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Leaves something to be desired
What do you like best about the product?
Fresh desk is a streamlined way to host all of your phone, email, and live chat communications with customers in one place
What do you dislike about the product?
Phone calls continually dropped, reporting options were limited, and support is not the most helpful.
What problems is the product solving and how is that benefiting you?
It allowed us to communicate with our customers, which is definitely a business benefit
Recommendations to others considering the product:
If you are looking for a CRM that is going to help your company scale and serve customers well, look elsewhere.
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Intuitive, feature-rich, affordable customer support software.
What do you like best about the product?
Every email, feedback, chat, or call that comes in can be converted into tickets in Freshdesk. There is no more switching between multiple tools. No more missing out on follow ups and delaying replies.
What do you dislike about the product?
No change management capabilities. Tickets can't be tracked to assets.
What problems is the product solving and how is that benefiting you?
Set ticket priorities automatically based on their importance. Also automate the assignment of tickets to agents based on their expertise to improve accountability.
Recommendations to others considering the product:
Freshdesk is an easy-to-use and nicely priced helpdesk platform aimed squarely at the SMB space. A well-designed user interface and plenty of third-party integration possibilities keep this platform competitive as users' businesses grow.
Great ticketing system
What do you like best about the product?
Their support is very helpful and fast. They will quickly guide you to find the answer to any questions you have. It is very customizable.
What do you dislike about the product?
The mint experience still needs some polishing but they are fixing stuff there quickly.
What problems is the product solving and how is that benefiting you?
They are allowing me to handle hundreds of incoming support emails per day without losing my mind.
Well thought out, very flexible and advanced Customer Support solution
What do you like best about the product?
- One of the best Customer Support teams I have worked with in 15 years. (Responsive, Knowledgeable, Courteous and always looking to give you the best solutions / options available)
- Custom CSS and design capability
- API integration (v2)
- The Observer / Dispatch'r automation options
- Automatic Email forwarding and ticket creation capabilities
- Field level customization capability
- Access Management Control (ACM)
- Side by Side Customer/Agent Portals
- Support Channels (FB/Twitter/LiveChat/Email/Phone/MobileHelp/Website...)
- SSO Security option
- Solutions Wiki for existing processess
- Web hooks to your existing application Backend services
- Custom CSS and design capability
- API integration (v2)
- The Observer / Dispatch'r automation options
- Automatic Email forwarding and ticket creation capabilities
- Field level customization capability
- Access Management Control (ACM)
- Side by Side Customer/Agent Portals
- Support Channels (FB/Twitter/LiveChat/Email/Phone/MobileHelp/Website...)
- SSO Security option
- Solutions Wiki for existing processess
- Web hooks to your existing application Backend services
What do you dislike about the product?
1) Contacts need to be verified
In our situation we only allow verified customers to use our services.
It would have been nice to allow us to add Verified contacts directly.
2) The Contacts lookup API doesn't return back contacts who are registered as agents.
Example Use Case:
1) You can also use our services even if you are an employee and so when automating the creation of support tickets, the contacts lookup api wouldn't return a contact associated to an agents email address.
And hence when trying to add a contact via the api, it would fail. (email already in use)
We had to add an additional lookup call to lookup an agent and use the agents-> contact information in the tickets "requester_id" field.
This not only adds complexity but also counts towards towards the per hour rate limit for your api.
3) Rate Limiting:
Rate limiting should be only a rolling interval rather than fixed pre-defined intervals.
There should be provisions to send out notifications to a particular email/group when rate limits are within warning thresholds.
For example: For a particular plan if the rate limit is 1000 per internal, then they should be an option to configure a warning threshold.
Additionally there should be an option to perform certain actions when the limit is breached.
For example: Be billed for every additional x requests upto a max of y requests above the limit.
4) Limited examples:
The C# examples are limited
4.1 No examples were available using the Form Post technique to CreateATicketWithAttachments and also with CustomFields
4.2 No examples the Update (PUT) with "Custom Fields"
4.3 No examples when using a JSON request format to create a Ticket with attachments.
4.4 The examples assume that the attachments are available on the Clients end machine. (File attachment)
It doesn't account for the fact that the attachments could be retrieved from a data store and hence only the file bytes may be available.
5. No Sandbox / Test environment as of today. I know its being actively developed.
In our situation we only allow verified customers to use our services.
It would have been nice to allow us to add Verified contacts directly.
2) The Contacts lookup API doesn't return back contacts who are registered as agents.
Example Use Case:
1) You can also use our services even if you are an employee and so when automating the creation of support tickets, the contacts lookup api wouldn't return a contact associated to an agents email address.
And hence when trying to add a contact via the api, it would fail. (email already in use)
We had to add an additional lookup call to lookup an agent and use the agents-> contact information in the tickets "requester_id" field.
This not only adds complexity but also counts towards towards the per hour rate limit for your api.
3) Rate Limiting:
Rate limiting should be only a rolling interval rather than fixed pre-defined intervals.
There should be provisions to send out notifications to a particular email/group when rate limits are within warning thresholds.
For example: For a particular plan if the rate limit is 1000 per internal, then they should be an option to configure a warning threshold.
Additionally there should be an option to perform certain actions when the limit is breached.
For example: Be billed for every additional x requests upto a max of y requests above the limit.
