Freshdesk Valuable Features

Alexey Timchenko - PeerSpot reviewer
Senior Vice President Information Technology at TASC Towers

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost. This has given us a clear vision of our IT team's performance helps us efficiently address and prioritize customer issues and provides a streamlined and organized approach to support.

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ElvisHenriquez - PeerSpot reviewer
Senior Services Manager at NextCom Systems Inc

The candidate's response has been the most valuable aspect of the solution. They are up-to-date and respond well to users.

Technical support is outstanding.

It has a lot of features and integrates with a lot of systems. 

It's very straightforward and does what it does. It's really, really good.

The solution scales well.

It's stable and reliable.

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Ehwsf Duhsf - PeerSpot reviewer
Senior Executive ICT at Avarna

The ticketing system is smooth, but since we use a free version, we do not have many facilities available. Facilities like CAN messages, FAQ facility, and Auto Resigning are really helpful.

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Buyer's Guide
Freshdesk
March 2024
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
SK
Vice President at Sysnet Global Technologies

Omnichannel is one of the most valuable features of the solution. It also has certain built-in features similar to the ones provided by ManageEngine. So, it is now highly configurable in terms of workflow.

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Amit Lavi - PeerSpot reviewer
VP Customer Success at Secret Double Octopus

The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.

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DS
Freshdesk/Zendesk Consultant at a retailer with 10,001+ employees

This is the best tool. There are so many good features, however, one of the main, best features is the restrictions allowed for the agent. With a few mouse clicks, you can change the restrictions for them. For example, what tickets they can see, or what features they can use. 

You can put in some custom apps. It is quite easy to program custom apps and integrate them as Freshdesk is very open with tutorials, and they jump in whenever the programmer has issues.

You can learn the solution yourself rather fast. It's not complicated to use. Basically, what you see what you get. You don't just have to use it out of the box; you can find workarounds easily. 

One of the main benefits is that it is not complicated and the layout makes it easy to find what you need. Everything there, including email notifications, automation, SLA policies, customer sales sections, and so on. It's labeled. It's not complicated. When you click on something, you know what you will get, basically.

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AA
SAP-Program Manager at Axium Packaging

I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. 

The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before. 

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Salman Naeem - PeerSpot reviewer
Assistant Manager at a tech vendor with 51-200 employees

It has a user-friendly interface and manages tickets very well. It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base. If we want, we an upload our knowledge base. The canned responses feature is great for reducing response time.

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FR
Head of HR and Training at ProSpark

What I found the most valuable about Freshdesk is that it generated reports for us, which helped us identify the status of requests and the aging of requests. There are certain levels to a ticket depending on the category. Whenever we downloaded the report, we were able to see the aging of the tickets, ensuring that we were 100% with the SMAs that we've committed to your client.

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Jovana Pavlovic - PeerSpot reviewer
Senior Back Office Manager at a financial services firm with 51-200 employees

It is very easy to make reports. There are a lot of tags on every ticket. As a supervisor or as a head of a certain department, you can easily make reports for every agent on your team. 

The solution is stable.

It's scalable and is able to handle big workloads. 

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DB
Application Manager at a retailer with 10,001+ employees

The easy integration, open APIs, and their overall product, which can be integrated with in-house applications have been valuable. We have also been able to connect and integrate our social media accounts into our in-house ERP system. 

Using Freshservice, our agents are able to see the full communication history with a customer in each ticket. This provides context for every agent, even in instances where we have new agents join the team. The solution also allows for the grouping of communication by employee ID which has been useful. 

This solution allows us to auto-assign and close tickets if there's no response within 48 hours. We can upload separate holiday calendars and time zones for India, Europe, the UK, or regions that update times stamps for customer communication based on these different times.

Freshdesk releases new features every few months based on the needs of their customers or the market.

Finally, very little code is required to make changes to the system.

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BW
Business Systems Analyst at a transportation company with 5,001-10,000 employees

Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.

Its simplicity is valuable. It is straightforward and very easy for people. When we brought it in and moved from Outlook to ticketing, the concern was that a lot of our teams are older folks. They've been doing the same job for 15, 20 years, and they're not as likely to be as happy about the change. It was interesting to me that the older folks loved it and caught on to it so fast. The old timers, the people who've been there and doing their job, loved it. They never wanted to go to anything else. They absolutely loved it. The younger folks were like, "I wish it did more." When the younger people came into it and they realized that they could actually configure their own custom workflows for their stuff, they loved that. It was a lesson learned for me on what to train them on and what to give them access to because there are really good ways to set it up where it is not putting the system at risk.

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SW
Director of IT at a wholesaler/distributor with 51-200 employees

Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.

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ON
Product Manager at RelianceHealth

We currently don't use calls for Freshworks because of our IT provider in Nigeria. However, we use email and chat, and they both work well. Some new features that they recently released will give the chat, Freshchat, more functionality than Freshdesk. We were using Freshdesk before, but we are right now on Freshchat.

The UI is also easy to use.

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Alexey Timchenko - PeerSpot reviewer
Senior Vice President Information Technology at TASC Towers

The solution is very easy to configure. It will not take a lot of time to configure.

It's a product that is very easy to use and very user-friendly. 

It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets. Right now, we are in a big development stage with our business. 

The solution is very stable.

The scalability is good.

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PV
Operations Manager at Instant Travel

The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.

We were previously using OTRS on the on-premise server and there was limited space for us. With Freshdesk, we don't have to worry about that because they actually have a cloud version where you can store more information. Also, the analytics of Freshdesk, for me as a manager, make my life easier tracking the performance of the customer support team.

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KR
Asst. Vice President at a performing arts with 1,001-5,000 employees

The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well.

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TW
Product manager, BI consultant at a tech services company with 1,001-5,000 employees

One of the most valuable features is the multi-agent system, although this is possible with most CRMs. There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues. 

Freshdesk also provides useful data for the tracking of tickets and their statuses using time stamps. We have been able to implement different interventions for such as calling a customer when certain timestamps are made.

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it_user339399 - PeerSpot reviewer
Operations Manager at a retailer with 51-200 employees

Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and flexible tool.

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it_user333843 - PeerSpot reviewer
Senior Technical Analyst at a computer software company with 51-200 employees

The most valuable features of Freshdesk are the completely customizable solutions center (assuming you have LOTS of patience), the ticket automation, and the reporting.

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MZ
Customer Service Manager at HOI

The organization between other departments is the solution's most valuable aspect.

The interface and dashboards are user-friendly.

The pricing is okay.

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HP
Operations Manager at Be You Plus

The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets.

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it_user474846 - PeerSpot reviewer
Customer Relations Advisor at a tech vendor with 51-200 employees
  • 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.
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it_user347652 - PeerSpot reviewer
Mobile Developer at a tech services company with 51-200 employees

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.

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it_user276189 - PeerSpot reviewer
Head - Customer Support Desk with 51-200 employees

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

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it_user337791 - PeerSpot reviewer
Lecturer at a university with 51-200 employees
  • Ticket system - provides us with support tickets submitted by customers from various sources
  • Sharing - team members can share progress of tickets
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Buyer's Guide
Freshdesk
March 2024
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.