Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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Perfect for a growing support team
What do you like best about the product?
It's super easy to train new hires and on-board them onto Freshdesk. If they've any CRM experience in the past it's picked up in a few minutes and everyone else gets it not too much later.
What do you dislike about the product?
It's still missing a few features we'd like to see but we've been using it now for a few years with no real issues so I would consider these nice-to-haves.
What problems is the product solving and how is that benefiting you?
We successfully provide global technical support via Freshdesk to our customers. The ease of use and things like signing in with Google really help us take on new customers with few issues.
Freshdesk is helpful and rather user friendly
What do you like best about the product?
I like that there are a variety of options. I can set the view to most recent, most recently modified, etc. I also like that I can switch between users easily without having to log in and out. I also enjoy being able to loop in other members of my team onto specific tickets. Adding personalized tags is really nice as well. I also really enjoy the classes that they have been putting out recently.
What do you dislike about the product?
I wish customization included a way to remove options you don't use. The screen is very busy when you don't really care about some of the fields. I would be happier if Settings went back easier. When you change to view your Spam folder, for instance, it is kind of a pain to remember to click back to the folder you want before clicking tickets and finding yourself still in the same spot. That is probably user error on my part, however.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide customer support for an MMORPG. It definitely allows for multiple people on our end to jump in and lend a hand.
Recommendations to others considering the product:
Freshdesk is great for customer support. I really find it helpful in so many areas.
One of the easiest and flexible cloud Helpdesk solution
What do you like best about the product?
- Highly flexible - almost everything from the portal design, SLA, support product, etc. can be configured
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
What do you dislike about the product?
- Some functionalities still not available (you can read about them in their support forum)
What problems is the product solving and how is that benefiting you?
We used to have a tough time tracking ticket resolution with SLA and ensuring that we are answering customer's (end user) questions on time and effectively ... now we can!
Simple Ticket Management
What do you like best about the product?
Clean integration of external sources. Availability of open API for further analysis
What do you dislike about the product?
can't currently integrate with our internal communication platform of choice.
What problems is the product solving and how is that benefiting you?
A clean easy system for deploying and managing support tickets. Allowed the management of emails to be moved out and cleaned up our support management flow.
Recommendations to others considering the product:
Cloud based solution gives good flexibility in use
Freshdesk Review - IT Level
What do you like best about the product?
Ease of use of the system for both the service provider (Company) and users of the software (Customer) and at a relatively low pricing
What do you dislike about the product?
The lengthy registration process, it is complex as well.
What problems is the product solving and how is that benefiting you?
We were facing complaints related issue with IT department, it was very hard to keep track of the problems reported and the solution proposed. By freshdesk we have sorted that issue and using that we can manage the issues and solutions very easily
Great app for read respond and manage your tickets anytime.
What do you like best about the product?
It Great app for respond and manage your tickets anytime. Helping us to solve clients issue in point and click, best feature is we can create many knowledge articles for clients so it reduces the client's issues and increases better understanding with the product The agent can also improve their performance and we can monitor the agent's performance, can generate report easily. Great feature keep it up
What do you dislike about the product?
Filter options are limited, notification for the new ticket is also missing
What problems is the product solving and how is that benefiting you?
Clients issue and response management, we can generate the reports and we can monitor the agent's performance.we can also create and manage many knowledge articles for clients and easy to share with them, the client can also give us feedback for our articles on freshdesk.
Great Product
What do you like best about the product?
Look and Feel. Speed of the SaaS application. Analytics are great.
What do you dislike about the product?
No US Based support. Most companies will have a support team in the united states to service clients here. Not with Freshdesk. All their support is in india. Which is fine, except when you get someone on the phone that you cannot understand.
What problems is the product solving and how is that benefiting you?
Allows us to organize inbound client requests and assign them to CSRs. Allows us to service multiple channels from one browser window. Voice, email, chat.
Recommendations to others considering the product:
Best one we have used.
Comprehensive Support
What do you like best about the product?
Discovery and search of documentation as well as ease of reporting on and classification of issues.
What do you dislike about the product?
User account management lack of batch capabilities
What problems is the product solving and how is that benefiting you?
We are automating and tracking support and support instances. Providing searchable documentation.
Great helpedesk tool
What do you like best about the product?
Simple and very intuitive to use. Easy to setup and administrate with a great interface.
The integration of support portal and multilanguage options ara very useful.
Good report system. Easy to analyze and understand.
The option to integrate Freshdesk using the API or custom apps ara great.
The most important: Freshdesk support team is amazing. Quick, resolutive amb very kind.
The integration of support portal and multilanguage options ara very useful.
Good report system. Easy to analyze and understand.
The option to integrate Freshdesk using the API or custom apps ara great.
The most important: Freshdesk support team is amazing. Quick, resolutive amb very kind.
What do you dislike about the product?
Some bugs with live chat.
The collision agent system is a bit slow.
Reports options are good but still needs a little depth data.
The collision agent system is a bit slow.
Reports options are good but still needs a little depth data.
What problems is the product solving and how is that benefiting you?
Freshdesk provides us a great communication tool with our customers.
It allows us to integrate different communication channels in a simple way.
It also helps us with its multilingual support portal to offer documentation to our customers. All this with a simple interface to use that, as administrator, saves us a lot of time.
It allows us to integrate different communication channels in a simple way.
It also helps us with its multilingual support portal to offer documentation to our customers. All this with a simple interface to use that, as administrator, saves us a lot of time.
Recommendations to others considering the product:
Freshdesk has a simple and intuitive interface and a great support team.
Great support tool
What do you like best about the product?
There are few things which I love about Freshdesk are
1- Great interface
2- Simple navigation
3- Offers many customizations
4- Freshdesk support team
The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.
1- Great interface
2- Simple navigation
3- Offers many customizations
4- Freshdesk support team
The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.
What do you dislike about the product?
I would not say dislike as it is a very strong word but I feel Freshdesk can improve lot on below two points.
1- Though the software is not that much buggy but I am must say it is slow.
2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.
1- Though the software is not that much buggy but I am must say it is slow.
2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk mainly for email support and platform support.
Recommendations to others considering the product:
I would strongly recommend Freshdesk as it is easy to setup, have some awesome customization, have a really good support team who is always there to help you with your questions. I just love using Freshdesk.
Though there is room for improvement, I am pretty much sure Freshdesk team is working on it.
The new UI is a little bit buggy and slower.
I still do not find any dedicated success manager who can help us to better structure our support process. If I could find the best practices among support standard that would be awesome
Though there is room for improvement, I am pretty much sure Freshdesk team is working on it.
The new UI is a little bit buggy and slower.
I still do not find any dedicated success manager who can help us to better structure our support process. If I could find the best practices among support standard that would be awesome
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