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 10.0 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.
It is an amazing experience using Freshdesk. Customer support is best
Pros
Usability, tracking, reporting, API, team management, Automations
Cons
No option to split a ticket from a point, API have very limited data points that you see on the dashboard
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Freshdesk ticks all the boxes when it comes to building an amazing helpdesk service
Pros
Simple and intuitive user interface Great user experience Integrated gamification Automated support Portals customization capabilities Inexpensive ticketing and chat
Cons
Ticketing features could be improved in terms of usability VoIP integration featre set is not very extensive Reporting could be more customizable
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
Product is extremely customizable. Its menus and layouts make it very easy to make changes to your help desk.
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
You can see in real time cases you have open, closed, pending
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
Pros
Intuitive and ease of use Email commands Task dispatcher knowledge base - articles a normal user can learn and work on this in less than 5 min.
Cons
Integration with platforms like YotPo A bit better reporting Social media support - Incorporating and ticket tracking.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Easy to use and track tickets and agents . easy to track SLA of customer.
Pros
Alerts / Escalation Email Integration IT Asset Management Self Service Portal Service Level Agreement (SLA) Management Ticket Management
Cons
There's no document storage feature which can be added further.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Pros
Very customizable Ease of use Total re-branding responsive support
Cons
Need more integration with other enterprise software
Rating breakdown
Time used: Less than 6 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
We have been using this tool to handle the tickets/emails received from customers to resolve the reported issues, solve their queries and help to get them onboard smoothly.
Pros
- Management of tickets - Conversion of tickets to different emails - Integrations with lots of tools - Gamification of ticketing system - Automations provided
Cons
- sometimes it gets slower - data analytics can be better - can be a bit more user-friendly - can be expensive for small organization
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
It has made a good impact on our day to day help desk activities.
Pros
The software has a nice interface, a mobile application and covers most of basic ITIL functionality in a friendly manner.
Cons
Lacks some basic feature (Requester cannot submit a ticket for someone else, you cannot reply back to a respondent other than requester of the ticket and no report creation for Project Management modules).
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
The best thing about freshdesk is the ticketing system as it allows us to keep track of all the activities and their customer support was also helpful.
Pros
Intelligent ticket assignment 4. Reports 5. Custom Apps Integration 6.
Cons
It is a perfect customer support software but still, there's no feature of adding a bcc while creating an email.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
The agents are able to work together with better ease and be more efficient with the email notifications on ticket actions.
Pros
Customer portal, ability to support multiple products, customization of statuses/dashboards/setup, email notifications with ticket activities, real time help from FreshDesk agents to support our team when questions come up, collaboration tools for agents (private notes, chats, etc), notifications when another agent is viewing/working on a ticket (prevention of agents stepping on toes/rework)
Cons
I've worked with very supportive agents, but the software is not setup to generate the reports I need or to create customized reports for what I'm looking for.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Using FD as a ticketing system is easy to set up and maintain, however, the limited reporting functionalities make it hard for management reporting and the lack of automated reports makes it hard to use a 3rd party reporting tool
Pros
Flexible, intuitive, easy to set up and maintain, useful live dashboard functionality.
Cons
Does not allow the option to set recurring export, lots of known issues and bugs, limited reporting capabilities.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
I would have preffered an interface to Export data to an external SQL database.
Pros
- Ease of Setup and usage - clear design - Great support - Easy way to implement automated Tasks - Great performance
Cons
- no interface to export data to an external SQL database (e.g.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Totally changed the way we deliver support, made it much easier to track everything, and gives us some decent reporting too. So much better than email or JIRA service Desk (what we were using before).
Pros
.) - Slick support portal - Good automation tools - Great integrations and API options (Slack and JIRA work well)
Cons
- Lack of functionality/separation for a multi-product setup (the only real separation between products is the 'Product' metadata field and the support portals - ideally we would like separate lists, and bespoke ticket fields & signatures for each of our products we support) - inability to create 'new pages' in the support portal. - Lack of functionality in the Contact and Company sections - filtering, sorting, custom column views?
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Better team organization in emails management.
Pros
The tool is easy to user, reporting features are really advanced and help us drive our activity. Scalable.
Cons
I don't have munch cons for this software. The one thing that would help us deploy to more use cases would be a lower price.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.
Pros
- Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution
Cons
Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
For our 1st ticketing system, it's perfect. we've used it after testing zendesk
Pros
Integration with Email is the best. also has many integrations with other software.
Cons
Poor dashboard, Advanced Reports are available at higher plans which is soo expensive. the mobile app is not as good as the web.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
This was my first time interacting with a product of this sort and it's like a customized inbox of emails with extra details that help you prioritize.
Pros
I like the customizability of the software.
Cons
There are too many options that it makes it difficult to navigate through. This is the initial hurdle and after you are familiar with the platform, it is not bad at all!
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
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: Occasionally
Likelihood to recommend
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
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
Seamless integration with most platforms. Custom integration possibilities Reporting and tracking is superb
Cons
Bummer that we cannot use our own SSL certs as they become expensive if you're buying 4-5 at a time.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
