Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Good service, very good price
What do you like best about the product?
Its easy to use, its cheap and have a lot of services (chat, email, etc)
What do you dislike about the product?
I cant answer all my tickets easy, only with API
What problems is the product solving and how is that benefiting you?
We use freshdesk for Help desk of about 3000 tickets per week and we are totally satisfied
Recommendations to others considering the product:
Do not use simple email
Very Good
What do you like best about the product?
Simplicity, communication integration, new version has a stronger, more intuitive user experience.
What do you dislike about the product?
new version lacks features of old version. Need filterability of companies/users
What problems is the product solving and how is that benefiting you?
Client SLA management, Call Centre transparency, Client Communication
Great.
What do you like best about the product?
Ease of use. Free tier. Prompt support. Active enhancements.
What do you dislike about the product?
Nothing. The rest of these characters are to fill up space.
What problems is the product solving and how is that benefiting you?
Organising my support in a logical way.
My clients know what is happening with a ticket. And I know what I still have to do.
My clients know what is happening with a ticket. And I know what I still have to do.
Recommendations to others considering the product:
Definitely try it. Then decide.
Excellent support
What do you like best about the product?
The Swift response from the team, action taken promptly.
What do you dislike about the product?
Nothing so far. its been comfortable and ease to work with.
What problems is the product solving and how is that benefiting you?
Related to fresdesk calling.
Excellent service
What do you like best about the product?
Price, updated interface and easy management.
It meets customer's expectations
It meets customer's expectations
What do you dislike about the product?
Nothing actually but price should be less a little bit.
What problems is the product solving and how is that benefiting you?
IT problems and incidents, better tracking of incidents.
Recommendations to others considering the product:
Need to try it as really it's helpful tool and essential.
Great look, great price, great support.
What do you like best about the product?
Clean, easy to use interface makes it straight forward to configure and start using straight away.
What do you dislike about the product?
Occasionally the simplicity of the interface makes it harder to configure some specific options - but only now and then.
What problems is the product solving and how is that benefiting you?
We've been struggling with efficiency and visibility of outstanding tickets with our current solution. Freshdesk will help us to speed up the processing of tickets and highlight those tickets that need actioning as a priority.
Good experience for a first CRM
What do you like best about the product?
Easy to follow the customers, quick access to all the infos
What do you dislike about the product?
Not so easy at first to understand the basic features
What problems is the product solving and how is that benefiting you?
Very efficient to manage the conversation and pre-written answers
The friendly helpdesk
What do you like best about the product?
It is to use. Very friendly to your clients to use the solution as well, with clear well defined work flows and easy to use FAQs. Having a self learning portal on the solution has also really reduced the number of tickets raised for agent attention, which frees up a lot of time to actually work as opposed to follow up on closing out tickets.
What do you dislike about the product?
Populating the knowledge base takes a while due to the minimum number of articles required.
What problems is the product solving and how is that benefiting you?
Answering employee queries and FAQS for a lean HR Department with a lot of employees
Good product & best customer support
What do you like best about the product?
Product is stable and hardly ever faced problem. For configuration point of view, when we need support, FreshDesk team is always supportive & respond accurately to the request raised, Best part is special attention of representative with timely responses.
Keep doing the best, Just loving it :)
Keep doing the best, Just loving it :)
What do you dislike about the product?
We can't say its dislike, however when you are not handy with admin configurations on regular basis, then you would need to take help from the freshdesk support, which in result is awesome.
What problems is the product solving and how is that benefiting you?
An automated system to create tickets for our customers, which in the end are measurable in all ways, total count, SLAs, feedback surveys, reportings, etc.
Recommendations to others considering the product:
Quickest way to start business with FreshDesk, easy setup & user friendly.
Perfect for Team Email Management
What do you like best about the product?
That hard to say, there are so many great facets to FreshDesk. To start, the status options. This really helps us manage the state of an inquiry and when to ensure we are providing timely service for our customers. The next would be agent assignment. Being able to assign/delegate tasks throughout to team to either those best suited for the task, or to help alleviate individual workloads. There are more but those have been stars in our use-cases.
What do you dislike about the product?
Limited content formatting within the editor. We make use of tables a lot in our email. It makes quoting customers very quick for us rather than having to create a separate document to attach. If FreshDesk would incorporate table formatting features that are easy to use and modify at time of creation that would deserve 10 stars!
What problems is the product solving and how is that benefiting you?
Email management was our big issue. We have general email addresses for various customer inquiries. FreshDesk allows our team to manage those form their own workstation without having to get up and crowd a single PC. Ultimately, improving both workflow and time to act.
Recommendations to others considering the product:
Well worth it. Especially, since they work with POP3 email. There was an instance where their system was not fetching emails, but it was restored very quickly and all of our emails were saved!
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