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Freshdesk

Freshdesk

4.4
(2,129)

Freshdesk is a cloud-based helpdesk software that streamlines customer conversations across multiple channels including email & phone. It enables faster collaboration with your support team for quick responses to your customer. With 150+ integrations, we make it simple for businesses to provide superior customer support. We are trusted by 100,000+ companies across different industries.

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Freshdesk review by Michael M.
Michael M.
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"Adequate features and price levels for our needs"

What do you like best?

Freshdesk offered us a very cost effective, powerful platform to deliver a help desk/solutions knowledge base to our customers around the world, 24/7. With multiple levels of service and pricing, Freshdesk has one of the most competitive offerings on the market. The ability to add canned responses for repeat questions allows us to save time on the phone by directing customers to accurate, already written responses with pictures and instructions. This alone has saved significant time in repeating of tasks. The number of different support channels powered by Freshdesk is very impressive, and the ability to manage all levels of support from one centralized dashboard offers streamlined convenience for many businesses. Also, the ability to grow and scale as your needs change is very nice.

What do you dislike?

The initial setup can be slightly complicated until you tweak the settings to exactly how you want it. Ticket assignment rules, etc. could be slightly more intuitive. The layout of pages, etc. is not quite as easy to manage as I had hoped, but once you get the feel for it it isn't too bad. The customization could be a little better, and the look could be a little more "fresh."

Recommendations to others considering the product

Compare the pricing and product levels of Freshdesk to the closest competitor, much more bang for your buck.

What business problems are you solving with the product? What benefits have you realized?

Customer support, knowledge base, help desk. Centralized management of customer support issues. Time savings vs on the phone support, less repeated support queries.

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Freshdesk review by Mauricio G.
Mauricio G.
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"Software for the efficient and personalized handling of incidents at the organizational level!"

What do you like best?

It is a great application that provides a business domain for the personalized attention of incidents or problems presented by customers or suppliers, I love it because it provides organization and efficiency by making the response process more fluid as well as taking a perfect follow-up to each situation, especially by my work area where many clients are served in the office and reception of merchandise provided a better service allowing to achieve customer satisfaction within the established periods reaching productivity goal only a simple registration is required to adjust your panel has nothing complexity in addition to allow.

What do you dislike?

Freshdesk is a platform that allows to carry out a correct follow-up in the handling of incidents works without problem being of great utility especially for the companies dedicated to the sale of goods and services until the moment I do not have any type of complaints.

Recommendations to others considering the product

I recommend the use of Freshdesk for all companies especially those dedicated to the area of ​​sales and consumption as it allows to efficiently deal with all the incidents, problems or questions that may be generated by the clients as well as providing formality and personalization to this area contributing A business domain is important to review all your panel before you start using it in this way to make it easier to use.

What business problems are you solving with the product? What benefits have you realized?

Allows to be more efficient by providing tools that facilitate timely response to customers and suppliers, provides formality and personalizes the control of incidents, allows improving the quality of the service provided by achieving productivity goals through short-term customer satisfaction, its panel is also organized to allow the distribution of ticket among the members of the team what speeds up the response process, Freshdesk is the ideal ally for any organization !.

What Help Desk solution do you use?

Thanks for letting us know!
Freshdesk review by Ilham S.
Ilham S.
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"Freshdesk ofrece características altamente intuitivas que se apoyan muy bien entre sí."

What do you like best?

El panel de control completamente personalizable permite a los miembros del equipo identificar instantáneamente cualquier tarea urgente y ponerse a trabajar de inmediato. La herramienta es bastante fácil de navegar y manejar una vez que la usas. Con la cantidad de detalles en todas las funciones y el nivel de automatización disponible, tomará un tiempo antes de que pueda comenzar a aprovechar al máximo el producto.

What do you dislike?

Una curva de aprendizaje empinada.

Es costoso si desea maximizar el valor que obtiene de la herramienta.

Recommendations to others considering the product

Si planea utilizar Freshdesk únicamente con fines de administración de tareas sin la participación del soporte al cliente en cualquier momento, debe considerar una herramienta alternativa. Simplemente no vale la pena el costo sin el aspecto de atención al cliente.

What business problems are you solving with the product? What benefits have you realized?

Las opciones de automatización de tareas de rutina y flujo de trabajo, la posibilidad de gestionar todas las tareas desde un solo centro y contactar a los clientes a través de cualquier canal utilizando la misma herramienta hacen que todo el proceso sea sumamente conveniente, eficiente y productivo.

Freshdesk review by Antonio M.
Antonio M.
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"Great software that guarantees customer satisfaction in less time!"

What do you like best?

This software allows the process of customer service to be more fluid in the solution of problems. It provides a business domain in which each of them is received in an organized manner, allowing to share with the work team while generating expiration time by accelerating the response to the client achieving short-term goals allows to have at the market level an excellent image of the company through the timely response to customers being these multipliers of the attention received, requires a simple registration to be adjusted to the team.

What do you dislike?

It really is a well-designed software to respond in real time to each situation that is generated during the provision of customer service, it works without problems.

Recommendations to others considering the product

This software is very useful especially for companies dedicated to the provision of services or sales being more efficient in the timely solution of incidents, questions or problems that may arise, Freshdesk allows to bring this area more organized and practiced without wasting time.

What business problems are you solving with the product? What benefits have you realized?

It allows for better handling in the control of incidents at the corporate level, guaranteeing the response in less time to the client, something that was previously disorganized, now with freshdesk it is more interactive and fluid, managing to keep the client satisfied without setbacks, something very important in my area of ​​work such as sales and marketing where customers are the main axis, allows to share ticket between the work team and visualize the same information at a general level.

Freshdesk review by Lorenzo G.
Lorenzo G.
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"Efficient control of incidents without much effort!"

What do you like best?

It is the ideal software in the efficient management of incidents control at the enterprise level, I love it because it generates a business domain which allows to provide a personalized response giving formality and security to this area, it has a user-friendly panel and can share it with the rest of the team d this way streamline the response process to clients in turn print any information that is considered, attach documents to the ticket in order to sustain some circumstance, ensure the response to customers in less time by establishing of expiration dates that allow to respond within the established periods reaching the proposed goals and the satisfaction of the client.

What do you dislike?

Until now I have no complaints about this software has really been very useful in generating timely response to the client through the organization of its panel and quick search for information.

Recommendations to others considering the product

I recommend the use of Freshdesk for all companies, no matter how small this platform will be. It will be very useful to guarantee the timely satisfaction of the client and the management organized in the attention of incidents, achieving the goals established through simplicity in the process.

What business problems are you solving with the product? What benefits have you realized?

Allows efficient handling of incident control ensuring customer satisfaction in less time, its panel is organized which allows to locate any type of information in less time avoiding delays in the provision of service, previously this process was carried out in a disorganized manner delaying the response to the customer with Freshdesk we have taken a total turn generating efficiency and quality of service, achieving full customer capture being this multiplier of the service received.

Freshdesk review by Fernando s.
Fernando s.
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"Excellent platform for the efficient tracking of incidents!"

What do you like best?

It is a tool that allows efficient management in the control of incidents by providing organization and personalization through the contribution of a business domain that originates during the registration allowing formally receive all inidencies generated by customers during the use of services, I love how simple your panel is, being able to share a ticket with the work team as well as visualize the same information. It generates efficiency in guaranteeing a timely response to the client by establishing expiration dates that accelerate the response process, reaching customer satisfaction. within the established periods.

What do you dislike?

It really is a fairly complete application that streamlines the customer response process. Freshdesk is efficient provides tools for the timely satisfaction of the client, I have been using it for several years to meet the requirements of my clients without presenting any type of problem.

Recommendations to others considering the product

This application is recommended for companies that work with customers generates a business domain to control incidents generating efficiency and response opoturna to the client, it is very easy to use in addition to having tutorials that make more use, it is worth trying!

What business problems are you solving with the product? What benefits have you realized?

I have been able to achieve short-term goals generating customer satisfaction in less time especially for my work where I have to serve many clients and at some point some detail can be presented with Freshdesk this process is more fluid while maintaining a continuous and organized follow-up in favor of Improve customer service by being more efficient.

Freshdesk review by Mike W.
Mike W.
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"A professional solution for technical support"

What do you like best?

