Freshdesk
Freshworks Inc.External reviews
3,513 reviews
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Freshdesk is awesome
What do you like best about the product?
I like Freshdesk support team, they are professional and their service is awesome. I know some of their names, and no matter I sign the contract yet or not, their attitude is still the same, very enthusiastic.
And they always recognize me even I or my colleagues approach them from serveral email accounts, they still know them all come from our company.
And they always recognize me even I or my colleagues approach them from serveral email accounts, they still know them all come from our company.
What do you dislike about the product?
I hope that I can see you guys from some TVC videos in future.
What problems is the product solving and how is that benefiting you?
We use Freshdesk service to integrate with our corporate management system. I like their reports, it's so helpful that I can check out all important index to improve our customer services.
Freshdesk is just what our customer support was missing!
What do you like best about the product?
We only use Freshdesk to manage emails, but for that type of use Freshdesk is easy to use and it really doesn't take long to get used to it. It offers a great overview of all active tickets and the customizability and automation it offers is really useful.
Their support is also top notch - incredibly responsive and helpful.
Their support is also top notch - incredibly responsive and helpful.
What do you dislike about the product?
There is really nothing I can think of that would bother us. Maybe the search function could use some improvement, as it is sometimes a bit hard to find what you are looking for. But that is just compared to Gmail search anyway, which is probably not really fair when there Google standing behind it.
What problems is the product solving and how is that benefiting you?
Providing customer support to our customers and representatives regarding our software and hardware products.
Quick and easy to use
What do you like best about the product?
Freshdesk is simple to use and even contains a few advanced features not found in more expensive help desk solutions.
What do you dislike about the product?
Sometimes the notification from my iPhone does not work as I expected. Maybe it is a problem from my iPhone/ internet connection / or maybe the problem is from FreshDesk. This is a very important feature for us to get a notification in real time because we want to solve our user's problem immediately.
What problems is the product solving and how is that benefiting you?
We communicate with our customers very easy
We are responding to our customers also from mobile phones
We are using also our help desk feature and our customers do not contact us anymore because they find already the answers there.
We are responding to our customers also from mobile phones
We are using also our help desk feature and our customers do not contact us anymore because they find already the answers there.
Intuitive to use and easy to self-manage.
What do you like best about the product?
Intuitive to use and easy to self-manage.
What do you dislike about the product?
Not much. It does exactly what I need. Recommendation - Allow for easier import/export of the data base.
What problems is the product solving and how is that benefiting you?
Helps create a customer friendly face for the company. Enable us to move away from an email-based system to a tool based.
Easy but complex software.
What do you like best about the product?
I like that the free version has a lot of features.
What do you dislike about the product?
I didn't like that you couldn't easily integrate with Active Directory.
What problems is the product solving and how is that benefiting you?
IT Helpdesk Support. Provides a central location and knowledge base of answers.
Freshdesk Support Tools
What do you like best about the product?
We recently switched over from a less expensive but pretty decent helpdesk solution but were looking for a more complete package. We looked at quite a few and being a small company we weren't sure if any of them were worth the price.
We had always heard good things about freshdesk from people that used the free product so we decided to give it a shot. We started out with the free version just to give the basic features a try and really liked the layout, ease of use and the responsiveness of the software so we decided to take the plunge and upgrade our plan.
If I had to list my favorite features for me as a manager, it would be the reporting, automation of tickets and scenarios (triggers). The chat is also a huge bonus as nobody puts that together like freshbooks. The super customizable SLA rules are huge for me as well so I can stay on top of tickets that belong to some of our more high profile customers. Turns out that I cannot name just a few features that I like because they have done a really good job covering most if not all bases when it comes to the needs of a support team.
While I am at it, I might as well mention the support portal. It's phenomenal. Adding solutions on the fly as you are creating a response to a ticket is a huge time saver, not only right then, but in the future when your customers are searching for answers and can help themselves. You can also take a ticket for feature requests or changes and add them to the forums as you are replying to the ticket, so other customers can vote on and see things in our development cycle.
I could go on and on, but I would suggest that you jump on a demo or try out the free version like we did.
We had always heard good things about freshdesk from people that used the free product so we decided to give it a shot. We started out with the free version just to give the basic features a try and really liked the layout, ease of use and the responsiveness of the software so we decided to take the plunge and upgrade our plan.
If I had to list my favorite features for me as a manager, it would be the reporting, automation of tickets and scenarios (triggers). The chat is also a huge bonus as nobody puts that together like freshbooks. The super customizable SLA rules are huge for me as well so I can stay on top of tickets that belong to some of our more high profile customers. Turns out that I cannot name just a few features that I like because they have done a really good job covering most if not all bases when it comes to the needs of a support team.
