Freshdesk
Freshworks Inc.External reviews
3,442 reviews
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External reviews are not included in the AWS star rating for the product.
Why we switched to Freshdesk.
What do you like best about the product?
There's a lot to like about it. Pretty much everything about it is better than our old Helpdesk software. I can bulk close tickets, I can bulk update tickets - the app is great and super easy to use.
What do you dislike about the product?
I can't think of much I dislike about it at the moment. It's a great chunk of software and I'd be hard pressed to find something better for our application.
What problems is the product solving and how is that benefiting you?
A benefit for me is that I can log into Freshdesk from any of my computers or devices and assign tickets on the go. So even if I'm out of the office for a day, I can still get some work done so I don't come back to a complete mess.
Almost perfect - easy to start with
What do you like best about the product?
Initial configuration and customization is very very easy. More advanced configuration is also not hard. There is always Freshdesk's support ready to help and guide how to make thinks! Great.
Configurability is a big plus. Also integration options as well as the import mechanisms.
I'm pretty sure that it's never an easy decision to choose the Support / Trouble Ticketing system, but with FreshDesk the risk very low. Firs of all there is no huge upfront investment - in the form of money, but also time. Second thing is that with the cloud delivery mode, there is no need for a infrastructure subproject and this is also huge benefit especially for smaller companies; and just don't forget that not every company has a separate IT department and CIO / CTO who could deal with the deployment.
Last but not least. After the initial small reluctance of the personnel, the team quickly realized the positive side of the tool / system and get acquaint with this tool easily. Great!
Configurability is a big plus. Also integration options as well as the import mechanisms.
I'm pretty sure that it's never an easy decision to choose the Support / Trouble Ticketing system, but with FreshDesk the risk very low. Firs of all there is no huge upfront investment - in the form of money, but also time. Second thing is that with the cloud delivery mode, there is no need for a infrastructure subproject and this is also huge benefit especially for smaller companies; and just don't forget that not every company has a separate IT department and CIO / CTO who could deal with the deployment.
Last but not least. After the initial small reluctance of the personnel, the team quickly realized the positive side of the tool / system and get acquaint with this tool easily. Great!
What do you dislike about the product?
The multi-language support is still to be Polished a bit. Here and there we've managed to noticed some gaps. On the other hand, being on a SW development side for many years, I'm fully aware that is is definitely not an easy part and require a lot of time as well as field localization testing.
Freshcaller integration probably needs to be further developed - this wasn't important for my organization at all, but might be important for others. There is currently no way to get the call records to be downloaded into the own repository - for instance over the FTP.
Freshcaller integration probably needs to be further developed - this wasn't important for my organization at all, but might be important for others. There is currently no way to get the call records to be downloaded into the own repository - for instance over the FTP.
What problems is the product solving and how is that benefiting you?
Easy and fast deployment. For a startup or even a large organization it's perfect toolchain to start. Of course, if you wish to have everything fully customized and fit for the organization, then you would need to enter into build to order instead of this turnkey.
With freshdesk we can simply get an insight about workload and eliminate repeating simple questions by introducing knowledge base as well as activate out customer / partners base to help each other via Forum mechanism.
With freshdesk we can simply get an insight about workload and eliminate repeating simple questions by introducing knowledge base as well as activate out customer / partners base to help each other via Forum mechanism.
Recommendations to others considering the product:
Don't think too much. Just enter into the DEMO. I've been trialing 4 different SW and this was the easiest to star with.
Really Great Service and.a lovely product
What do you like best about the product?
Their help chat and wiki are excellent and I have never felt like I was speaking to a robot. This is a really rare experience, and they are always courteous and friendly. The product itself is easy to use, easy to customize and easy on the eyes.
What do you dislike about the product?
Reporting can definitely be improved, there are not enough options for customized reporting.
What problems is the product solving and how is that benefiting you?