I think that Freshdesk is one of the most complete options as a technical support system and user attention thanks to its dashboard that contains one of options far superior to those of other similar applications, Freshdesk is an interesting alternative that allows you to customize a large part of the application in an intuitive way through their menus. Although not everything can be customized from the dashboard we can also use external plugins that can be installed in the application and that allow adding new features.

As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.

What do you dislike?

Technically I think it's a great application and I have not seen anything negative about its operation but something I did not like the first time I used Freshdesk was that some of the most interesting features can not be tested in the trial version, so thet people who try for the first time Freshdesk are forced to pay the subscription to be able to test the product completely.

Recommendations to others considering the product

Use Freshdesk always in its latest version for optimal performance and I also recommend that you have at least the license "Blossom" since the free is very limited and only serves for testing. I also recommend Freshdesk for businesses with a high volume of users since in my opinion Freshdesk is oriented to this type of big business, although this does not mean that you can not use it in a smaller business.

What business problems are you solving with the product? What benefits have you realized?

At work I am a Freshdesk administrator of one of the departments so I have full access to the dashboard, my work allows me to organize all the users of my level through Freshdesk so that we can organize ourselves to offer a more effective and fast support to users, thanks to this tool we can do all these tasks almost automatically.

Freshdesk review by James S.
James S.
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"Tolles Werkzeug für Unterstützung und mehr"

What do you like best?

Freshdesk ist eine Reihe von Tools, die sich auf die Verwaltung des Supportbereichs eines Unternehmens konzentrieren. Daher bietet Freshdesk eine Vielzahl von Anwendungen, die um Freshdesk herum aufgebaut sind, wobei der Chat für die einfachsten Supportfälle oder das Ticketing-System und die Skalierung hervorgehoben wird.

Das Erscheinungsbild des internen Teils oder des Dashboards von Freshdesk ist sehr übersichtlich und einfach gestaltet, so dass der Benutzer durch das Navigieren in seinen Menüs immer leicht findet, was er braucht. Es ist sogar möglich, die Suchoption zu verwenden, um den gewünschten Bereich zu filtern zugreifen.

Ein weiterer interessanter Teil der Anwendung ist, dass wir in Echtzeit Statistiken sehen können, die die Anzahl der aktiven Tickets, geschlossene, laufende, aufgelöste usw. widerspiegeln. Auf alle diese Statistiken können Filter angewendet werden, um einen bestimmten Fall zu finden .

Es ist auch möglich, unsere Support-Techniker in verschiedene Kategorien oder Abschnitte zu unterteilen, sodass wir eine Support-Hierarchie organisieren können, in der Probleme je nach ihrer Komplexität auf erfahrenere Techniker eskalieren oder an andere Abteilungen weitergeleitet werden können.

What do you dislike?

Um etwas Negatives zu sagen, hätte ich gerne eine Option mit mehr Themen zur Anpassung des Dashboards angeboten, obwohl die Standardeinstellung sehr sauber und intuitiv ist. In der Lage zu sein, unter ähnlichen Motiven auszuwählen, nur das Ändern ihrer Farben kann interessant sein .

Recommendations to others considering the product

Sehen Sie sich vor dem Kauf der Anwendung die Preise und die Modalitäten an, die sie anbietet, da Sie je nach Größe Ihres Unternehmens zwischen dem einen oder dem anderen wählen können und der Preis je nach Bedarf steigen oder fallen kann.

What business problems are you solving with the product? What benefits have you realized?

Steigern Sie unsere Effizienz bei der Arbeit, da wir uns jetzt nicht mehr persönlich für die Verteilung der Arbeit organisieren müssen, da die Anwendung jeden Support-Techniker automatisch einer Person oder einem Ticket zuweist. Wir haben die Anwendung sehr gut bearbeitet, weil wir jetzt viel weniger Zeit für Aufgaben verlieren, die Freshdesk jetzt erledigt.

Freshdesk review by William L.
William L.
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"Gran herramienta para soporte y más"

What do you like best?

Freshdesk es un conjunto de herramientas enfocadas en la administración del área de soporte de una empresa y, como tal, ofrece muchas aplicaciones creadas alrededor de freshdesk, destacando su chat para los casos más simples de soporte o su sistema de emisión de boletos y escala.

La apariencia de la parte interna o el tablero de instrumentos de Freshdesk está diseñada de una manera muy ordenada y simple para que el usuario siempre encuentre fácilmente lo que necesita al navegar por sus menús, incluso es posible utilizar la opción de búsqueda para filtrar el área que queremos acceder.

Otra parte interesante de la aplicación es que podemos ver estadísticas en tiempo real que reflejan el número de tickets activos, cerrados, en curso, resueltos, etc. a todas estas estadísticas, es posible aplicar un filtro en ellas para encontrar un caso específico. .

También es posible separar a nuestros técnicos de soporte en diferentes categorías o secciones para que podamos organizar una jerarquía de soporte en la que los problemas puedan escalar en función de su complejidad a técnicos más experimentados o remitirlos a otros departamentos.

What do you dislike?

Para decir algo negativo, me hubiera gustado que me ofrecieran una opción con más temas para personalizar el tablero de instrumentos, aunque el que trae por defecto es muy limpio e intuitivo, ya que poder elegir entre otros temas similares simplemente cambiar sus colores podría ser interesante .

Recommendations to others considering the product

Antes de comprar la aplicación, mire sus precios y las modalidades que ofrece, ya que de acuerdo con el tamaño de su negocio, puede elegir entre uno u otro y el precio puede aumentar o disminuir dependiendo de esto.

What business problems are you solving with the product? What benefits have you realized?

Aumente nuestra eficiencia en el trabajo porque ahora no necesitamos organizarnos personalmente para distribuir el trabajo, ya que la propia aplicación asigna automáticamente a cada técnico de soporte a una persona o boleto. Trabajamos la aplicación muy bien porque ahora perdemos mucho menos tiempo en las tareas que Freshdesk ahora administra.

Freshdesk review by Frank C. W.
Frank C. W.
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"The best tool for a help desk team."

What do you like best?

Freshdesk is a fantastic tool to perform all kinds of support services and troubleshooting, in a help desk team, the quick solution of tickets by this means, thanks to the characteristics that this system has, make it ideal for any service, in the main window I can see all kinds of reports that keep me aware of all the cases, that I have in progress and I have to resolve, which helps me a lot and saves me time, looking for services, that probably in another application I can forget, I can also be in contact with my work group on this panel, where we can work together and effectively, the creation of new contacts, for the solution of services, is created in moments, with which I can include new clients in the databases with a couple of clicks, this tool has many positive characteristics, which make our work a little easier.

What do you dislike?

The reports that are created in Freshdesk cannot be customized as one would like, in my case I would like to obtain another type of data, for example a detailed report, of the response times of some of our advisors at a certain time, and in special circumstances, but with freshdesk, I can only get reports, already prepared by the application, which does not allow me to customize them in my own way, with the details I really need, and at the end of the month, I must make reports, in other applications, with other information.

What business problems are you solving with the product? What benefits have you realized?

this tool we can provide fast, personalized and effective customer service, giving all kinds of services through this system, the different features of this application, allow us to offer a complete service to our clients, from the same application, with which our support center can be in contact with the different working groups of this sector, and thus give a more timely solution.

Freshdesk review by Cristian L.
Cristian L.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Why Freshdesk is the best help desk?"

What do you like best?

Freshdesk is really easy to use. Easy to setup. Have automatic ticket dispatch and you can create tailor workflows to your needs. And the best: offers rich features at a fraction of the cost of it’s competitors.

And for startups or small business they have a free starter plan with an unlimited number of agents for free.

What do you dislike?

I think they can improve the way to avoid create a ticket with the knowledge base. Also we expect to have a more intelligent chat bot to attend our customers

Recommendations to others considering the product

Now you need to respond to your customers faster than ever. Now it’s possible to handle requests for help from email, phone, chat and social media with Freshdesk. This is a important differentiator.

What business problems are you solving with the product? What benefits have you realized?

Have a single platform to support our customers by email, phone, chat or social media. And also we have a easy way to open a ticket. They do not need to login to our portal, they just need to send us an email with the problem and the ticket is created automatically.

Freshdesk review by Tristan D.
Tristan D.
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"A simple, if limited, support system."