While I am at it, I might as well mention the support portal. It's phenomenal. Adding solutions on the fly as you are creating a response to a ticket is a huge time saver, not only right then, but in the future when your customers are searching for answers and can help themselves. You can also take a ticket for feature requests or changes and add them to the forums as you are replying to the ticket, so other customers can vote on and see things in our development cycle.
I could go on and on, but I would suggest that you jump on a demo or try out the free version like we did.
What do you dislike about the product?
There were a couple nice things about the old software that we miss in freshbooks, but those features were a part of a separate piece of software that only did one thing and that was chat.
The freshdesk chat is a bit limiting by it not being able to be popped out from the browser, not having a continuous ring (we've missed a couple chats this way) and by not having a desktop version of chat.
I think the chat feature is a bit new so I'm confident that they will get that in line with the progressiveness of the rest of the software.
The other thing is the phone/voice that is built into the software seems to be hit or miss in our situation. The calls drop every once in a while and almost all of the time we have some kind of voice delay/latency issues.
Other than that, it is a solid, worth the money and at least a look piece of support software.
The freshdesk chat is a bit limiting by it not being able to be popped out from the browser, not having a continuous ring (we've missed a couple chats this way) and by not having a desktop version of chat.
I think the chat feature is a bit new so I'm confident that they will get that in line with the progressiveness of the rest of the software.
The other thing is the phone/voice that is built into the software seems to be hit or miss in our situation. The calls drop every once in a while and almost all of the time we have some kind of voice delay/latency issues.
Other than that, it is a solid, worth the money and at least a look piece of support software.
What problems is the product solving and how is that benefiting you?
Were filling the need to support our software and the customers that use it. Just one of the benefits is that we can identify which customers are having the most trouble and offer training or add a level of service for them to be better equipped to handle issues they are having.
With the forums and support portal, we are also training our customers and new employees at the same time.
With the forums and support portal, we are also training our customers and new employees at the same time.
Recommendations to others considering the product:
Give it a try, more than likely you are going to find a way to fit it into your support system.
Just amazing
What do you like best about the product?
The support team are always available to help
What do you dislike about the product?
The reporting need a big improvement otherwise the rest is good
What problems is the product solving and how is that benefiting you?
Better FCR
Excellent Help Desk Software!
What do you like best about the product?
Cloud hosted, so can access from anywhere, including my phone. The phone apps in themselves are excellent. Also, customer service is very very good, with quick responses and eager to help.
What do you dislike about the product?
There's not much I dislike. If I had to be picky, I've thought about leaving because of lack of sub-tickets or children tickets feature. I'd like to take a task and be able to template several parts of the task into separate tickets. I suppose that's more of a project management feature, but it would be nice to have.
What problems is the product solving and how is that benefiting you?
(1) Keeping up with issues. It's difficult to track issues with only email, etc. So the help desk tracking features are excellent for me. (2) Tracking past issues. I like to reference what solved similar issues in the past. Freshdesk has a good search function.
Recommendations to others considering the product:
Grad a trial and give it a try. It's excellent and I highly recommend it!
Excellent Small Business Tool!
What do you like best about the product?
The mobile app! My business is all mobile so I do not bring my laptop with me everywhere I go. So any tool that I look into that has a well-developed phone app usually wins me over. Freshdesk has an awesome app that is incredibly easy to navigate around and also is very similar to the desktop version. This allows for ease when handling several issues at once.
Fabulous app, Wonderful customer service, and incredible experience with Freshdesk so far!
Fabulous app, Wonderful customer service, and incredible experience with Freshdesk so far!
What do you dislike about the product?
So far I can't say that I dislike something.
What problems is the product solving and how is that benefiting you?
Keeping up with our support email address. I need this service but do not use it enough to pay for it. It is awesome to have access to this tool even though we are still less than 5 staff (1 of those helps with this task in particular). Now I won't miss out on helping a client. This builds a positive reputation that has been an area where we have struggled in the past. Looking forward to adding more features as we grow.
Recommendations to others considering the product:
Be patient and know that it can take a day or two to get this completely set-up.Don't hesitate asking questions. Their support rocks!
Freshdesk
What do you like best about the product?
The operating instructions are written in clear English.
What do you dislike about the product?
I would like to see a bit more variety in the types of key categories. When I have a problem with my system pc's keyboard, I would like to see a category for that, for example.
What problems is the product solving and how is that benefiting you?
Technological hardware issues for our school systems.
Recommendations to others considering the product:
This is a very user friendly system for teachers. Our technology department really makes this work for us.
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