Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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External reviews are not included in the AWS star rating for the product.
We love Freshdesk
What do you like best about the product?
For our office mobile access is key to our success, Freshdesk has a great mobile app that puts the needs of our customers right in front of the PM or support techs no matter where in the world they are.
What do you dislike about the product?
Sometimes calls drop on the mobile app and that cam be very frustrating
What problems is the product solving and how is that benefiting you?
Support for our clients is just one aspect of our need. Additionally we have several public access websites and Freshdesk gives us control over all our multiple products, with separate reporting or call assignment. Understanding our support metrics and SLA has greatly improved using Freshdesk.
Recommendations to others considering the product:
Definately worth a look!
Keep Your Clients with FreskDesk
What do you like best about the product?
Easy to use, flexible, rich in features. Cross-org teams users major benefits. Our clients use it with ease and keeps them very satisfied. Their Support staff are awesome.
What do you dislike about the product?
Not much really. Possibly improve the client log-in landing page and some integration!
What problems is the product solving and how is that benefiting you?
Client Support functional and technical issues. Streamlined the process, achieved great efficiencies resolving issues at reduced time/cost. We achieved 100% referenceable client status -woo hoo! and generating more support income.
Recommendations to others considering the product:
stick with them. It's a great platform Your customers will take you more seriously and you will generate more support income from them.
Very Impressed!!
What do you like best about the product?
Very capable platform. Easy to customize. Does everything you could possibly need in helpdesk and some more. We have used Kayako and ZenDesk, we wanted to see if there was anything better outthere. Reviewed dozens of help desk apps in an extremely detailed fashion. Decided on FreshDesk and it has been smooth sailing. We are very impressed with the platform, the app, the customer service, features.
What do you dislike about the product?
The knowledge base suggestion feature could be improved. It wants users to type in keywords and the question is "How can we help you today?" - well most people type in a question in human form "I can't do xxxx" - it usually pulls up relevant articles but sometimes does not. It took Google a while to perfect their human question algorithm and FreshDesk said they are working on it.
What problems is the product solving and how is that benefiting you?
Ability to allow customers to solve their own problems before contacting you.
Portraying a professional, capable support platform and personnel.
Not worrying about maintaining infrastructure for support platform.
Portraying a professional, capable support platform and personnel.
Not worrying about maintaining infrastructure for support platform.
Recommendations to others considering the product:
This is absolutely a very capable platform and we are so happy we chose it. I was personally signing up for various trials and there was always something that was strange, we couldnt customize, it costed extra, etc. Very impressed with FreshDesk
Great Support Solution
What do you like best about the product?
Ease of use and mobile capability. With the canned responses, it's easy to quickly answer tickets and support issues - even on the go.
What do you dislike about the product?
The way the tickets are sorted can take some getting used to, but once you get the hang of it, there's not much to complain about.
What problems is the product solving and how is that benefiting you?
Freshdesk helps our remote team resolve support issues at anytime of the day, anywhere our team happens to be.
Easy to Use and a Valuable Way to Scale Your Business
What do you like best about the product?
I enjoy the ability to move away from one inbox into a company inbox where our team can see all of the communications from our company. The ability to have canned responses is a nice added benefit. Lastly, Freshdesk includes a lot of features but simplifies everything in a nice easy to use format.
What do you dislike about the product?
It seems ready for a refresh of the design just to give it a fresher look. Right now, it looks more like the original Basecamp did when it launched.
What problems is the product solving and how is that benefiting you?
We use it as our company email inbox. It allows us to not have to forward emails and gives us the ability to keep our team in the loop with our customer communications. We're also able to stay on top of communications, making sure we don't drop the ball.
Recommendations to others considering the product:
Check it out and see if it works for your business. The great thing is, they have a free plan so you can evaluate it and then upgrade depending on your needs.
Worry Free Functionality
What do you like best about the product?
Things can no longer fall through the cracks
What do you dislike about the product?
Paying for it. It is worth the cost, and the cost is modest, but if you want a complaint, I could wish it were free.
What problems is the product solving and how is that benefiting you?
Our 8 person staff supports software that enables 30 libraries to circulate their materials. A third to half of our effort goes into responding support questions from the libraries. Before Freshdesk, calls were often lost sight of and fell through the cracks. With minimal setup effort I now have a system that allows me to keep the pulse on our efforts, and response times have improved and unanswered calls disappered. Plus it is very reasonably priced. Our business requires a lot of third party software. FreshDesk is the one without any support issues of its own. 100% reliable.
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.
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