Freshdesk
Freshworks Inc.External reviews
3,426 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Ticket System
What do you like best about the product?
Easy deploy, fast access to tickets, intuitive GUI.
What do you dislike about the product?
Limitation to few fields on free version,
What problems is the product solving and how is that benefiting you?
Fast support system, free version allows unlimited agents
Freshdesk is getting fresher at every step!
What do you like best about the product?
The best about Freshdesk is having an opportunity to use it for your own, very special purposes. It is not only a ticketing system for the customer support: the experience of implementing it to the multiple companies from a vast range of business areas allows me to say that is can be used everywhere where you have to work with any kind of requests: in the HR, in the internal support, in the production area, as a task management tool - the one and only stopping factor is your own imagination. Smart and powerful automatisations, incredible collaboration features, fast and understandibly looking new UI - everything screams about choosing Freshdesk without a doubt and inspires to look forward to the further improvments.
What do you dislike about the product?
There are currently some troubles with buying of Russian phone numbers which creates troubles in using the build-in telephony, so the only solution for those who would like to integrate telephony to their Freshdesk in Russia is CTI.
What problems is the product solving and how is that benefiting you?
With Freshdesk it is possible to both build a customer support center from a scratch with fun and ease and to easily migrate from some other system without losing a thing and to start being better, faster, smarter right away. So a really vast range of problems can be solved with Freshdesk: from getting a platform to collaborate with your colleagues to gathering the right info to create a set of reports important for your business. The main benefits are: the ease to learn the system and to start working it it, amazing app marketplace which is getting bigger every week, "collaboration - the kee to the customer success" philosophy, honestly followed in various features and possibilities provided by Freshdesk.
Improved our Support quality and response time
What do you like best about the product?
Ability to overview all tickets and run different displays which you can configure.
What do you dislike about the product?
unable to template build multiple tickets together for joint tasks.
What problems is the product solving and how is that benefiting you?
Late responses to tickets or losing emails.
Recommendations to others considering the product:
Worth a trial allows you to fully integrate your support email into the system. Prevents you from missing emails and sends automated emails to customers letting them know your working on it.
Convenient customer management
What do you like best about the product?
Freshdesk is one of the best applications for small and medium business customers. It is possible to assign customer requests. I like that Freshdesk easily integrates into several subsystems and provides the flexibility to use it in several channels, such as a PC. And it also has a special mobile application - it's very convenient.
What do you dislike about the product?
I do not like that we can not insert videos and large documents. And also I want to be able to instantly connect Freshdesk to notifications by e-mail. For example, if we publish a new ad, we want all customers to see it right away. I would also like to have access to analytics. And the opportunity to see how many active users from the total.
What problems is the product solving and how is that benefiting you?
This helps us stay in touch with customers and help them solve their problems using systems. In addition, our technical support is much organized and accelerated. Freshdesk helps us in providing instant offers to our customers, and this significantly increases our sales
Recommendations to others considering the product:
Decent software. Always will work on what you need. The platform works quickly and without failures, all your documents are protected. I recommend it to you.
Experience
What do you like best about the product?
The tool is very simple to set and use.
The support services are very responsive and efficient.
The support services are very responsive and efficient.
What do you dislike about the product?
Cannot go much deeper with reports.
An app was recently added with no agreement from us.
An app was recently added with no agreement from us.
What problems is the product solving and how is that benefiting you?
We can l'âge our customer support activities thanks to FD.
Recommendations to others considering the product:
None
Excellent product and exemplary customer service!
What do you like best about the product?
You can customize the product according to what you really need it for. It is very intuitive to navigate.
When your current plan does not satisfy your needs, just give them a call they will provide you either a workaround or will tell you if they have a better plan that does what you need to accomplish.
When your current plan does not satisfy your needs, just give them a call they will provide you either a workaround or will tell you if they have a better plan that does what you need to accomplish.
What do you dislike about the product?
I didn't like the fact that I can not do "selected contacts" for articles to be viewed only ( I am using Garden plan right now), which should be done very easily). For example if I have two different type of users from the same company and I want one user to see some articles and the others to see some other articles, I can not do that without creating two companies with two types of users of the same company.
What problems is the product solving and how is that benefiting you?
Providing help and receiving feedback from our users. We use it for both product development purposes as well as for client support.
Good support software tool for B2B.
What do you like best about the product?
The scenarios.
What do you dislike about the product?
Can’t easily customize the portal.
What problems is the product solving and how is that benefiting you?
Customer suppory
Recommendations to others considering the product:
Better reporting customization
Excellent application, fast, reliable, flexible and affordable
What do you like best about the product?
This application offers everything a Helpdesk needs, and plus. The major strengths are the multilingual aspect of the client portal (we are an international business), the knowledge base, the SLAs and business hours management, and the numerous possibilities for branding and customization.
What do you dislike about the product?
Although very responsive with their support when there is a serious issue, it can take a long time before some issues are addressed when they are not critical. I realize we all want features and vendors cannot satisfy everyone, but we wish we could have the equivalent of the Freshdesk Jira interface but for TFS. One of the problems of software development support is escalation to Development and synchronizing the helpdesk with the application used by the developers.
What problems is the product solving and how is that benefiting you?
We solve installation, configuration, integration of software products that we develop. The benefits for us is tracking all of our customers issues and needs, communicate with them via our forums, offer self help through the knowledge base, ensure we respect SLAs, support different business hours, serve customers in their language, monitor the Helpdesk activities via a comprehensive Dashboard, generate list of tickets, reports, and much more.
Recommendations to others considering the product:
Be a good consumer and take a look at what is available on the market; make sure you base your decision on what is currently offered by any vendor rather than what they promise they will "soon" offer. As far as we are concerned, going with Freshdesk was the right move and chances are we would make the same choice again, although we have not probed the market lately.
New department start up - supported by Freshdesk
What do you like best about the product?
Throughout the system selection stage of our Customer Hub start up, Freshdesk kept good contact, were incredibly informative during questioning about the service and what we could get from it and most of all had a can do attitude to supporting the requirements of my business.
What do you dislike about the product?
I am not able to add additional templates that mirror the initial ticket template but are specific to a different business area e.g. drop-down options that relate to tickets of a certain nature. You can only have one ticket creation option.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to centralise our customer support functions and to also increase our ability to support sales and recruitment. Freshdesk has allowed us to create channels to do this and the reporting function is key to us measuring our growth.
Recommendations to others considering the product:
API Development with existing systems is possible but more technical than just developing webhooks or using a bridge system like Zapair.
Help for locating missing incoming phone calls to freshdesk
What do you like best about the product?
The thorough help and assistance for solving my issue
What do you dislike about the product?
The time and tedious process to reach the final step where I got to explain my problem to the customer service in person.
What problems is the product solving and how is that benefiting you?
CRM tool for the company in a efficient package
showing 1,341 - 1,350