What do you like best?

Freshdesk recently went through a UI refresh which added a lot of productivity and speed to the experience of using their system. It had been a long time since anything was changed, so this was welcome. Also, there is a handy mobile application.

Dashboards have been added recently as well, in order to see ticket throughput and close rates more easily.

Freshdesk has fast loading times and the new interface is much more user friendly, plus it works in real-time now and nobody needs to refresh to see more information.

What do you dislike?

Reporting and analytics are sub-par unfortunately. It's very difficult to pull the information that you need in order to see efficiency by customer or ticket type. Also, the API does not work as expected.

I wish the dashboards were more customisable. Right now it's nice to see what is happening across all departments, but drill-down or configuration would be much more helpful.

Recommendations to others considering the product

I recommend setting up an API connection to pull data into a separate data lake for analytics. Reporting in Freshdesk is minimal for the level we are on, but there is an API. The API is a little lacking, but support can address any issues in data quality you have when setting up.

What business problems are you solving with the product? What benefits have you realized?

We are able to provide support services to our many clients in one interface and system. We were able to create an "air traffic control" system to funnel tickets to the correct departments for higher visibility and close rates.

Freshdesk review by Frank O.
Frank O.
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"It can offer everything you need."

What do you like best?

The ease with which it is installed and used. The allocation of tickets and canned responses. They have been a great help to me.

The function that allows the creation of custom ticket fields is unbeatable. Not only can they be created but they can also be classified to make it easier for technicians to locate them and their data at a general level.

The agent list is perhaps the best thing Freshdesk has, i.e. the agents determine which tickets they want to view and make jumps through them by simply moving the cursor. In addition, when communicating with a customer, you can quickly find the customer's history.

I like very much that thanks to Freshdesk I can monitor more closely the daily activities because everything is much better organized. I have also been able to see the behavior of the agents and the agility of response of each one. It has helped me a lot to census the productivity of each agent.

What do you dislike?

Certainly, there are some totally expendable functions. It has also happened to me on many occasions that when I see the time stamp I don't know which one it refers to, that is, if it takes into account my time zone, the agent's time zone or the customer's time zone. If they could make this information much more specific it would be helpful.

The level of customization of the reports is very poor, should expand the possibilities in this regard.

Recommendations to others considering the product

Give your customer the best attention with all the features FreshDesk provides.

What business problems are you solving with the product? What benefits have you realized?

I started using the free version and now I use the paid version. Since then communication with customers has improved 100%. The agents are also more comfortable and that makes them work much better.

Freshdesk review by Maria C.
Maria C.
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"Amazing!!"

What do you like best?

I think the RingCentral function is great. Because the phone system that is handled is worked with great responsibility and speed.

I love the fact that as soon as the call is finished, Freshdesk issues a support ticket. Without a doubt this benefit speeds up the work a lot. So at a general level most of the data, and the most punctual of the client. They are automatically saved in the ticket.

Contact synchronization works very well. Since it allows a total entry to the history of each user, the instant it is required. New contacts are automatically synchronized in the app database.

The real-time communication chat is a feature that was requested a long time ago and that the developers of the app have put into operation.

What do you dislike?

I think it's urgent to customize the control panel. At the moment we work in a very pleasant way. However, there are other assistants who have this option.

And finally I think that is practically all Freshdesk needs to be the best PPP on the market today.

The ticket form could also be improved. A good idea is to add more options and also to add more social networks that are kept up to date depends on the level of popularity they present.

Recommendations to others considering the product

Leave your current solution if you're having problems with it and give a try to FreshDesk.

What business problems are you solving with the product? What benefits have you realized?

It has helped me to improve the connection and communication of my work team. Now the functions of each agent are much better distributed and this has represented a breakthrough in every sense.

Freshdesk has made it possible for all of us to serve more customers. In addition, we can also better organize all user data.

Freshdesk review by Katherine M.
Katherine M.
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"Works as described!"

What do you like best?

I have been surprised that this app allows the creation of request tickets individually to each client and that in addition to it can monitor the development of each of those tickets. All this in a very easy way.

One of the benefits is that we can produce publications of great help to customers, so that customers can solve the problems presented. Thanks to this great advance, the remote support service can be decongested a little and only more complex cases are attended to.

I also like that the control panel can be seen by the administrators of the support desk, so there is constant monitoring of the tickets and see which are expired, etc.

What do you dislike?

There are some functions that can only be used by subscription in a larger price range.

There are certain features that I have needed but do not belong to the level that I can afford today. I also think it would be very good, to be able to meet these needs without the need to subscribe for the levels.

On the other hand, it is important to emphasize that it would be useful to have a micro mechanism so that everything related to spams that are received are immediately and automatically redirected to the corresponding folder. This way the user does not bother to receive this type of tickets.

Recommendations to others considering the product

Nothing compared with Freshdesk. Since I'm using it my customer services provided to my clients has been the best.

What business problems are you solving with the product? What benefits have you realized?

The support I have been able to get from Freshdesk over the last few months has been outstanding. Previously, I only used assistants like Self Hosted but Freshdesk has made everything much easier and in less time.

Best of all, it only takes a couple of minutes to get up and running and its interface is very intuitive, so it's not too complicated to run.

Freshdesk review by Anabel R.
Anabel R.
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"Excellent ally for the efficient management in the control of incidents at the organizational level."

What do you like best?

It is an excellent tool that streamlines the process in the control of incidents, allowing to gather in an organized platform all the requests generated by the clients as incidents, problems and questions, distributing them among the work team establishing expiration dates which accelerates the capacity of response to the client reaching the proposed goals, allows the visualization of all the requests as well as of each status managing the same information, one of the features that I like the most is that it provides a business domain through its registration which allows to personalize and give a good image in view of the client, it does not require downloading, its panel is simple to use, it is undoubtedly an excellent functional platform in the organization and efficient management of incident control.

What do you dislike?

This software works perfect facilitates the process of response to the client achieving satisfaction in less time I have no complaints about it is a great ally in the control of incidents at the organizational level providing practical tools that streamline the process.

Recommendations to others considering the product

I recommend the use of Freshdesk for all people who wish to have an efficient handling in the control of incidents, providing a business domain for the reception of requests generating formality, security and good image in view of the client, establishes expiration date which ensures a timely response and with this your satisfaction something that is of vital importance for any company, its cost is accessible, no download is required avoiding wasting time, I consider Freshdesk is an excellent ally for any organization.

What business problems are you solving with the product? What benefits have you realized?

It allows timely response to the client avoiding wasting time focusing on each detail, continuous monitoring what has allowed the satisfaction of the client and giving good receptivity at the market level, without any doubt the control of incidents require great attention. Customer satisfaction is something that directly impacts the productivity of the company since the dissatisfied customer is the multiplier of the information, freshdesk allows to achieve productivity goals, responding in less time to each client, it is an excellent tool and a great ally.

Freshdesk review by Mario A.
Mario A.
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"Organization, formality and speed in the control of incidents."

What do you like best?

Facilitates a business domain by allowing each of the clients' requests to be formally and personalizedly generated, generating good image and receptivity, grouping all the incidents, problems and questions generated by the clients in one platform, with excellent control and follow-up, allowing the distribution of requests among the work team, further streamlining the process as well as the visualization of each status at a general level, it does not require downloads, its registration is simple and of fast adjustment, it has an effective task panel indicating expiration dates to each request establishing response parameters and accelerating timely attention to the client.

What do you dislike?

Freshdesk works perfect is an excellent tool to keep a good track in the control of incidents without wasting time achieving greater reach and effectiveness, no complaints is a great tool that streamlines the process of customer service.

Recommendations to others considering the product

I recommend the use of this Software to bring a good control and efficient handling in the reception of requests, maintaining an excellent order and better visualization, accelerate the timely response to the client by means of response parameters to each request, provide personalization and good image in the reception and sending information, its adjustment is fast without loss of time, it provides a business domain which favors the reception of requests, it is a great tool! I believe that Freshdesk provides organization, formality and good image in the eyes of the client.

What business problems are you solving with the product? What benefits have you realized?

Allows effective handling of customer requests, good organization and image, timely response to the customer thanks to the establishment of due dates reaching the goals and customer satisfaction, good handling in the control of incidents without any doubt is of vital importance for any organization Freshdesk brings speed and organization making the process easier.

