Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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Fresh Desk offers great tools and features, as well as amazing flexibility.
What do you like best about the product?
I am very happy to share that the company I am working for profits on a daily basis from the knowledge and expertise of a great team of professionals that supports the Help Desk product.
What do you dislike about the product?
In order for the system to fully fulfill our business requirements some more features need to be added. However, we have to take into consideration that the Help Desk team is open to any new suggestions and business needs.
What problems is the product solving and how is that benefiting you?
Fresh Desk helps us to measure many important for our business parameters and to monitor the progress of our targets.
One of the best SaaS for customer support
What do you like best about the product?
It's really easy to use even Freshdesk has a lot of features, and the performance is also good, no stress for using. Also, it has many integration option with other services such as JIRA, it os really convenient too.
What do you dislike about the product?
Nothing really - it's really great. If anything, there are some room of improvement for admin UI's navigation.
What problems is the product solving and how is that benefiting you?
Managing and tracking customer's issues, Freskdesk helps us to do it in very simple and effective way.
Allowed us to quickly scale our business
What do you like best about the product?
When we acquired multiple agencies we knew our old systems were not going to work and that we needed a ticket management system of some type. Freshdesk was very easy to setup and get going. It is very easy to customize, automate, and build out. The tools in the Helpdesk Productivity section have been a life saver and made our team's jobs much easier.
What do you dislike about the product?
At this moment in time, we do not have any complaints.
What problems is the product solving and how is that benefiting you?
We're able to respond to clients on time, with next steps, and easily track the progress of our work. The internal and private notes become very useful when invoicing clients at the end of the month.
Freshdesk makes customer support seem like a breeze
What do you like best about the product?
The product is reliable and very stable. It is always there when it is needed, and will not let you down. They add new features, but not in a way that disrupts your workflow.
What do you dislike about the product?
The solutions knowledge base needs some work. The process of creating and maintaining articles is somewhat tedious.
What problems is the product solving and how is that benefiting you?
Being able to work with multiple product lines and client needs in a seamless fashion. We are able to quickly resolve tickets and share our knowledge with the rest of the team if necessary.
Great for Solopreneur HelpDesk
What do you like best about the product?
I love that FreshDesk gives me the ability to setup automated email responses; as a software developer, I can set up an email that 1) responds to the client in a customer-centric way by identifying their domain; and 2) creates a card in my Trello board with the issue.
What do you dislike about the product?
Nothing really - it's great. Asking too much to have simple CRM to manage potentials? :-)
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to simply manage my client enquiries without pfaffing around looking for the last link I sent out; if they report a bug, it gets emailed into a bug list in Trello; if they need a download link they just include a particular subject and the auto-email sends the link for that organisation. Simple. For any common 'how to' enquiries, I have referrals to the forum for step by step instructions. I look professional, and I look like I have a team. What's not to love?
Recommendations to others considering the product:
Great for software developers needing to manage multiple client deployments.
Freshdesk Rocks!
What do you like best about the product?
Cloud based, has all the basic features you expect from a ticketing system, great support and sensible product management driving enhancements based on customer feedback.
What do you dislike about the product?
Would like more criteria available when searching tickets.
What problems is the product solving and how is that benefiting you?
We needed a scalable ticketing system to grow with our company, that is accessible to our clients and offers a knowledge base as well. The automation features are great, and we just recently enabled calling through Freshdesk as well.
Excellent support desk for small business
What do you like best about the product?
Great features, really easy to setup, superb support.
What do you dislike about the product?
doesn't integrate with Salesforce without API support
What problems is the product solving and how is that benefiting you?
We were missing tickets, customers weren't getting replies. Helps me monitor support staff and make sure we have high customer satisfaction.
a good option for customer service platform
What do you like best about the product?
ability to assign customer requests - "tickets" to any user within our organization and seeing the progress of each ticket .
options for points for your internal users - a nice way to make the work more fun as its kind of a game.
integrations with major social accounts .
options for points for your internal users - a nice way to make the work more fun as its kind of a game.
integrations with major social accounts .
What do you dislike about the product?
tickets handling may sometimes be slow - app wise .
when a specific ticket has a lot of history then its hard to see what happened when - the chain of history is not always sorted by date .
initial setup may be long .
when a specific ticket has a lot of history then its hard to see what happened when - the chain of history is not always sorted by date .
initial setup may be long .
What problems is the product solving and how is that benefiting you?
we used to work only with outlook to answer our support request - this caused an issue as the amount of requests grow and the support stuff did not know easily which requested have been handled and which did not , using freshdesk we have made order and each request is assigned to a user and can be easily monitored .
Recommendations to others considering the product:
if you are in need for a support system - that mainly handle customer requests by email i would say this system is a good fit , if you are a very large company and need something more advanced i am not sure freshdesk is the right tool
Great ticket system and knowledgebase
What do you like best about the product?
The knowledgebase features are my favorite. I am corralling documentation on our different systems to give my users one place to go before they come to me.
What do you dislike about the product?
The process for my users to create an account seems a little clunky and has given some of my users problems.
What problems is the product solving and how is that benefiting you?
We are using FreshDesk to track information systems requests and to store documentation and web resources on each of our systems. I have improved accountability to my users and CYA for myself.
Recommendations to others considering the product:
I love that Whatfix integrates easily with Freshdesk. That's actually how I found Freshdesk. The two are a great pair.
Effective, easy and robust
What do you like best about the product?
The ability to see your support center from a big picture.
What do you dislike about the product?
Limited license, but that is their revenue model, so makes sense.
What problems is the product solving and how is that benefiting you?
Understand customer needs, get real-time feedback, maintain customer support, keep clients happy. The benefits we realized while using FreshDesk was transparency internally saving time and fixing problems quicker.
Recommendations to others considering the product:
It is less expensive than Zendesk and has all the same features (from my knowledge).
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