Freshdesk Reviews

We use this solution to manage our technical support tickets from our customers.

The reporting, analysis modules and insights capabilities for this solution could be improved. It is essential for us to know how many tickets are open on different business domains or open for specific teams. These insights drive decisions that happen in the technical support area. 

We have been using this solution for two years. 

This is a stable solution. 

This is a scalable solution. 

We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources. 

Positive

The initial setup was not that straightforward.

I was part of the team that selected this solution. We considered other options such as Zoho. Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed.

I would recommend that those implementing this solution first complete the academy to receive video training on the administration port to be able to configure the tool. I would also suggest that agents get familar with the workflow of the tickets to understand Freshdesk.

I would rate this solution an eight out of ten.

• Email/ticket handling.  
• Custom email server option.  
• Knowledge base framework is really good, but not quite as customizable visually as Zendesk.  
• Also, the Freshdesk API is so powerful...  We can do basically anything we can think when it comes to ticket handling.

Our customer service is built around it, and has been for years.  We've grown with it, so it's hard to say how it "improved" our operations.  It's all we've known.  I'd hate to be without it.

Localization needs to be implemented.  No option for other languages at this point in the knowledge bases.  Customer service used to be fantastic, but seems to be slipping a bit as they grow larger.  Still good though.

Aside from sending a ticket to client, it can also send an image. You can add custom data such as the IMEI, location, or any other information you want to include to the image.

It helps with having faster communication and actions from the client.

I want to see it integrated with C# for Android in the next version, as it is currently only integrated for Java.

I've used it for almost three months.

We have encountered lots of issues from observations of our QA. Some issues we face are concatenated (new line) as it displays '=0' and differences between line spaces, but they immediately fixed those issues.

We're still waiting for resolutions for others, such not being able to recover lost data or tickets. For example, if I logout and login again, here's a delay with sending and receiving ticket, and it can't be integrated into our app in C#.

8/10 - since they are always active and take actions if possible.

As we are still waiting for some features which are supposed to be in the next release, we have built our own APK.

It is simple and easy to use. All you need is the MobiHelp SDK, the credentials that they will give to you, and some codes.

If you are an Android Java developer, it's easy for you to implement this product in a day, or possibly less.

Chat, Customer Satisfaction survey, ready-to-use reports

Through chats we now connect with a bigger audience and satisfaction surveys have allowed us to know clients' points of view in a better way.

Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself.

• Ticket system - provides us with support tickets submitted by customers from various sources
• Sharing - team members can share progress of tickets

• We can follow up on tasks.
• Our team members can sharing tickets.
• It provides the actual status from divers department.

There are issues with technical incidences, such as not being able to receive messages from certain email addresses.

I've used it for six months.

Not much, however it can be difficult to comprehend for some team members.

8/10

8/10

I did, however this one is the most complete solutions.

It was complex to set up the parameters.

It was done in-house.

It's pretty good.

It's a great tool once everything is in place.