Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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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.
Email and Chat
What do you like best about the product?
Freshdesk gives us good insight into our email and chat communication.
What do you dislike about the product?
There are mostly little, nit-picky things, but nothing major. Would mostly like to see more flexibility with the chat features.
What problems is the product solving and how is that benefiting you?
We wanted to have full insight into customer responses for quality assurance, as well as reporting and tracking on response time. Freshdesk has helped us accomplish those goals.
Robust helpdesk ticketing solution for SaaS business
What do you like best about the product?
We switched from another helpdesk solution to Freshdesk over a year ago. The transition was pretty smooth and the solution is easier to use for our team and our clients. The solution is very stable and is always on. So far we haven't encountered any down time. Our customer success manager offered to review our setup and offer recommendations so we can leverage the solution to its fullest potential.
What do you dislike about the product?
We would like to get more support to use the solution more optimally. After talking to our customer success manager, we have setup a time to discuss best practices and how we can use the solution more optimally.
What problems is the product solving and how is that benefiting you?
We rely on Freshdesk as out support ticketing system for our SaaS based center management solution for child care. So far, it has worked out pretty well.
Rapid support when we needed it
What do you like best about the product?
We've been using Freshdesk heavily for quite some time; and it's a big improvement over our previous ticketing system. However, we've been struggling with the automatic new ticket creation feature, as we had people trying to append to existing tickets who were originally part of the ticket string. I found a support string on the same subject and contacted the the Freshdesk representative involved. Within 15 minutes he'd responded and a few minutes after that he'd fixed our issue for us. Now that's service!
What do you dislike about the product?
Some of the reporting and search functions could be richer. I'd also like it to integrate with Connectwise Automate (previous Labtech) out of the box.
What problems is the product solving and how is that benefiting you?
We are a IT service desk support multiple customers, their users, and infrastructure.
Good System, Fits our needs well, Support could be more empathetic
What do you like best about the product?
Our team has used Freshdesk for over 2.5 years. It works really well to manage a variety of ticket types. I like that everyone in our company feels comfortable navigating the system. With a little bit of knowledge it's fast to set up and customize processes to your liking. They have great help tutorials if you need more information on a feature.
What do you dislike about the product?
The support leaves a lot to be desired. Typically if I have an urgent issue I reach out via their live chat. I have had a lot of problems with their agents not being empathetic to the issue at hand, or having to "prove' that there is a problem, repeat details, or provide information that their team has access to see already. They are also frequently slow to respond to chat messages. The folks I've worked with directly (dedicated account managers, etc) have all been great, but live chat (which I use when the walls are burning down already) leaves a lot to be desired.
What problems is the product solving and how is that benefiting you?
Our team uses Freshdesk as our "document of truth" - all customer data ends up here.
Recommendations to others considering the product:
Learn the product well. And get a good account manager as a backup to their live chat support.
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