Freshdesk Reviews

Summary: Great addition to your customer aftersales. The customers love it and the appreciate the fact that they can review their tickets in WooCommerce account.

Positive: Good looking, smooth working and highly adaptable. Works like a charm!

The app is responsive on the desktop and mobile app.

Negative: Until now, nothing. Ok, the price is a bit high bit worth it

Maybe an integration of the articles in WordPress blog.

Summary: It is overall a good software to use for resolving user queries however, few things can be optimised.

Positive: It is good in terms of resolving queries for service provider companies of mid level. Assign your queries, reply and resolve.

Negative: There are a few automation with cannot be done in Freshdesk and it doesn't seem quite optimised.

Summary: I have been able to open more doors for clients by being able to cover their needs in providing the right support when a question or problem arises. My company has been able to deal with a large number of clients at the same time thanks to the fact that this platform improves the workflow regardless of the large number of requests that my company's support has. I have been able to track the tickets and this has allowed me to know which client or worker I am dealing with, which allows me to provide more personalized support, thus being able to understand the needs of the person on the other side. In addition, I have been able to keep all the communication channels of my company integrated into Freshdesk without any problem, allowing communication not to lose its thread by having different platforms which my company communicates with each other, also allowing to provide a quick and effective solution. to the employees.

Positive: + It is very complete to track support tickets for both clients and employees, when a complaint or doubt arises, this allows everything to be clarified more easily since its interface is very practical, being able to filter the tickets both by order of arrival and also the frequency of a user likewise tickets can also be classified in order to have a high or low priority depending on the problem in question. This provides greater workflow by being able to provide support in a more sophisticated way and being able to meet the needs of customers or employees who need help.

+ The interface and user experience has been most comfortable to be able to function within this platform. My work team has been able to approach Freshdesk well from the first moment of integration of this platform to my company. In addition, I liked that it could not only be used as an individual platform but also can be combined with native systems that allow a better connection with the data, such as being able to have CRM within this same platform, thus having better contact with customers more who always contact my company to find real estate solutions.

+ I really like its price, it is very flexible for any type of company, from small businesses that seek to provide good support to their customers, as well as having the capacity and tools necessary to meet the needs of my company and also large companies, as well its ease makes the price even more rewarding by not having to spend time and money preparing for the correct use of this platform.

+ I like the transparency that this platform has since, in addition to tracking tickets, it is also possible to track which person from my work team is responsible for providing the solution to a client, being able to solve internal problems when there are misunderstandings or not gave a correct answer or solution when someone asked for help. This gives me better visibility when it comes to seeing the performance that is being had when providing support to a client or worker.

Negative: - It does not have a frequent update, I feel that it is falling behind in relation to platforms with similar characteristics. Despite having a modern interface design and a pleasant user experience, it does not stop having certain obsolete or slightly orthodox tools for daily work with this platform. I like Freshdesk enough to leave it due to lack of updates, but if this problem continues like this I will have to move my team to replace this platform with one that offers more tools for customer support.

- The reports of the performance that is being obtained within this platform should improve a little. The information that is obtained is very limited, so much of the performance has to be measured in a semi-automatic way, having to use other platforms which are not compatible with Freshdesk and this makes measuring response and customer service performance a difficult task. long and tedious task.

- The mobile application has a great limitation, it also has the modernity, ease and accessibility that the desktop version has. However, similar to many apps Freshdesk tends not to display all the tools on mobile devices. Limiting this to not being attractive to manage tickets through my phone since it becomes a bit complicated and more when there are tools that I use that are not available for the mobile version.

Summary: Freshdesk facilitates our support process and enables my team to resolve queries as soon as possible. I loved the way it combines different support paths in a centralized home page. Support representatives can handle multiple requests. Overall, it's a highly functional and easy-to-use help desk product.

Positive: The user interface is intuitive on both user ends. It centralizes the support request from different paths (email, social media, app and live chat) in one place. Tickets can be generated right from the reply page. You can add pre-saved comments to reply faster by just selecting them from the saved list.

Negative: The account linking process with Social media is not seamless.

Summary: The communication between customers and company is well enhanced by Freshdesk. Further, there are ticketing features, that allows business to increase the order of solving business needs. The conversational analytics from the program is accurate and precise.

Positive: The program has a live chat that is authentic, speedy, and friendly for customers.
More so, the program increases the search efficiency, where proper marketing is well conducted.
More so, the deployment speed from the developer increases the value for business customers.

