Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Nice application for start ups
What do you like best about the product?
Its a good appliacation which can used for start ups for ticketing requirements
What do you dislike about the product?
Cost can be reduced , its quiet expensive , especially the cost of phone calls overseas
What problems is the product solving and how is that benefiting you?
We are using it for movie distribution worldwide
New manager to start up follow the sun support
What do you like best about the product?
What I like when I recently started setting up this project is the online chat to help with questions
What do you dislike about the product?
No all our required functionality is implemented yet, so I would love to make suggestions for future developments.
What problems is the product solving and how is that benefiting you?
We have several offices around the world, we are going to centralize all support tickets through freshdesk.
Fresh Desk Support
What do you like best about the product?
The simple and easy to use. You can customize canned responses easily. The support folks are swift to respond and easy to talk to.
What do you dislike about the product?
Could have sent more details of the last update earlier. The new version needs a bit of getting used to. I still find myself using the old version more often.
What problems is the product solving and how is that benefiting you?
Customer service and Technical support queries.
Recommendations to others considering the product:
Freshdesk is considerably easy to use than other platforms that I have used before. Canned responses are easily made to increase productivity and reply time on queries. Customer service are quick to respond to any query that you might have with the platform.
Intuitive work order system with great support
What do you like best about the product?
There are tons of different things that some people would need and others wouldn't in organizing customer work orders and issues. Freshdesk makes the obvious things extremely easy and has been relentless in trying to improve the tool to gear toward the things we might feel we need. They have always been immediately available to suggest workarounds or common practices in order to help us solve problems.
What do you dislike about the product?
Freshdesk is obviously a little younger than a lot of software out there. While the tool is always getting better, there are some things I would like to be a little more customizable (i.e. automated processes for categorizing tickets).
What problems is the product solving and how is that benefiting you?
We deal with the customers and operators of multiple clients. With Freshdesk we're able to provide a professional and intuitive interface for those needing assistance, while at the same time organizing and tracking the issues by the categories we see fit.
Recommendations to others considering the product:
This software is definitely a major competitor in its category. We chose Freshdesk the cost of other major competitors didn't necessarily add a benefit or was much bulkier and less user-friendly. While you should do your research and make sure it will cover your "must haves", its done that and more for us.
Great Tool with, unsurprisingly, great customer support
What do you like best about the product?
Robust features, responsive support, good UI
What do you dislike about the product?
Dashboard, reporting and analytics do not provide helpful info.
What problems is the product solving and how is that benefiting you?
Technical Support issues
A great Helpdesk solution
What do you like best about the product?
Ease of use. Intuitive. Helpful customer support.
What do you dislike about the product?
I wish there were more features at our current level, especially with reporting.
What problems is the product solving and how is that benefiting you?
Customer Service tickets, unification of issues for quick turnaround.
Co-Founder / CTO
What do you like best about the product?
Ease of use on the setup. Was very clear!
What do you dislike about the product?
Perhaps too many packages to choose from?
What problems is the product solving and how is that benefiting you?
Support requests from our website.
Maintaining conversations in a better place to share and collaborate on issues vs. email threads that are stateless.
Maintaining conversations in a better place to share and collaborate on issues vs. email threads that are stateless.
Recommendations to others considering the product:
Identify your needs and test it out for the free trial period.
We use freshdesk to handle our customer demands, contact suppliers and other service providers.
What do you like best about the product?
The design is pretty sober and i can agglomerate the data I need rather quickly. Whenn somethiong does not work as supposed for me, customer service helps me out promptly via chat.
What do you dislike about the product?
I think I could use some more detailed information on unresolved tickets at a certain times, for example my backlog at 5pm on friday. Analyzing the productivity of an agent could nbne easier, as well. The exports are pretty complete, but not user friendly enough.
What problems is the product solving and how is that benefiting you?
I can channel the customer demands, guarantee tracability and dispatch work efficiently between employees and external service providers.
Simple. Smart.
What do you like best about the product?
Easy working with Tickets, Customer Relations and a good Tool to focus on resolving Tickets. One of the best Tools for smaller Companys!
What do you dislike about the product?
Right now, I did not know anything special what I do dislike, well sometimes there are to many clicks to put the the Ticket into the right Team and Priority.
What problems is the product solving and how is that benefiting you?
Task and Tickets, we have no other Tool for this and this help us growing and building an good infrastructure
Freshdesks helped us a lot with customer support.
What do you like best about the product?
That email and online portal ticketing is seamslessly integrated
What do you dislike about the product?
the mobile Web UI, it never seems to work OK on my android phone.
What problems is the product solving and how is that benefiting you?
Before Freshdesk we used some local server with Sugar CE, and that was far from what we needed, there were no notifications to the agents, no customer portal to see the status and interract, no automation (or we didn't set it up right) and every now and then the harddrive of the server went bad or mem and we had to do the mainenance on the HW. We really needed a hosted solution for at least not have to maintaine the soft and hardware.
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