We are using Freshdesk in our organisation to support our field team to fix their issues on time every time. We are using this Freshdesk as a support ticketing and we have all dipatment as a agents so that when user raise a ticket for respective department, that respective department agent is closing the ticket based on the SLA period assigned to him. its this Freshdesk help use to address all the issue raised by end user in a smooth manner with tracking all of them.
Pros
Field customisation, which Freshdesk is good for me. It's very useful
I like priority system which Freshdesk has now High,low,Medium
Sending ticket status notification to the end user through mail is very nice with Ticket numbers
It's very easy for users to raise a ticket they just need to drop a mail to the respective mail ID so that they will get ticket raised acknowledgement
Cons
i would like to see much better dashbord at presently dashboard is very difficult to understand
We wont able to download Freshdesk report directly in portal itself directly, its will send downlaod link for respective mail id which is taking longer time for us to downlaod
Freshdesk should have much more graphic oriented analytical report
Freshdesk UI interface has to improve
Likelihood to Recommend
Its good at customer support ticketing system especialy like automatic ticket analysis system for respective depatment based on the key words its need to improve with UI interface and graphical analytical reports .
We use Freshdesk for many things. We use automation to streamline customer efficiency and Scenario automation to simplify the agent experience. In Freshdesk, you can have everything at your fingertips. This includes canned responses, response forms, and even customer satisfaction surveys, which is a great help, especially in areas of improvement within the business. You can integrate many things with us, such as Metorik, Slack, Freshsales, Freshchat, Freshcaller, and many more.
Pros
Automations
Canned responses.
Support they offer.
Implementation of new products.
Cons
Being able to see previous chats had with us.
Auto number association to a ticket.
Likelihood to Recommend
I can't think of any.
VU
Verified User
Manager in Customer Service (E-Learning company, 51-200 employees)
We use Freshdesk for multiple departments, IT, SITE, REPRO, DISPLAY, it makes our lives easier, makes the users who submit tickets life easier. Freshdesk is the easiest helpdesk to use. Setup was a little tricky due to the nature of the establisment, Support on this was 2nd to none, absolutely fantastic, after a few weeks and many teams chats we finally implemented via azure with single sign on. Managing tickets is easy, the communication to and fro is fantastic. Users love the fact they even get an email to say that the submitted ticket has been looked at and assigned to an agent. The free version is great, you get 10 agents max and for us that's all we need, using the settings to do fields etc is easy to use and configure. I highly rate Freshdesk, I have recommended this to alot of local schools in my area.
Pros
SSO
Quick and Easy to submit tickets
Communication
Agents find it easy to use
Customisable
Great Support
Cons
As a free version the reports are a little cumbersome to use, difficult to get accurate figures
Likelihood to Recommend
Email went down but users could still use Freshdesk where is it was email only we wouldn't get support tickets, not really a lot to say as it just does what it is supposed to do
I'm a huge fan of Freshdesk, and we're not even using the full functionality yet!
Prior to Freshdesk we were managing customer service via email and social media, and it got very messy whenever more than one person needed to touch a request. Lots of requests got missed, and it was very difficult to check what interactions we'd had with a customer previously.
We implemented Freshdesk with email and Facebook integrations, and it was an immediate improvement that got even better over time as we set up canned texts and internal processes. We're also looking at implementing the customer portal in the future, although we didn't have the time to look at it previously.
Some of the most valuable features include: threaded messages, tickets automatically reopen when a customer replies (automation available for Growth and above), being able to search the history by name, email, and keywords, being able to filter by ticket types and tags, being able to set up custom canned text to answer all our most common inquiries quickly, and the ability to bulk edit tickets to reply when there's an incident that causes a flood of people all asking the same questions and needing the same update.
Pros
Easy to search history
Threaded messages
Customizable canned text
bulk edit
Cons
I don't really have any complaints...
Likelihood to Recommend
If you're currently using email for customer service, Freshdesk will be a huge improvement!
If you're used to B2B and branching out into B2C and finding your current approach to ticket management cumbersome, give Freshdesk a try to see if it solves your pain points.
