Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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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.
A great CRM tool with flexibility to customize the portal
What do you like best about the product?
Flexibility to customize the portal,Look and feel,In-built automation,Ability to track the ticket status as supervisor and Auto ticket assignment
What do you dislike about the product?
Reports are way below the standard. Customizing the report is next to impossible
What problems is the product solving and how is that benefiting you?
Customer experience.
Simple Helpdesk for a Small Business
What do you like best about the product?
So far the follow up support has been excellent. Responses via email were quick and when they were unable to resolve my problem, they initiated a screen share session.
What do you dislike about the product?
There is limited customization compared to other help-desk tools that I have previously used. Depending on the size of your company and complexity of your incidents, will determine whether this product is suitable for you.
What problems is the product solving and how is that benefiting you?
Automating our help desk solution and reducing the number of emails in and out of the company.
So far, so good
What do you like best about the product?
We've recently started trying Freshdesk to handle requests from our customers and so far the initial setup is very easy and is working fine.
Support has also been very efficient in a couple of questions we had.
Support has also been very efficient in a couple of questions we had.
What do you dislike about the product?
Nothing, so far. It seems to cover all the features we expected.
What problems is the product solving and how is that benefiting you?
Handling requests from our customers.
Features are useful
What do you like best about the product?
Hi,
Have been managing FD as an admin from last few months and have been able to implement few great solutions with the help of features and help of support team.
Have been managing FD as an admin from last few months and have been able to implement few great solutions with the help of features and help of support team.
What do you dislike about the product?
Few technical suggestions: like adding of tags and having it as a mandatory field.
Loading time is high sometimes
Loading time is high sometimes
What problems is the product solving and how is that benefiting you?
It helps in internal coordination in a cross functional environment
The easy and simple way of use.
What do you like best about the product?
I like that I can easily use a powerful in terms of being able to customize it for your business special workflows. I like that I can to realize our own templates. Always gives you all the base functionality necessary for a help desk. Great to work with it and I like it very much.
What do you dislike about the product?
I'm glad that till now I don't have any big issue with this software. Yes, I can't say that all the way was smoothy step of using that solution. Some time platform was slow and it really makes me upset. Thanks that I solved that problem. Support service they know what they do.
What problems is the product solving and how is that benefiting you?
We are more concentrate on important things which we need to do. Also, we have the ability to manage all our working stages. The great solution which helps us to be more close to our clients. In our company is everything in right place.
Recommendations to others considering the product:
An amazing software. Will always work on everything that you need. The platform works with fast speed. Don't worry all your documents will be secured. Always powerful customer service. I like all sides of it. I recommend it to you.
Exceeding Expectations
What do you like best about the product?
FreshDesk support and sales team have been fantastic to work with - fast, friendly, and always willing to assist and help where needed.. The Freshdesk system works, and works really well for our team. Little to no customization was necessary to get going, and our support team is embracing it.
What do you dislike about the product?
Reporting could use some improvement to allow for more scheduled customer reports to shareholders. SSO/SAML signin is there, but it's for the entire installation, which includes customer accounts - we would rather have SSO for agents only, and customers use the internal FreshDesk authentication system.
What problems is the product solving and how is that benefiting you?
Migrating from SalesForce to FreshDesk for a dedicated, purpose-built platform for support call centers. FreshDesk has offered us a fast, easy to use solution with integrated phone to allow our support team to quickly resolve customer issues and to ensure nothing falls through the cracks. Any question or concern we have had utilizing the system has been quickly resolved or explained by the support team - all expectations have been exceeded by FreshDesk team.
Recommendations to others considering the product:
Make sure you trial and verify the features fit your needs - their support and sales team is top notch and are not afraid to jump on a remote session to verify what you are seeing and needing to perform.
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