Freshdesk review by Rahul P.
Rahul P.
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"Best customer support system where a company manage all the queries."

What do you like best?

The best thing about freshdesk is that it is a single platform where we can email and talk with our customers to resolve their query and give them the best support ever.

Also, the dashboard is very user-friendly where the whole team can work collaborate on the platform and help customers resolve their query in lesser time ever.

What do you dislike?

I dislike the pricing structure. Need to be modified and also if possible there is a need of some pricing flexible for very small stage startup.

Recommendations to others considering the product

Recommended to all the companies who want to ensure the best support to their customers.

What business problems are you solving with the product? What benefits have you realized?

Using freshdesk, support team including me of my company help the clients resolve the query as soon as possible and help them get out of the issue.

The most beautiful benefit is that now the whole team can see the queries and we can assign them to the respective departments.

Freshdesk review by Antonio P.
Antonio P.
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"Excellent Software for tracking and solving incidents."

What do you like best?

Powerful software for reception, control and response to the client by providing the service, providing mechanisms that speed up the response to the client in less time sets expiration dates each time a ticket originates, which allows timely response, does not require download only a simple registration, groups incidents according to their degree of priority as well as distributing them among the work team allowing the general visualization of each status, creation of business domain for the reception of insidents, problems or questions giving formality and good image, easy access and displacement as well as timely search for a specific situation.

What do you dislike?

It is an excellent tool for tracking requests generated by customers that allows you to respond without loss of time, has a support support attentive to address every concern, works perfectly without complications.

Recommendations to others considering the product

I recommend this software for all companies that wish to keep an excellent record and follow up on incidents allowing to respond to each situation quickly and in perfect order.

What business problems are you solving with the product? What benefits have you realized?

It allows to respond to the client in less time thanks to the organization and perfect panel that counts, effective communication with each client giving formality to the information, without any doubt we can now easily handle the reception of requests generated by customers through a business domain , previously this area did not keep a good record by letting pass some situations causing inconvenience now everything flows in a successful way provides tools that streamline the response process being this of vital importance in the business scope since satisfied customer is multiplier of the information.

Freshdesk review by Gus S.
Gus S.
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"if you want ease of communication this program is the right one."

What do you like best?

I liked in general the technical part that helps the user to get better into the service and also could compete with other major platforms that offer almost the same services.

What also caught my attention was the records import resource, which has a fairly intuitive intuition unlike other tools I've used.

More than anything because it has allowed me to allow every detail to encompass it to my clients without having to take a risk or consume large amounts of money; a fact that can be appreciated quite positively in terms of its functions.

What do you dislike?

What I didn't really like about this great service is that there isn't yet an optimal function that speeds up the way you can import large quantities of tickets if you are migrating the system you have already created.

And that's because the platform is constantly being updated, which I hope will be solved at some point, more than anything because I can not deal with that problem that has cost me so much in all these months I've been working with this system, which I still consider the best, just removing these cons.

Recommendations to others considering the product

cualquier persona puede manejar este programa con facilidad

What business problems are you solving with the product? What benefits have you realized?

Thanks to this, I was able to achieve a quite optimal solution in terms of my company's assistance system, which is profitable for me and even more so when I have to deal with the price, which has saved me a great deal of money or time. The most particular thing is that it can be integrated based on our CRM.

In addition, that I can have a system of continuous work based on the same site and that in the same you can enter the user interested in my services and as well as us, which we are to give users a unique attention.

Freshdesk review by Jesus F.
Jesus F.
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"Freshdesk is an online support tool for companies, for customer management."

What do you like best?

Advantage? 1) its easy connection with the social networks of the company, 2) reasonable price taking into account its functionalities, 3) the incorporation of management and support through telephone calls, 4) excellent distribution of its helpdesk functions, 5) very good configuration and planning of customer care and support tasks, 5) its free version is recommended for small companies.

What do you dislike?

Disadvantages? 1) how heavy your load is with slower than normal internet connections, perhaps because your interface is not intuitive enough as it seems, 2) the first impression for a new user is strong, perhaps due to the large amount of processes that allow to manage, 3) the reward system is not in the free version and it is possible that this is the main limitation for users accustomed to this type of software.

Recommendations to others considering the product

It is recommended to use this tool mainly for the support of clients of small or uni-personal companies.

What business problems are you solving with the product? What benefits have you realized?

All the customer support management features are very well organized, so it is definitely a very complete tool to manage online at the managerial level and at the customer service level.

Freshdesk review by Ailin G.
Ailin G.
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"An excellent application to work"

What do you like best?

Optimizes the communication and exchange of information with all customers; I love is that we have multiple ways and communication alternatives, either by email, phone or forum. With all these communication alternatives, we have much easier to maintain a quality customer support and attend each support ticket with versatility.

With these collaboration tickets we maintain a constant work, being able to attend to each client their inconveniences.

With the integrations it is much easier to do our work, the messaging is excellent and with the help of our most used software we can work more easily and quickly.

What do you dislike?

In terms of use and support Freshdesk is excellent, I do not present any kind of problem or complaint. It is a great alternative, but the only drawback I have is to handle the large number of users, sometimes it can stun a lot the large number of messages that arrive and it is difficult to handle them all, it can stun a bit.

Recommendations to others considering the product

It is an excellent channel to stay in constant communication with all customers, with the ticket system, customer support becomes easier and easier, it is easy to serve all customers and solve each of their doubts. Thanks to the different ways of communication, it is now much easier to be closer to the clients, I recommend it.

What business problems are you solving with the product? What benefits have you realized?

We increase productivity and alleviate the workload, we serve a large number of customers who need our support. With the ticket system it is now much easier to cover all the work. It is a relief of costs, since we only need to invest in Freshdesk, cover a lot of work that we can not do with any other software, attend customer support a few members of the work team and even then the work is simple and easy to perform. the hand of this great software. Thanks Freshdesk!

Freshdesk review by Joel O.
Joel O.
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"ROI is high!"

What do you like best?

The program we used to use for Support tickets was being discontinued after being acquired by another company. It was the best at the time but had its caveats.

We researched a few different programs and FreshDesk clearly stood out both in functionality and cost efficiency. The initial setup of the program for our purposes was very straight forward and the ease of use both as an administrator and agent is something I wish we found years ago.

This is designed for Support tickets and not Sales/Marketing. We currently have no plans on transitioning away from FreshDesk. It is that good of a program. They update it frequently to continually improve on both the agent and customer experience. It is a very well thought out and designed program for Support ticketing.

Thank you for creating such a wonderful program directed at Support ticketing!

What do you dislike?

Honestly, nothing I can think for our purposes. We don't use all of the features, being such a small company.

What business problems are you solving with the product? What benefits have you realized?

Increased response times and therefore, improved customer satisfaction!

Freshdesk review by Gordon B.
Gordon B.
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"Comfort for the company"

What do you like best?

Thanks to Freshdesk's service, I have been able to better mobilize the platform's resources, since it has multiple options that give me the broad similarity of opening myself as a self-service.

In the same portal I can make different arrangements in terms of ideas and online voting, I can also generate surveys where I can receive an opinion from a user who enters my platform in a unique way and with a purpose. What I think is good is that everything can be done in a simple way and without much work when informing a user of my list.

What do you dislike?

It is very rare to be able to keep detailed reports on customizations because I am mentally blocked from working. What causes that I have to stress to the maximum at the time of using its resources and to be able to save it touches me to do it of manual form.

If you had a template or you could modernize it yourself, it would be much more helpful, because I do not see another problem at a general level in terms of its use and termination of policies.

Recommendations to others considering the product

enjoy this amazing app

What business problems are you solving with the product? What benefits have you realized?

By means of the service I was able to denote in a wide similarity the system of being able to simplify the data that appear constantly to me in my platform. In addition, our old SDP Software was very complicated for us to have to systematize all the complements and data.

As far as the customer service needs system is concerned, I have been able to extend the scope, so much so that I can even communicate by telephone and that I can manage it from there without so much complication and make data requests without problems. With this we can say that we recommend it to 70% to all users who tend problem when systematizing new data.

Freshdesk review by Emanuel R.
Emanuel R.
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"to keep your customers happy."

What do you like best?

