Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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External reviews are not included in the AWS star rating for the product.
Simple Clean and Effective
What do you like best about the product?
The unified experience. From the Customer Support framework, knowledge base, forum and all around experience it feels like one cohesive piece of software that functions well.
What do you dislike about the product?
The price per agent is slightly expensive
What problems is the product solving and how is that benefiting you?
We have utilized the functions of dispatcher to automate alot of our ticketing process saving us time and in turn we are able get more done with the same resources as before.
Freshdesk is fantastic
What do you like best about the product?
Freshdesk provides an all-in-one support platform that makes it easy to manage customer support. We are a small company in two locations with a nine hour time difference. By using Freshdesk we are able collaborate on the platform and build a team who enjoys doing support and working like a team.
What do you dislike about the product?
User rights are a great benefit for larger companies but for small support departments, it can be cumbersome to set boundaries for users.
What problems is the product solving and how is that benefiting you?
Live chat in high volume situations, Ticket tracking, customer feedback,
Recommendations to others considering the product:
Check out the online tutorials and FAQ to get the max out of the software.
Great tool with a lot of features even in the free version
What do you like best about the product?
I came upon Freshdesk by accident, when searching Google for a free Helpdesk with a lot of functions and options. Freshdesk offers just that. The free version offers a lot of functionality I have not yet found in any other software for free. In addition, at any time you can upgrade to a paid plan for even more options. A really interesting thing is, that you can buy day-passes to give access to another team member for just a day. Perfect, if you need an additional member for some time, to help with tickets, but you dont want to pay the regular monthly fees to add another member to the team.
What do you dislike about the product?
A great software without any weeknesses. The basic plan is a bit limited in its funtions but offers all you need as a small or medium sized business. Higher plans have some really cool features but are a bit costly. However, there is nothing bad to say about this software. We have been very happy with it ever since its implementation.
What problems is the product solving and how is that benefiting you?
Customer Support and general emailing. Knowledgebase, Support and Service. All emails are going directly into the helpdesk for further processing and working. We have been happy about the software from day one. Support even for the free version is great – something that values a lot. Generally really great to use and nice alternative to paid versions. If you need more, simply upgrade or get a day pass.
Recommendations to others considering the product:
If you are looking for a solid and good support solution, go for it. Free version has a lot of options and the paid plans come with even more, such as Facebook integration, etc.
My freshdesk experience
What do you like best about the product?
Quick connectivity to their chat support - doesn't need to wait for long!
What do you dislike about the product?
Don't have any dislikes at the moment, however, they can work on finding a way to capture ticket handling time which isn't available at the moment.
What problems is the product solving and how is that benefiting you?
Neat reporting structure - easy to generate and schedule reports.
Great Tool!!!
What do you like best about the product?
User-friendly tool and manganeso integration.
What do you dislike about the product?
Lack of reporting in the Sprout version.
What problems is the product solving and how is that benefiting you?
Better understanding of IT issues and proactive work towards main pain points. Helping on reducing costs and improve IT deliverable..
Must Have
What do you like best about the product?
It has multiple features but creating the rule with the dispatcher is one of the best seen till date. Time tracked is also one of the features which is very much useful. When it comes to reporting, the format of the report and various filters are attractive.
What do you dislike about the product?
I cant say I dislike any option. Having said that, I would like if you have a report, which can give time spent on each status like from open to waiting on a customer, waiting on a customer to waiting for the third party and so on.
What problems is the product solving and how is that benefiting you?
I am using freshdesk as a customer support tool. I also use it as internal ticketing tool. Followup through freshdesk is very useful. You do not have to keep reminder as it has the feature of sending emails whenever there is an SLA breach.
Recommendations to others considering the product:
I would recommend freshdesk for all the business types. It can act us good internal ticketing tool as well.
Love the Help
What do you like best about the product?
Absolutely love how easy it was to set up the solutions, and then for users to be guided to possible solutions without me. I can see by looking at the Thumbs up icons that people have been looking and calls for support have been preempted by the solutions page.
What do you dislike about the product?
Not much I don't like at all. My main question would be that my tickets I tend to close without marking them resolved first. Not sure how to fix that, but then I haven't tried.
What problems is the product solving and how is that benefiting you?
Its the calls for support, that demand on time, that has benefited the most.
A lot of bang for not a lot of buck.
What do you like best about the product?
FreshDesk's support team has been the most responsive I've encountered throughout my career. I appreciate that they are always ready with an answer, or at least an offer to track an answer down.
What do you dislike about the product?
I do wish the reporting functionality was a little clearer and more customizable.
What problems is the product solving and how is that benefiting you?
We've automated multiple workflows and notifications utilizing FreshDesk's scenarios and rules.
Fresh idea for providing better customer service
What do you like best about the product?
Our team likes using Freshdesk. It brings a lot of automation on how the emails are managed and tracked, and it helps keep track of who is working on which tickets.I loved it because it could easily be customized according to our needs without the help of technical team. The best part is that you can produce reports and customize the way how the reports should look like. Their support team is the best.
What do you dislike about the product?
Can't think of anything bad. Pricing might be a little higher, when cheaper options are available in the market. Personally I don't like their new portal design. Older one was easy to use and it looks less cluttered.
What problems is the product solving and how is that benefiting you?
Mostly customer service. The benefit that I realized is managing a lot of emails and converting them into tickets. That way we can know which requests are being worked on.
Freshdesk
What do you like best about the product?
The ease of use, and configuration are one of the strongest features of Freshdesk.
What do you dislike about the product?
Lack of logs, or the ability to customize the agent interface.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to easily support our customers without spending a lot of time building or configuring our helpdesk.
Recommendations to others considering the product:
Freshdesk is a great light weight ticketing system.
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