Conditional and custom fieldsĬustom fields for tickets work very well in Freshdesk. I'll go into the solutions in more depth later. You can also insert solutions or canned responses directly from the editor.įreshdesk also lets you choose whether you want to insert a link to the solution, or the actual content itself.
You can also watch certain tickets by clicking on the star in the ticket, handy for tickets you spot that you want to keep an eye on. You can add private notes if you wish for other agents. When replying to an e-mail, it defaults to Send and then change the status to pending which I like. To the ticket view itself, I tested it with numerous replies/forwards/CCs, signatures, embedded images and attachments and they all work well in terms of formatting and display. In Freshdesk this is either on or off, this means if you want to generate a ticket without notifying the user you created a ticket (IE you need to review their support usage )) you can't stop that e-mail going out without turning them off all together. For example, in Zendesk you can say "if the ticket has a tag of internal, don't e-mail". A big downside of this though is you can't set rules on what gets an e-mail and what doesn't.
Unlike Zendesk you can format these replies with basic formatting tools and inserting placeholders is also a much better experience in Freshdesk.
FRESHDESK VS ZENDESK PRICING HOW TO
I like the way Freshdesk displays rules for notifications, all though not immediately obvious where they are once you find them in settings it's easy to see what is on/off and how to edit them. Client communication through the ticketing process
FRESHDESK VS ZENDESK PRICING INSTALL
This is an improvement on Zendesk though, where there is no notification at all though you can install a Chrome addon for Zendesk that resolves this which refreshes the view in Zendesk every 60 seconds. When a new ticket comes in you get prompted in the view and have the option to reload the view - it would be nice if this could just automatically reload the view, and after searching it seems like Freshdesk users have been after this for some time. When clients reply to e-mails, it adds helpful tags to let you know that the customer has responded making tickets that need to be dealt with in the queue immediately visible. This is nice as you can create a view you like and then save that view in the dropdown list at the top. The views in general offer a lot of options for filtering based on certain criteria inline (like Ticket type, certain requesters, multiple statuses etc. These are also clickable which takes you directly into a view with the relevant tickets (based on where you have clicked). There is a view in the dashboard that shows all unresolved tickets and counts in almost like a dashboard type view - a bonus of this view is it tells you where tickets are pending, waiting on a customer or third party too so you can get a good overall snapshot on what your support desk is doing. Something that is immediately obvious is the lack of being able to see how many tickets are pending/received in particular groups, though not a show stopper. The initial page that displays all open tickets is easy to use. The site is responsive to different screen sizes, but the default size seems fine to me. I like the user interface on Freshdesk, It's intuitive and has you up and running straight away. I'm going to review this as its own product and not make it a direct comparison to Zendesk, but I will be pointing out key differences as the two are so similar. I'm not using/reviewing Freshservice (a separate product) because I'm not interested in Assets, CMDB etc. I wrote a review yesterday for Zendesk, and I had a request to post up a similar review for Freshdesk, looking at the solution from the "unique" eyes of using it as a product in an MSP.
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