Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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Freshdesk in a small business support environment
What do you like best about the product?
The Freshdesk user interface is clean and intuitive. It also updates relatively quickly, meaning we don't see many cases where support techs try to grab the same ticket. The feature set provides pretty much everything we need as a small operator. Pricing structure is very reasonable and worth what we pay, although I wouldn't mind seeing some additional features at the lower tiers. The mobile app is so-so. The technical support is excellent (this coming from a support technician).
What do you dislike about the product?
Freshdesk could do with a graphical overhaul. The current upcoming overhaul (Mint) is in beta and definitely feels like it. Fortunately, we were able to switch back to the "classic" experience after running into a number of known bugs. The mobile app is solid, but the layout is a lot less intuitive than the desktop browser version. Not bad per se, but could use improvement.
What problems is the product solving and how is that benefiting you?
We support an array of ~40,000 devices located worldwide (primarily located in North America). Freshdesk lets us combine multiple support channels into a single interface, which saves a huge amount of time. We've managed to automate 99% of our ticket generation and we now have access to some valuable metrics on customer volume/distribution that our previous solutions didn't provide. We've also seen some minor benefits from creating our own portal with articles and FAQs for our customer base. The ability to receive and track views and feedback is particularly helpful.
Recommendations to others considering the product:
I can say that Freshdesk is an excellent fit for a small business environment. If you need turn-key ticket tracking and wiki options Freshdesk delivers at a reasonable cost.
Excellent Ticket Support System
What do you like best about the product?
Ability to track tickets and assign them to the right person. Very fast and has an app available.
What do you dislike about the product?
Certain features are a bit confusing, however customer service is very fast and efficient.
What problems is the product solving and how is that benefiting you?
Centralized location for IT issues and requests.
Freshdesk - the perfect solution for your small business
What do you like best about the product?
I absolutely love how all my tickets are organized into one system. Canned Responses are a great benefit for your Customer Service team. These are automatic responses that you can load in for any commonly asked question. With just a click of a button, you have the answer typed out! They have templates you can create for new tickets and replies. Having the name, greater and signature already filled out is a huge time saver.
What do you dislike about the product?
We have the Blossom account now. I wish there was a way to search for items in a specific tag. There is a search bar, but it searches for ever single ticket that has those words in them. I also wish there was a way for the name field to automatically generate the customer's name without the customer having to verify their account.
What problems is the product solving and how is that benefiting you?
Our company used Outlook before for all customer service emails. It was unorganized and made it almost impossible to follow up with customers. On Freshdesk, everything is in one spot, all replies are in one long email, you can set priorities, and you can tag tickets. Freshdesk has helped me track customer issues, customer wants and customers comments. With the tag feature, you can select all the tickets in the tag and send out the same response to each ticket without having to copy and paste emails or BCC anyone. This feature is great for new product releases, or when there is a resolution to a known issue.
You can create rules to prioritize or tag tickets containing specific words, or from specific domains.
There are custom ticket fields that you can fill out for more information when you export tickets. Our company uses this to pull shipping issues. We have a ticket field for their order number and tracking number so there is no need to search the ticket for this information.
All Facebook and Twitter notifications go to Freshdesk as well. This helps keep all of our customer inquires together in one space.
I previously talked about Canned Responses. These are an absolute life saver. We used OneNote (which is also amazing), but with Canned Responses you don't have to open a ton of different systems to get your answer. You can have different folders which helps keep all the responses organized. For instance, we have a folder called "Delivery Inquiry" and in that folder we have all the common responses for any question asked about their delivery. Once you click "Reply", you can add any Canned Response and send the ticket away!
100 emails on Outlook used to take me 5 hours to complete. With Freshdesk, my time has gone down to 1 1/2 hours.
You can create rules to prioritize or tag tickets containing specific words, or from specific domains.
There are custom ticket fields that you can fill out for more information when you export tickets. Our company uses this to pull shipping issues. We have a ticket field for their order number and tracking number so there is no need to search the ticket for this information.
All Facebook and Twitter notifications go to Freshdesk as well. This helps keep all of our customer inquires together in one space.
