Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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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!
Great CRM Tool
What do you like best about the product?
ability to save filters
fresh user interface
fresh user interface
What do you dislike about the product?
we are still implementing, nothing major. sometimes slow
What problems is the product solving and how is that benefiting you?
CRM
Feature Rich, Integration Ready, Very Well Supported
What do you like best about the product?
available app integrations, excellent support team, nice new UI, tons of automation
What do you dislike about the product?
currently nothing comes to mind, as the things I felt are missing are actually available at additional packages levels, or other companion products.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our problem tickets, and customer solutions/KB. One of the biggest benefits I have seen from this product is their excellent, knowledgable support team. They have been on point, and eager to assist me with every silly question I have brought to them. I am also a huge fan of the potential automation that is possible natively through custom rules, and is bolstered by very deep app addons.
Recommendations to others considering the product:
Really dig in deep on the Supervis'r, DIspatch'r and Observ'r rules; they will simplify your processes, and automate a lot of the minor details. Definitely check out the available app integrations-- so much flexibility.
Excellent service, Excellent product
What do you like best about the product?
I like the amount of control and the various rules and tools for automating workflows.
The day-pass system is brilliant as it allows us to increase capacity and cover absent agents without paying excessively or playing games with the users on the account.
Support has been extremely fast and clear in their assistance. Integrations have been functional and easily configured.
The system is more robust and straightforward than previous options we've tried, the price is fair for the functionality returned.
Freshdesk support has always been very enthusiastic in helping us, and the Freshworks team as a whole is really pushing the envelope with advanced and compelling features, such as the Freshchat integration that allows me to move chats into the ticket system smoothly.
An important note in the user support field is that it just works, I don't get weird downtimes or unexplained failures to function, customers get their emails, rules trigger as expected, and the knowledge base is clear, robust(gifs work, for example) and easily configurable.
The day-pass system is brilliant as it allows us to increase capacity and cover absent agents without paying excessively or playing games with the users on the account.
Support has been extremely fast and clear in their assistance. Integrations have been functional and easily configured.
The system is more robust and straightforward than previous options we've tried, the price is fair for the functionality returned.
Freshdesk support has always been very enthusiastic in helping us, and the Freshworks team as a whole is really pushing the envelope with advanced and compelling features, such as the Freshchat integration that allows me to move chats into the ticket system smoothly.
An important note in the user support field is that it just works, I don't get weird downtimes or unexplained failures to function, customers get their emails, rules trigger as expected, and the knowledge base is clear, robust(gifs work, for example) and easily configurable.
What do you dislike about the product?
The price for custom SSL certs(to use our own url with the site) exceed what we're paying for our primary domain. Since I can't provide my own, I'd have to pay a pretty huge sum for a service that can be had for free nowadays.
I recognize the need to provide incentive to upgrade plans, but the layout of features available at Blossom and Garden are mixed in "scale".
Estate and Forest plans are obviously geared towards huge teams and as a result the features offered aren't compelling to my organization(an smb). Blossom feels good for an SMB and Sprout is good as a trial or for the lone IT guy trying to keep things organized.
However, things like CSS customization and scheduled reports would be great, they're tied up with features that aren't compelling to the SMB. I'd love to see that feature list shuffled a bit so that some of the conveniences aren't out of reach for smaller companies, and the larger organizations that get the high tiers anyway won't even notice.
Either that or let some of the smaller features get added individually.
Recent changes to their chat system has left some gaps in the data that can be moved over, it's soon to be remedied but in the meantime it requires extra work to keep things straight.
I recognize the need to provide incentive to upgrade plans, but the layout of features available at Blossom and Garden are mixed in "scale".
Estate and Forest plans are obviously geared towards huge teams and as a result the features offered aren't compelling to my organization(an smb). Blossom feels good for an SMB and Sprout is good as a trial or for the lone IT guy trying to keep things organized.
However, things like CSS customization and scheduled reports would be great, they're tied up with features that aren't compelling to the SMB. I'd love to see that feature list shuffled a bit so that some of the conveniences aren't out of reach for smaller companies, and the larger organizations that get the high tiers anyway won't even notice.
Either that or let some of the smaller features get added individually.
Recent changes to their chat system has left some gaps in the data that can be moved over, it's soon to be remedied but in the meantime it requires extra work to keep things straight.
What problems is the product solving and how is that benefiting you?
We have a growing software product that needs support. We needed a way to organize the information coming in from multiple channels as well as allow IT personnel to provide support to and through our sales team when they get technical questions. Freshdesk is the best tool for this that we've yet seen.
