Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Great experience so far
What do you like best about the product?
There's so many different types of support we can offer our customers all at the same place.
What do you dislike about the product?
I've noticed some glitches like when I'm trying to delete something the modal disappears all of a sudden and I have to start over again, or the page refreshes when I'm trying to do something.
What problems is the product solving and how is that benefiting you?
Handing out paper copies of "how to" articles which customers continued to use even after our product had changed.
Recommendations to others considering the product:
be prepared for some technical glitches because I think they are still figuring things out
Good but not great
What do you like best about the product?
The options to automatically send customized email
What do you dislike about the product?
The research tool. The fact that phone numbers can't be entered in another format (the research won't find it)
What problems is the product solving and how is that benefiting you?
Customer appreciation and agents follow ups.
Motivated and aligned partner
What do you like best about the product?
Freshworks has a similar business culture as ours since they are a growing company that has motivated employees and a young mentality not afraid of being flexible and going the extra mile for customers.
What do you dislike about the product?
Sometimes I'm not completely convinced if everything that has been promised will be delivered. Although we have had a good experience so far, sometimes it took some reminders and waiting time.
What problems is the product solving and how is that benefiting you?
Escalating contact volume, organizing internal workflow better (avoiding cherry picking for example), connecting the CRM system to our backend. The biggest benefits are knowing that these things are possible and are on their way to becoming a reality.
Recommendations to others considering the product:
Check well if all features you need are there and clarify everything in advance.
Excellent support & service
What do you like best about the product?
Quick & reliable support, multiple features with plenty of customization.
What do you dislike about the product?
Unable to merge Company entities.
Limited mass de-duplication on Contact entities.
Limited mass de-duplication on Contact entities.
What problems is the product solving and how is that benefiting you?
Ability to track our most common issues & what can be improved in various projects.
Also able to track if we are keeping to our own SLA's.
Also able to track if we are keeping to our own SLA's.
Fast to adopt
What do you like best about the product?
I appreciated the tool because it was fast:
- To Parametrize
- To Customize (just a few bust important fields)
- To Adopt for the customer service users
- To Parametrize
- To Customize (just a few bust important fields)
- To Adopt for the customer service users
What do you dislike about the product?
Really not too much.
I would like to have the possibility to customize the dashboard.
The Agent name cannot be modified, or at least I did not find how to do it.
I would like to have the possibility to customize the dashboard.
The Agent name cannot be modified, or at least I did not find how to do it.
What problems is the product solving and how is that benefiting you?
Replace the classic support email with a tool to divide the workload between the various actors and monitor the progress of support requests.
Recommendations to others considering the product:
When you are setting up the "production environment" be careful when you create the agents as I didn't find the way to change the agent name.
Great for start-ups
What do you like best about the product?
very easy to get started + UI is easy to use once you clicked around a little
What do you dislike about the product?
when site is open it doesnt poll for new tickets.
On the free level there are no desktop notifications, which is perfectly understandable, pushes you to the paid plan. But site should show if there were new incoming tickets
On the free level there are no desktop notifications, which is perfectly understandable, pushes you to the paid plan. But site should show if there were new incoming tickets
What problems is the product solving and how is that benefiting you?
Customer support (bit obvious) to keep the customers happy . Fresh Desk has some great little CRM like features that we didn't expect, like showing past tickets on the side. Love these small nice to haves they really make things better.
Recommendations to others considering the product:
give it a try for sure, there is a free tier so you can evaluate with no commitment
Great flexible helpdesk system
What do you like best about the product?
Best features are the modern user interface that is very easy to use and the flexibility of the system. The API was a breeze to work with and the Dispatch'r, Supervisor and Observer tools have a lot of power that is easy for even non-tech or low tech users to make use of.
What do you dislike about the product?
There are not many negatives. From a feature aspect, the lack of a contact/company purge (after deletion) is a glaring feature we ran into. You can not have multiple contacts with the same unique identifying information (like email address). To "purge" a contact and reuse the email on another contact, you have to (1) add a second email address to the contact, (2) set the new email address as the defaults, (3) remove the original email address from the contact, (4) then delete the contact you wanted to purge. This deleted contact stays in the trash forever so that leaves a really long list.
Aside from that, the only other issue is cost. It is a great product but the new pricing scheme is much more costly than the 2016 plans. The 2016 plans included more features in the base levels but did not cost terribly per user. They also had the ability to purchase temporary day users for those who access the system once a month etc. That is the current plan we are on. During implementation, they switched their pricing schemes significantly. Now the basic features we use and are very happy with are only included in much more expensive plans. "Upgrading" to those plans will cost us 2-3 times as much as we are paying now. That is an extreme change in price. I do not know what is going to happen when they decide to do away with the 2016 plan we are currently using.
Aside from that, the only other issue is cost. It is a great product but the new pricing scheme is much more costly than the 2016 plans. The 2016 plans included more features in the base levels but did not cost terribly per user. They also had the ability to purchase temporary day users for those who access the system once a month etc. That is the current plan we are on. During implementation, they switched their pricing schemes significantly. Now the basic features we use and are very happy with are only included in much more expensive plans. "Upgrading" to those plans will cost us 2-3 times as much as we are paying now. That is an extreme change in price. I do not know what is going to happen when they decide to do away with the 2016 plan we are currently using.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for internal support and for external support of our customers. This includes integration with our existing software's ticket portal, providing Freshdesk portal access to our customers, automating internal system reporting, and agent access to the mobile apps.
Recommendations to others considering the product:
If the costs fit your budget, I don't think you can find much of a better product. It is a great well-rounded helpdesk product.
Freshdesk is a great tool do help our team support
What do you like best about the product?
its is simple to use. I can chat when need help.
What do you dislike about the product?
Some bugs to fix.
Some features to add.
Some features to add.
What problems is the product solving and how is that benefiting you?
We can have control of support history and take in touch with our customers
Recommendations to others considering the product:
Yes. It is easie to getting start
Very simple and intuitive plataform
What do you like best about the product?
Simplicity and ease of use. Very low customization required.
What do you dislike about the product?
Reports in sproud version very poor. Need more Workflow tasks.
What problems is the product solving and how is that benefiting you?
The high internal service desk demand to our IT Department. With fresh desk, we now have a visibility of the major problems and the most frequent requesters.
Happy with Service
What do you like best about the product?
Freshdesk agents followed up frequently. Current Freshdesk view is easy to navigate through.
What do you dislike about the product?
Mint Experience is not user friendly. Ticket Life-cycle Report needs work.
What problems is the product solving and how is that benefiting you?
API Integration with another platforms.
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