Freshdesk
Freshworks Inc.External reviews
3,558 reviews
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Ticks all of the boxes
What do you like best about the product?
Clean, easy to use interface. Uncomplicated and a lot of functionality, even in the free plan.
What do you dislike about the product?
Nothing. I only have good things to say about Freshdesk.
What problems is the product solving and how is that benefiting you?
We needed a reliable and easy to use help desk platform for our staff to be able to communicate with customers and vice versa. Freshdesk ticks all of the boxes.
Great tool and support
What do you like best about the product?
Easy to implement and the app is good too.
What do you dislike about the product?
When a customer opens a ticket via email, they don't get an acknowledgement that is was created
What problems is the product solving and how is that benefiting you?
Keeping support issues and projects in one place is helpful - this company used to run everything by email
Fresdesk revolutionised how we take the tickets and answer our players
What do you like best about the product?
How well organized and clean the Ticket interface is
What do you dislike about the product?
Analytics is a bit confusing and does not let me select the data I want
What problems is the product solving and how is that benefiting you?
The Speed of resolution and the Confidence of our team has increased drastically
Freshdesk smart automations
What do you like best about the product?
Freshdesk helps us in responding to the high incoming emails of our customers. I like it since it's easy to use and hence has helped us in easy responding. It has a good interface that is friendly to navigate through it. It shows good statistics and the number of emails enabling us to track our inbound and outbound records.
What do you dislike about the product?
It does not support inbound and outbound calls. This should also be included.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us reach our customers expectations by replying to their tickets in a fast and efficient way.
Recommendations to others considering the product:
Good helpdesk software. I recommend it to every company. It's simple to integrate and start responding to customer emails.
I could centralize all my support channels into one
What do you like best about the product?
How I can integrate all support incoming from our different channels
What do you dislike about the product?
Reporting has to be improved, not user friendly
What problems is the product solving and how is that benefiting you?
We used to have decentralized support from different channels like email, calls, twitter and facebook. Our agents had to track manually the tickets, give support, care about satisfaction and resolve them. Many tickets were left unattended and that cost us a lot. Now, we have full control and visibility on the agents and on the tickets making easy the resolutions of lots of tickets.
Awesome tool
What do you like best about the product?
The easy adoption and friendly basis location of every module, it's so intuitive that onboarding is almost not required to start the experience
What do you dislike about the product?
Nothing this far. It fits perfect with my team.
What problems is the product solving and how is that benefiting you?
The communications and reach outs from our customers come from so many channels and with Freshdesk it seems that it's just one channel, because you have all at hand and through automation for known cases, allows you to help more customers in less time.
Recommendations to others considering the product:
If you are looking for a helpdesk solution of high performance and with less time of implementation, adoption and case resolution, you obviously need Freshdesk.
economical but with many functions
What do you like best about the product?
integration with many services
easy setup
customization also in the free profile
community active and quick in solving problems
easy setup
customization also in the free profile
community active and quick in solving problems
What do you dislike about the product?
some features are only enabled in more expensive profiles
What problems is the product solving and how is that benefiting you?
I use FreshDesk to manage the Help Desk service of a homemade software with 500/600 active customers
FreshWork platform (FreshDesk = Service Desk)
What do you like best about the product?
FreshDesk allows you to keep track and organize your service activities all within a web-based platform.
You can see your active tickets, ticket history, and previous tickets with the same contact.
Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc.
The knowledge base is also pretty nice, and you can reference it directly within your ticket.
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FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.
You can see your active tickets, ticket history, and previous tickets with the same contact.
Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc.
The knowledge base is also pretty nice, and you can reference it directly within your ticket.
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FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.
What do you dislike about the product?
FreshWorks has many components and you don't have to use everything, it just take a little bit of time to understand what each part of FreshWorks is meant for and how you might use it in your business processes...
What problems is the product solving and how is that benefiting you?
Handling service tickets via email (Outlook) only works up to a certain volume and number of users; after that it gets messy and creates a poor brand image.
Frankly, the best-designed platform!
What do you like best about the product?
Freshdesk is really very easy to get started with. In 3 weeks, we are fully onboarded into a production space that meets our needs and according to our processes. It is by far the most user-friendly I have had to use so far.
What do you dislike about the product?
There isn't really any aspect that I dislike much; the tool is full of useful features and is available at a reasonable price. However, the bot takes a bit longer to deploy and is less intuitive than the rest. A minimum understanding of programming languages is necessary for this.
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to have an omnichannel view of my tickets. Moreover, automation allows me to gain productivity: automated processes, so more time to manage other topics!
Recommendations to others considering the product:
Before using Freshdesk, I recommend taking the quick training courses on Freshworks Academy. This is the method that allowed me to become quickly operational with the tool.
A good product with a lot of features
What do you like best about the product?
The tool is very user friendly and quite easy to set up.
What do you dislike about the product?
There is too much updates and it's hard to keep track.
What problems is the product solving and how is that benefiting you?
I solved a lot of customer issues thanks to Freshdesk, my costumers are happier and I can work with more confidence.
Recommendations to others considering the product:
You should go for it.
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