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Customer Service Suite

Freshworks Inc. | 1

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External reviews

2,963 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Steve B.

Simple support tool

  • August 09, 2017
  • Review verified by G2

What do you like best about the product?
The simple integration between freshdesk and freshsales.
To be able to have both customers in the same database and seemlessley swap between freshdesk and freshsales makes everything incredibly streamlined
What do you dislike about the product?
Notification of tickets not coming through on mobile by default. I generally don't use the app as I forget about it. I'm sure there is a way to turn notifications on with inside the app but haven't found it easily.
I'm using IOS and you can turn notifications on there, but I don't need every notification, only when a new ticket is created. That is what I can't seem to find
What problems is the product solving and how is that benefiting you?
Customer support front end. It's been great at catching people who land o our website. They come through to support@, then if a customer decides to look into purchasing then they automatically transfer to freshsales via sales@ and they become a manageable customer.
Recommendations to others considering the product:
Have a look at the whole freshworks packages. Very reasonable priced and link seamlessly together. I use freshsales and freshdesk together.
If your looking at getting the best out of your customer service then I recommend freshdesk for customer support and freshsales for CRM.
We started using freshdesk as a way to manage customer support and used mailchimp and sales force for bulk emailing and CRM. But swapping over from mailchimp and salesforce not only saved us quite a bit of money per month, it actually helped streamline our customer service. Having both products from the same company just made sense.

    Computer Software

Easy to use and set up

  • August 08, 2017
  • Review verified by G2

What do you like best about the product?
I like that the system is very intuitive for administrators. It is also very easy to use and set up for users.
What do you dislike about the product?
I wish there was an app for users as well.
What problems is the product solving and how is that benefiting you?
In the past I mainly used FreshDesk for handling tickets. But now I use it frequently to engage clients via forums.
Recommendations to others considering the product:
It's a great value. You also have a monthly contract which means virtually no risk in case you don't like it.

    Information Technology and Services

Easy to setup and use

  • July 31, 2017
  • Review provided by G2

What do you like best about the product?
I like that it is an entry point solution for small and mid-sized businesses to offer support to their customers. There is a free plan that would serve most small businesses needs and you can scale as you grow. It is also easy to brand to match your organisation colours and a generous free 3 agents in the free plan.
What do you dislike about the product?
The fact that live chat is not available in the free plan.
What problems is the product solving and how is that benefiting you?
Providing a centralized point of contact for customer support requests. This helps track the issues raised by customers and ensuring it has been resolved.

    Nicholas B.

Bumpy to start but overall good product

  • July 31, 2017
  • Review verified by G2

What do you like best about the product?
The fact that you can easily review new and old emails as well as add private notes to a colleague to give them quick access to view the ticket. Also I like that you can add solutions so that if you see the same issue arise you are able to view solutions and provide a quick response.
What do you dislike about the product?
Only 3 things really.
1. The emails don't go in chronological order they often stack funny and you have the last email then the first then a bunch in the middle top to bottom.
2. On my version you cannot copy and paste a screenshot in and have it visible to the party you emailed to.
3. You cannot drag attachments in or out of fresh desk you must manually search and load into freshdesk or double click and in freshdesk do a save and attach in outlook or wherever.
What problems is the product solving and how is that benefiting you?
Franchise support tickets. Over 100 franchises rely on us to support them and get them the answers they need. Fresh desk enables us to do that and use it as a team mailbox for the fastest results.
Recommendations to others considering the product:
Good product. Still some hiccups and things I'd like to see fixed but I'm sure that's in due time

    Mining & Metals

Good simple help desk support software

  • July 31, 2017
  • Review verified by G2

What do you like best about the product?
I like the simplicity of the software. Obviously we shouldn't expect that many features., but in my current company we wanted something simple so we went with Freshdesk.
What do you dislike about the product?
a little pricey for the features they offer. Not too bad though.
What problems is the product solving and how is that benefiting you?
Help Desk tickets tracking.
Recommendations to others considering the product:
just check out your requirements and check them with freshdesk. if Freshdesk can cover them then it's the way to go. simple and fast.

    Consumer Electronics

Freshdesk is a Great Scalable Option

  • July 28, 2017
  • Review verified by G2

What do you like best about the product?
Onboarding, customer management, agent management, and reporting are easy and efficient.
What do you dislike about the product?
The native reporting is not as comprehensive as I would like and I'd like to see more choices for add-ons.
What problems is the product solving and how is that benefiting you?
It made our onboarding process extremely easy, which was one of the biggest complaints we had with our old system, Microsoft CRM.
Recommendations to others considering the product:
It does not support mass emails/email blasts, so you will need to closely evaluate email add-ons. We like MailChimp.

    Gambling & Casinos

Fresh Desk offers great tools and features, as well as amazing flexibility.

  • July 28, 2017
  • Review provided by G2

What do you like best about the product?
I am very happy to share that the company I am working for profits on a daily basis from the knowledge and expertise of a great team of professionals that supports the Help Desk product.
What do you dislike about the product?
In order for the system to fully fulfill our business requirements some more features need to be added. However, we have to take into consideration that the Help Desk team is open to any new suggestions and business needs.
What problems is the product solving and how is that benefiting you?
Fresh Desk helps us to measure many important for our business parameters and to monitor the progress of our targets.

    Sami N.

Not so fresh

  • July 27, 2017
  • Review verified by G2

What do you like best about the product?
The customizing to your own processes.
Automatic e-mails after status updates are awsome and incredible timesaving.
What do you dislike about the product?
The design. Those big dropdowns on the side.
The bad owerview in long tickets, when every entry got the signature and the quoted text with.
You always have to reload the page.
And often when a customer replies it creats a new ticket.
It is not running smooth.
What problems is the product solving and how is that benefiting you?
Whole email communicaton with our customers.
Working across teams is easy and transparent.
Recommendations to others considering the product:
You need skills to customize it and you need time.

    Toshiyuki H.

One of the best SaaS for customer support

  • July 21, 2017
  • Review provided by G2

What do you like best about the product?
It's really easy to use even Freshdesk has a lot of features, and the performance is also good, no stress for using. Also, it has many integration option with other services such as JIRA, it os really convenient too.
What do you dislike about the product?
Nothing really - it's really great. If anything, there are some room of improvement for admin UI's navigation.
What problems is the product solving and how is that benefiting you?
Managing and tracking customer's issues, Freskdesk helps us to do it in very simple and effective way.

    Claudia H.

Excellent CS Solution

  • July 20, 2017
  • Review verified by G2

What do you like best about the product?
- User friendly
- Easy to Implement
- Simple set up
- Great UI
- Customizable
- Outstanding Customer Support
- All-in-one CRM solution
- Great tutorials
- Excellent for small or large teams
What do you dislike about the product?
Could use a few additional functionalities - i.e. the ability to bcc when creating a new ticket. Swapping out from email address. A better solution for AR bounce-issues. (please, see forum feature requests).
What problems is the product solving and how is that benefiting you?
FreshDesk enabled our team to effectively & efficiently consolidate tools for email, phone, & knowledge base and provide support via one platform.
Recommendations to others considering the product:
I would definitely recommend FreshDesk as a CS solution.

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