Freshdesk reviews

We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!

We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.

Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.

Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.

The administrative settings are among my favorite aspects of using FreshDesk. Allowing granular control of many features without being overwhelming. Being able to create rules for incoming tickets is an intuitive experiece and initially integrating FreshDesk was an easy experience.

I can't think of any cons, FreshDesk services and features are above and beyond what I would expect for a product that has a free tier that is feature rich.

The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.

The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.

The knowledge base system provides a few options
Knowledgebase can be offered to your team and to your clients
The user controls allow for different users across platforms
Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets
Can send and receive emails from your inbox

The app is far the worst part of the product as it's buggy, unreliable and slow
Email management basics are missing or inefficient
The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary
The support teams are challenging to deal with and you have to repeat the same information over and over
Freshdesk lacks in its features when it comes to separating responses
The tool does not know how to override the from address when another agent is in vs. assigned
Filters are limited
The auto-reply detection does not work as tickets get created from auto replies all the time
Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process

Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.

There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.

Ease of use, setup, and features.

An added feature would be to be able to search ticket by subject title and then to select many of the results at a time.

There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages.

Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address.

The ease of use and the overall look and feel of the experience for the team and our customers.

We are sometimes limited with our ability to search however this is more about how we use it and not the software itself. We are heavily reliant on our customers sending queries with quality subjects in their emails and due to how generic they are, the amount of queries we receive and the limitations we put on the team to tag/identify can give us high numbers of returns during a search.

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.

We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Ease of business
Friendly Interface
Work Anywhere (App or Web)

It is simple to create a ticket after a phone call and assigning tickets to support teams takes only a few clicks. It also assigns tickets to agents automatically based on pre-defined rules. The ease of collaborating with other departments when you need their assistance with a specific scenario. Simply add notes, assign tickets to them, and they will be notified. It also made it easier for me to create canned responses and knowledge base articles.

We recently set up Service Level Agreement(SLA) policies help us setup and maintain targets for the duration within which our teams respond and resolve tickets. I had to had to add them one by one manually as you can't do bulk entries. Took me awhile.

Customer portal, ability to support multiple products, customization of statuses/dashboards/setup, email notifications with ticket activities, real time help from FreshDesk agents to support our team when questions come up, collaboration tools for agents (private notes, chats, etc), notifications when another agent is viewing/working on a ticket (prevention of agents stepping on toes/rework)

I have struggled with getting the reports that I need from this software. I've worked with very supportive agents, but the software is not setup to generate the reports I need or to create customized reports for what I'm looking for. I am trying to schedule a daily report of agent performance that includes how many unresolved tickets are assigned to that agent at the time the report is generated (not how many were assigned to them in the report period) and the aging of their ticket queue (how long has the oldest ticket been open). We work in software development and we can't close some of our tickets until development work has been done, some times taking months. Having that metric is critical for our team to be able to analyze resourcing and performance.

Easy of access to manage tickets and knowledge bases.

We use SSO so no one users have to worry about accounts. They can go through our SSO to elevate tickets and track the status of their tickets.

As an admin it's easy to manage the entire account.

There is nothing to not like about this software. Everyone has been pleased about it. Though we did have to use the automation to assign the agent when closing a ticket from the dashboard.

I love the UI for freshdesk, it was very easy to use for technical and non-technical people. I really liked how customizable it is, we used different types of tickets for different users and was able to customize them to work for everyone. I also liked that you can integrate it with other services like slack and pagerduty

Its hard to find something I do not like about Freshdesk. I guess one thing would be the ability to share files easier would be nice.

I love the interaction with our team members. It's so easy to 'assign' emails to the correct department and the correct person within that department. Forget about hitting the forward button again, and having your team mates emails clog up with FWD: subject lines. You are also able to privately leave notes for your colleagues that the client doesn't see, but remains with the email chain! Happy days indeed. The customer service is great - even with the free version! - and you'll hear back very quickly about your queries or concerns. Nothing is too big or too small for them to respond to.
Also, you can set-up response times, and review how the team is going reaching the company's response time. This is a great function to see how your team responds to clientele and also to see the average resolution time of tasks. You're also able to change timezones so that this reflects more accurately.
Love, love, love the autoforward function, ie. if this email address @123abc.com sends an email it automatically gets assigned to this person in the team and this group. This isn't 100% accurate, but it's helped save time overall with minimal unassigned tasks coming through.

By setting up groups and team members of those groups, unfortunately if you assign it to the person & the group they'll get 2 email separate email reminders for the same email. We get around this by simply assigning it to the person in the group responsible, and they themselves apply it to the client group.
Another thing that is a little annoying, is if you apply it to a group - it leaves the email in 'unassigned' on the dashboard. Only if you apply it to a person will it remove it from this section. Again we just ensure we assign it to an individual.

Easy to use: Freshdesk is designed for easy usability and provides an intuitive user interface that makes it simple to get up and running quickly, even if you have no previous experience with support software. Automation capabilities: Freshdesk automates many of the customer service processes like ticket creation, ticket routing, and more so that your team can spend less time managing tickets and more time engaging with customers.Comprehensive reporting tools: Freshdesk's reporting features provide comprehensive insights into customer engagement trends, ongoing issues, broker productivity, response times etc., enabling you to identify areas for improvement. Numerous integration options: With its large number of integrations available through the App Marketplace and API library, Freshdesk offers a degree of customization not found in most customer support solutions on the market today. Great value pricing plans: One of the best things about FreshDesk is its competitive price tag; depending on which plan you choose there are plenty of features while remaining cost-effective – making it a great choice for small businesses as well as larger enterprises alike!"

It is cost effective compared to other CRMs in the market and provides flexible pricing plans with multiple users per account at no additional costs .

Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.

Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls!

My only real problem had to do with Notification Alert Sounds. I wanted a way to use different new ticket alert sounds depending upon with the client, priority or assigned to me status so that I could walk away from my workstation and do other work in the computer lab but get a loud sound alert for critical new help desk tickets. A prompt response from the Freshdesk support team let me know that none of the major browsers support custom notification sounds in their API's, so there is no way to implement this at this time. (Hey Google Chrome & Microsoft IE teams: how about custom notification sounds in the next update release? Very useful for advanced users!)

Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies).

Ticket handling is really efficient and the agent portal has a nice design from a practical viewpoint as well. We like canned responses. A nice little feature is to add support page article links / contents to reply messages just like canned responses. Another huge advantage is the knowledge base / support page which is highly customizable. In general we like ticket automation rules as well and it helped to solve some of our special requests.

At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon.
Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.