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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.

    Information Technology and Services

Great Ticketing Tool

  • August 15, 2019
  • Review provided by G2

What do you like best about the product?
- Flexibility
- Customizable
- Great integration with Email and another IT Service desk tools
- Great support from the vendor
What do you dislike about the product?
- I believe that the GUI needs a revamp to match nowadays standards.
- The price is somewhat high among others similar solutions
What problems is the product solving and how is that benefiting you?
We were needing a ticketing tool because we were handling internal tickets through email.
Freshdesk made our life so much easier.

    Miguel Alberto Z.

Help desk to manage customer service in a comprehensive manner.

  • August 15, 2019
  • Review verified by G2

What do you like best about the product?
Freshdeck is a software created in 2010, which came to market with the firm intention of supporting companies in strengthening customer service through chat and telephone service. But Freshdeck is not left alone with these attributes, you can also use other tools such as emails, social networks, technical support, and its innovative tool, called tickets, which serve to generate cases of your customers and track their requests, know the number of workers focused on the customer's request, and establish internal communication. You can also use the software integration options and thus have customer information in the databases that Freshdeck offers you. As it is a very massified software, Freshdeck has support in many languages and time zones, so you will not have problems when acquiring it and configuring it according to the regulations of your country. A software that boosts productivity and allows you to improve customer service.
What do you dislike about the product?
Evaluating the characteristics that Freshdeck has and how I have used them to improve my work performance and the treatment of our customers, I must add that this software is very safe, reliable, and promotes the improvement of customer service through a series of tools such as chat, telephone service, integration of social networks and other software, the database, technical support, support for more than 20 languages, among other tools. All these tools work optimally allowing me to meet my goals at work.
What problems is the product solving and how is that benefiting you?
We have managed to improve our relationship with customers, offering the best care and the products they request thanks to Freshdeck, as it is a help desk that fits very well to the pace of work of large companies and their customer portfolios, we have also established a large database of our customers, placing us as one of the most important companies in my country.
Recommendations to others considering the product:
If you acquire this software and use it in your company I can assure you that you will improve considerably the relation with your clients, and you will be able to organize an integral system of collection of information of all the clients where you will be able to handle chat, telephone calls, social networks and many more benefits. Acquire Freshdesk and optimize the relationship with your customers.

    Information Technology and Services

A Fresh Solution to helpdesk

  • July 31, 2019
  • Review provided by G2

What do you like best about the product?
I have used Freshdesk for a few years now. The product is so easy to use that there is no down time in having to learn a new product. I also like the mobility of it. Tech can use it on their phone, tablet, or computer. I think I like the best that I can add custom fields and notations. This way you can make it custom to your situation.
What do you dislike about the product?
I don't know that I dislike much about it. I have never really had any issues that they could not address. The price is not bad but I guess if I had to choose something to dislike is pricing for bulk users. But again this is a solid product.
What problems is the product solving and how is that benefiting you?
Mobility...With this product I can have techs use their phones and not have to have a computer for them to sit at to add information. This saves us money plus allow real time action for tickets and lets customers know.

    Jackson D.

Perfect tool for helpdesk management

  • July 30, 2019
  • Review provided by G2

What do you like best about the product?
It's probably the easiest to use helpdesk management tool I have used so far. All of the layout is easy to read, with very minimal need to learn how to use the tools. The fact that there are automated notifications makes it far easier to update each team member when it comes to ticket delays or needing to meet SLA times.
What do you dislike about the product?
Nothing I really dislike so far, if I had to say some inconvenience is that the mobile app is not the best, but still alright. I think that the mobile app is not designed to be able to intake as many of the high volume of ticket loads that an enterprise environment gets, so in our case we get almost a hundred tickets per person, which might create a delay for opening the app and viewing tickets.
What problems is the product solving and how is that benefiting you?
The best thing we are doing with this is helping our customers. From a user standpoint, we are now able to allow users to create tickets seamlessly, provide self service options, and provide great documentation to be able to find out answers to issues that are common in a much quicker and efficient manner.

