Freshdesk Reviews

My company uses Freshdesk to help quickly address and reply to any questions, comments, or issues our clients may be having in our app. Freshdesk is a great tool that allows anyone with a login to see a queue of tickets which can be easily grabbed and assigned out. This way, no messages that are received slip through the cracks.

We use Freshdesk for various kinds of customer support tickets. We have an integration via API with some forms that customers use to change specific data in our platform. We also receive feedback from direct consultations via email and a textbox in our platform. As we are still a startup Freshdesk is being used by the whole organization as we want to provide a great customer service. We have a room in Google Chat that receives the tickets and we classify the tickets with the type of consultation. Then we assign an agent that is going to take care of the case. It really works well for managing tickets and the new UI makes it easier to work on.

We use Freshdesk to answer all tickets that are coming from our clients. We assign the tickets to the relevant member of our team who can address the issue that the customer has sent to us to resolve. It helps us in having a centralized area where we gather all messages from all of our active clients and deal with their requests and complaints.

We started using Freshdesk about a year ago and it was just for use in our IT department to track issues and enhancement requests. It was so useful and liked that several other departments became very interested in it. It was expanded to our commissions department, HR and accounting rapidly. We are actively developing integrations with outside partners so we have one location for users to go to address their issues or requests, even with the solution is completed outside our company walls.

Freshdesk is used for all technology, facilities and maintenance requests for our school district. It can automatically assign an agent to the ticket based on the request type. All the tickets can be tracked and organized through the dashboard to ensure all tickets are responded to in a timely manner.

Since we are in the technology department of organization we receive many requests to resolve tech issues by employees. so that we are using Freshdesk for raising tickets and resolving the issue through the platform. We also made many knowledge bases which decrease the number of tickets we receive in a day. We also build a knowledge base(KB) that contains known issues in the various applications used in the organization.

It was used across the entire organization as the main form of a ticketing system and problem solving. We had a large number of emails coming in that needed to be routed to different people and areas and needed a solution to speed up the process and help reduce missed emails.

As a small business owner with many clients and contractors who service their needs, Freshdesk was an answer to prayer. I was able to solve the issue of client requests getting stuck at the bottom of the email queue. I am not able to prioritize client emails, see their needs, assign them to the best independent contractor who can help them, and no one goes unnoticed or ignored!

We are a product company in business for the last 10 years.

Freshdesk is being used by the entire organization to log tickets from internal users as well as our customers. The tool is primarily being used by the support team to track and manage problem tickets and capture enhancement requests from customers.

Freshdesk provides a holistic solution to address the majority of our needs and it is a single location where internal and external users go to manage their issues, problems and enhancement requests.

We use Freshdesk for our entire school district, we give students and staff the ability to enter support tickets or create a chat for their technology issues.

We use Freshdesk in the technology department of our school district, and students, teachers, and staff all submit tickets via Freshdesk to receive support from the IT staff. This has been working great for us for about 3 years. This gets all support needs in one location, instead of emails to multiple members of my team.

We use Freshdesk for two different Customer Service related uses.

1. Orders from our WooCommerce install get piped to Freshdesk for archival purposes (there is some info that doesn't appear elsewhere for those without access to Woo's Admin side.

2. All Customer Service inquiries. Again for archival purposes.

Freshdesk is our helpdesk platform for all the products we offer. Although sometimes the users write us to our individual accounts, we try to centralize every contact in Freshdesk, to make the best us of it. We are a small startup so it's the only one we are currently using and it is used by about 5 of us. The emails sent by users to our main contact address go directly there and is the way we have to make sure all the questions get responded.

Much more speed and efficiency in our support work flow: Automation, assignments, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc. Looking forward to integrate the telephony also :-) I'm a tech manager in a growing online business and our support team is currently 3 agents. We needed to transition our support flow from mostly shared email support to something more efficient and I was the one to explore and choose the tech solution that we would implement - I chose Freshdesk. Here is why: The User Experience is very very well designed. I looked into ZenDesk, ZohoDesk, Desk.com, LADesk and others and they were all about the same price however Freshdesk stands out for the ease of use by far.Desk.com was the second-best design. However it was quite bland. Freshdesk was surprisingly easy to understand for the less technically inclined people in my team and that is a win. Freshdesk is full of features and while there are many we won't use in the foreseeable future there were enough really useful ones in the first paid plan [Blossom] that we felt comfortable justifying this expense for 3 agents and eventually 4. The ease of use of these features especially compared to shared mail made us buy into Freshesk: 'Group', 'assigned to', 'Tags', ' Dispatcher' , ' Observer'. We found how to automate all of them. I had EXCELLENT tech support to customize the ticket fields and widgets; we needed API calls and Webhooks used to fit the workflow to our preferred implementation and really the tech person knew his job, was always patient and knew what to suggest and how to help me configure Freshdesk above and beyond what I expected.