4) Limited examples:
The C# examples are limited
4.1 No examples were available using the Form Post technique to CreateATicketWithAttachments and also with CustomFields
4.2 No examples the Update (PUT) with "Custom Fields"
4.3 No examples when using a JSON request format to create a Ticket with attachments.
4.4 The examples assume that the attachments are available on the Clients end machine. (File attachment)
It doesn't account for the fact that the attachments could be retrieved from a data store and hence only the file bytes may be available.
5. No Sandbox / Test environment as of today. I know its being actively developed.
What problems is the product solving and how is that benefiting you?
Give our customers a much better experience when they try to reach out to us for help,
Reduce the turn around time for support requests
Have a variety of options for our customers to be able to reach out to us
Freshdesk has already helped us improve our overall productivity and increase our efficiency of Customer Support.
Reduce the turn around time for support requests
Have a variety of options for our customers to be able to reach out to us
Freshdesk has already helped us improve our overall productivity and increase our efficiency of Customer Support.
Recommendations to others considering the product:
I would highly recommend this product.
Take some understand the various options carefully because this product is very flexible and can certainly help with productivity and reduce customer management / support costs.
Its a very well though out and comprehensive solution that is well worth the money.
Take some understand the various options carefully because this product is very flexible and can certainly help with productivity and reduce customer management / support costs.
Its a very well though out and comprehensive solution that is well worth the money.
Freshdesk Support Experience
What do you like best about the product?
Although my issue turned out to resolved by myself, Karthik from Freshdesk Support continued to follow-up with me to understand the sequence of events that occurred. He stuck with it and in the end nailed how the issue happened and showed me some features in Freshdesk I did not know. It was extremely helpful.
What do you dislike about the product?
Our main issue with the Freshdesk product is handling child cases. It is not how we would like to do it.
What problems is the product solving and how is that benefiting you?
It is our IT Helpdesk product. I am in the IT Department.
Recommendations to others considering the product:
Try it you might like it.
Helpdesk
What do you like best about the product?
The feature that got me to switch to this from Zoho was being able to paste images directly into support tickets.
What do you dislike about the product?
Not much. So far it's done everything I've asked of it.
What problems is the product solving and how is that benefiting you?
We're just using it as a helpdesk.
Appreciate for the prompt response
What do you like best about the product?
I'm very much happy to say that i'm a user of FRESH DESK.
What do you dislike about the product?
There is no any point that I should share with you as its Good.
What problems is the product solving and how is that benefiting you?
its good to communicate with Guest fro fresh desk
Good support, but product is not for every business mdoel
What do you like best about the product?
Support guys, reports, being able to customize ticket fields, customer satisfaction surveys, ticket templates
What do you dislike about the product?
- The idea that a customer will use all of your features. Based on a different business model, people will choose to use what suits them. You cannot expect them to use everything and your system kinda doesn't work as expected when a customer doesn't use all of your features (assigning tickets, SLA policies etc).
- You can't just link one ticket to another.
- Ticket sorting is a bit confusing. You can't sort tickets by the last requester's update, but by the last modification, which would be ok if by modification you wouldn't consider ANY system or manual or any other type of modification. That caused my team to miss the SLA on some of our tickets. Hopefully, this will be sorted soon.
- You can't just link one ticket to another.
- Ticket sorting is a bit confusing. You can't sort tickets by the last requester's update, but by the last modification, which would be ok if by modification you wouldn't consider ANY system or manual or any other type of modification. That caused my team to miss the SLA on some of our tickets. Hopefully, this will be sorted soon.
What problems is the product solving and how is that benefiting you?
Due to the customizable ticket fields, we are really going in-depth with ticket reporting and we are providing much better and deeper reports to the other teams within our company.
Recommendations to others considering the product:
Don't use the features you have on your current CS platform for granted. Check if Freshdesk has them before you switch your business over. I am 100% convinced that Freshdesk is perfect for a lot of business models, but if you are a bit specific, be completely sure that it can meet your needs.
Great value/just what we need
What do you like best about the product?
Great functionality and features for the price. I like that it is easy to use and that it's not bloated with features we don't use/need. It provides good customization at the lowest plan. Since we're an HOA and not a business, we don't spend money on admin. The board members are volunteers, and having this desk makes our jobs easier.
What do you dislike about the product?
I would like to be able to have a few more agents on our sprout plan. I know the new Sprout plan has unlimited agents, but we would lose a lot of the features if we moved to the new plan. We are still operating on the old Sprout plan which is limited to 3 agents.
What problems is the product solving and how is that benefiting you?
I am the president of our homeowners association (set up as non-profit corp). We use the help desk to field homeowner requests, complaints, questions, etc. Rather than issues getting buried in the email of our property manager, they have visibility to myself and our other board members so there is accountability. The team can work together to solve the issue, and we can track the status of everything. SO MUCH BETTER THAN EMAIL.
Recommendations to others considering the product:
Cheaper than Zendesk, new Mint UI is clean, self-help knowledge-base is nice, easy to use
Freshdesk Review from Support Team Manager Perspective
What do you like best about the product?
Quick support, layout is generally intuitive
What do you dislike about the product?
Sometimes chats and phone tickets get lost, I believe the migration to the new phone system may help with this though which is great news.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
What problems is the product solving and how is that benefiting you?
We track our support agents activity, implementation of best practices, common issues that we can get ahead of for our clients
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