Freshdesk
Freshworks Inc.External reviews
3,513 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk rocks with simplicity and ease of use!
What do you like best about the product?
When I log in, everything I need is conveniently located in 1 to 2 clicks (usually 1). That's ideal for me. To gain the biggest benefit, I like converting customer questions and our answers into FAQ's and other training tools. By me shooting mini video answers with the written detail, I"m building my help system up proactively. And anything asked that's not already in there I simply respond and turn that into a FAQ or training. It's extremely helpful doing that. I also like that I can easily switch from the agent view to the customer view without having to log out and view it that way. It helps me test what I want to see and allows me to very easily.
What do you dislike about the product?
At this time, it does everything I need it to do.
What problems is the product solving and how is that benefiting you?
As the co-owner of Doc&Do, a business management platform, using Freshdesk has allowed us to focus our development efforts on our platform and not a customer support component. That's a huge time and money saver for us.
Recommendations to others considering the product:
If you need a tool that's easy to implement and easy for your customers to use, this is an easy decision.
Easy to get started, reliable service
What do you like best about the product?
Very easy to get up and running. Good communication settings. Strong iPhone app to notify when clients need help.
What do you dislike about the product?
Nothing so far. Again meets all my needs and works 24/7.
What problems is the product solving and how is that benefiting you?
Wanted to provide easy support system with tracking and online knowledge base. FreshDesk was simple to setup and tracks everything easily.
Ticketing made easy with Slack integration and zero cost for the basics
What do you like best about the product?
The integration with Slack, The ease of use and hability to track all clients support questions
What do you dislike about the product?
The search features could be improved, I do not like the search and the conversation display, it does the job, but it should have a makeover
What problems is the product solving and how is that benefiting you?
Client support and SLA times checked
Recommendations to others considering the product:
Try the free version it's grest and just works, as I said earlier in this review, I do not like the search engine, but in reallity it gets the job done. when it comes to service and usability it has a great cost / quality racio. You can also import your data from Zendesk, that was a plus for a free service. We are now considering to upgrade our account from Spout (Free version) to Blossom.
Freshdesk makes our IT Department more efficient.
What do you like best about the product?
I love the fact that all of our tickets come in to a single location where we can manage and assign them to make sure we are as efficient as possible. Most importantly - I love that users can just send an email to our helpdesk describing their problem and a ticket is automatically created. There are also many automation features that are super handy. For example, you can automatically assign tickets by the content they contain. This could be keywords, phrases, etc. You can also have time based events that re-open tickets or automatically reply to the requester if no one has responded to them in a certain amount of time. Our organization loves it.
What do you dislike about the product?
The only major annoyance I have is when closing or resolving a ticket. Our staff are very eager to say thank you and often reply to the automated helpdesk email simply saying thank you or some other quick response. This ultimately re-opens the ticket because Freshdesk just sees the response. No matter how many times we say - no need to respond if the ticket was resolved, they still ultimately say thank you and re-open the ticket.
What problems is the product solving and how is that benefiting you?
Freshdesk has made us much more organized and efficient. We used to be inundated with emails. Often, these emails were to the wrong people which forced us to forward them to the correct person. Furthermore, these emails accidentally got lost or buried in a stack of other support emails and then people didn't get the support they needed. We are able to track how many tickets we close and monitor productivity.
Recommendations to others considering the product:
I highly recommend using this product. It does everything we need to make sure we take care of our customers.
Great way to send tickets to staff for review and follow up
What do you like best about the product?
I like that I can assign a task to someone, follow up on the status and completion of that task.
What do you dislike about the product?
I do not dislike any portion of this program at this time.
What problems is the product solving and how is that benefiting you?
Follow up, accountability, completion of tasks.
Recommendations to others considering the product:
Use this program to assign tasks, follow up on status, make staff accountable.
Program use & assistance review
What do you like best about the product?
It is a very user friendly program and you can train yourself with all the loads of FAQ's. The hands-on staff are just as amazing always offering solutions or assistance in a heart-beat. Totally Amazing team & product!
What do you dislike about the product?
There really is nothing major that pops out as a 'dislike-able' matter for me :)
What problems is the product solving and how is that benefiting you?
Loads of benefits in this program, too many to mention problems to be solved though, not much as your team at Freshdesk has been taking very good care of us.
Recommendations to others considering the product:
Absolutely amazing !!!!! Sign up immediately.
Great Tool and Excellent Support
What do you like best about the product?
We have been using FreshDesk for almost a year now and have had a very few issues with the product. We like that the product - its easy to implement and use. Support is excellent and the team is very responsive to our needs. Thank you Holly, Param and Thriyam for your support !
What do you dislike about the product?
I would like to see a more structure approach for implementations
What problems is the product solving and how is that benefiting you?
We have multiple teams interested in FreshDesk functionality starting from Customer Service and various support functions in the organization. Due to low cost and great functionality, tool allows to streamline internal process with minimal investment.
Surprisingly Functional and Effective
What do you like best about the product?
The feature included, and all the simplicity on its organization, configuration, as well with the fast application of changes, it was only good surprise at every single new step on my exploration of this tool. I've have been since than suggesting it for several companies I work with, friends that own business too, and I will continue.
What do you dislike about the product?
The limitation on design, and the descriptions or the promotional pages about certain apps, its not that clear. And of course that the of amount of information that is needed to absorb in a relative same short period of time, makes it challenging to understand specific areas, however not critical.
What problems is the product solving and how is that benefiting you?
All my social media communications as well with control and feedback to every interaction, e-mail, comment, private message on other platforms. All in one single place.
Recommendations to others considering the product:
SOLVED O PROBLEM OF OVERLOAD: imagine all the apps/websites like facebook messenger + twitter messages + email + support-email + support-tool + who knows what more, and all this open at same time in different tabs. Now I am able to see all of the important things by date, organized into a new singular common area, and answer from the app, with simple clicks of exercise ahahah.
Easiest software ever installed!
What do you like best about the product?
I like how easy it was to setup and use Freshdesk out of the box. I was able to setup and use within a day. Their guide is easy to use and steps you through in a logical fashion. When I did have a question their Support team was fantastic. They answered very quickly and provided 1-1 assistance when needed.
I would recommend to anyone who needs a support system and has ever worked within one before. I'v used many over the years and this is by far the best for Administration and Agent use.
I would recommend to anyone who needs a support system and has ever worked within one before. I'v used many over the years and this is by far the best for Administration and Agent use.
What do you dislike about the product?
We have used all of the features and are quite happy with each one. I have not had any issues to date with their product.
What problems is the product solving and how is that benefiting you?
We have been able to publish content and solutions to our customers in an efficient manner. Along with the chat features and new call routing within Freshdesk, we can respond quickly.
Recommendations to others considering the product:
It is the best out of box solution. Great first step for those who need a Support system but not sure where to start. This has everything in one package and will grow with your company.
Very Happy!
What do you like best about the product?
The simplicity to implement, customize and implement.
What do you dislike about the product?
That Freshdesk doesn't have customized forms for different types of tickets
What problems is the product solving and how is that benefiting you?
Service desk, Legal Department requests and Payable Accounts requests. We simplified all processes and now we have a excellent control of all requests.
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