Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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Useful product and helpfull support
What do you like best about the product?
Ease of use and able to customize to my needs
What do you dislike about the product?
Tickets can not be linked unless you have a special link ticket. Be nice to just link related tickets
What problems is the product solving and how is that benefiting you?
Better time management
Friendly Staff and Prompt Response
What do you like best about the product?
When I had an issue with the Freshdesk application itself, it was nice to know that there are staff members eager to assist. They were very friendly and were curious as to the root cause of my issue.
What do you dislike about the product?
The response time could have been a bit better.
What problems is the product solving and how is that benefiting you?
We have a helpdesk where our users can submit tickets when they have issues.
Excellent in the product they sell
What do you like best about the product?
You sell a customer service product and Freshdesk gives the best example how to treat their customers. Fast and clear answers and quick contact.
What do you dislike about the product?
I am sad to say that i don't like the pricing system. I would have gone op long ago if it was not forced per user. Because of this you cant go for features you want just for a selected group of users.
What problems is the product solving and how is that benefiting you?
I can focus on what my company is good at and i can use Freshdesk to support me in the customer support department. With this everybody does what he or she is good at
Recommendations to others considering the product:
First take a good look at what you need and will need in the future. It is important to know your features before you start
A solid platform with only a few minor drawbacks
What do you like best about the product?
An extensive functionality of the platform. Whatever functionality I ever think of - I can find it already implemented there.
Ability to integrate Freshdesk into our mobile app.
A great search in the self-help page.
Ability to integrate Freshdesk into our mobile app.
A great search in the self-help page.
What do you dislike about the product?
The fact that our account has been suspended because of being late with the payment. Even though banks were not working in our country due to Christmas Holidays that is the biggest holidays throughout Europe.
What problems is the product solving and how is that benefiting you?
We are solving business - end user communication problem.
Recommendations to others considering the product:
Staff is very helpful in the very beginning which is really important as it's not very easy to setup the platform and customize it yourself.
Freshdesk Experience
What do you like best about the product?
I like that we never miss any customers inquiries because of all the features freshdesk has.
What do you dislike about the product?
I dislike the learning curve it takes for employees to get up to speed. But for people who have customer support experience it is easy for them to get started
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to answer every customer inquiry all on one single interface. I enjoy how freshdesk is integrated with Facebook and Twitter.
Freshdesk works great
What do you like best about the product?
Easy to use and setup. Good collaboration between departments.
What do you dislike about the product?
No html emails for canned messsges at this time.
What problems is the product solving and how is that benefiting you?
Easy to use across departments.
Freshdesk - easy to use, fast support
What do you like best about the product?
Freshdesk is easy to setup for new groups and agents. I can obtain help or additional licenses quickly via the web chat support. Reports are flexible enough, too, with the Garden level meeting all of our needs as a non-profit organization with 3 support areas.
What do you dislike about the product?
Haven't found anything that I dislike. Keep up the good work!
What problems is the product solving and how is that benefiting you?
We have three business areas within our company. Each has separate Freshdesk group, so the inboxes are separated, which is great. The agent only sees the group they are assigned to. This tool provides ticket tracking, historical info to glean from, stats for agents and groups. This tool has provided one place for staff to email help requests for one of the three areas, one place for online web forms to arrive into another area, and one internal transfer as needed into the third area. This product meets our needs easily!
Recommendations to others considering the product:
Whether for Historical records, stats, ticket collaboration or basic ticketing, this product is easy to setup, administer and use for one to several (private) groups within your company. I recommend it!
Freshdesk as a ticketing system
What do you like best about the product?
The filtering capability allows excellent reporting and analysis of tickets and agent performance.
What do you dislike about the product?
I'd like to see more customization allowed on reporting and particularly on what we view in the dashboard.
What problems is the product solving and how is that benefiting you?
Ability to understand individual response rates for individuals was not transparent on our previous system and we are better able to now reward top performers and to identify those agents that need support.
Recommendations to others considering the product:
They may need a separate dashboard app that they can customize eg Klipfolio.
Good software but needs an update
What do you like best about the product?
I loved the help I got from the Freshdesk account managers with setting up my help desk. They went above and beyond to make sure I could do everything I wanted.
What do you dislike about the product?
That said, the system is archaic in that there are almost ZERO usable free "skins" for Freshdesk. For companies with lower budgets this is a dealbreaker. It's ridiculous to expect that each company will code their own interface (or buy a $300 interface).
What problems is the product solving and how is that benefiting you?
It creates great setup for a help desk site.
Recommendations to others considering the product:
Consider the design options if you are a small company.
Wonderful support experience and fantastic follow-up
What do you like best about the product?
The support agent that had assisted during phone call was attentive, caring and seemed very dedicated to helping resolve an issue we had encountered on our customer portal. He had provided wonderful support, pulled up our company profile and ensured we were on the right track for resolution - he had made the process very clear and easy. He had also gone above and beyond w follow up to ensure that we were able to resolve the issue fully and encouraged that he and his team were available at anytime for support needs in future. This was truly a wonderful, quick and helpful experience!
What do you dislike about the product?
I had experienced no "dislikes" during this process. Karthik had sent the support ticket information via email to ensure we had an avenue to reconnect and receive further support if needed and stayed in contact w us until the issue was fully resolved - this is greatly appreciated.
What problems is the product solving and how is that benefiting you?
We had an adjustment to one of our customer portals (email forwarding into ticket submission) due to changes in client needs, which Freshdesk support had guided us through w ease.
The Freshdesk software/platform has created a great environment for our client - being able to clearly intake, track and address/dispatch any of their needs to the appropriate departments, while maintaining detailed records for history tracking and reporting - this had also aided in strengthening areas where repeat issues had arisen (i.e. identifying/implementing new standards based off of collected data.) It has also greatly supported our ability to communicate w our clients and ensure they receive the appropriate service and follow up for any of their needs.
The Freshdesk software/platform has created a great environment for our client - being able to clearly intake, track and address/dispatch any of their needs to the appropriate departments, while maintaining detailed records for history tracking and reporting - this had also aided in strengthening areas where repeat issues had arisen (i.e. identifying/implementing new standards based off of collected data.) It has also greatly supported our ability to communicate w our clients and ensure they receive the appropriate service and follow up for any of their needs.
Recommendations to others considering the product:
If you are looking for a "one stop" platform to support any/all needs, Freshdesk may be a beneficial tool for you and/or your company.
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