I liked the service on the part of being able to streamline in better scope to the projects that I have outlined and also that is really powerful to differences of other services that do not have the same characteristics, but if almost the same resources. I can also mention that it makes it possible for my clients to visualize in a comfortable way the fact of the usability of the login and that makes us arrive a notification, which will come with the intention of registering in the database all these data.

What do you dislike?

It is worth noting that the platform still has some flaws in terms of slowing one of its resources, since it tends to fail and even do not function properly, so when working does not develop and generates a double work at the personal level. In each update that they do tends to decrease, but nevertheless they do not manage to remove it completely, something that has stressed me a lot with it. Sometimes they tend to be errors that do not spend much time to resolve, but nevertheless there are others that commonly get stuck and I have to leave the service and return to enter.

Recommendations to others considering the product

facilitates contact with your client

What business problems are you solving with the product? What benefits have you realized?

Thanks to Freshdesk's full service, I've been able to establish my control policies regarding my page, so I've been working at a much lower cost than I've been doing commonly.

More than anything because it can be managed in the cloud and does not generate any problem in doing so and can be accessed anywhere without any inconvenience. This also means that my clients can be provided with the level of communication regarding my service and that they do not need IT professionalism.

Freshdesk review by Ricardo F.
Ricardo F.
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"an application to consider"

What do you like best?

Particularly the program complies with all the features offered in its main portal, which aims to be the main tool to support those users who are collapsed from so many individuals without being able to organize them with tickets.

With this one I have seen a quite complete program, that gives me the facility of supplanting the manual registers to one systematized with a simplicity of handling that leaves me very good flavor of mouth and for that reason I attach myself very much to the program. The same could improve certain things that are still stuck in previous versions, but everything else well.

What do you dislike?

As far as I'm referring to the bad side I saw of the program, I focus on talking about its excessive lack of resources to be able to handle so many online users inside. Well there are certain hours that I get into the program and I am presented with certain lagasos that make me have to move away from the program for a limited time.

In addition, that the part of configuring does not complement all the service that is offered, because I can not fulfill my planned work schemes, so I have to go to other tools to host this, but everything else well, everything can have an alternative.

Recommendations to others considering the product

try it

What business problems are you solving with the product? What benefits have you realized?

The help that the program was able to offer me was based on the simplicity with which I was able to unwrap myself in terms of the systematized support that I could have with my clients. Most of all, because I was able to give a complete analysis to each action I want to use and with whom I have to communicate.

In addition, I could be developed to have tools to label their algorithm and does not prevail to what other programs are accustomed, this by the constant updating that presents, although sometimes there are resources behind, but with another impression of work. Any resource can be consulted at the customer service line, but with an entrepreneurial purpose and not just to know.

Freshdesk review by Andres N.
Andres N.
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"a good option to talk to your clients and partners."

What do you like best?

With this program you can create a list, where you can host multiple artifacts with the similarity of being immersed in a portal, which allowed me to raise awareness towards it and get constant knowledge on the basis. Fact that I have become quite interesting and personal taste.

Also that I can be adding more extensive lists and the same ones I already have, will remain static and I have not encountered any problems in this regard. In addition, the different functionalities presented by the program make its stability more important.

What do you dislike?

The only disadvantage I saw with respect to the program is with respect to the billing system; since it has similarities identical to any other paid or free program. Most of all, I am overwhelmed by this paragraph because it does not necessarily cover what should be in it.

What I automatically resort to another service, to cover the decline of the same, a case that has generated a more money consumption, but I am more profitable than using the billing system Freshdesk. The other would be on the part of not being able to customize certain tools, which has made it quite difficult for me to work to its mechanism.

Recommendations to others considering the product

a excellent option

What business problems are you solving with the product? What benefits have you realized?

In spite of the bad things, I can say that with this program I could have a more complex organization, referring to my clients; by the fact of finding everything in a section and referencing myself towards the products that have so much overwhelmed me in my previous experiences with other programs.

The limit was one of the cases that I saw most in other services, but with this I can have a wide acceptance of incorporating contacts that I can work with time and all through customer tickets. In addition to even having advice from the customer service staff, who were always there to support me in what I needed.

Freshdesk review by Felix A.
Felix A.
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"this application works!!"

What do you like best?

If you are looking for something that has the least amount of customization, but is built very polished and easy to use from the first moment, this is the best product.

The implementation with the suite is almost perfect, and the test for a while has whether it was ideal for me and pass the FD test can be easily handled by one person or 100

It's that easy and built with the intention that a small team can be made up of about 4-10 people, and each of the parts of the software that you can master in a week, and still find it surprisingly comfortable.

What do you dislike?

Well, there's really nothing I don't like about Freshdesk, just a small improvement in the control of spam and spammers. No doubt Freshdesk already deals with it, but in a slightly different way.

and of course the price, is a little expensive but equally passable for large companies

Recommendations to others considering the product

this program meets and by far meets our highest expectations

What business problems are you solving with the product? What benefits have you realized?

freshdesk has facilitated me the connectivity with our customers in every way, I can address their concerns and solve their problems in many ways thanks to the many tools that has this program

Freshdesk review by Alan C.
Alan C.
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"The application exceeded my expectations."

What do you like best?

What most caught my attention in the program is that it has a mobile application, which I can easily decipher and complements the service offered on the web. In addition, I can have a greater accessibility to the created entries and be able to have a better assignment as far as the registry link with which I work.

As for the characteristics of group in the program you can discard those false expectations that you can have through the new allocation of tickets, a case that I like very much and therefore I have tried to use it mostly with my customers.

What do you dislike?

The cons of the program are quite unusual, as I have seen it according to my needs that I have had concerning my clients. This is about collision stops, because it is an ideal function that would need to be included in every acquisition package, but unfortunately it is only in a premium state which is equivalent to being one of the most expensive packages.

In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.

Recommendations to others considering the product

this is a good product for your company

What business problems are you solving with the product? What benefits have you realized?

By means of the product of acquisition that I have had, I have been able to save a lot of money in the contracting of other services, because previously I had the happiness of being able to pay for more than 2 services that did not fulfill the same similarities that this program is offering me.

In addition, I have been able to congest the innumerable levels of response towards my clients and in the part of documentation it has been easier for me to unwrap myself and not to have to install useless applications that do nothing for my community. It is for this reason that I can recommend the program for all those users who work in a concrete way with a high user level.

Freshdesk review by Joel P.
Joel P.
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"The program solved my communication problem."

What do you like best?

By acquiring the program we were able to focus on the techniques that relate to the main API and the various web seminars. Since the conversations that I have been able to generate, have been very fluid, case that has seemed to me of enough taste and more for the fact of being able to have a level of productivity greater than normal.

It is also one of the first services with which I have been able to strengthen the products I offer, which has allowed me in general that my customers have a good interaction and could denote more broadly the quality of it.

What do you dislike?

The expansion of functions that the program counts is something complex, which I have not been able to accommodate well in order to establish a system related to support and personal operations. More than anything because I still can't differentiate well the reception of notifications and tickets that are constantly coming in for my clients.

I have also had a complication to the system related to the registration of tickets, but this happened to me after the last update that has had the program, since previously I did not see it and is something that should check and improve.

Recommendations to others considering the product

this is a good product

What business problems are you solving with the product? What benefits have you realized?

In view of my lack of knowledge of the program, I was able to accommodate myself in a short time and be able to represent my community more broadly. I have seen this case of total help and more when I know how my clients act with the products I offer.

I also had the impression of having a more open list for the reception of new clients and more by complementing them in my community without any interference. So I feel safe to have through the program, because despite its drawbacks, manages to accept my requests when I make it to the support, case that I highly recommend to purchase.

Freshdesk review by Gary W.
Gary W.
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"unique and complete"

What do you like best?

Particularly with this program I could have an essential taste to the moment that I could denote the identification of each mail as far as my clients have some need. This is something I used to get frustrated with because of the number of people I work with.

It is that through the program we were able to move completely out of all that hindrance we had had, so we made sure to have it secured by its traditional system that works 100% and is what I find most convincing to work with support. This has made me have a better communication with the user and have a complete satisfaction.

What do you dislike?

After the multiple updates of the program I have been affected in some tools and among them WYSIWYG is that, when I want to enter a command with the diagonal bar, I get something completely crazy, more than anything because I can not even write one of the space bars, which makes me difficult to decipher so many codes that appear to me.

