is better in some HelpDesk.... where you can pre-defined answers, re-send to another else, who can solve that... so beautifull thing :)

The ease of use. Being able to easily transfer tickets to other employees and the many customization features like canned responses, FAQ and e-mail auto response features.

I can't say that any dislikes spring to mind.

Organizing Support requests and handling them efficiently has become a lot easier since we've started using Freshdesk. Its Solutions feature is also very handy and allows us to populate it with common Q&A and known bugs / resolutions to give our users a place to go to find a solution before contacting us directly. Our support work flow has improved greatly thanks to this product.

Ease of use/setup and low-cost tier for small businesses.

Haven't ran into any issues yet. Pretty straightforward for a single user.

I have a small online store that sells watches (www.quartztimepieces.com) - I need to be able to track customer service tickets.

I love that Freshdesk allows HTML responses and canned responses to save time. Several other help desk systems I was looking at didn't offer this feature, and non-HTML customer service emails are limiting. I also love the merge tickets feature, because I utilize Freshdesk to sort form emails and the same customer may fill out different forms five times a day.

The hardest challenge is with forwarding emails out of Freshdesk. It used to be much harder, but then Freshdesk added a forward button so it works more like email now.

I use Freshdesk to collect all incoming website correspondence sent via online forms. I prefer not to provide a personal contact since customer service has so much turnover, and Freshdesk allows me to come up with common responses, report on common inquiries and assign up to three agents at no charge.

responsiveness , flexibility, customer service

nothing much- some small tweaks may make this product perfect

We started a search to replace our current ticketing system about a year ago. We started by looking at Zendesk and when there was no flexibility with that product and when we seemed to be treated like a number, we started to look elsewhere. Freshdesk quickly set itself apart by really listening to our needs and be responsive with some small changes to the product to make it work for us. Support for this product has been wonderful. All techs have been respectful and thorough. A huge shout out to one particular tech, Bharath. Somehow, even with the miles between us, he conveys a real caring for us. We are so happy we chose Freshdesk and we are looking forward to the benefits it brings our business.

When asked to source a platform for Customer Service measurement, I trialled a number of packages but found Freshdeks to be (at the time) the most flexible and very easy to set-up. The initial process of setting up users, automation rules and incoming/outgoing e-mail was very straight forward, in additional Freshdesk use their own product to support their own product, so who better to ask for help than the Freshdesk support teams. In addition, Freshdesk provide a mobile app which makes answering tickets on the go very easy. Any technical issues I have come across are very quickly researched and reacted to, often being fixed in only a few hours. In addition, the support staff are all very knowledgeable and Freshdesk has built a great friendly community of other Freshdesk users to support one another. If you are looking for value for money, an easy to use and understand system, a friendly helpful support team on call when you need them and the need to organise and manage your customer service, then I would certainly recommend this platform.

The inability to customise certain e-mail notifications (internally) and notification rules are blanket, so either every department receives an e-mail notification for a new ticket, or no departments receive a notification. However, Freshdesk are often optimising their offering and any changes made are normally rolled out to all users.

- Measurement of customer enquiries - time, quantity. - Open nature allows all staff to see all enquiries (customisable) - Security levels - Agent collision - Mobile application - Reporting on enquiries.

This is the best cloud based tool I have come across. I have been working on on-premise CRM tools since over last decade and seeing Freshdesk having all functionalities in build is just great. All the configurations and customizations are done with help of click mouse and it is very user friendly CRM tool. Helpdesk support was excellent when I was testing this and did proof of concept for our customer. They also loved the tool. Great work Freshdesk team and keep up the good work! Regards, Dinesh Jhamb PeopleSoft Practice, STA Global (A Premier Logic Company) Associate Director Mobile: +91 997-110-9328 Email: [email protected] Web: www.premierlogic.com

I don't think there is anything I disliked about freshdesk CRM tool

We are setting up customer support helpdesk for one of our customer entrepreneur in learning and development industry. Freshdesk helps in fulfilling our business needs to quickly respond to customer reported issues.

The level of support has been excellent. Even before we signed up for the paid plan Freshdesk was there to resolve any issues we had in setting up our online portal. We have since upgraded to the Sprout plan so that our small school district can have a total of 4 agents. We setup the online portal to require users to use that exclusively and have stopped using our vanity email for support tickets. By doing this we can require our customers to fill out the online form for service and indicate the building and room number before the ticket can be submitted. This saves us time by requiring users to provide all of the information we need before they can open a ticket for support. IN addition I can route the tickets by location to the appropriate agent and thus each agents account reflects only the tickets that apply to their site. An awesome tool and it has improved the perception of our support desk in my school district

At this point we have used Freshdesk for 4 months and there is little I dislike. Support always picks up my calls and overall there isn't a better value for small school district like ours.