    Rex J.

Great tool to provide internal helpdesk management

  • July 29, 2019
  • Review provided by G2

What do you like best about the product?
There is a lot of great functionalities that freshdesk uses that make sense. Instead of having a ton of different features that never get used, the tools used here are all very essential, like the ability to connect related tickets for consolidation.
What do you dislike about the product?
Mobile application definitely is not nearly as robust and well designed as the web version. Can be improved significantly
What problems is the product solving and how is that benefiting you?
We use this for our helpdesk management system. It's extremely beneficial to have this tool to manage incoming tickets and merge existing tickets with duplicates. We also use this for our self service portal for requests as well.

    Public Relations and Communications

Great App for Customer Service

  • July 29, 2019
  • Review provided by G2

What do you like best about the product?
Freshdesk is a great app for customer service, you can talk with customers through messengers, through emails, you can add files, pictures, you can add multiple different solutions and much more.
What do you dislike about the product?
Nothing really to add. I wish we could maybe make calls to customers through the app.
What problems is the product solving and how is that benefiting you?
All customers services problems we solve with Freshdesk.
Recommendations to others considering the product:
Freshdesk is a great app for customer service.

    Nikhil S.

Helpdesk easy to use and useful

  • July 28, 2019
  • Review verified by G2

What do you like best about the product?
Fresh desk is one of important useful tool and software for our company, It just ease our work. Now we use this software for managing clients and making process a kind of automation. It lower the manual efforts. It just fulfill the purpose of assistant which will work according to instructions when user is not available. The lot of supports are given to install 3rd party software. The user just need to install. The BOTs are now easy with Fresh desk.
What do you dislike about the product?
The things i dislike about fresh desk are:
the big thing is the customer support is not so good and query handling is poor, the response time is around 3 days which is too long.
The front end needs more improvement in user friendly look and need to speed up the process in fresh desk which is currently slow.
The other major thing is need to introduce more security policy for better access.
What problems is the product solving and how is that benefiting you?
The fresh desk solves many problems like:
client handling is easy and task reminders are maintained and get work on time always. The open projects are available on dashboard with full status report and we can monitor activities. The customer rating helps in overall improvements.
Recommendations to others considering the product:
I recommend others to use fresh desk, it offers wonderful live chat experience and helps in understanding clients requirements. THE COST IS VERY NOMINAL AND PROVIDES GREAT FUNCTIONALITY. ONE MUST TRY THIS SOFTWARE FOR BETTER INDUSTRY EXPERIENCE.

    Kent L.

Critical tool to manage helpdesk

  • July 25, 2019
  • Review provided by G2

What do you like best about the product?
Amazing interface, it's very simple and clean, making reading tickets very easy to use
What do you dislike about the product?
Nothing really, for our environment it works really well in what is needed.
What problems is the product solving and how is that benefiting you?
We use this for our helpdesk CRM, so we manage all of our existing tickets and creating SLAs all on here

    Computer Software

Great Software

  • July 25, 2019
  • Review verified by G2

What do you like best about the product?
It helps to coordinate multiple channels of support across multiple agents
What do you dislike about the product?
As I run the support team and am a member of all teams/group, I get a ridiculous number of email notifications, though I imagine these can be customised.
What problems is the product solving and how is that benefiting you?
The coordination of multiple channels of support to multiple support agents

    Shannon P.

FreshDesk Review

  • July 24, 2019
  • Review provided by G2

What do you like best about the product?
FreshDesk is a software that facilitates help desk support and updates. Fresh desk has a very user friendly interface. It can be run by a single person or by a huge team of people. It is comparatively easy to learn the ropes in this software for new users.
What do you dislike about the product?
Users should be allowed to change the notification alert sound as per their requirement. For example, we want to have different sounds for different levels of customers as per the priority and importance which is currently not possible.
What problems is the product solving and how is that benefiting you?
Customer support is simplified.

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