This I think happens by the amount of resources that the program has and have not yet had the joy of being able to configure a system that can cover the same and makes deficient others. More for the fact of being in constant update and seeing in some problems.

Recommendations to others considering the product

highly elaborated

What business problems are you solving with the product? What benefits have you realized?

First of all, it is worth noting that it is a good product, which has been able to facilitate the system of work with which I worked previously and more to know that I must pay only certain fees for a plan quite convincing to my liking.

In addition, it allowed me to extend myself to the different automations possible before the faults in my personal register box. So I was determined to develop the tool in my community and be able to have a good reception in terms of the working system. I am particularly pleased with the way the program is working, and that's why I recommend them.

Freshdesk review by Edgar R.
Edgar R.
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"an excellent application for maintaining contact."

What do you like best?

The particular pleasure that I had when using this program, is the ample capacity to be able to work with different users, without having the limitation some and more if you work with a group that not only you are the one that touched you to take care of these communications.

Like the resources you have at hand when making a support, because it contributes greatly to the initial system and makes the user who asked for support is satisfied and does not have to call back for possible doubts. Remember that there are very few who have these resources that they should take advantage of.

What do you dislike?

Possibly I do not know if this has happened to other users and is that when you are going to use a tool or application of the program, they usually slow down the same for an instant and then continue in the medium you have already chosen. This has happened to me on several occasions and more at the time of wanting to serve a customer, but as I said only for a few moments, at first that happened to me, I thought that something else had happened, but what is time I have become accustomed and overcome this obstacle.

Recommendations to others considering the product

easy to use

What business problems are you solving with the product? What benefits have you realized?

Indispensably to have acquired this service has relieved me a lot; only by having contributed to my local a means where they can communicate without so much agitation or lack of control in the lines that are usually presented.

In addition to being able to contact me in an organized way, through the listings that can be created. Spontaneously it will happen when it is time to receive it, since it will contribute in the part of agility and with a quite high level of response unlike another service.

This caused me so much impact that I managed to install the program to other services of my authorship, which have been quite successful.

Freshdesk review by Miangel C.
Miangel C.
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"a fair and accurate application"

What do you like best?

As for the personal taste I had regarding the acquisition of the Freshdesk program, it is part of the simplicity and speed with which it adapted to my requests that tormented me so much with other services.

At the same time the Api section for what is the single login, which allowed me that my users added at the time of interest some of my products, had to be authenticating in order to adapt separately to my offers. The last thing as far as my tastes are concerned, is the part of the edition that I can apply in each publication that I want to publish and without server limit.

What do you dislike?

As far as this section is concerned, I can say that it is the chat that it has; reason why it does not have any option where I can observe that the agents are available or that they are outside, in it only a stipulated response time is observed, which commonly varies.

In addition to not being able to count on the system of advanced personalization of the line of support, what to make be agglomerated to the different sources of simple and principal colors. This even have launched several times updates of the program.

Recommendations to others considering the product

good luck

What business problems are you solving with the product? What benefits have you realized?

By means of this service I have been able to secure myself to the easy system that it has to be used and more to have the purpose to be updating every time to a better way to offer its services. One of the tools that has been most helpful to me, is the text creation section, for the fact of advising you on the right metrics to give a good text.

The price for what I pay for this service is quite optimal to everything I have received; more than anything to the multiple tools that they constantly introduce, which make their functionality better. So you will not lose investment if you manage to invest here, rather we recommend the product.

Freshdesk review by David H.
David H.
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"hello, i like this app "

What do you like best?

Through the search for programs that would help me towards the section of my clients, I found Freshdesk; which fulfilled all the characteristics that were mentioned to me so much about it. Among the most striking that I liked, is in the functionality of it.

Because I have different accounts in several computers and I could have a state of more than 1 year in use, with a little probability of falling, so I have been quite when dealing with issues that were difficult for me to resolve before. As far as the characteristics are concerned, it has always been innovating for better functionality.

What do you dislike?

To the so much benefit that is presented, also this the cons; more than everything for not having a section in which it is possible to leave a documentation of the integrations to the establishment in which it is worked.

They also do not have tools that enable the creation of a personal report, so it generates extra work and does not reduce the transactions section, which means that you have to create reports manually and even hire another service to take care of it.

As far as the system is concerned, it is something complex, due to the fact that it does not have flexible resources for the user and even more so if it is recently integrated.

Recommendations to others considering the product

enjoy it

What business problems are you solving with the product? What benefits have you realized?

In general, the program helped me solve much of the problem I had before. More than anything because as the updates were improving my stay in terms of customers I had.

In a bigger case I can say that the cons will not affect you at all; because of the fact of having other complements that could cover them and more because it will not be so expensive to hire a freelancer to carry out an activity that has not worked for you with the program. That's why I can openly say that this is a good program and I would recommend you buy it.

Freshdesk review by Jaime R.
Jaime R.
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"Do you want a good application? This is the application for you!"

What do you like best?

Some time ago I was looking for a program that would make it easier for me to create help tickets, add the cited ones and track the same tickets. Which I could get through Freshdesk, which has caught my attention and that's why I decided to buy it.

I was also able to get a reference to the ticket timer you have involved; so it made it easier for me to understand my billing system by capturing information and the coolest thing that everything was going in good time. Bearing this in mind, I was also able to build a community of clients, without any limit, where I almost played with this tool.

What do you dislike?

The problem with the program, is in the sound section towards the entrance tickets or any notification that arrived. More than anything because I wanted to configure different sounds to the requirements of my clients. With this I took the task of communicating immediately with the Freshdesk customer service line and I respond grotesquely and that it is not possible to configure the alert in any browser for your application and also be nature to this option in new updates.

Bearing this in mind, I saw it in bad taste, by the fact of having other useful resources, have such a treaty with their customers.

Recommendations to others considering the product

learn

What business problems are you solving with the product? What benefits have you realized?

Through this program I had the similarity of being able to overcome all those problems in which I was overwhelmed against my clients, who commonly complained to me of not having the consideration regarding the cited that they left me, for the fact of not characterizing themselves.

With this I was also able to extend my clients section and make a bigger list regarding the support they needed, bearing in mind that they covered my work schedule. This experience has been quite crucial for what is my work team, so we recommend to all forecast the same to all those who want to undertake tools of good use.

Freshdesk review by Celso G.
Celso G.
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"This is an application!"

What do you like best?

This program has the similarity of being able to categorize each complement that you want to use and also to be able to make a pursuit to the labored work; for which it calls to me enough the attention and it is for that reason that I have acquired it.

Not only have I already lived this experience, but I had also seen multiple tips on the same program. This has the unique benefit that, in each version update, you wouldn't have to pay for it, but it automatically registers and updates you.

The other thing I like most about the program is that after the last version I can see more accurately the recent tickets of an added contact.

What do you dislike?

Unfortunately as it has benefits, it has against and is that among it encompasses the part that the features of the previous update was not completely unified to the new one, a case that seemed bad to me for not providing the new tools.

As for the labels of the program has the similarity of adjusting a straight side, but in a moment manages to mix in a section only the lines. So it's pretty bad for me, to be dealing with the part of creating each time comments to solve the requests of my contacts.

Recommendations to others considering the product

a very good application, seriously recommended!

What business problems are you solving with the product? What benefits have you realized?

Thanks to this program I was able to open myself more to the scope of the support towards my contacts and clients that I had registered in my blog of notes. I was also able to get full advice from the team, after having a customer service section 24 hours a day.

Its functionality is handled in every sense towards the positive side, by the fact of having tools that make personal work not a problem, but something else that we can do every day. All its operation is understandable within a short time of use. We definitely recommend this product.

Freshdesk review by Eloise P.
Eloise P.
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"A lot of features to use."

What do you like best?

Freshdesk has a ticket management system that can be configured for its unique operating processes. As on other platforms, this feature allows users to monitor the number of service requests. Or consult what they need to manage and make sure they don't overlook anything.

What distinguishes this software is that it is completely scalable and configurable. This way, they can tag, queue and route tickets according to their workflow. In addition, their ticketing system offers integrated collaboration tools. Like agent collision detection to avoid duplicate responses to a single ticket.

What do you dislike?

