Freshdesk
Freshworks Inc.External reviews
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FreshDesk Review 20180323
What do you like best about the product?
Fast responses and knowledgeable helpdesk agents.
What do you dislike about the product?
Not getting a clear answer or having to wait for extended periods of time for a wrong answer.
What problems is the product solving and how is that benefiting you?
Primary repository of helpdesk support, including documentation for easy distribution of knowledge.
The biggest benefit is that our customer interactions have improved greatly. The time to respond to customer requests is cut in half by utilizing the Solutions and Canned Responses. Very helpful.
Thanks to the Dispatch Settings we are able to Tag each ticket that comes in, which allows us to quickly bring up the support tickets for a specific client and focus on those specific tasks. Also, the ability to filter by user, company, priority, status, and pretty much most of the important fields for customers and/or ticket specifics, is what helps keep tickets from "falling through the cracks".
The biggest benefit is that our customer interactions have improved greatly. The time to respond to customer requests is cut in half by utilizing the Solutions and Canned Responses. Very helpful.
Thanks to the Dispatch Settings we are able to Tag each ticket that comes in, which allows us to quickly bring up the support tickets for a specific client and focus on those specific tasks. Also, the ability to filter by user, company, priority, status, and pretty much most of the important fields for customers and/or ticket specifics, is what helps keep tickets from "falling through the cracks".
Recommendations to others considering the product:
I's a great solution if you're looking to be seen as professional and
Better than Zendesk, but finicky at times.
What do you like best about the product?
- Data reporting
- Flexibility
- Outbound email
- Flexibility
- Outbound email
What do you dislike about the product?
- Tends to have a few bugs here and there
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for customer service ticketing. We have multiple channels (and brands) that funnel into our Freshdesk system. As a dual-sided marketplace (similar to eBay), the outbound email functionality and ability to create dispatcher rules has been critical.
Recommendations to others considering the product:
Zendesk was always trying to upsell you on features that Freshdesk already has built into their core offering(s). Freshdesk is highly transparent about what you're purchasing and responsive if ever anything goes wrong.
Good, simple software for our small helpdesk
What do you like best about the product?
Freshdesk is easy to use and simple to set up.
What do you dislike about the product?
We'd like to have a little more customization.
What problems is the product solving and how is that benefiting you?
We were trying to use JIRA and Filemaker databases for our small internal helpdesk, and nothing ever worked the way we needed it to. Freshdesk solved all our problems and gave our IT staff and users they support a much better experience.
Recommendations to others considering the product:
Try the trial version first. It's very easy to get set up and take for a test drive. Also consider looking at their FreshService product.
Great tool for keeping track of issues and follow ups with clients
What do you like best about the product?
The dashboard is great for looking at an overview of your pending items and in order of the last conversations. I like that I can filter by the unresolved tickets and use that basically as a tool to follow up with clients and address issues in a timely manner. I also like the automated emails we can create so client knows it was received and the canned responses which help save time.
What do you dislike about the product?
The only thing I wish would improve was the reporting tool. As a manager, I want to look at the overall performance and analyze the most common issues we see. Using the tags is helpful but since we cannot select all of them at once, it makes it hard. I wish there was a way to include all tags into a report so you can monitor your most common issues and address them as a company, especially when you have multiple agents. Also, i think the look and feel of the conversations can improve so you don't lose track of what was the last communication and its easier to read.
What problems is the product solving and how is that benefiting you?
We use it as a ticket system for escalation from clients. It helps us classify by the department and keep track of the issues to make sure these are being resolved and also maintain the history of what was done.
Freshdesk works great.
What do you like best about the product?
It's full of cool features and the support is quick to reply.
What do you dislike about the product?
The price. There should be more options available for the monthly plans.
What problems is the product solving and how is that benefiting you?
It provides an extensive control of our activities and replaces very successfully the use of e-mails back and forth to solve a problem.
Recommendations to others considering the product:
It's really worth trying Freshdesk.
Awesome!
What do you like best about the product?
