Freshdesk
Freshworks Inc.External reviews
3,555 reviews
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Tech Ops Engineer
What do you like best about the product?
Can rack email easily with freshdesk...
What do you dislike about the product?
Some basic functions are only available in the higher price version
What problems is the product solving and how is that benefiting you?
got way to track the communications with customer and client.
time saving and better management
time saving and better management
Five years customer and counting
What do you like best about the product?
The redesign is looking sharp and we love the value for costs
What do you dislike about the product?
Nothing really. We do not use all features, which is a pity, but it is working good for years.
What problems is the product solving and how is that benefiting you?
Helping customers more efficiently. We reduce wasted time.
Great service and very accessible
What do you like best about the product?
The platform is very straight-forward, which makes creating tickets simple. The feature to check the status of tickets helps keep my work organized. When I recently has a problem receiving FreshDesk emails, the FreshDesk agent with whom I emailed was quick to respond and was very thorough.
What do you dislike about the product?
I recently had a problem where I wasn't receiving certain notification, however the issue was resolved.
What problems is the product solving and how is that benefiting you?
I use FreshDesk to make inquiries for work-specific problems. My tickets are answered by internal specialists that use the service instead of email.
Recommendations to others considering the product:
FreshDesk is a great service when users are familiar with how the product works.
great
What do you like best about the product?
i like the organization of my customer tickets
What do you dislike about the product?
the phone feature has a bunch of bugs. nothing too serious.
What problems is the product solving and how is that benefiting you?
organization
my experience with freshdesk has been good so far
What do you like best about the product?
customer service via webchat. I usually get helped quite quickly and nicely through this channel
What do you dislike about the product?
limited API
should integrate whatsapp and facebook in the platform as well
should integrate whatsapp and facebook in the platform as well
What problems is the product solving and how is that benefiting you?
centralizing most communicating channels in one platform
New to Freshdesk
What do you like best about the product?
I love the reporting features, the canned reports make sense and there is an awesome integration for more advanced stuff.! The staff is friendly and does their best to help. The client experience is clean and the Help Center search feature is excellent.The ability to create custom ticket and client fields is great.
What do you dislike about the product?
It can take a minute for the support staff to understand what you are trying to tell them. There isn't much flexibility in automatic email triggers. I was told we'd be able to see if the client had opened our emails or not and this turned out to be untrue.
What problems is the product solving and how is that benefiting you?
We support a large client base and handle a ticket volume of about 600 a month. The search feature in freshdesk will hopefully allow us to drive that ticket number down.
Recommendations to others considering the product:
Definitely look at this product. It's a clean interface and very user friendly.
Quick questions on development side
What do you like best about the product?
I liked that the question was quick and clear
What do you dislike about the product?
I was pretty satisified with the whole experience
What problems is the product solving and how is that benefiting you?
I am attempting to streamline our customer service department to avoid redudancies
Great Resolution Times
What do you like best about the product?
I like that when you need help for a help desk, their responses are quick!
What do you dislike about the product?
Since their switch to freshworks there have been some time where phones have been down.
What problems is the product solving and how is that benefiting you?
We are communicating with tons of online college students and providing quick and helpful resolutions.
Awesome experience, all-in-all!
What do you like best about the product?
Freshdesk offers a fantastic free tier, with a very rich service. It's very easy to setup, very easy to get around, and they have a responsive support team, capable with dealing with any questions you might have.
What do you dislike about the product?
Freshdesk has a good-looking UI, very easy to get around. That said, sometimes, I get a feeling of clutter. That said, again, it's easy to get around and allows for some degree of customization.
What problems is the product solving and how is that benefiting you?
As a non-profit organization gaining steam, we needed a solution to help us better organize external communication. Additional, as a non-profit, sometimes getting donations or such is hard and, without a stable income flow, it's hard to justify another monthly bill. Freshdesk allows us to get the best out of both worlds, with a very feature-rich service and wonderful free tier. They reply promptly to each and every question you have, in a timely manner. Wonderful service thus far, I recommend it immensely.
Recommendations to others considering the product:
They have a very responsive team, should be able to help you in a migration or anything else.
Brilliant Product for a Complicated Helpdesk
What do you like best about the product?
Ease of use, fast/modern UI, easy implementation, knowledgeable support structure, pricing, app integration and available apps
What do you dislike about the product?
Very little dislikes. Can't do everything 100% but very close to being perfect.
What problems is the product solving and how is that benefiting you?
Outsourced and internal support structure have transparency. Customer portal functionality. SLA targets. Functional reporting.
Recommendations to others considering the product:
Do a deeper dive into your requirements before implementation. I made a simple mistake but Freshdesk helped resolve the issues.
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