To speak negatively seems impossible to me. Well, Freshdesk has a lot of benefits that we have to take advantage of. But not everything is always totally good. We can say that Freshdesk's application capacity is sometimes a little limited.

You can't launch consumer surveys from the application and there's no live chat support inside the application either.

On the other hand, there are alternative applications that are also limited. I mean, it doesn't support advanced features like customer segmentation. So we can say that this defect is general.

However, the Freshdeak platform may not be able to fulfill all your wishes at once. And that's something you need to take into account.

Recommendations to others considering the product

Take a couple minutes to see what you need and if it Freshdesk has everything, give it a chance.

What business problems are you solving with the product? What benefits have you realized?

Lo inteligente sería hacer una lista de los diversos elementos esenciales que deben tenerse en cuenta, como las características principales, el presupuesto, los niveles de habilidad de los miembros del personal, el tamaño de la empresa, etc.

Luego, debe hacer su trabajo minuciosamente. Lea algunos comentarios de Freshdesk y mire en detalle cada una de las otras soluciones en su lista restringida.

Una investigación tan exhaustiva puede garantizar que rechace las plataformas mal ajustadas. Y seleccione la aplicación que presenta todos los elementos que necesita para el éxito de su negocio.

Freshdesk review by Amy L.
Amy L.
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"Tickets? best way to deal with them."

What do you like best?

Freshdesk offers multiple support channels, such as telephone and email, as well as social networks, chats and forums. With this, you can manage all queries in a single panel. Even queue them according to your urgency, service level agreements or other metrics of your choice.

In addition to that, Freshdesk also has the ability to support self-service options such as knowledge bases. And forums so customers can help themselves with the information they need.

What do you dislike?

I don't think I find a feature so negative as to recommend not using this great explanation. Can it present any difficulties? Yes, but with a little guidance we can solve them.

If you are new to these issues it may seem frustrating to have so many options at hand and we know how to use them. So be patient and you'll get what you want.

Recommendations to others considering the product

Put time and effort on it. You won't regret it.

What business problems are you solving with the product? What benefits have you realized?

The Supervisor and the Observer, which are time and event based triggers, respectively. They can be used to configure rules to send notifications automatically and manage ticket escalation and tracking.

Agents can create pre-formatted answer templates for common questions such as canned answers and reuse them with a single click.

These automated messages can be customized using placeholders and unique ticket information. Ensuring the high quality of support that all customers expect today.

Freshdesk review by Eva T.
Eva T.
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"Just the best customer support and helpdesk solution!"

What do you like best?

One of my favorite things about Freshdesk is that it comes with support for 26 different ready-to-use languages. It allows each agent to customize their languages individually. Agents can also schedule work hours according to their local schedules.

By setting several working hours for each team, shift or location. Similarly, different SLA policies can be set for each product, department or company. Supported helpdesk, with automatically escalating emails to track violations.

Companies can choose to configure the support portal. To adapt to your brand by adding logos, adding colors, and even rewriting HTML on pages.

What do you dislike?

Disadvantages with respect to this application are few. However I can mention that one of them that I don't like about Freshdesk is that it is not so basic. It takes a little work and technical expertise.

Why does this happen? This happens when API calls are made to automatically pull and send information in and out of Freshdesk. But it's not all bad. The good news is that they have the API to allow this.

In this regard, there were some occasions where I had some problems getting the automatic allocation of tickets. For what? To go to the right place with the dispatcher. We found that the order of the rules makes a big difference.

Another of the most difficult things I can say is that it takes a little getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.

Recommendations to others considering the product

With all mentioned before, I have nothing more to say. It's easy, useful and organized,

What business problems are you solving with the product? What benefits have you realized?

With email and most older systems, agents spend an excessive amount of time. They dedicate themselves to sorting, prioritizing and assigning problems/tickets to the right people.

Another productivity loss is when customers write with simple queries or multiple customers report the same problem. And agents have to write the same answer repeatedly.

Freshdesk comes with a number of automations to reduce the time, workload of agents and increase productivity. Dispatch'r runs on each new ticket and automatically sorts, prioritizes and assigns the ticket to the correct equipment.

Freshdesk review by Naomi K.
Naomi K.
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"A lot of features, 100% useful."

What do you like best?

Freshdesk makes it easy to scale support across multiple products, languages and time zones. With multi-product support, all customer support queries can flow to the same support service. And be categorized and assigned to specific agents or teams with ease.

Each product can have specific assignment rules, different email notifications, customized service level agreements, etc. Associates, in addition to having its own support portal with a dedicated knowledge base and a community forum.

What do you dislike?

This is a rather difficult question to answer, as Freshdesk has many benefits that we must take advantage of. However, not everything is one hundred percent good. We can say that Freshdesk's application capacity may seem limited to you.

What does this mean? You can't launch consumer surveys from the application and there's no live chat support inside the application either.

On the other hand, Analytics is also limited. I mean it doesn't support advanced features like customer segmentation. In this way, seeing ourselves in this situation can be quite annoying.

The Freshdesk platform may not be able to fulfill all your wishes at once. And that's something you need to take into account.

Recommendations to others considering the product

You will be amaze with all the tools it has to offer! Give it a try!

What business problems are you solving with the product? What benefits have you realized?

In case an agent needs the opinion of a third party, such as an external supplier on a problem. You can forward the ticket to the provider directly from the helpdesk.

All responses from the external provider will be included as private notes in the ticket thread. In the case of telephone calls, Freshdesk gives agents the option to forward the call.

For chat queries, agents can route chats to the desired agent. Even consult with experts simultaneously in a private agent to agent chat. This is most often used in situations where a specific person or team specializes in solving a particular problem.

Freshdesk review by Alfred C.
Alfred C.
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"what are you waiting for?"

What do you like best?

One of the things I like most about freshdesk is this. The integration of Freshdesk's social networks is also first class. With support for Facebook pages, a synchronized Facebook support center.

Broadcasts to monitor what the world talks about a company and a social tab that works on the mobile. Freshdesk's support desk compares well with its competitors for companies that want to deal with a young customer base.

It is worth trying this new method that is breaking with old traditions. Technology Makes Its Own Again

What do you dislike?

Freshdesk still needs to support more social media platforms such as LinkedIn and others as they have become an important means to generate potential customers for the business.

Although Freshdesk is primarily a ticketing solution, I would love to see them incorporate other features. As a social network management solution like tracking what is said about the business and responding to all channels from Freshdesk. This will help avoid the need to buy two solutions for any customer-centric organization.

Recommendations to others considering the product

willingness to learn

What business problems are you solving with the product? What benefits have you realized?

Freshdesk has helped me as it is designed for easy configuration to speed up user adoption. In addition, you can configure your service level agreements (SLA) to define ticket priorities and resolution time.

Tickets can be sorted according to your SLA policy, which helps you save time and manage customer expectations. You can see the most urgent problems and the allocated response time.

SLA customization is a big help if you have multiple products. You can set operating hours for different priority levels. This lets your customers know when to expect a response.

You can also customize the support portal with your logo and brand colors.

Freshdesk review by Ethelbert B.
Ethelbert B.
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"very very very nice app :D"

What do you like best?

"Freshdesk" focuses on making sure it offers a comprehensive set of functions for each channel. In which a customer service team wants to interact with users.

"Freshdesk" offers excellent support for traditional channels such as email and telephone.

As well as modern channels such as chat, forums and social networks. With a ticket support service that is tightly integrated with all these channels.

Each "Freshdesk" account can have several associated custom mailboxes. This allows the support team to manage all their support emails in one place.

What do you dislike?

It takes a little work and technical expertise to make API calls to automatically extract and send information in and out of Freshdesk. The good news is that they have the API to enable this.

There were times when we had trouble getting the automatic allocation of tickets to go to the right place with the dispatcher. We found that the order of the rules makes a big difference.

It takes a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.

Recommendations to others considering the product

this is a nice app to use

What business problems are you solving with the product? What benefits have you realized?

You can automate tasks to increase the productivity of your support team. The software downloads repetitive tasks. In many cases, frequently asked questions can be answered with a canned answer.

Dispatch'r automatically prioritizes and assigns tickets to allow the administrator to focus on performance tracking. Using this, you can route tickets according to the different skills of your agents.

As well as notifying them about their tasks. There is also a "Supervisor" function that audits unresolved tickets or overdue tasks so you can follow them up as soon as possible.

