Freshdesk provides an automated ticketing system which reads and sorts through all incoming tickets, assigning them to the most appropriate representative,.
Freshdesk uses a common policy called SLA (service level agreement), with pre-defined parameters for service workflows. You can use a standard SLA policy for all of your customers, or you can also create custom SLAs for priority customers with specific needs and requirements. Through the Ticket tab you can set all your ticketing rules and workflows for your ticket system.
In order to keep the lines of communication between your team and your clients in need of help open, Freshdesk allows you to transform your company email into support tickets. These emails are set up as automatic response to requests emails, letting your clients know that their request has been received and queued, and that an agent will contact them promptly. You can also define behavioral rules for requests so that certain tickets are routed to the most appropriate support personnel.
Automate business rules for specific customers using the ticketing sytem
Freshdesk gives you the option to use your own branded email address when sending request responses, rather than the one that Freshdesk automatically assigns you when you first sign in. To help ensure that your help desk emails are not treated as spam, Freshdesk recommends that you create an SPF record of your emails in your DNS zone file if you are using your own domain.
Freshdesk's FreshThemes feature enables companies to offer a consistent visual experience across their company and helpdesk webpages. This can be done through pre-defined themes or you can customize themes through the use of Javascript and CSS code.
Configure your self-service portal to reflect your company's brand
Freshdesk's Self Service Portal provides your clients and agents with a singular place to find all the information they need to get answers to the most frequently asked questions with a knowledge-base of technical and training advice. The Self Service Portal in Freshdesk serves as a space that holds all your important company documents, such as fact sheets, company handbooks, and brochures, as well as self-help tips and articles. You can create a knowledge-base for either public consumption or exclusively for staff, or both.
Through the use of forums, Freshdesk continues to encourage conversation and feedback between your help desk team and your clients. The Forum section provides several tools to keep these lines of communication open. Tools included within the forum section include Announcements, Report a Problem, Tips and Tricks and Feature Requests. You can use these tools to post important updates and make announcements, as well as to receive feedback from your colleagues and clients. Within each of these tools you have the ability to create a topic, you can input information to each topic and save it within the portal for further discussion.
Provide a customized self-service portal for clients and staff
Freshdesk helps users to automate tasks and save on ticket resolution time through integration with multiple platforms. This includes email integration, a feature which allows agents to manage, update, reply to and assign tickets directly from their email accounts as requests come in. You can configure the settings in Freshdesk so that all emails sent to your account are logged as tickets, they can then be categorized, prioritized and assigned to the correct agent. You can also set up automated email actions such as sending acknowledgement emails or notifications.
Another emailing features of Freshdesk includes "Email to Knowledge base". This feature automatically converts email threads or ticket replies into articles in the knowledge base article. These emails are saved as drafts which can be edited before sending them to the knowledge base for publication.
Other channels supported by Freshdesk include social media platforms such as Facebook and Twitter. You can be notified of all customer activity associated with your brand on either channel and reply directly to these in real time. You can also use Freshchat, Freshdesk’s live-chat solution and Freshfone, the software's integrated voice telephony system to provide further support channels to your clients, as well as to track tickets from multiple sources.
Provide social support on Twitter through Freshdesk
The Freshbooks software offers a number of reporting features for measuring time and productivity. These features include an integrated time tracking tool which allows your agents to measure the time they spend on various support tasks. This tool can use this information to automatically generate time-sheets, even differentiating between billable and non-billable time spent.
Agents can assign themselves to tasks and then start the task timer to measure the time spent on each task. Admin supervisors can also assign agents to specific tasks, subtracting and adding total time spent on overall ticket resolution. Freshdesk data can be automatically fed to other third-party applications, including Freshbooks or Harvest, and compiled to generate client invoices and payments.
Freshdesk's At-a-Glance Reports feature allows you to get a quick overview of the activity of you entire helpdesk, as well as individual customers, agents and teams. Freshdesk also provides reports that let you identify your top performing agents and teams, as well as your based clients. You can use this tool to compare agents and customers using key metrics to see how they perform against each other.
Compare agents' performances using key metrics and graphic reports
The Freshdesk help desk solution includes an agent collision prevention feature. If another agent opens up a ticket you are working on, you will be alerted through a flashing icon next to your open ticket. If another agent is already writing back to a customer, a pen icon lights up on the screen to inform you of this. If you have a ticket open and an update occurs, then the refresh icon will light up. If you click on this you will get access to all the latest information associated with that ticket.