We have a small team and everyone wears a lot of hats, so we needed a system that allows non-technicians to navigate, extract and insert information without spending undue time learning. Freshdesk provides self service and automation tools to let users and sales team members get to IT resources without simply flooding in.
Integrations with our other systems promise to increase the speed and effectiveness of our support system as time goes on.
We have a small team and everyone wears a lot of hats, so we needed a system that allows non-technicians to navigate, extract and insert information without spending undue time learning. Freshdesk provides self service and automation tools to let users and sales team members get to IT resources without simply flooding in.
Integrations with our other systems promise to increase the speed and effectiveness of our support system as time goes on.
Recommendations to others considering the product:
Contact their support, they're tenacious and will probably annoy you some with the amount of communications they'll send you, but they'll also answer your questions and introduce you to options and features that aren't well spelled out in their marketing.
Try the product out, the free tier works well so you can spend some time determining if it's worth your time.
Try the product out, the free tier works well so you can spend some time determining if it's worth your time.
Quick, Competent, and Great Support
What do you like best about the product?
It has great for getting set up quickly, the api was easy for us to integrate our contact page into.
What do you dislike about the product?
Not much. I guess the search is a little ambiguous sometimes. Not sure why some of the results show up, and why others don't. We use the tickets as a living history, but our customers sometimes use multiple emails. A comprehensive, google like, search using literal phrases and ignore statements would be very useful.
What problems is the product solving and how is that benefiting you?
We serve a customer base of non-savvy parents of elementary school children. They get confused and need help. We have connected our help email and our contact form to freshdesk. 3 staff (2 technical and 1 administrative) answer all questions as they come in. We often refer back to the tickets as a history of interaction with parents for dispute resolution and policy enforcement. Having something that multiple staff can look back into has saved us a lot of time. Before, we had to ask several staff members to look through their email.
FreshDesk Review
What do you like best about the product?
Pricing is cheap compared to similar products offered by other providers.
What do you dislike about the product?
The fact the Live Chat will be replaced by Freshchat which will be an additional cost to our company.
What problems is the product solving and how is that benefiting you?
Mostly, customer inquiries about the services we offer them. It is easy to merge and check tickets via FreshDesk.
Recommendations to others considering the product:
Pricing.
Freshdesk Usage
What do you like best about the product?
1. Easy Usage
2. Great Support
3. Clean Design
2. Great Support
3. Clean Design
What do you dislike about the product?
1. Issue with costumizing according to our needs
What problems is the product solving and how is that benefiting you?
Customer Tickets for problems
1. System is in order
2. easy to track orders
1. System is in order
2. easy to track orders
Simple to use
What do you like best about the product?
Took us about a week to setup, good integration to SalesForce and our email (Google) system
What do you dislike about the product?
We use Google Phone system, and our missed calls are sent to our support email. We haven't tested everything yet, but it seems to be an issue with playing back the Voice Mail. We just don't know where to look i guess
What problems is the product solving and how is that benefiting you?
Copy and Paste of images into body of email when we reply. Email trace of support request. Account Integration with SalesForce
Recommendations to others considering the product:
The email integration (replies, assign emails to others) and pasting an image in the body of the reply is great! You can actually change the email owner (main contact) when you merge two tickets together.
Good, and getting better.
What do you like best about the product?
I like that feedback we deliver is considered for the future. Freshdesk offers great support for their product. It handles nearly everything we want to do for a fairly affordable price.
What do you dislike about the product?
Their iPhone and Android app can be frustrating at times. Our support team is primarily mobile and the phone app is something we use on a very regular basis. Sometimes it doesn't work how you expect it to, or just acts a bit buggy. You also can only add 1 work phone number per contact. Our clients often have 5-10 numbers they will call us from and 4 out of 5 times we don't know who is calling us because we can't link more than 1 phone number to an individual.
What problems is the product solving and how is that benefiting you?
We've been able to provide excellent support to our clients while getting good metrics on what kind of support we are providing as well as the most common issues. This allows us to address those common issues in a different way, like adding an article or video to the Solutions page to direct customers with the same question to help themselves, relieving our agents to handle the more fragmented issues.
Clean
What do you like best about the product?
The clean UI and the small attention to detail given
What do you dislike about the product?
Many issues in the Mint Version - still unresolved despite communication
What problems is the product solving and how is that benefiting you?
Everyday emails/escalations are in one place forever
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