Easy to track who is doing what and to interact with the team without disturbing the customers
Recommendations to others considering the product:
Best customer service I have seen for any software in many years
Simple and intuitive help desk platform that gets it right.
What do you like best about the product?
It is very simple. The user interface is very appealing and user friendly for both technical and non-technical users.
What do you dislike about the product?
I don't like the price subscription model. It is expensive to run based on the technicians you use. I would like there to be more affordable price points.
What problems is the product solving and how is that benefiting you?
Fresh desk helps our organization keep self help articles in one place for users to troubleshoot on their own. The portal is very easy for inexperienced users.
Freshdesk: A Fresh interpretation of your everyday helpdesk
What do you like best about the product?
Freshdesk has as a main characteristic that you can be up and running with your Service Desk operations within the hour, literally from purchasing the license until actually engaging your users and agents in it. It's very, very easy to configure and customize in a basic and intermediate level, and for those power users that needs to do more Freshdesk also provides further customization options with CSS, an API and webhooks for external integrations. Also, it's Cloud-based, so you'll be forgetting about local hardware acquisition, configuration and maintenance.
What do you dislike about the product?
On the other hand, its highly user-friendliness deprives it of more advanced options, such as deep customization of dependent fields and field-level data validation. However, as a trade-off for startups and even middle-level companies willing to begin their operations in a rush, it's a totally forgivable drawback.
What problems is the product solving and how is that benefiting you?
We use Freshdesk on several operations, ranging from Government and Retail up to the traditional IT Service Desk and even HR. Freshdesk is sufficiently flexible to adapt itself to a variety of scenarios, not only IT-related.
Recommendations to others considering the product:
Give it a try! Freshdesk has a free tier (named appropriately "Sprout") and one month of full-featured "Garden" version, after which you'll keep your account within the free tier features. It's a no-lose scenario.
Great System
What do you like best about the product?
We use this system on a daily basis- our properties submit files for move ins and recertifications in individual tickets for approval.
What do you dislike about the product?
I do not like that the system does not put the tickets in order based on when they are responded.
What problems is the product solving and how is that benefiting you?
This has made our file approval process a lot easier- because we are no longer working files over our individual emails, we are able to help each other review since we all have access to each others tickets.
The best platform to offer support for customers
What do you like best about the product?
Very reliable performance with a great range of features and customization.
What do you dislike about the product?
Honestly, there isn't really anything to dislike.
What problems is the product solving and how is that benefiting you?
I'm running a platform to give gamers the ability to earn virtual game items for free. Freshdesk enables me to offer a better support for my users.
Recommendations to others considering the product:
Yes, definetly try it!
Solid Platform
What do you like best about the product?
Fast Customer support. Whenever there is an issue, you get through to a helpful member of staff in minutes
What do you dislike about the product?
The interface is a little bland and off-putting at first
What problems is the product solving and how is that benefiting you?
Customer support via email and online chat
Recommendations to others considering the product:
Go for it
Customer Help
What do you like best about the product?
I liked how friendly the team were and were up for helping me, even though I had no idea what I was doing!
What do you dislike about the product?
Nothing at all, there was nothing to not like
What problems is the product solving and how is that benefiting you?
It allows me to keep everything in one place and ensure i am providing the best customer service.
Great helpdesk system with amazing support
What do you like best about the product?
The feature set meets our needs very well, even the free version is already way better than many competitors paid version.
What do you dislike about the product?
The old interface you currently get when logging in is very outdated. Luckily there is a new version called "Mint" which seems to be in a beta phase right now and activation can be requested from Freshdesks support team.
Unfortunately, the dashboard still doesn't automatically reload even with the new interface, therefore a browser refresh is necessary from time to time to see new incoming tickets.
Unfortunately, the dashboard still doesn't automatically reload even with the new interface, therefore a browser refresh is necessary from time to time to see new incoming tickets.
What problems is the product solving and how is that benefiting you?
Quicker response times for support requests, better traceability of customer issues.
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