Freshdesk Comentários e detalhes do produto

Helpful - ease of use Upsides - user friendly Canned responses Executing Scenarios It is very easy to use be it creating a ticket or adding a contact etc. It also autocorrects the misspellings. I find it helpful.

Least helpful-Integrating CRM into Freshdesk and finding old tickets. Downside is that once a contact or ticket is deleted by mistake then it can't be retrieved.

Freshdesk is solving our day-to-day problems of keeping track of the tickets and running automation. It also helps in monitoring agents' productivity. It autocorrects the misspellings in a sentence which is a good addon. Now you have an option to maximize the text editor field which helps in drafting the message/email easily.

The arcade function creates a motivated team, where you compete for badges and get points for responses. Customer satisfation results in more points, encouraging agents to respond promptly and thouroughly. At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave. The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre.

Less skilled IT users can accidentally reply to customers with internal conversations if they respond to a customer support email in Outlook. If someone replies to a ticket, I get three notifications per reply to my Outlook, one after another. It doesn't spell check your work, so you have to be accurate with spelling.

Having one place to allow a triage of questions and problems, based on the severity and the most appropriate person to answer the question in the team. They can be assigned to the best team member for their issue.

What I appreciate most about Freshdesk is its seamless integration of user-friendly features that significantly enhance our customer management processes. The platform's intuitive interface ensures easy navigation for our team, promoting quick access to vital information. The scalability of Freshdesk has been a game-changer for us as we expand, providing the tools needed to manage a growing customer base efficiently. The accessibility of comprehensive customer data in one centralized location has empowered us to deliver personalized and timely responses. Additionally, the automation capabilities, such as ticket assignment and predefined responses, have substantially increased our operational efficiency. In essence, Freshdesk stands out as a versatile and effective solution, streamlining our operations and contributing to an elevated customer service experience.

To say the least, the only thing I don't like about Freshdesk is that it doesn't have an option to send the response at a scheduled time, for us it is essential. I hope to settle it soon.

Freshdesk has been instrumental in streamlining our customer management processes. Its user-friendly interface ensures quick access to crucial information, and its scalability has supported the growth of my business. The centralized data accessibility has enabled personalized and timely customer responses, while automation features have significantly increased operational efficiency. In essence, Freshdesk has been a versatile and effective solution, enhancing overall customer service.

It is extremley easy to set up and get started. You don't need any coding skill to get started with your tickets, chat or knowlegde base. But if you do want to make things a lot more customisable, you can! That's what I love about Freshdesk.

The analytics are super useful but not as easy to navigate in as the rest of the platform. Although I have to say it has been improved a lot over time.

It reduces the resolution time of our tickets and this helps us keep our customers happy and up to speed in the platform.

FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team.

Setup in most cases will require external technical experience for the more complex options. (For example, I still cannot get the "automated" close tickets for "Thanks!" responses from customers.). However, that being said - the team is quickly on hand to assist where they can.

We use FreshDesk to manage a global clientele, with some of these clients being internal members of staff. This means a lot of tickets with varying amounts of information, as well as varying skills required to solve them. Through FreshDesks automations and workflows, we now have a fair distribution system for tickets, as well as easy tools (Scenarios / Notifications) to pass these tickets to each other internally, as well as to other teams in the business. Being able to do all this from within Freshdesk means we can capture analytics as well - how many tickets go to Training, Professional Services etc, which helps us then work cross-departmentally to reduce these types of tickets in the future.

Simplicity of use and straight forward approach to support ticket management. This simplicity helped a lot when deploying the system to our support agents and developers. Some people from other teams also use the system daily to get usage and agent hours reports. The integrations With Jira and Teams help to keep work manageable. Customer support is usualy quick and take a hans on approach to solving the issues.

Reporting / Dashboard functions are lacking, although slowly improving over time.

Creating a helpdesk workflow that works in our company. Right now, there is not an issue/tickets that gets forgotten or doesn't get an answer. a few years ago, while still using and email aproach to helpdesk, there were complains about things geting forgotten and customer not having an answer.

It's analytics are top-notch. Very customizable and user-friendly.

forwarding only works within freshdesk and sometimes we need to send tickets to colleagues that aren't authorized agents. The day passes are a good workaround though.

All customer issues in one place, easy to leave notes and assign tickets to other agents

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Simplicity of ticketing system. Automations

Sometime we have to rely on 3rd paty apps t make some automations work. Example selected mandate option on ticket to close them.

Helps in having a single mode of communication for the entire team and allows to make automations taht help increase efficieny of the organization. With simple changes or template creations, I was able to acheive a reduction f 37% handle time for my teams.

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

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

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

Simple UI/UX and easy to configure and implements

Nothing. all is good enough, no complaints

Complaints documentation so the complaints easy to organize

Intuitive easy-to-use interface to manage our clients' cases and management of case statistics

Requires an advanced level to adjust fields to customize options

Maintain the communication thread with our clients to monitor and control requests. Validate incidents with statistics to determine actions in our clients. Follow-up of cases and incidents. Manage a portal for different customers where I receive requests and attend to additional requirements and incidents all in the same tool.

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

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

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

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

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

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

Freshdesk is really simple to set up, and the ability to adjust interface, workflow, automations, users, and other features allows us to tailor it to our specific business requirements. Onboarding and customer service have been really knowledgable and polite.

Nothing to dislike, freshdesk has helped a lot of businesses.

Aids in the prompt resolution of concerns by serving as friendly reminders on tickets

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

as of now nothing. Its working all great so far

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