Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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Comfortable and useful app
What do you like best about the product?
I can manage all the tickets just by this simple app anywhere anytime. The free plan is really good for starter to try this.
What do you dislike about the product?
It's a little slow sometimes. Tickets can't be tracked to assets. Mobile users have not enough features
What problems is the product solving and how is that benefiting you?
I want to manage customer tickets everywhere by my phone and this app is my choice
Recommendations to others considering the product:
Try free plan then you will love this
Always improving - just like the product it supports!
What do you like best about the product?
We’ve seen a lot of change with Freshdesk and have upgraded plans to take advantage of great add-ones like live chat.
What do you dislike about the product?
The interface could be more appealing. Also their customer success team is on the opposite side of the planet.
What problems is the product solving and how is that benefiting you?
Connecting our support team, customer success managers, and engineers.
Good to Start
What do you like best about the product?
its free for a single technician and has a mobile app
What do you dislike about the product?
It Gets quite pricey when you have more than 5 techs
What problems is the product solving and how is that benefiting you?
growing company
Recommendations to others considering the product:
you will switch again
Good nice and decent service
What do you like best about the product?
It is a very easy to manage even with a variety of ticket types and very easy for the users to navigate their way through it.
What do you dislike about the product?
The overall experience is a bit slower. It takes some time to get the response which is sometimes a bit hard to deal with.
What problems is the product solving and how is that benefiting you?
We use freshdesk to solve the problems for our customer care employees
Recommendations to others considering the product:
Even though it needs some improvement, I would recommend Freshdesk as it's setup is easy and have some noteworthy customization,
Great lite ticketing system that can standalone in the lite version
What do you like best about the product?
Basic feature set that allowed us to set up a support portal for a small team rather quickly.
What do you dislike about the product?
Pricing per user for lite version is a bit expensive.
What problems is the product solving and how is that benefiting you?
Setting up a support organization quickly, continued monitoring of our support queues. Enough analysis for our initial support team.
Recommendations to others considering the product:
Lite features are enough to get started, consider upgrading once you hit a certain threshold that makes sense for your team size for better product.
Freshdesk helpdesk
What do you like best about the product?
I really like the software, it’s fast and reliable
What do you dislike about the product?
I wish the search feature worked better, it doesn’t find tickets in any kind of order and finds anything it thinks is remotely close which doesn’t help
What problems is the product solving and how is that benefiting you?
Receiving tickets for email, and pc and iPad/iPhone related issues. Plus problems with the companies proprietary softeare
Good support for Customer Support
What do you like best about the product?
The customer support for Freshdesk is great. They help you to set up your help desk and all the features you need via online meeting and emails. They are quick to respond to questions so you can get set up quickly. The software allows us to manage emails (tickets) without making them look like tickets to our customers...they just look like we're responding to their emails.
What do you dislike about the product?
I think most of the Freshdesk support team (to help you get set up and answer questions) are located overseas...which is fine, I guess, but if you need to talk to them via online meeting, they are sometimes difficult to understand. Communicating via email is actually easier, I think.
What problems is the product solving and how is that benefiting you?
We had three people sharing one inbox to offer support to our customers. Freshdesk allows us to respond to these emails without overlapping responses or missing one. Also allows us to monitor the responses that are being given by our staff as they are being trained.
Recommendations to others considering the product:
We're a small, but growing company and Freshdesk has been a helpful tool to us so far. It's allowing us to deliver good customer service to our customers as our staff expands.
Simple and functional ticketing system
What do you like best about the product?
Simplicity, search filters, lots of areas can be customized. Responds fast for SaaS.
What do you dislike about the product?
Price for top plans is a little high, only some of top-tier package features are needed for us.
What problems is the product solving and how is that benefiting you?
Support tickets, chat with clients
Simple, Clean Customer Service
What do you like best about the product?
I've used several portals for Customer Service and what I enjoy most about Freshdesk is the simplicity. It is just easy to navigate and all the features are obvious and self explanatory. There is not a lot of searching through back menus to find the settings your looking for.
What do you dislike about the product?
Early on I encountered some bugs in the software that made things difficult. Issues with emails and notifications sending. That was years ago though, and they appear to be all ironed out now.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us the ability to provide quick service to customers in need without getting overwhelming. We currently use a different software for our internal clients and Freshdesk for the rest. The base version has more than enough features to provide the service we need to.
Recommendations to others considering the product:
Try out the base version (it has a free trial I believe). It has some great bonus features like gamification in the pricier versions, but I never found them necessary to provide exceptional support to our customers.
Freshdesk was a great building block
What do you like best about the product?
Freshdesk was the first support channel I had ever used and it was very efficient and allowed me to grow as a service professional. I liked the games and hierarchy.
What do you dislike about the product?
Phone and chat were not easily intergrated.
What problems is the product solving and how is that benefiting you?
It allowed us to communicate efficiently with our customers.
Recommendations to others considering the product:
Definitely integrate everything in. Not as solid when using multiple platforms.
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