Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Very easy to setup with some advanced automation programming to help customers.
What do you like best about the product?
Easy creation of article solutions, and easy to use ticket responses between us and customers using regular emails.
What do you dislike about the product?
In Mint version, typing / leads to a shortcut.
When spam messages starts coming in, they come in bulk and becomes very distracting. Finding methods to counter this issue is difficult but there are some solutions using automation to mark tickets as spam if you are lucky enough for find some key email domains and words to keep it from happening.
When spam messages starts coming in, they come in bulk and becomes very distracting. Finding methods to counter this issue is difficult but there are some solutions using automation to mark tickets as spam if you are lucky enough for find some key email domains and words to keep it from happening.
What problems is the product solving and how is that benefiting you?
To create self search solutions for customers to search for before contacting support allow customers to self diagnose and find troubleshooting steps easily via google.
Recommendations to others considering the product:
Freshdesk is extremely easy to use and startup, there are some basic automations that you can use to fulfill automation, while the star of the whole system is the article building to deploy searchable solutions.
Senior Manager over the Customer Care team providing customer support.
What do you like best about the product?
Super simple to setup and use. The configuration is straight forward and things seem to work as expected.
What do you dislike about the product?
Configuration is limited but is perfect for simplistic implementations. Reports are not as customizable as I would like.
What problems is the product solving and how is that benefiting you?
Easy to setup and run a Customer Support function. Configuration is easy and the functionality delivers what we need.
This Is Where a Title for My Review Would Go, If I Had An Idea For a Title
What do you like best about the product?
Freshdesk is easy to train employees on. Navigation is intuitive and the level of customization to match our offerings was easy to set up.
What do you dislike about the product?
It's a picky thing to dislike, but the fact that the Contacts uses a single name field is a bit limiting. I'd prefer the ability to mark first name and last name (even if those aren't globally used values) just to speed up and improve the auto-response addressing of emails.
What problems is the product solving and how is that benefiting you?
Our tech support team is small, but globally distributed. Sharing an inbox lead to a lot of confusion over who was responsible for what, but Freshdesk allows us to assign tickets clearly, share a knowledge base and has lead to improvements in our support offerings now that we have a customer support center & chat widget available.
Recommendations to others considering the product:
Many organizations end up considering tech support solutions just because they're already using a platform for other purposes. For example, we were asked if we could implement something using Salesforce. Luckily, we were given the freedom to choose a platform that worked best for our team.
Great tools with lots of features, still room to improve
What do you like best about the product?
cost is reasonable, support is good. features are rich
What do you dislike about the product?
assigned agent can not provide a good solution on our request on email setup during trail period.
mobile version app need to improve and adds more functions to align with desktop version
mobile version app need to improve and adds more functions to align with desktop version
What problems is the product solving and how is that benefiting you?
in need a support system. freshdesk offers a better way to manage customer requests
Recommendations to others considering the product:
great tool with good price. good for SME.
Good Product with Great Support
What do you like best about the product?
We love the responsiveness from Freshdesk support. They have assisted us from everything with the initial setup to custom Powershell scripts to import pictures to Freshdesk customers. Your questions will be heard and addressed.
What do you dislike about the product?
There were no scripting examples involving Powershell. Thankfully support helped us out with this.
What problems is the product solving and how is that benefiting you?
We now have the ability to answer help desk tickets from anywhere thanks to the Freshdesk app. We have custom scripting in place to sync with AD in order to populate new customer fields and information. And we have after hours rules set up to make sure we're notified of new tickets that come in outside of normal business hours.
Recommendations to others considering the product:
Find out what you really need in a service, evaluate two to three options, put them through trial runs, and find the solution that fits for your company.
Freshdesk
What do you like best about the product?
The Freshdesk helpdesk system is quite easy to use.
What do you dislike about the product?
There are some things, like the support portal that could use some more customisation options.
What problems is the product solving and how is that benefiting you?
We're using it for our technical customer interaction.
Stellar Customer Service Experience
What do you like best about the product?
The entire product of Fresh Desk for customer service management is simply great.
Easy to use and understand, comprehensive reports, customisable, ability to automate as required to name a few amazing features.
Easy to use and understand, comprehensive reports, customisable, ability to automate as required to name a few amazing features.
What do you dislike about the product?
The mint experience. Though it offers a cleaner view of the dashboard, sometimes it is not refreshed on time and have to log in again to get the updates on dashboard.
What problems is the product solving and how is that benefiting you?
Customer Service streamlining and structuring. easy to quantify.
Recommendations to others considering the product:
Great to use. Understand the product first. much easier when you get used to it..
Freshdesk
What do you like best about the product?
flexibility and ease of use when setting up. adjustment of threshold is easy.
What do you dislike about the product?
the customization is not easy and sometimes it slow down
What problems is the product solving and how is that benefiting you?
it works for small companies also and it is designed to sorting different task from my client easier
Recommendations to others considering the product:
recommended for great customer support
Generally very efficient and fits the our requirements
What do you like best about the product?
The interface is user friendly and works efficiently pretty much all the time and allows for required functions in a helpdesk requirement.
What do you dislike about the product?
A few limitations in customisation in layout etc. and audit trail doesn't always cover all changes in enough detail.
What problems is the product solving and how is that benefiting you?
Using it as the main tool in a helpdesk function, logging incidents, requests and managing project work.
Easy to use tool
What do you like best about the product?
The possibility to prioritise tickets and link SLA's to it
What do you dislike about the product?
The lack of good reporting tools to enable follow-up of agents
What problems is the product solving and how is that benefiting you?
Software and hardware issues.
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