Patience while you observe. Solutions are fit to the customer expectations. Ticket registered against the customer one who speaks and following till closure is of the best idea.
What do you dislike about the product?
When you don't understand what user says. The rare issue which we use to face is, tickets get delayed in hitting the freshdesk and as of that, we lose our image. It would be really great if you let us know with a pop-up or error message so that we can find an alternative way.
What problems is the product solving and how is that benefiting you?
Client issues.
Well made support platform which is only lacking a couple of features
What do you like best about the product?
Automated rules and observers for tickets have a good amount of features even when you need to create something very specific.
What do you dislike about the product?
Ticket list views could be easier to understand with a quick glance. SLA timers would need a feature that the timer is not used when ticket is at a certain status.
What problems is the product solving and how is that benefiting you?
Easy way to integrate several message channels in to ticket system (emails, social media, chat...). Integrating especially Facebook and Twitter saves a lot of time from the support team.
A very supportive team behind Freshdesk
What do you like best about the product?
We've only been using Freshdesk for a few months now. Though the support we have received on problems and questions has been really good. Both on our Trial, where we didn't pay and on our payed license.
I like that we always have the same person helping us in case we need assistance.
I like that we always have the same person helping us in case we need assistance.
What do you dislike about the product?
So far we haven't stumbled upon anything to dislike yet.
Though it would be nice to have special prizes for organisations such as ours which has limited funds. We are an organization located in Belgium that helps people in need. It spans a great number of topics, such as helping people that need housing; people that are in need of someone to talk to etc.
We are unfortunatly not a registered NGO... so we couldn't apply for the special prizes. They did try to come halfway with a small discount however.
Though it would be nice to have special prizes for organisations such as ours which has limited funds. We are an organization located in Belgium that helps people in need. It spans a great number of topics, such as helping people that need housing; people that are in need of someone to talk to etc.
We are unfortunatly not a registered NGO... so we couldn't apply for the special prizes. They did try to come halfway with a small discount however.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for our own ICT department. To help our employees within our organisation with all IT related questions and problems.
The use of Freshdesk made it possible for us to work efficiently and with more structure. I could say it made our work a little bit easier.
The use of Freshdesk made it possible for us to work efficiently and with more structure. I could say it made our work a little bit easier.
Recommendations to others considering the product:
Depending on your needs you'll have the option to choose the correct payment plan. We're currently going with the Blossom plan which meets most (nearly all) of our requirements.
The price isn't bad at all. Though like mentioned in my revieuw, it would be helpfull if they made it easier for organisations such as myself to have a different price. Regardless of being a registered NGO.
If we could we would love to go on a higher payment plan. Though for us the price for the Estate plan for example is just too expensive.
The price isn't bad at all. Though like mentioned in my revieuw, it would be helpfull if they made it easier for organisations such as myself to have a different price. Regardless of being a registered NGO.
If we could we would love to go on a higher payment plan. Though for us the price for the Estate plan for example is just too expensive.
Great features and support to go with it
What do you like best about the product?
The ability to add multiple phone numbers for $1/ea/mo makes expanding the system for multiple locations very easy. The rules to route tickets by are straightforward and easy to configure.
What do you dislike about the product?
The API is very limited, making it difficult to communicate with external systems. And the voice prompts for the phone system are fairly limited, too.
What problems is the product solving and how is that benefiting you?
We are using it to capture quote requests and follow up with contacts to answer their questions before purchasing.
Freshdesk is a great tool for customer support across mutiple teams
What do you like best about the product?
Records conversation and making tickets to quickly update other members of the team about what is going on. Easy to keep track of your tickets and update them when needed
What do you dislike about the product?
The app for the Iphone does not seem as user friendly using as the web browser. It is tough to make a call or bring up the call history as you can in the web browser.
What problems is the product solving and how is that benefiting you?
Taking lead calls and customer calls on a variety of different issues for running a behavioral mental health practice. It helps organize all incoming requests in a way where I can priorities tickets based on urgency.
Recommendations to others considering the product:
If you have questions, utilize their support team who is extremely responsive and can custom make a lot of features to better suit needs
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