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Simplicity, communication integration, new version has a stronger, more intuitive user experience.

new version lacks features of old version. Need filterability of companies/users

Client SLA management, Call Centre transparency, Client Communication

Easy to follow the customers, quick access to all the infos

Not so easy at first to understand the basic features

Very efficient to manage the conversation and pre-written answers

Took us about a week to setup, good integration to SalesForce and our email (Google) system

We use Google Phone system, and our missed calls are sent to our support email. We haven't tested everything yet, but it seems to be an issue with playing back the Voice Mail. We just don't know where to look i guess

Copy and Paste of images into body of email when we reply. Email trace of support request. Account Integration with SalesForce

I like that feedback we deliver is considered for the future. Freshdesk offers great support for their product. It handles nearly everything we want to do for a fairly affordable price.

Their iPhone and Android app can be frustrating at times. Our support team is primarily mobile and the phone app is something we use on a very regular basis. Sometimes it doesn't work how you expect it to, or just acts a bit buggy. You also can only add 1 work phone number per contact. Our clients often have 5-10 numbers they will call us from and 4 out of 5 times we don't know who is calling us because we can't link more than 1 phone number to an individual.

We've been able to provide excellent support to our clients while getting good metrics on what kind of support we are providing as well as the most common issues. This allows us to address those common issues in a different way, like adding an article or video to the Solutions page to direct customers with the same question to help themselves, relieving our agents to handle the more fragmented issues.

1. Easy Usage 2. Great Support 3. Clean Design

1. Issue with costumizing according to our needs

Customer Tickets for problems 1. System is in order 2. easy to track orders

Ease of use when it comes to creating automation and lightweight nature of tickets/workflow. The reporting module is also great with perfect out of box reports and is also very easy to use.

Some limitations around automation- such as restrictions on the fields which can be included in SLA and limitations around having a contact be associated with many companies (caps at 20)

Communication consolidation, ticket organization and automation. Through all of the workflow automation and ease of reporting, we will be able to improve workflow bottlenecks, provide data insights to the wider business, and create a more scalable support team model.

Segregation. Ability to get necessary data out from the software when waorking out outcomes and work load.

Unable to edit 'to' section if I create an email.

Data Analysis.

Efficient mode of communication with clients. Good computing to Zendesk with better pricepojnt

Mobile version interface a bit clunky. Has improved, needs more but very usable

Tracking communications and problem tickets with clients. My clients like the solutions pages.

Good value for money, fair invoicing policy (if you add an agent in the middle of the month you don't have to pay for the whole month).

As far as I know one needs to pay with credit card (or at least I don't see an option to change that) - other options would be more convenient for us. If there is an issue it sometimes takes a while till it is solved.

We use Freshdesk with two different products. We answer our customer's emails and tweets and solve tickets (also received by email).

Lots of customizability, which allows us to use Freshdesk to fit our needs, rather than fitting ourselves into a cookie-cutter CRM platform

Converting calls into tickets is tough since we convert EVERY contact into a ticket.

Great data analytics

The support and getting a live agent on the phone.

Support has been great! I don't have any issues yet.

Auto reply e-mail when a new user sets there account with fresh desk.

The simple and easy to use. You can customize canned responses easily. The support folks are swift to respond and easy to talk to.

Could have sent more details of the last update earlier. The new version needs a bit of getting used to. I still find myself using the old version more often.

Customer service and Technical support queries.

There are tons of different things that some people would need and others wouldn't in organizing customer work orders and issues. Freshdesk makes the obvious things extremely easy and has been relentless in trying to improve the tool to gear toward the things we might feel we need. They have always been immediately available to suggest workarounds or common practices in order to help us solve problems.

Freshdesk is obviously a little younger than a lot of software out there. While the tool is always getting better, there are some things I would like to be a little more customizable (i.e. automated processes for categorizing tickets).

We deal with the customers and operators of multiple clients. With Freshdesk we're able to provide a professional and intuitive interface for those needing assistance, while at the same time organizing and tracking the issues by the categories we see fit.

Pleasant, modern and user-friendly system to interact with my customers.

The old UI used to be a bit clumsy at times, but this has improved since the 2018 redesign.

Keeping track of user support requests, making sure suggestions and complaints are solved and followed up.

The variety of features. I cannot think of anything we need that it doesn't have. Even though we don't use all of the features at this point, we will use them as we grow.

There is nothing particular about Freshdesk that I don't like. I have had to use Freshdesk Support myself a few times when I had trouble doing things, but it has always worked well, and I get good help from Freshdesk Support.

Freshdesk has everything we need to have a professional, full-functioning customer support system. It handles our user guides and support tickets, making it easy on the admin side and the customer side. I like the flexibility of plans, as it can cover our needs as we grow..

Does a great job of assisting with the consolidation of support tickets from multiple sources to a single source. The core UI for logging and responding to tickets has been drastically improved in the last few months. Ample features on the free plan are really appealing, especially for startups and small & medium enterprises.

While the UI of the core ticketing system in easy to use, that of the admin panel and other configurations is certainly more complex and has a steep learning curve. The pricing is a bit prohibitive (especially for early-stage companies) if one opts for a paid plan as it operates on a per agent per month pricing model. Text formatting of auto-reply emails is fixed and looks quite pedestrian.

Consolidating support tickets from multiple sources into a single source with basic analytics across clients was the need of the hour. This was achieved after configuring Freshdesk to our satisfaction.

Been using Freshdesk and a few other Freshworks' products for years, though not for a huge project (for a few small projects). Love not just how Freshdesk works for support representatives, but also how it works for the clients (ie. frontend). Freshdesk Mint released recently is very eyecandy, still experimenting! Keep it up with the great work. :)

If i must say one, I would probably demand a cheaper plan for even smaller project owners. Also, a dark mode! :)

Being organised and able to help out my projects' users in a professional manner. Great for service quality.

The ease of distributing the different tickets to different colleagues

The older version was a little bit more clear, you had a better overview, but I don't know why I have that feeling

The problem solved by Freshdesk was the problem of not having an direct overview concerning the mails received and treated in our company. Also when someone is sick and therefore not coming to work, we still have the ability to treat his/her mails.

Support was helpful and fast. Explanations for implementation were simple. Service is always available without any lag in time. Forms are understandable and easy to use.

Application doesn't have possibility (dynamic settings) to be improved buy advanced users. After solution of problem I received to many emails to approve that problem is solved.

Faster fill necessary data by importing. Import function was blocked from some reason.

Simple Design and lots of customization option make the fresh-desk a more powerful tool. Easy to setup and ready to go like solution. Most of the settings are easy to customize. Scoreboard provide a healthy competitive environment.

Admin option can be simplify to provide better flexibility. Reporting can be improved.

Basically its helps to organised ticketing and help to achieve the business goals. Easy to organised and maintain ticketing.