Freshdesk
Freshworks Inc.External reviews
3,442 reviews
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Clean, affordable customer service tool
What do you like best about the product?
Simple, easy interface at affordable prices. Starting as a SMB, having this tool available for free was amazing!
What do you dislike about the product?
The interface is not ideal for handling multiple incoming emails that need to be managed separately (ex. multiple departments). For this, I would recommend separate Freshdesk accounts...
What problems is the product solving and how is that benefiting you?
Managing the flurry of customer support emails that come in for our retail brand. This tool has kept us from forgetting about or overlooking customer emails; we use to just Google Groups to manages customer emails, but their interface was not conducive to maintaining timely responses.
Great tool, great customer support
What do you like best about the product?
While the flexibility of the Freshdesk system has been outstanding thus far, their customer support takes the tool to a different level. Set up was a breeze with their assistance and as a company we have not come across any major issues once going live, despite the extremely high volume of e-mails/tickets we receive on a daily basis.
What do you dislike about the product?
My biggest issues are specific to the new UI, font colour and size cannot be customized for all outgoing replies (it can be done on an individual ticket basis) as well as the order of e-mails/replies cannot be changed to have the newest reply show up at the top, it always comes to the bottom of the e-mail chain. This is not the most effective when it comes to longer e-mail chains with a lot of back and forth communication between yourself and the customer.
What problems is the product solving and how is that benefiting you?
As a manager I have a greater level of visibility, we did not realize the amount of requests and e-mails being received and manually assigned to our team through Outlook until we switched to Freshdesk. Agent performance, ticket lifecycle and trends, and the other reports available have also provided great insight for our current stage as a company and to assist with process and protocol for future growth.
Great flexible solution and responsive support
What do you like best about the product?
Have used Freshdesk for about 1.5 years. It has offered us the flexibility to expand as we've added more products that we support to our own portfolio - all feeding into a single portal that our team can easily manage from one place. If we've ever needed technical support, Freshdesk offer a live chat facility where their support team respond instantly to our questions.
What do you dislike about the product?
Nothing that comes to mind, have been very happy with the system
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage the increasing support questions/issues in a central place with a small team, it gives full visibility to anybody in the company who needs to review that status of a current ticket or interactions with specific client. Has helped us improved our service by: giving visibility and then allocation of tickets to the appropriate person. In addition it has helped analysis of trends / repeated questions - that we can then add to the FAQs on the portal - and also refer to (so improving efficiency of our limited staff's time).
Recommendations to others considering the product:
Give the free trial a go - that gives a really good flavour of the system.
Informative & useful tool
What do you like best about the product?
Ability to categorise, reporting functions
What do you dislike about the product?
Merging function is clunky, no customisable colour categorisation available
What problems is the product solving and how is that benefiting you?
Able to share across markets; tracking & reporting emails
Great Customer Support
What do you like best about the product?
The application as a whole is a great way to standardize and consolidate customer support into a single place. The ability for users to submit and respond to tickets via email is very valuable and makes adoption much easier. Freshdesk's team is responsive and very helpful when dealing with them through their support process.
What do you dislike about the product?
The main things we'd like to see are improved searching in the portal, so we can have a better idea of how we are doing across different areas. In addition, the Client Portal view seems to be a bit lacking and it would be better if we could customize which fields are available for the customers, for example being able to have them search on a custom field such as a target release for a set of items.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to improve our customer support process across all of our products in our company. Rather than dealing with separate systems or having to find a place for items that come in from phone or directly via email, Freshdesk offers a standard place to house and manage tickets, improving our efficiency on the support front.
Good way to organize customer requests.
What do you like best about the product?
We avoid double processing of incoming customer Mails. Our customer's data is find in one place and you can assign subcontacts of our customers and tasks. It's a good summary for neccessary information.
What do you dislike about the product?
That every incoming Mail creates an extra contact.
What problems is the product solving and how is that benefiting you?
We have main email adresses for every team in our company. But everybody can probably process every request. To avoid double processing we work with freshdesk since May 2017 and it really oraganizes our work.
Recommendations to others considering the product:
If you work with several agents and just one email access, freshdesk is very helpful
Great tool for me and my team
What do you like best about the product?
The simplicity of the standard features, but also the capability of some of the more advanced tools.
What do you dislike about the product?
The UI is good but could be a bit cleaner
What problems is the product solving and how is that benefiting you?
We have grown rapidly and I think Freshdesk has helped us do that by supporting and onboarding our customers
Recommendations to others considering the product:
More app integrations
Freshdesk ticketing system is great for organising your workflow
What do you like best about the product?
Its like a huge automated to-do list that automatically tracks your customers and nags you when you forget something.
What do you dislike about the product?
Not a great fan of the Freshdesk support site - it always takes me 30 minutes to work out how to open a ticket.
What problems is the product solving and how is that benefiting you?
Job tracking and time allocation is now handled much better than with our old paper and pen system.
Good support and user friendly
What do you like best about the product?
Customization opportunities and easy to use
What do you dislike about the product?
Difficulties to get a clear view of pending activities
What problems is the product solving and how is that benefiting you?
Easy to trace incidents at customers
Freshdesk is a Great Free Helpdesk Solution
What do you like best about the product?
Really easy to set up and use, works well, easy for users to create tickets and check on progress. The customer service is exceptional!
What do you dislike about the product?
I struggled a little setting up email forwarding so users could just email an address, rather than going to the helpdesk, logging in etc. and creating a ticket. I called Freshdesk and they were super helpful and resolved my issue straightaway.
What problems is the product solving and how is that benefiting you?
Monitoring issues and collating data on said issues. Ability to prioritise issues and set SLA's so users know where they stand.
Recommendations to others considering the product:
Great product! Try it for free before you go for it.
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