I previously talked about Canned Responses. These are an absolute life saver. We used OneNote (which is also amazing), but with Canned Responses you don't have to open a ton of different systems to get your answer. You can have different folders which helps keep all the responses organized. For instance, we have a folder called "Delivery Inquiry" and in that folder we have all the common responses for any question asked about their delivery. Once you click "Reply", you can add any Canned Response and send the ticket away!
100 emails on Outlook used to take me 5 hours to complete. With Freshdesk, my time has gone down to 1 1/2 hours.
Recommendations to others considering the product:
I love Freshdesk because they work well for small businesses. We get about 50 tickets a day and Freshdesk is the perfect tool to keep them organized. We started with their free version and slowly realized it was worth it to upgrade to the Blossom account. They have monthly payment options, if you are still unsure. Or you can sign a contract and do longer contracts to save money!
I love this product and what it does for us!
What do you like best about the product?
The visibility on everything and the customization.
What do you dislike about the product?
I do wish you could customize the default settings a bit more.
What problems is the product solving and how is that benefiting you?
Visibility on the volume of work items, turnaround time-frames and customer satisfaction. Now, with Freshdesk, I have complete visibility and control on the work my team does.
Helpful and understanding
What do you like best about the product?
Very quick response and live chat is super helpful. The team dealt with my request in a friendly but positive way.
What do you dislike about the product?
Sometimes counterintuitive but the support team help work out whats needed.
What problems is the product solving and how is that benefiting you?
General set up issues and tailoring it to my business needs
Recommendations to others considering the product:
Get the free level and test it out, then upscale as and when needed. Also, use the solutions and create some how-to guides for your clients to see there (you can create general ones and ones that only specific people can see).
V.P of Administration
What do you like best about the product?
The customer portal is what we enjoy most.
What do you dislike about the product?
Not being able to import tickets from another system.
What problems is the product solving and how is that benefiting you?
Customer Portal was a problem for us. Having customer self service is a benefit we have realized.
First impressions from a new subscriber
What do you like best about the product?
We just moved from other ticketing system to Freshdesk. The changed from my point of view is dramatic!
For example,
1. The way that one contact can be share / add into to multiple companies.
2. The way when you have time split between statuses.
3. Simplify work procedures ( Canned responses)
For example,
1. The way that one contact can be share / add into to multiple companies.
2. The way when you have time split between statuses.
3. Simplify work procedures ( Canned responses)
What do you dislike about the product?
1. You cannot crate a group of contact based on a company.
2. The support in Hebrew language could be better (Right to left direction, Customer portal)
3. Integration with 3rd party software like SQL - I need to import the data on daily basis
2. The support in Hebrew language could be better (Right to left direction, Customer portal)
3. Integration with 3rd party software like SQL - I need to import the data on daily basis
What problems is the product solving and how is that benefiting you?
Just simplify the way we work, it is more intuitive.
Give more option to our customers to engage with support team.
Give more option to our customers to engage with support team.
Recommendations to others considering the product:
Good competitive to Zendesk!!
Easy to use with fantastic support
What do you like best about the product?
Well you'd hope that a support SAS would have great support - and Freshdesk does not disappoint.
What do you dislike about the product?
Nothing really. I guess it would be nice to natively link a solution link to an external page (without coding).
What problems is the product solving and how is that benefiting you?
Managing, delegating, tracking and measuring support easily and intuitively.
Recommendations to others considering the product:
Easy to use. Plenty of features (but they don't get in the way. Great support.
Multi attempts at Follow-up
What do you like best about the product?
I ran into an issue late Tuesday night. My Wednesday morning there were several missed calls on my phone history from freshdesk reps. When I called back a wrap picked up his phone immediately.
Their follow-up is excellent.
Their follow-up is excellent.
What do you dislike about the product?
I wish there was someone managing the helpdesk desk more often so I don't need to leave my information to get a call back
What problems is the product solving and how is that benefiting you?
Problems integrating jira with freshdesk
Recommendations to others considering the product:
First task should be attempting to integrate everything before you settle
Effective and Efficient
What do you like best about the product?
The option for canned responses and data trends. It has many useful features.
What do you dislike about the product?
Deletes tickets after certain period, hard to keep track of customer history that way. Does not always organize tickets correctly which can waste some time searching for your oldest tickets.
What problems is the product solving and how is that benefiting you?
Customer service trends, production issues.
Recommendations to others considering the product:
Try the trial before and be sure to go through a guided tour on how to properly use.
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