Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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Good experience with freshdesk
What do you like best about the product?
Using freshdesk for support is easy and user friendly. It offers multiple ways to narrow down a topic to suit your specific question or concern.
What do you dislike about the product?
It would be preferrable if freshdesk offered a chat feature. There can be a 24 hour wait time for response and that doesn’t lend itself to questions that need more immediate answers.
What problems is the product solving and how is that benefiting you?
I work with VIPKid and use freshdesk for any issues that arise in the classroom.
Freshdesk is easy to navigate
What do you like best about the product?
I like the simple layout and ease of Freshdesk. It is not difficult to use, and it is clear how to navigate the system.
What do you dislike about the product?
With larger companies using Freshdesk as their technical issue communication, it can be easy for the support team to lose tickets, or have too many of them.
What problems is the product solving and how is that benefiting you?
We are generally able to have a clear and concise method of getting information and support we need.
Recommendations to others considering the product:
It is easy to use. As long as the system doesn't crash from the amount of traffic on it at one time, it is useful and quick.
Freshdesk use for a VIPKID teacher
What do you like best about the product?
The layout and look is simple and straight forward.
What do you dislike about the product?
The information is not in chronological order.
What problems is the product solving and how is that benefiting you?
Contacting VIPKID to ask questions about problems or issues related to teaching online courses.
Recommendations to others considering the product:
It is required for my company, but I have no complaints about the ease of use and features.
Freshdesk does cloud-based customer service well
What do you like best about the product?
I enjoy the many facets of customer service that Freshdesk has to offer its companies.
What do you dislike about the product?
Sometimes it is hard to get around the conversations in the forums, or return to a topic that was previously helpful when you are learning the ropes of the company.
What problems is the product solving and how is that benefiting you?
Bringing a large community of educators together to share resources is a great benefit.
Teacher User
What do you like best about the product?
I like the ease and accessibility of Freshdesk. The search function is helpful.
What do you dislike about the product?
I have no complaints about the use of freshdesk!
What problems is the product solving and how is that benefiting you?
I am searching for forums on various topics and submitting tickets for issues.
Freahdesk
What do you like best about the product?
Freahdesk is a great tool for our support team. It helps us manage support articles and interest with customers in a variety of ways.
What do you dislike about the product?
It is easy for me to lose track of tickets in the mix of things.
What problems is the product solving and how is that benefiting you?
This allows for us to interact with and address customers' needs.
Freshdesk gets better and better
What do you like best about the product?
We are authorized agents for Freshdesk. Our clients build a strong relationship with this platform, with each passing month, we are witnessing of how this solution grows with our customers. They can customize their website, live chat, surveys, social channels, email templates and more. Personally, I favor the automation, multi-lingual support, the new UI, and the agent collision detection.
What do you dislike about the product?
There are many things that can be added for a full experience. Customers ask for: A mobile app for end users, multi-lingual manuals, managing the live chat in real-time on agents' mobiles. Integration with WhatsApp, Instagram, and SMS. And a full Spanish version of the mobile app for agents is needed too.
What problems is the product solving and how is that benefiting you?
Freshdesk is a full-package help desk that is easy to use for all levels: Admins, agents, and end-users. The configuration and usage don't require a deep knowledge of the platform or heavy training for that matter. I recommend small and medium enterprises to start using this platform with at least one agent and keep escalating with more agents and features (upgrading the plan) as they needed.
Recommendations to others considering the product:
Start with a free trial. Test the platform in different plans (Blossom, Garden, Estate, Forest) to see which one suits you better, and ask consultants their point of view for your particular case.
Simple and easy help desk solution
What do you like best about the product?
Freshdesk is easy to navigate and use with a number of customization options to suite most business requirements. It is also reasonably priced, which makes it a cost-effective tool for small businesses like ours. Freshdesk also supports third-party integration - making it possible connect with the most popular social media channels and CRM solutions. Their support team is also very responsive, knowledgeable and helpful.
What do you dislike about the product?
There is very little to dislike about Freshdesk. I do think that the reports the software produces are basic and there is room for improvement in terms of providing administrators some additional analysis of the data.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage customer questions and inquiries that come from different channels (email, social media, etc.). With all customer communication happening in Freshdesk, we are able to manage our communication and development work better.
Recommendations to others considering the product:
Setting up the help desk and knowledge base can be a daunting task and it is easy to get confused with the options and customization that Freshdesk allows. Don't hesitate to contact the support team as I have found them to be very helpful and responsive in answering questions.
Good for Small Companies
What do you like best about the product?
I liked the ability to send customers an instant reply regarding the SLA for follow up.
What do you dislike about the product?
Reporting was lacking, it would have been nice to be able to report on statistics more easily.
What problems is the product solving and how is that benefiting you?
Knowledge articles, building a repository of information for customers.
Best Ticketing System!
What do you like best about the product?
- Cost Effective for a small organization
- Ease of use
- All rounded support
- Ease of use
- All rounded support
What do you dislike about the product?
- Not the best UI and UX compared to other leading competitors
- Reporting is not robust
- Needs some time to get used to, not very intuitive.
- Reporting is not robust
- Needs some time to get used to, not very intuitive.
What problems is the product solving and how is that benefiting you?
We used sales force as a ticketing system and was not completely integrated with our phone system. We wanted to move to a platform that was fully integrated and did not have any disparity in reporting.
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