If you're using another ticketing system and looking for a specific functionality, reach out to their reps - I've always found them very helpful!
We use Freshdesk in the IT team as our helpdesk to support the users across our schools. We have multiple helpdesk emails set up for each school to use as well as the Freshdesk user portal for them to open tickets. We currently have 8 members of staff in the IT team using Freshdesk.
Pros
Super easy to set up
Professional looking emails
User friendly portal
Cons
Limited indepth customisation
Quite expensive to add customer feedback form
Likelihood to Recommend
Freshdesk just works. We moved from Spiceworks over to Freshdesk over 2 years ago and it has dramatically increased our productivity. It was so simple to set up and works so much better than Spiceworks. Freshdesk is so clean and our email responses to our users look so much better compared to the way they used to look with Spiceworks. By far one of the best moves we ever made.
VU
Verified User
Technician in Information Technology (Primary/Secondary Education company, 201-500 employees)
General IT issues before going to remote helpdesk for further troubleshooting. Freshdesk is used to train new students in a helpdesk environment and assist other staff and students on center in real life/ real time environments. Once the issue has been troubleshooted, we resolve the issue or walk staff through putting in tickets in their own companies helpdesk.
Pros
Free.
Agent Management (Signatures, automatic emails)
Knowledge Base Articles
Cons
Merging Tickets
Multiple Agents per ticket
Likelihood to Recommend
Freshdesk is well suited for small companies or small IT teams looking to start managing their selves easily and free. There is a low learning curve and it's easy to put in tickets. Freshdesk feels like it would crumble under pressure if every detail is needed. From conversations shrinking and merged tickets disappearing, There are things to work on.
We use Fresh ticket in multiple ways. We mostly work remote and this is our tracking system to the warehouse for shipping out product and materials. We also use it to schedule more classes, report any tech issues, make changes to schedule, and any other tasks that need to be assigned to a certain person.
Pros
Assigns tasks - Can assign to individual but also to Departments/Groups and Type of ticket
Notifications of new ticket assigned and any comments added to ticket.
Tracks how long it takes to resolve ticket
It also has good analytics for ticket usage.
Cons
I set up a report to automatically pull and send to my email, but it is not exactly right.
You can filter by Agent, but I wish we could sort by Agent
It would be nice if you were given and alert on priority in the email notifications
Likelihood to Recommend
Freshdesk allows our company to communicate needs with visibility to everyone. It is much better that making requests via email which is only visible to limited employees. This helps us stay on track and creates continuity in workflow. If one employee is on vacation, we have access to her progress on issues or assignments. Absolutely love this product!
VU
Verified User
Administrator (Professional Training & Coaching company, 51-200 employees)
I used Freshdesk for the knowledge base, chat, and tickets in the learning management system. Our users can access it directly at the knowledge base or within the learning management system inside a widget. It gives our customers another method of support outside of office hours. I support my customers via Zoom, email, phone, knowledge base, ticket, and chat.
Pros
Knowledge base.
Ticket
Chat
Cons
Default SMTP is not the best.
When using Google SSO, it was a bit hard to sign on.
Likelihood to Recommend
It works well when you need a free version of the knowledge base, tickets, and help desk.
Freshdesk allows our users to easily submit requests for support and search for solutions to common problems within our knowledgebase. Team members can also search for solutions to provide assistance and use canned messaging to respond in a concise and professional manner. A variety of departments within our institution now use Freshdesk, which allows for collaboration between disparate groups. The support and communication between groups effortlessly happens in the background, providing faster responses to the requester. The system is so intuitive that a new employee can start day one with little training thanks to the library of canned messages and knowledge articles that we have authored. Freshdesk is at the heart of the quality customer service that our teams provide.
Pros
Self-help knowledgebase
Variety of support submission options
Canned messaging
Knowledge article sharing
Support collaboration
Ticket automation
Cons
Missing an announcement feature for all agents. Something to alert all team members to a system outage or problem.
Likelihood to Recommend
Freshdesk is well suited for situations where teams receive many inquiries. For organizations who wish to provide expanded support hours with limited resources. Self-help and automation can assist in these areas.