Freshdesk review by Chloe H.
Chloe H.
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"good experience with freshdesk"

What do you like best?

simple to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing.

FD is a excellent issue tracking software in the work.

-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged

Reports and dashboards are very strong tools for analysis.

Phone support is very good in connectivity

Administrative settings are flawless, providing ability to restrict permissions perfectly

Merging of contacts is very effective

What do you dislike?

Slow to very slow if custom-coded

Quite expensive to access custom features and customization

Chat feature is not the best solution that exists

Regular contact fields are limited to 2 telephone numbers

Recommendations to others considering the product

recommendations, no truth, is an easy to use system or program.

What business problems are you solving with the product? What benefits have you realized?

We no longer use inboxes to track incidents, resulting in better tracking and results for customers. In addition, we can use tickets and previous broadcasts to develop knowledge, both internal, for specific customers, and internally

We've seen a lot of tracking applications, and FD works best!

Freshdesk review by Henry G.
Henry G.
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"it work"

What do you like best?

I really liked the communication with the members of our team. It's so easy to "assign" emails to the right department and the right person within that same department. Forget about pressing the forward button again and getting your teammates' emails stuck. In addition, you can privately leave your colleagues notes that the customer doesn't see, but that stay in the email chain. Customer service is really good and they will respond quickly and accurately to anything you ask no matter how small.

What do you dislike?

something that's a little annoying, is if you apply it to a group - leave the email in 'unassigned' on the dashboard. Only if you apply it to a person will you remove it from this section. Again, we make sure to assign it to an individual.

Recommendations to others considering the product

Buy it, you won't regret it.

What business problems are you solving with the product? What benefits have you realized?

I was delighted with the service freshdesk offers, is a wonder, is very easy and intuitive to use, I dare say that you do not need great knowledge in the field to manage the program or just the basics at least to communicate with your customers or co-workers, this application has helped me solve and communicate the problems in my area, is the maximum.

Freshdesk review by Lynn R.
Lynn R.
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"this app rocks"

What do you like best?

The user experience is very well designed. I looked for other applications and they all had the same price, however Freshdesk stands out for its ease of use.

Freshdesk is surprisingly easy to understand for the less technically inclined people in the company and that is a victory.

Freshdesk is full of features and although there are many that we will not be using in the foreseeable future, there were enough really useful ones.

The ease of use of these features especially compared to shared mail made us buy this program!

"Group", "assigned to", "Tags", "Sender", "Observer". We discovered how to automate them all

What do you dislike?

I think there should be an algorithm and intelligent spam identification system that sends spam tickets directly to the Spam folder. On the other hand, building and maintaining a common database of spammers would add even more charm to the software.

In this way, an operator can manually examine Spam tickets and process them respectively.

Recommendations to others considering the product

best app for me

What business problems are you solving with the product? What benefits have you realized?

freshdesk came into my life as a ray of light haha, I have facilitated the way I communicate with my clients and colleagues at work, I can perform faster my supervisions and reviews because I can maintain a better communication with this program.

Freshdesk review by Scott S.
Scott S.
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"Recommended Application"

What do you like best?

The FD interface is simple and manageable, making it easy to change our old ticket format. It is easy to work together on a single ticket, especially with the ability to create Private Notes that are visible only to operators. Email templates help streamline tasks, and time-based rules ensure that tickets are not put on hold too regularly. Applications are also useful for extending some of the features or for customizing functions.

Finally, I would love to thank the support of FreshDesk. They are very attentive and usually respond within a couple of hours. I don't think we've had a single open ticket (waiting for a response) for more than a day. For example, another organization we support had difficulty making outgoing email work.

What do you dislike?

There's a couple of weird details about the solution builder. I'd like it to be more of a "what you see is what you get" feature, although you can preview your drafts before publishing the page.

I wanted to attach, for example, some footnotes, using superscript numbers in the text for indexing. This was not in the formatting options available, so I used the [highly appreciated] HTML editor. The problem is that numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course in the published page).

Recommendations to others considering the product

recommendations? none, buy it and you'll see!

What business problems are you solving with the product? What benefits have you realized?

In general FD has tried an application at the height of the circumstance, thanks to the application and its many functions quite useful and could help my customers more in their doubts and problems, is a very welcome application.

Freshdesk review by Kevin K.
Kevin K.
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"Best multi-channel customer platform."

What do you like best?

Because of its organized interface, it is very easy to have everything at hand. Reports, logs and much more are easily accessible. It has integration to multiple platforms, from computers, mobiles and even social networks. Making the reach and support provided to our customers is greater. Increasing their satisfaction and liking towards the company, because we are for them from anywhere.

What do you dislike?

Your automation options. I think these options need to be improved as they have a lot of potential but lack some things that would be very useful and would make a more effective integration to the functioning of this one. Thus achieving a more fluid interaction with users.

Also their range of social networks is a little limited, extending it a little more would be perfect.

Recommendations to others considering the product

If you have used a similar tool before, you will have noticed that some have delays and problems. With FreshDesk that doesn't happen. Undoubtedly the best performance and easy installation.

What business problems are you solving with the product? What benefits have you realized?

Mainly to attend the doubts and questions of our clients, trying to offer the best attention for them, and until now FreshDesk has allowed us to do it without any problem.

Freshdesk review by Alex B.
Alex B.
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"Just amazing! Need support service? Give it a try"

What do you like best?

It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. 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.

All its 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.

What do you dislike?

Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years.

Recommendations to others considering the product

Time saving functionality on many levels. Less emails in your inbox, and less hitting the forward button. Best part, if you're using Zendesk, you can import your emails from there when you get started. You gotta try it.

What business problems are you solving with the product? What benefits have you realized?

It has helped to get much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc.

Freshdesk review by Clyde C.
Clyde C.
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"Freshdesk is a workable solution, but takes a lot of maintenance."

What do you like best?

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier to create and edit than my web site, plus solutions can be easily linked or added to customer responses.

What do you dislike?

Freshdesk seems to be intended for support for software companies, not consumer products. As such, it is very biased toward a semi-technical customer base. For example, for a user to get support, they must click the button that says "create a ticket". In the software world, that is very obvious lingo, however it confuses non-technical customers (in my world, the ones most likely to need support). It would be more universal to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers just because they didn't know where to start, so that often results in a phone call which is much less effective and much costlier. Additionally, the Freshdesk system prefers to have users create an account before submitting a ticket. That is a lot to ask of customers who are just looking for an answer. Because I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. Editing the customer name requires a surprising number of steps. There are many other similar issues with Freshdesk that I have reported to Freshdesk and they have promised to respond, but that was many months ago now - which makes me think they are having a hard time managing support using their own tool.

Recommendations to others considering the product

Freshdesk is a viable solution, but is not without issues. I suspect the same could be said of any support solution, so for the price Freshdesk is a reasonable choice. Freshdesk appears to be a relatively young company with potential for great improvement. If they are successful, it will be very good to grow with them, but the decision is not without risk.

What business problems are you solving with the product? What benefits have you realized?

Using Freshdesk has allowed me to hire additional part-time support agents and provide a well coordinated response to customer technical questions, product information, endorsements, and general feedback. While it takes some effort to work around the items I dislike, we have still been able to create a lot of lifelong customers because we solved their problems. We have also realized a number of new dealers and distributors who contacted us via our Freshdesk portal.

Freshdesk review by Rachael O.
Rachael O.
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"Don't let your tickets drown in your inbox! Manager them better with this. "

What do you like best?

Freshdesk is great for tracking employee and customer requests throughout the whole process. Our tickets are visible so it makes it obvious who is currently needed to perform an action. I'm not sure if there is a private feature. It keeps the tickets in the system so you can go back if needed.

What do you dislike?

We use Trello to track our projects and the integrations with Trello aren't great. What happens is; we get spam emails into Freshdesk and they auto-populate into a card in Trello. We had to turn the feature off so now we have to manually enter tickets into Trello.

Recommendations to others considering the product

Overall, if you have requests getting lost and drowning in your inbox - this is the best platform for you.

What business problems are you solving with the product? What benefits have you realized?

Freshdesk helps us keep track of all our requests. We get hundreds of requests a week and without Freshdesk, they would just get lost in an inbox.

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