Freshdesk
Freshworks Inc.External reviews
3,426 reviews
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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.
Freshdesk - A Modern Ticket System
What do you like best about the product?
Freshdesk has been a great boon to our companies support center. I cannot speak on all of the features, as our needs are a little different then most, but overall it has been a great boon. We especially like how it integrates with our sales (Salesforce) and engineering (Jira) software which allows us to create leads and bug reports from inside the support software.
What do you dislike about the product?
We have had some issues with receiving emails, although the issues may lie on our end.
What problems is the product solving and how is that benefiting you?
Report generation has been VERY useful in Freshdesk. Being able to export our ticket summaries each month has made our contractual obligations to our customers much easier.
Recommendations to others considering the product:
Software works very well, and the automation capabilities are great.
Restored tickets from trash
What do you like best about the product?
I appreciate how quick it was for the support person to identify a solution to my issue, and he kept me updated on the progress of the solution
What do you dislike about the product?
I did feel that some of the questions asked we not necessary to identify the solution to my issue (i.e I asked to restore tickets from the trash and i was asked why they were put in the trash to begin)
What problems is the product solving and how is that benefiting you?
It is easy to keep track of the trends of customer issues, which allows us to pre-empt some of those issues and increase our customer satisfaction
Something that makes it better
What do you like best about the product?
Freshdesk is a easy to use program, when everything is setup and working it's easy to create groups, people and other things to let everything work smoothly.
What do you dislike about the product?
To be honest, it's a great program that works good for what it's made for.
What problems is the product solving and how is that benefiting you?
Support issues with customers.
Recommendations to others considering the product:
If you want to have a easy and good working helpdesk solution, I would recommend FreshDesk
Robust Helpdesk solution
What do you like best about the product?
Ability to integrate with 3rd party apps and outstanding customer support.
What do you dislike about the product?
Lack of solid reporting options, many reports are done manually with no automation.
What problems is the product solving and how is that benefiting you?
We have a support team spread across the globe, FreshDesk helped us bring everything into one spot.
Recommendations to others considering the product:
Don't just buy out of the box, get set up with an account manager who can facilitate the setup and configuration of your instance.
Fresh Desk Review
What do you like best about the product?
It is a good way of monitoring Customer Service Performance daily and weekly. It also helps us check on how good we are servicing customers. It also helps us gauge the demands for each product category.
What do you dislike about the product?
Top Customer Analysis is not working. We also can't connect the calls to our phone system.
What problems is the product solving and how is that benefiting you?
Customer Service Performance - how consistent and how fast we respond to customer tickets/ inquiries.
Recommendations to others considering the product:
Highly recommended
Review about Freshdesk Support Portal
What do you like best about the product?
The solution is complete because you can centralize tutorials, create forums and manage people (agents and clients). As an administrator you can customize portal style
What do you dislike about the product?
It is not possible to manage access to private forum according to the email address
What problems is the product solving and how is that benefiting you?
I'm not losing my time anymore to send specific emails for each client. A workflow of automatic emails is configured and emails are customized with client name
Responding to clients' email has never been easier
What do you like best about the product?
Direct setup and flow of ticketing system
What do you dislike about the product?
The mint experience has a couple of bugs but this was just introduced so hopefully everything will get better soon
What problems is the product solving and how is that benefiting you?
Daily communications with our clients who love to create a new email instead of replying to the same email thread - with the merging option, we can combine all matter-related emails in one ticket
Recommendations to others considering the product:
We have tried a couple before we decided to go with Freshdesk due to its ease of use and setting it up plus additional agents is very easy.
Thanks for your help!
What do you like best about the product?
I like the thorough customer service & responsiveness on live chat. I've always had a great experience when working with the customer support team.
What do you dislike about the product?
I don't like that I can't have more customizability on my current plan, but I understand that I'd need to upgrade to get access to those :)
What problems is the product solving and how is that benefiting you?
I'm able to ID trends in tickets to improve our processes & products.
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