Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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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.
Support
What do you like best about the product?
The consultant I spoke to was very understanding and patient with the issue I raised and provided all the information need in a quick and easy step by step guide
What do you dislike about the product?
Options to get to your support staff were a little confusing
What problems is the product solving and how is that benefiting you?
IT is used a a main CRM
Smooth Experience
What do you like best about the product?
As a start up we use a basic version, we still have all the required features. Its so simple that you can start using it from day 1.
What do you dislike about the product?
Nothing as of now. We have experienced a smooth usage till date
What problems is the product solving and how is that benefiting you?
We are able to segregate the customer issues depending on different products we have and we are able to track the time we are taking to solve the issues.
Account Manager
What do you like best about the product?
I really do like the properties panel, with my ticketing system experience its the one I like the most. Clear, simple, allows to work more efficiently. I am still exploring all of the features we didn't have with previous ticketing system.
What do you dislike about the product?
its hard to say since everything is new to me, but since 2 weeks of testing the platform I didn't face any inconvenience. I may update you after full migration about my thoughts.
What problems is the product solving and how is that benefiting you?
We are solving data connectivity issues. Clients report problems with particular SIMs/connectivity issues and we are checking the connection in a big shortcut.
think along in squared
What do you like best about the product?
Freshdesk pushes to stay tuned. There enthusiasm about the product is contagious.
What do you dislike about the product?
excessive attention. There methods are too much pushed.
What problems is the product solving and how is that benefiting you?
stay in contact with customers on any possible way. Short time attention.
Our favorite ticketing system
What do you like best about the product?
I love the keyboard shortcuts, automated macro like actions (Freshdesk calls them "scenarios"), the ease of use, and the overall UI/UX. It's all top notch! Freshdesk is a truly extraordinary product and we've been very happy with it.
What do you dislike about the product?
I really dislike that the mobile app for iOS is so featureless. We've been asking for tags to be a part of that app for awhile. The android app has tags supported. Why not iOS? Same thing for file attachments. The mobile app should support attaching a file to a ticket that isn't just an image. It should support google drive, iCloud drive, or even just the native iOS files app.
What problems is the product solving and how is that benefiting you?
We needed a way for customers to reach out to us via email and have it generate a ticket to our customer support agents. We also needed an easy way for the customer support management team to have visibility into our support processes, to track ticket trends, etc. Freshdesk does all of that and more.
effective and friendly
What do you like best about the product?
that is simple , like any other email but better. very useful to use as a team member for a business.
What do you dislike about the product?
the new version is not that easy, you need to scroll down to find things.
What problems is the product solving and how is that benefiting you?
customer's inquiries.
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