Negative: The features of Freshdesk allows customers to have an easy time for business communications. There are numerous mechanism to offer solutions and answers to the customers using the platform without failure.

Summary: Freshdesk has behaved absolutely well, since I started using this platform I have noticed the circumstantial changes in customer service, in addition, previously we did not have software that would help us use a Live Chat for customers or visitors in another website, thanks to this platform we have integrated a Live Chat in the room where our clients can communicate with us, in addition, this platform has allowed us to configure a Chat with service hours, every time the client accesses this Chat, they will be able to see if we are in business hours or not, in case we are not in business hours, the following will be able to fill out a form to create a ticket and that will be stored in our inbox. On the platform it has been key to attend to all the help of our clients and visitors, I have assigned many people within our company so that all our clients can receive immediate attention when they have any questions or any requirements. I loved the experience obtained with this platform, without a doubt it has enhanced and optimized customer service.

Positive: Freshdesk is a platform that will help your company have better customer service, it will also allow you to attend to the number of tickets you receive in less time, this platform offers you advanced tools so you can manage all the tickets you receive, it provides a general inbox to receive tickets from various sources will undoubtedly help you to serve your customers at any time. The things I liked the most were:

- One of the main positive features is that it is integrated and configured very easily with your website, it is the integration of helping to insert a Live Chat for all your clients who visit the website, the integration is very simple and job done in a few minutes, linking to your website is a breeze.

- Another thing I like is that all tickets are received immediately, everything works in real time, every time a new ticket is created, it will be received in your main inbox within the platform, you will also receive an email notification, so you can attend to the ticket in less time.

- I also love the fact that this platform generates a queue in an automated way, it generates a queue by ticket creation order, organizing each one of them and providing you with the most recent ticket so that you can attend to it instantly, this platform allows you to order the tickets in an automated way, showing you the tickets that have been received enough so that you can attend to each one separately.

- Another thing that I like is that you can integrate several agents at the same time, there is no type of limit regarding the number of agents that you can add within the platform, agents will help you attend to all the available tickets, you can assign a ticket to each agent or several tickets.

Negative: Really the only negative feature that I have to mention about this platform is that the Live Chat does not allow to send attachments or images, it is a real problem since sometimes we need the client to show us something specific, for example, if we need you to show us some image, they can't send it from this Live Chat, it's really important that we simply this feature or tool as soon as possible. Regarding the functionalities that this software has offered us during all this time, from Bonnie Tyler that we have not presented any type of failure, customer service has always been constant and stable, in addition, I have been able to assign a person to each of tickets without any problem, the administration of tickets has not presented any failure since we started using this platform.

Summary: The main feature that should be improved within this platform is the anti-spam, it is necessary that this system be implemented to ensure that we have a much more comfortable experience, as I mentioned previously, on several occasions we have received spam attacks within our system of support, which has caused our inbox to be filled with spam-type messages. Despite what I mentioned previously, we have had a fairly good experience, we have been able to attend to all our clients and give them much closer support, we have been able to attend to all kinds of doubts in less time. The system investments and that in an automated way has helped our clients to obtain a ticket in which we can give them much more precise support, Katy wants to be stored within the platform, and we serve them in order of arrival, so it is easy Handle several tickets daily. I must also highlight that I feel, using the platform, I can handle all kinds of tickets within the platform without any problem, the general interface is quite attractive.

Positive: Freshdesk is an excellent option to consider if you are looking for a software to integrate with your website and that can receive the support request of your customers. What I like the most about this software is that it offers a fairly complete free trial that lasts a long time, it lasts approximately 21 days, in which you will be able to access all the functions of this platform without having to pay additional fees, you will be able to get to know each one of the functions and familiarize yourself with the platform. Another thing that I like is that it has a ticket assignment system, in this way the platform has an auto-response system in which it sends a ticket number to each person who accesses our Live Chat from the website , when this live chat is inactive, the system sends an automated e-mail with the assignment of the ticket number, it also assigns a ticket to the people who send a support message directly to our inbox. Finally, I love being able to view all the cases that are being handled in real time, I can view all the agents that are working at a specific time on the main panel, I can see which cases are being handled and which cases are pending.

