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Businesses of all sizes across the world trust Freshdesk to provide remarkable customer service.
Small to medium-sized IT service providers and MSPs who want to provide excellent customer service.
Freshdesk is an effective channel for providing great customer services. It helps me managing multiple stores and providing responsive services to my clients.
This means that tickets sometimes get lost, and following a ticket doesn't support me much. Also, tickets can get lost when transferred to another team.
Happy, good support and account management and good value for money compared to other services in the market.
The amount of standard features missing from a standard inbox are really disappointing - such things as being able to send to multiple recipients, saving drafts and the search function.
Applications/Addons are great for customizing. Integrations with other products are fantastic.
See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.
What a good platform that helps solve work problems in addition to concluding agreements, with the ability to collect all important messages, which makes it easy.
Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow.
Take Control is a very nice value add for that package and a pretty nice remote management tool in of itself.
The UI is ugly, and there are no way to start a chat for yourself, you have to receive a message from support to start chatting, and the buttons for showing/hiding the chat are not very visible.
As I do most of my work remotely this product has been steady and reliable in both maintenance and support of end users. I very happy with the product.
When ending a session the remote computer is locked and this can be annoying. Maybe there's a setting to stop this but its not obvious and should really be optional not default.
The remote connection is pretty quick and stable, and the alert for the connection is a pop-up window in the center of the screen, something very useful to get help quickly.
Most of our other platforms and service options have a rebranding scheme that is lacking in Take Control. We use this primarily as a backup connection should our RMM remote have a problem.
The connection quality and speed is fine, and the features that they offer are what I would consider standard remote support tools. Connection speeds are much improved from prior versions.
The fact that we needed to purchase an add on product to start ad hoc connections is a bit disappointing. His functionality really should be integrated into N-Central.
Kayla B.: Hi, my name's Kayla. I am a communication coach, and I work for a small team of seven people, and I would rate Freshdesk a five out of five. Before Freshdesk, we were using a manual just emailing system to get back for customer support to our clients, and we moved to Freshdesk to streamline that customer service process. Freshdesk felt like a pretty obvious solution after hiring some people on the team to work specifically in customer support, and for them it was the obvious solution. They showed it to us, it seemed like a good price, good bang for our buck, and we went with it and it worked great. Freshdesk was super easy to integrate into the system. We had someone that was specialized in customer support to help train us on how to use all the best parts of the software, and it was super easy to just start to delegate certain tasks to the people who had the best knowledge to work on those tickets. And yeah, it was a pretty seamless integration process for our company. If you and your team are considering Freshdesk, then I would recommend just trying a free trial for a little bit with your team. See how easy it is, very simple to use, especially for people who are not very good at tech, which was my case in particular, but I still had to help with customer service from time to time. So do a free trial, see how it works for your team and integrate it if it feels good.
Prioritize real-user-identified key features according to your needs to find your best fit.
Freshdesk
Top FeaturesTake Control
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