Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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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.
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.
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