The "Ticket Watchers" feature alerts you to tickets that are of specific interest to you. For example, this might be a ticket that was assigned to you at an earlier stage, or one that addresses your area of support. You can set up email notifications associated to ticket topics and specific ticket activity. With this information, your sales teams can prepare valuable metrics for use during their next call with a client.
One of the newer features that Freshdesk added last year includes Freshdesk Arcade, providing the ability to gamify your help desk activities. By using the Freshdesk Arcade feature you can incentivize your staff to meet targets and send staff on certain "quests" to earn points. The tool will reward teams and agents based on a point system that determines the quality of their service performance, based on speed and customer satisfaction.
For example, teams or agents that solve customer issues in a more timely manner get certain badges, virtual trophies and a number of points that send them climbing up the leader board, an appropriate reward system can then be determined by the company.
Assign badges and reward points to the best performing agents using Freshdesk Arcade
Most popular features of all Customer Management apps
Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.
25 reviewers had the following to say about Freshdesk's features:
It's a well-designed user interface and plenty of third-party integration possibilities keep this platform competitive as users' businesses grow.
Our Current Challenges: Manual & optional data entry with the current vendor Under-utilized system with a premium price Lack of repository for incidents Data consistency issues Reporting difficulties Lack of accountability and transparency
Pros
Any new contact added to the RingCentral directory automatically syncs with the Freshdesk database and is associated with all existing tickets on file. 3> Automate support: We could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks including assigning tickets based on caller profiles, modifying caller properties. 4> We could create 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection. 5> We needed better reporting and root cause analysis of all our CSR calls and were doing it manually.
Cons
1> With regards to other telephony VOIP services like RingCentral and Vonage, they have a basic integration and is not extensive.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats.
Pros
Social Networks: Integration with Facebook and Twitter, so it makes easy to answer all questions and direct messages from my clients.
Cons
It's not stable. Gives some issues. It´s not possible to have agents in different plans in the same portal.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Pros
The most like feature is email automatically convert in to ticket.The support of software is very good.Can be used to grow customer engagement.
Cons
The feedback option is up to mark it should be integrate with third party software like office 365 book appointment etc.
Rating breakdown
Frequency of use: Weekly
Likelihood to recommend
Pros
It allows the business to handle directly customer queries and complaints using a ticketing system. The dashboard allows to see all of the open tickets, unresolved tickets, overdue tickets, tickets on hold, unassigned tickets, etc.
Cons
The free plan is great for email and platform support, but for chat, time tracking, surveys, CRM and other integrations needs to be updated to a monthly plan.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Other
Likelihood to recommend
I've personally run a number of different IT organizations in my career and by far, this takes advantage of the best technologies and user experience interfaces to present a -usable- and full featured service to clients and engineers.
Pros
- Excellent UI - Extraordinarily easy to get started - Instant, comprehensive telephone support for admins - Features that actually deliver customer value - Low financial barrier to entry
Cons
- Email integration works perfectly, but the backend architecture leaves a lot to be desired.
The reports are very clean and the navigation and customisation are very handy when we are concerned for the clients.
Pros
It supports third-party integration by which it is possible to connect with the many popular social media channels and CRM solutions.
Cons
The reports the software products are basic and there can be improvement in terms of providing adminis some analysis of the data.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Easy customer response online and via mobile app
Pros
We also likes automatic suggestions that gave customers possible solutions based on what they were asking.
Cons
Ticket creation via email sometimes created extra tickets or tickets from spam messages.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Was able to implement a cost-effective help desk solution that integrates with our CRM.
Pros
Love the capabilities to implement our own templates to the look and feel in a very straightforward way.
Cons
There is no way to bulk import tickets if you're migrating from an existing system without contacting their support team and having them do it.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
I like that it integrates with the mail directly.
Pros
The product is customizable, you can add fields according to the need we have, you can conduct surveys.
Cons
That you do not have the way to calculate the sla depending on the type of problem that some client has.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Freshdesk has an amazing and intuitive import feature unlike its competitors.
Pros
Freshdesk has a great dashboard that provides exceptional visibility at all times.
