Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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External reviews are not included in the AWS star rating for the product.
Its a good one to use
What do you like best about the product?
I like the user interface and good system to manage tickets
What do you dislike about the product?
Sometimes it take a longer time to get back to you on support
What problems is the product solving and how is that benefiting you?
Ticket management
Simple, understandable and helpful resources.
What do you like best about the product?
With this software, I can easily work together with all my team from across my business to give faster and consecutive answers to our clients. Also, I have the ability to resolve problems faster by cleavage tag into smaller tasks that relative teams can work on in parallel.
What do you dislike about the product?
I don't think that this platform can bring some bad problems or harm to our company. Also, all work with install and use are fast and simple.
What problems is the product solving and how is that benefiting you?
This platform helps us to control clients experience. With a faster overview of the reports page, we can understand how the support team is working. We can bring in extra help when needed using day passage and control shifts better.
Recommendations to others considering the product:
This software allows quicker cooperate with your team and will help you deliver enterprise client support. You will be able to coordinate much better and avoid extra strategic overhead. You will make all support dialogue, be it email or social onto a single stage and control every client interaction seamlessly.
What you need to keep the team on track
What do you like best about the product?
I like that it's web based and it's simple to understand. The support is 10/10. Good diagrams and stats. You can almost do anything you want. Configure it like your team needs it.
What do you dislike about the product?
The mail reading. When some one answer an email the answer go from bottom to top not the newest answer from the top. So you need to scroll down each mail. In the long term it's a bit enjoying. And you can't drag and drop documents or pictures from desktop into the application. You need to click on the insert and find the file. But that's about it everything else is great.
What problems is the product solving and how is that benefiting you?
Internal service system for customer support and cases. Email stacking and answering. You also get a great statistic charts on the workplace.
Recommendations to others considering the product:
I would recommend Freshdesk for teams from 10+ to 1000+. The system is easy for either help desk or customer usage or internal system.
My Freshdesk experience.
What do you like best about the product?
The ease of integrating it with our support emails and the customisation that it provides.
What do you dislike about the product?
The better requests are always contained in costlier packages.
What problems is the product solving and how is that benefiting you?
This serves as our ticketing tool. For all the products which we have.
Recommendations to others considering the product:
It is a good tool which can bring your closer to your customers.
Excellent Service
What do you like best about the product?
The ability to review agent performance and adjust settings on the fly.
What do you dislike about the product?
I feel like some of the reports a lacking. In particular missed call reports.
What problems is the product solving and how is that benefiting you?
We are able to use Freshdesk to do live chat, phones, and tickets.
So far so good
What do you like best about the product?
Easy to use, good interface. Good administration tools. Good reports and ticket tracking.
What do you dislike about the product?
Doesn't always pull in emails from the emails setup. Could use better default SLA policies. Would be nice to have a default out of the office dispatchr based off business hours rather than having to create one from scratch. It's relatively easy to do but you have to look for it and how to set it up on the web instead of via in app help.
What problems is the product solving and how is that benefiting you?
Good tracking of support tickets, decluttering email, better customer service.
Simple but complete solution
What do you like best about the product?
It has everything you need for closed loop communication and ticket dispatch without some of the extra expense tracking features and inventory you'll find in more advanced solutions. For an internal IT team with a separate system for inventory and time tracking this has been a God send.
What do you dislike about the product?
It would be nice to have the ability to create a second customer portal for other internal teams without having to worry about multiple admin portals. We'd also love to see some solid O365 group calendar integration.
What problems is the product solving and how is that benefiting you?
Our help desk staff was struggling to stay on top of things when we were working out of a shared mailbox. It was hard to figure out who was going to work on a task and difficult to figure out if it was completed or not. With Freshdesk we've just hit our 10000th ticket and we can't imagine a world without it.
Freshdesk is Great
What do you like best about the product?
The user friendly interface. The phone app is also amazing. (A lot of other helpdesk companies have a really bad phone app).
What do you dislike about the product?
No project board. We usually create a ticket for projects we work on for a long duration of time.
What problems is the product solving and how is that benefiting you?
We solve all I.T related issues. Benefits include keeping track of tickets/user request easily.
Recommendations to others considering the product:
It is simple to use and easy to manage. Cheap cost as well.
Very Pleased with Freshdesk
What do you like best about the product?
Freshdesk is easy to setup and and easy to use. When we've had special needs (and we've had a lot of them), we've been able to easily configure an app or engage with Freshdesk's Customisation Team to build a special app to perform more automated functions. All along, with a team at Freshdesk that is most pleasant to work with.
What do you dislike about the product?
There isn't much that I dislike, but I have to bring up the content management part of Freshdesk does need improvement for what we do in our company. We heavily use the knowledge base as an online help center for our 8 different products and have asked for some improvements to help manage our articles better.
What problems is the product solving and how is that benefiting you?
Freshdesk was our company's first attempt at customer support of our externally-faced software products. Before this, our IT team handled all support because all support was internal. When we launched into externally-faced software, we had a need to support our customers in a different manner. In addition, all of our help was paper-based and required a release to update content. Freshdesk significantly reduced our frustration over providing help content and now our team can change content on the fly without having to request a release to do so. It's also reduced our employee's frustrations on finding the right help at the right moment of need. We focus highly on our content providing targeted help content in the moment of need and so management of that content was critical in our long term performance support strategy.
Recommendations to others considering the product:
With any selection of a product like Freshdesk, make sure you come up with clear requirements of what you must have in a solution. I did this and had 10 must haves. The two products I selected as finalists met all 10 must haves, but when it came down to it, the friendliness and willingness to help me get my solution right was what drove me to Freshdesk (not to mention the cost differential).
Simple to use and feature-rich
What do you like best about the product?
Scenario Automation and Observer feature are the two features we're looking forward to using. This the first time our company is introducing a customer portal dedicated to helpdesk and setting that up was a breeze with freshness.
What do you dislike about the product?
Inability to customize reports and stats.
What problems is the product solving and how is that benefiting you?
With scenario automation, we'll be saving time for on tickets. With Observer feature, cross-division teams can work on same tickets without someone having to constantly follow-up on issues.
Customer portal helps us integrate ticketing system and FAQs in one place, which is very helpful for the common questions which usually need canned responses.
Customer's ability to track their tickets also helps us avoiding multiple tickets with the same request.
Customer portal helps us integrate ticketing system and FAQs in one place, which is very helpful for the common questions which usually need canned responses.
Customer's ability to track their tickets also helps us avoiding multiple tickets with the same request.
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