Freshdesk Reviews

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

The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, and the ticket automations allows us to set priorities on incoming tickets based on who is submitting it. Both of these features make it easier to handle escalations and help draw our attention to the customers that need it the most.

The most frustrating thing is definitely the solutions center customization. For starters, they shouldn't change the base CSS for existing templates in random updates, breaking layouts that have remained static for six months. Aside from that, providing more documentation on common requests would be helpful.

We switched to Freshdesk about eight months ago.

Coming from Zendesk, we had very little issues with deployment. We were able to upload a zip file of all our old tickets, and Freshdesk automatically populated our database. Transferring help articles was nightmarish, and it wasn't worth it to stumble through the lacking documentation to learn the API enough to import them all (we only had about 100). We ended up manually copying/pasting the intact HTML code from Zendesk into Freshdesk and hosting all the images on our own server, which was fairly quick, but definitely not ideal.

I've only reached out to Freshdesk support a few times, and they've always been responsive and helpful.

We switched from Zendesk for numerous reasons, but mostly because of problems on Zendesk's end as opposed to features in Freshdesk. The reporting, simple customer satisfaction surveys, and gamification in Freshdesk certainly did help push us over the edge in favor of it, though.

Everything was simple except importing the help articles, which was awful. Aside from that, customizing the solutions centre stylesheets/page layout was very, very time consuming, but that's more unforgivable considering the heavy customization we were doing. We needed to use quite a few hacks and reach out to their support team for help with figuring out how they handle pagination, but again, nothing I wasn't expecting. the support team was great.

I did it. Assuming you have your tickets in a .zip file, everything is smooth sailing, but you'll need to be somewhat technical to move help articles or heavily customize the help centre since you're injecting raw CSS.

The only advice I have is to keep it simple, at least initially. There is so much you can do in the admin panel that you can get lost in there and end up with some janky automations or incoming ticket rules that don't quite make sense, and then you don't remember where to go to change it back. Tackle the admin panel one section at a time unless there's some things you know you cannot live without.

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.

It helps with having faster communication and actions from the client.

I want to see it integrated with C# for Android in the next version, as it is currently only integrated for Java.

I've used it for almost three months.

We have encountered lots of issues from observations of our QA. Some issues we face are concatenated (new line) as it displays '=0' and differences between line spaces, but they immediately fixed those issues.

We're still waiting for resolutions for others, such not being able to recover lost data or tickets. For example, if I logout and login again, here's a delay with sending and receiving ticket, and it can't be integrated into our app in C#.

8/10 - since they are always active and take actions if possible.

As we are still waiting for some features which are supposed to be in the next release, we have built our own APK.

It is simple and easy to use. All you need is the MobiHelp SDK, the credentials that they will give to you, and some codes.

If you are an Android Java developer, it's easy for you to implement this product in a day, or possibly less.

• Ticket system - provides us with support tickets submitted by customers from various sources
• Sharing - team members can share progress of tickets

• We can follow up on tasks.
• Our team members can sharing tickets.
• It provides the actual status from divers department.

There are issues with technical incidences, such as not being able to receive messages from certain email addresses.

I've used it for six months.

Not much, however it can be difficult to comprehend for some team members.

8/10

8/10

I did, however this one is the most complete solutions.

It was complex to set up the parameters.

It was done in-house.

It's pretty good.

It's a great tool once everything is in place.

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

Through chats we now connect with a bigger audience and satisfaction surveys have allowed us to know clients' points of view in a better way.

Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself.