Freshdesk
Freshworks Inc.External reviews
3,442 reviews
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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
Excellent Helpdesk Plaform
What do you like best about the product?
Ease of use. Method of cascading external inquiries to relevant teams within an organisation. Creating of self-serve solutions articles for customers reference
What do you dislike about the product?
Some field references are kept in separate silo's so cannot be cross references - e.g. company and contact information. Requires CSV download to connect data sets
What problems is the product solving and how is that benefiting you?
Customer support and customer retention - Freshdesk is a key driver of customer satisfaction
the perfect system for our needs
What do you like best about the product?
the easy interface allow us to process our tickets quicly and correct
What do you dislike about the product?
there must be al little more explination how certain reports are proceded
What problems is the product solving and how is that benefiting you?
we are an IT company witch implementes software, freshdesk give us the tools to monitor genereal problems and to plan our resources
Simple and powerful tool
What do you like best about the product?
Ease of use. We use freshdesk to support our clients, integrate with slack and post help articles on our knowledgebase. It is simple for the business to analyse our requirements for support and monitor response metrics.
What do you dislike about the product?
I like most, but if any criticism, I think the app needs a little more work. Notifications aren't updated as tickets are opened
What problems is the product solving and how is that benefiting you?
We can clearly determine the current issues facing our clients and resolve them faster than using just email. We can document time spent on issues and bill our clients accordingly with the confidence that everything is well documented.
Great chat feature
What do you like best about the product?
Their chat function is easy to use and very helpful!
What do you dislike about the product?
They have limited integration features with JIRA
What problems is the product solving and how is that benefiting you?
Support ticket, knowledge base, and feature forum
Great Helpdesk solution!
What do you like best about the product?
Freshdesk has an easy to use interface, and great Customer Service!
Questions are answered within seconds. Solutions are provided within a few minutes.
It only takes a few minutes to get started once signed up.
Questions are answered within seconds. Solutions are provided within a few minutes.
It only takes a few minutes to get started once signed up.
What do you dislike about the product?
We have been using Freshdesk for over 5 years, and there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, we did not have a ticketing system. Users would call, email, or just stop by to report issues. Many times, there was no way to track these issues. Certainly no way for our IT group to collaborate on issues. With Freshdesk, we can enter tickets from any source, and track the progress, as well as collaborate with other agents. Responding to users from within the ticket is a great feature as well.
Recommendations to others considering the product:
It's an easy to use, cloud based Helpdesk solution. Setup is easy.
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