Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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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.
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.
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