Negative: One of the negative things that you do not know about this platform is the implementation time, it took us approximately a week to correctly implement the platform within our website, for the implementation to be successful, we had to choose to hire a trained team on which will help us to integrate it with our website, I think that this platform should be much easier to implement within the website, in this way the implementation process would be much simpler and it would not take so much time. Another negative thing to notice is that this system does not have an anti-spam functionality, which is capable of blocking malicious people or robots that are trying to send spam to our support inbox.

Summary: It is a tool that i use everyday in order to manage the technical tickets of my company, and it is very efficient for that purpose. Well done!

Positive: It is possible to use this tool for my own technical tickets and in the same time, for the technical tickets for my white-labelling business.

Negative: It is a bit complicated to configure everything but with some times and small knowledge, it is possible to build a very strong support tool for your company.

Summary: We use it as a support system for our company; we can manage customer request tickets and new prospects. We have also been able to have constant feedback from our customer's thanks to Freshdesk; we have been able to learn from them and make the necessary adjustments, and in turn, they from us. It syncs well with other platforms and makes our job much more manageable. It is a success for any company if you use it because you will get a tool with support and ticket management functions, the purpose of which is essential for customer interaction and resolution of project cases or user demands.

Positive: I like this product for several reasons. I can mainly use it as a support and ticket management system for my customers. Its interface is exquisite and extraordinary. It is worth mentioning that I can communicate with my customers for free thanks to the non-paid version. Another element that adds as an advantage is that I can add notes and improve the user experience to resolve conflicts about my products. Its deployment is robust; there are no errors when using it, Freshdesk is at a much higher level.

Negative: I want to point out that I'm not too fond of the initial configuration of the software; it must be much easier when performing this part of the software to save time and avoid stress. It should be more accessible.

Summary: Since Freshdesk has been working well when it comes to customer support, my experience has been great. It is an amazing software and very capable.

Positive: From affordability to capability, there is a lot to like about Freshdesk. It is easy to use and highly customizable. Managing and using this software is easy which makes handling customer support seamless.

Negative: No issues whatsoever with Freshdesk. It is a powerful and very helpful for business.

Summary: Freshdesk is a useful software for large call centers. In our case it was very useful, but we felt that we could exploit it even more if our company grew. Its reports are professional enough to be able to provide information from different channels and support sessions in a single temporary file.

Positive: Freshdesk's design automates the communication that is maintained with customers who contact us through e-mails, from the ticketing system of our online page, to a general platform where we can segment and store messages in an orderly fashion, depending on the type of problem they present.

Negative: If you are going to work with roles, Freshdesk does not show a sufficiently adequate performance, and the automatic response system does not show enough intelligence so that the answers it sends are sufficiently complete, forcing us to choose to answer the requests manually from the first moment.

Summary: It may have its flaws within the framework of providing quality and good experience, but it should be noted that using Freshdesk as the main option to establish a telephone support tool is a good idea to optimize the operation and proximity of your company with regular and future customers.

Positive: Through a simple platform usability, Freshdesk provides tools for those companies that provide technical support or sales support by call. It has practical customer contact sections such as good database connectivity and private chats with customers, and offers a detailed template to expand information about new and old customers.

Negative: Something that is disliked among companies that hire this program is its price, as it is above average and objectively does not present a greater extent of tools worth its price. At the same time, in the development of communications Freshdesk does not seem concerned to improve the experience of its customers or improve failures.

Summary: Freshdesk is a vital solution for our help desk. It streamlines the conversations and makes everything accessible from the Freshdesk panel. Highly recommended this helpdesk panel.

Positive: The best platform to give your customer five-star support service. My favorite thing about Freshdesk is it streamlines the different channels to the Freshdesk dashboard allows the agent to work without switching the tool. Its ticket view screen organizes the open tickets for the quick action and reply.

Negative: The tag-based support email routing is not effective.

Summary: Overall, Freshdesk is an incredible help desk platform suitable for any size of business. The user interface is fairly intuitive. By far we are very happy with the Freshdesk platform.

Positive: I really like that, this platform allows my organization to have a multi-channel help desk to effortlessly interact with customers.
Self-help services integrated and well-organized ticketing.

Negative: Category-based support routing should be there.

Summary: Overall, the ease of communication and broad features makes Freshdesk the best solution for client help Desk. It has the best chatting and ticketing management system. Loved by our support team.

Positive: Freshdesk significantly helped in reducing the support time for vetting connected and managing tickets. It's an intuitive platform, not only for us its also for our clients. The chat room is well designed and offers useful integrations.

Negative: No downside I ever experienced. It's worth a try.