Cons
The only con I can find is the inability to save custom reporting.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Accountability between different employees and customers in a centralized location
Pros
Keeping track of customer interactions / tickets and Slack integration. Whenever there are issues in terms of he said she said, we can quickly find the answer.
Cons
Mobile app isn't very comprehensive and I need to get to a desktop if I want to run reports.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Being able to view reports and having integrations with other tools such as Slack keeps issues easy to track and update.
Pros
I love how Freshdesk keeps all our tickets neatly displayed on the dashboard. That way we can identify which issues are urgent and also under which category.
Cons
The navigation can be a little cumbersome at times, needing to click through multiple pages to get to the information I require.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Weekly
Likelihood to recommend
Amazing solution for assisting eCommerce customers after custom coding of solutions and database. Very reliable software for all of your customer service needs
Pros
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged -Custom fields allow one to use Freshdesk as a pseudo-database, accessing requester information immediately.
Cons
-Chat feature is not the best solution that exists -Quite expensive to access custom features and customization -Slow to very slow if custom-coded(3s+ to open tickets) -Regular contact fields are limited(only 2 telephone numbers)
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
You have to give it a go, once you see inside you realise quite how much it can do.
Pros
To be able to have both customers in the same database and seamlessly swap between freshdesk and freshsales makes everything incredibly streamlined
Cons
I would like a more compact ticket interface. That's the one feature I miss from Spiceworks.
Rating breakdown
Time used: 1-2 years
Frequency of use: Weekly
Likelihood to recommend
Pros
I am particularly fond of two elements: social media integration and multi-brand management. freshdesk found a clever way to integrate social media platforms (Twitter, Facebook, and alike) into its system.
Cons
If you deal with multiple channels, brands, customers, searching for the appropriate message might take longer than quickly creating it from scratch.
Rating breakdown
Time used: Less than 6 months
Likelihood to recommend
Recommendations to others considering Freshdesk
I recommend testing several scenarios and business cases, including some focused peak tests.
support time
Pros
1- Great UI interface. 2- Simple navigation. 3- Offers many customizations and integrations. 4 The relationship management between tickets.
Cons
Freshdesk is ease in use and there is nothing that I would not like about this service. I'll recommend it to everyone who are in need of helpdesk/support type of solutions!
Rating breakdown
Time used: 6-12 months
Frequency of use: Weekly
Likelihood to recommend
We are able to respond to our customers quickly it's easy for managers to ensure that no one was left without a reply.
Pros
Freshdesk has an integrated customer portal and help docs. The UI is pretty modern and friendly but there can be lots of clicks to get what you want.
Cons
The integration with zoho crm is not good.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Freshdesk helps us keep track of customer communication.
Pros
Customer support is decent for not being in the US and the platform is stable.
Cons
Does not have much integration with our current billing system.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Easy to control and manage my company support team, having statistics, reports and visually overview of how good are we attending our post sales costumers.
Pros
Tickets are made automatically by incoming emails from clients, lots of perks.
Cons
They only thing I don't love is that it has a free level: Sprout, then first paid level Blossom, then Garden and State, Blossom is just too basic, garden is just basic +, the wonderful level is State but cost per agent per month and become a little steep, still cheaper than SalesForce, etc. but from Basic level to sweet level he difference is much, It will wonderful if the State level would cost in that price range much companies will use it.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Their support guys are great.
Pros
Sharing the burden of thousands of request from our customers within our team, without dropping the ball
Cons
It still lacks some easy integrations like with Google apps and with crm software, so we only need one platform
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Get automated responses on customers queries; be able to manage chat with customers in real time, and even set up a chat bot.
Pros
This is a very ease of use software; customizable, and can be integrated with other products of the Freshworks family.
Cons
But once you jump to the top versions, you get full of customizable reports.
Rating breakdown
Time used: 6-12 months
Frequency of use: Weekly
Likelihood to recommend
Pros
We just forward it to Freshdesk and it's automatically added as a new job in the system.
Cons
If you aren't paying enough attention, it's very easy to get tons of duplicate tickets, and it really clutters up the interface.
Rating breakdown
Likelihood to recommend
Recommendations to others considering Freshdesk
Make sure to review how you are planning on entering jobs into the system, and make sure the system you are looking at does that. Also make sure you have the option to track your time.
Complete support management.
Pros
Not only is it easy to use, it's also very affordable.
Cons
The new FreshWorks integration makes using multiple FreshDesk logins completely impossible.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