By mapping the email address from Freshdesk directly to the application we have not forced all of our customers to use the online portal. By requiring the users to use the online portal and through careful configuration we can now require customers to provide critical pieces of information before submitting tickets which speeds up the resolution of these tickets.

I give the support a 10/10. They have always responded in a timely manner, and have quickly added specific system enhancements on several occasions.

There are not may things that I dislike about Freshdesk. The system can get bogged down sometimes, but this seems to have drastically improved lately. There are a few bugs, but I'm confident those will get taken care of soon.

We use Freshdesk for customer support. It has enabled us to automate our services and respond to hundreds of emails per day, which would have otherwise been impossible.

Helps us communicate more efficiently with our customers as well as internally with staff members etc.

Sometimes switches tickets to the wrong departments.

Better tracking of support issues with our software to our customers.

Its so easy to setup and with each level you get so much more features that a growing company will actually use. I do not know why others have posted negatively on support. Their support is amazingly prompt and knowledgeable even over chat.

the 15 MB limit for files required a google drive add in. I would really like full integration with a Atlassian space for our knowledge base vs having two.

Made it quickly possible to move from an expensive customer service model that would not scale to a high touch customer care

Like the title says, what I like most Freshdesk is the fact that they are a very flexible company. It is more like interacting with a friend with whom you can share all your problems with. Extremely good response time and an open mind :)

Nothing so far, Will perhaps find out later

Customer service>> Good response time and evaluation criterion

Ease of integration and redirecting emails. Features being added. Mobile app. Great pricing.

Need a live chat feature with a dedicated mobile app.

We get hundreds of emails a day and have only one full time Customer Support worker. Freshdesk makes it manager.

Its actually is a fresh way of solving problems. I have used it in multiple projects and its the fastest and simplest way to organise support team.

Would love to see better URL's currently its cryptic and is not human readable.

Central support system, coordination between team members cities, continent is a breeze.

The smartphone app and the speed with which notifications come through

The lack of a Windows Mobile app. It's a real pity that it is not yet available.

Running an effective helpdesk. We can evidence compliance with SLAs very effectively with Freshdesk.

It's really easy to use and setup and for small teams it's absolutely free.

I really haven't found much wrong with it. But we've only processed about a thousand tickets so far, so maybe time will tell.

This keeps us really organized and able to reply effectively and professionally to our customers.

Freshdesk has used a genius pricing strategy to allow start-ups full-access and support while on the free tier. The moment we get scaled up Freshdesk will have a paying customer for life. They've held back nothing, asked for nothing, and given everything. We really appreciate their tool, support and have referred dozens of other companies their direction because of the ability to develop a SAAS product while not incurring the deadly monthly fees that cut into development dollars.

Our form gets a bit of spam, but that's not really a freshdesk problem.

The ability to task support tasks to those in the organization and offer a fully coded user experience has been a great benefit.

Ability to share communications with my entire team, categorization of communications and search-ability.

Very little that i do not like. It is great.

Fewer lost customer communications leads to more customer satisfaction.

After reviewing various help desk software services, Freshdesk was the best fit for organization. It allowed us to automate and track necessary workflows in IT. Freshdesk's Google Apps plugins provided additional services without the need to change any touch points for our clients. Our favourite part was the transition to Freshdesk. It was very smooth - no touch points for our customers had to change.

Although Freshdesk delivers on the value and provides many different packages, the high packages have more tools we can use but it is hard to justify. It would be nice if schools (K-12 EDU) could be bumped up a package level. Most software we purchase, we get all of the features but are limited on the a number licenses. However, I get why Freshdesk has a different business model - I just wish we would get a few more features.

Our customers now have the ability to access their ticket history, ticket status, and give ratings. This is now a standard for any customer service. As an administrator, Freshdesk also provides the necessary metrics to give you insight on the effectiveness of your help desk.

The interface is clear and intuitive. Keyboard shortcuts make it very quick to accomplish routine tasks. It is very easy to move from an overview of all tickets to segment by agent, by priority, and by just about anything you can think of.

I'm struggling to use the mobile app, which seems cumbersome compared to desktop. The search results would be better if items on the list were in the same format as the ticket list - i.e. I want the ability to be able to select multiple tickets in the list, and change their field values.

Trying to run customer support via email was becoming a nightmare as my business grew. Freshdesk has made my customer support more professional. Enquiries have increased over 1000% since I incorporated the Freshdesk widget on my websites.