Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use
What do you like best about the product?
Ease of use. It is easy to get help when needed and you can find the information you need.
What do you dislike about the product?
I have been pleased. Maybe the response time could be faster
What problems is the product solving and how is that benefiting you?
Communication with independent contractors.
Recommendations to others considering the product:
Very helpful. You can get information quick. If you need help there is a live chat.
Great for Internal Support
What do you like best about the product?
Very easy to sign-up and deploy. No need to talk with a salesperson before gaining access to a free trial. The ability to adjust folder visibility to specific groups of contacts is also very beneficial.
What do you dislike about the product?
Not being able to rename certain data fields. Some of the text fields only make sense when used with outside parties. One example is the "Company" field in contacts. Since we use Freshdesk internally, we would prefer to rename this to team or department.
What problems is the product solving and how is that benefiting you?
We wanted a single point of communication to store internal operations information and provide support to internal stakeholders such as employees. While we considered a generic wiki-style site, we realized that having an associated ticketing system would allow us to drive engagement with the site and remove clutter from the support team's inbox.
Solid help desk software
What do you like best about the product?
Love the fact that the system is cloud based for the deployment which makes it very easy to roll out to a company of small to large. They are continually innovating which is helping keep them on pace with competitors if not at the top already. Very easy to customize to any level you may need. The ticketing system works seamlessly where tickets can be navigated to the correct person with ease. Love how to software assists so two users dont answer the same email. The time tracking tool is another very slick one for supervisors to ensure their team is working efficiently.
What do you dislike about the product?
For some of the important features that we really liked, they are all in its top tier of pricing such as IP white listing. That top tier is roughly 100$ per user per month which can add up to a really large monthly total if you have a large team.
What problems is the product solving and how is that benefiting you?
This software is providing the help desk a database to work from. It is really supported on all platforms which makes it very usable in a large company but also can be very customizable for a small company as well.
Recommendations to others considering the product:
Freshdesk offers free trials so really its a no brainier to at least test it out. You may either like it or not but with the trial the risk will not cost you anything and you will get to learn about the software. They have like 5 different levels of subscriptions which gives you many options when choosing what you need. Price is per user and really do range from like 20$ per month per user to roughly 100$ per month per user.
Easy to use and easy to access information
What do you like best about the product?
Filtering views based on criteria and the ease in which replies can be handled and also updates through email.
What do you dislike about the product?
Email updates are often duplicated 2-3 times with each update
What problems is the product solving and how is that benefiting you?
Tracking client issues in real-time and logging for future reference allows history of progress
Recommendations to others considering the product:
Setup filters so you are not viewing all tickets from all departments
Helping to support customers
What do you like best about the product?
Many things like about Freshdesk. From the dashboard indicating what needs to be responded to, new tickets, the tracking of conversations, the ability to add support forums, and documents
What do you dislike about the product?
it would be nice if the system would group common issues together. As it is the same question maybe asked by the same client multiple times but has to be manually merged. Also it doesn't provide real time chat functionablity
What problems is the product solving and how is that benefiting you?
Providing customer support when their are problems.
Recommendations to others considering the product:
If looking for a real time chat ability this would not be the program for you. But if you want an organized way to know when new support questions come in, and a way of being able to search through previous support questions this is a great program. It has the side benefit that it will provide indirect training to new employees by reading through support questions and then the resolution of those questions.
Easy to use Ticketing Platform with excellent customer support
What do you like best about the product?
Freshdesk is an easy to use, user-friendly Ticketing platform that can be setup in under a few hours and used to simplify customer Service. I love the fact that Freshdesk is easily integrate-able with multiple sub-systems and provides the flexibility of using it in multiple channels like the PC, and having a dedicated mobile App. The product brings with it the power of analytics and other Plug-ins supported by multiple vendors that can help your data flow in and out of the system seamlessly.
Freshdesk is extremely customizable. Its menus and layouts make it very easy to make changes to your help desk within minutes, perhaps even seconds. If you are stuck and need help customizing, the Freshdesk team works extremely hard to help you achieve your goals.
I would like to say easy to set up, easy to use.Very good job I really see its helps us manage our customer support needs. Which is good and safe my time.In one clock i have my team in one place. So nice to communicate with.Really good I like it.
Freshdesk is extremely customizable. Its menus and layouts make it very easy to make changes to your help desk within minutes, perhaps even seconds. If you are stuck and need help customizing, the Freshdesk team works extremely hard to help you achieve your goals.
I would like to say easy to set up, easy to use.Very good job I really see its helps us manage our customer support needs. Which is good and safe my time.In one clock i have my team in one place. So nice to communicate with.Really good I like it.
What do you dislike about the product?
Thanks God I don't have any bad comments. So i can't say something really bad to use it.With install or working i don't have any problem but if you have some they have good customer support.
What problems is the product solving and how is that benefiting you?
Allows my agents to process applications, without interfering with each other. And do not worry about the fact that several employees respond to the same message, as everyone will be able to see who is working on this or that folder at the moment.So really helps.
Recommendations to others considering the product:
I think its just a plus if you have on your device program like Freshdesk. Will make you to concentrate more on other things.Its better to have than just think to start use.
Good but not perfect
What do you like best about the product?
Ease of access by web or phone app. This was crucial to our decision to go with Freshdesk.
What do you dislike about the product?
Impossible to either prefill or turn off some mandatory fields (requestor - I'd love to just default it to the logged in user)
Can't set a due date for a incident when creating it. "Server maintenance due Sunday night" for example, isn't usually overdue in 24 hours.
Can't set a due date for a incident when creating it. "Server maintenance due Sunday night" for example, isn't usually overdue in 24 hours.
What problems is the product solving and how is that benefiting you?
We needed a cost effective help desk ticketing system. Freshdesk has fit the requirements perfectly.
Great for the price
What do you like best about the product?
This is easy to use and pretty easy to configure. It also integrates with G Suite now for account creation.
What do you dislike about the product?
I'm not sure why it keeps sending help emails into spam, even from verified users and even agents. It greatly effects our response time, as we have to go and check to see if anything is there.
What problems is the product solving and how is that benefiting you?
This offers an easy, and cost effective way to keep track of help requests for our small company that has multiple people working the help desk as a small part of their other job.
Solid help desk
What do you like best about the product?
Ease of use and asset management software
What do you dislike about the product?
Configuration can be complex. It is not always easy to remove elements you don’t want.
What problems is the product solving and how is that benefiting you?
Lowering response times and increasing documentation.
Easy to use and very efficient in handling all my support tickets
What do you like best about the product?
Best part is how you can customize your service desk to what works best for you. Helps in keeping track and getting notification on all my ticket updates with ease.
What do you dislike about the product?
Only think I dislike about it is that I can to constantly add day passes every month and can not do it myself without contacting support.
What problems is the product solving and how is that benefiting you?
Managing all our customer support tickets
Recommendations to others considering the product:
Great product and ease to use
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