Freshdesk is our primary customer support platform - we use Freshdesk to handle multiple channels (web, chat, email) of support for our various web products. Freshdesk offers a clean, effective, and affordable ticketing and support management solution that allows us to effectively support numerous products and communicate with all of our customers.

Freshdesk is a powerful customer support and ticketing tool, but we found it to be too powerful for our needs. We were evaluating a tool to potentially replace Falcon.IO or ZenDesk, but we found that the suite actually provided more than we needed for our team.

Freshdesk is a very flexible platform for customer relationship, very well suited for sharing and gathering information with our external customers via different common channels such as forums, chats, and the social media. We receive (or convert from channels) tickets from our customers, route and notify them the respective agents and the customer, and track their lifecycle - all automated inside Freshdesk. As it's a Cloud-based, web-accessible application, you'll have no problem at all using it through a wide array of web-enabled devices such as mobile phones, tablets, etc, and without the need for a VPN (Freshdesk provides you with your own SSL-secure URL, and gives you the option of using your own if you want to), and it has a native integration with Facebook and Twitter, among others, so your FB page can convert automatically all, or selectively, your customer's posts into Freshdesk tickets. We use Freshdesk across our entire organization because of this interesting and flexible feature; we used to depend on Community Managers before to surf through our customer's inquiries in Facebook, and now we have automated such process.

We currently use Freshdesk as our sole ticketing system. It provides a support entry point for our online customers when we they need help after hours or don't want to engage in a paid support tier.
It catches emails as a support channel as well and converts them into tickets for us.
We have been using the free tier since before they started branching out with other products and have found it works great for our needs.

Freshdesk offers a very good interface for our customer care team to address issues/concerns/feedback from our customers. It integrates with social media accounts and gathers feedback from these channels as well. It is easy to fetch reports and measure agent's performance. The best thing is that integration is very easy and works seamlessly.

Freshdesk is deployed as the primary case management tool used by technical support and engineering.

We use Freshdesk to log product feedback and support, we have multiple analysts and stakeholders that monitor it for support tickets and product feedback. It is an easy-to-use, effective tool. Notifications and setup work very well and it has a lot of flexibility. You can start small for free, and as you grow the costs are reasonable for a small and growing company.

Freshdesk is a great user support channel that allows tickets to be created through e-mail, web forms, social media, and other avenues. Tickets are assignable to agents based on content and criteria as well as easily transferable to other agents/queues. Integrating within Social media allows you to respond to your customers within the format that they submitted the question to you (Twitter and Facebook) without having to monitor multiple platforms. In addition, the social aspect allows you to monitor keywords, hashtags, and direct mentions so you know what problems you may need to address that were not created as tickets (i.e.: #CompanyX has the worst service ever).

Freshdesk is used exclusively by our support team to engage with our customers and track product issues. We wanted a system that would automatically generate support tickets based on emails from our customers, Freshdesk does this and so much more. Automation was also an important feature for us to make sure and limit the need for as much manual intervention as possible in the ticket process.

We use Freshdesk to help our clients become more customer centric and drive customer loyalty. It is used by our client's customer experience division as a ticket management tool across various customer touch points. It provides multi-lingual customer support which is a must for global companies. Also, it enables support across all the channels from a single solution. Various channels include email, phone, live chat, etc. It also supports integration with various social media management tools like Sprout Social and HootSuite through which it is able to provide support through social mediums like Facebook and Twitter as well.

We needed an IT ticketing solution in order to get organized, triage and have SLAs in place. Freshdesk did this flawlessly. We were able to reuse the previous support email group, so no additional training was required for our clients.