Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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Great Tracking Software
What do you like best about the product?
The scalability of the product is great. You can start small and then add on as you go.
What do you dislike about the product?
Cost to scale. It can be a bit pricey for a small business to scale the product, but it's definitely worth the investment.
What problems is the product solving and how is that benefiting you?
managing support tickets and internal knowledge base
Recommendations to others considering the product:
Start with a single agent and add on as needed. Also, go with the second level plan as you can brand the front-end.
Capable and scalable - great support solution
What do you like best about the product?
Freshdesk is at its best when corresponding by email. The entire thread is visible and searchable. The editor works quite well for dropping in images and hotlinks. Lots of keyboard shortcuts make things faster.
Search function is fairly powerful, though a bit obtuse at times.
Search function is fairly powerful, though a bit obtuse at times.
What do you dislike about the product?
Contact info should be easier to copy and paste without clicking on things. Occasionally a draft email will get lost. Overall, not much to complain about.
What problems is the product solving and how is that benefiting you?
Freshdesk lets us keep track of customers, regardless of where they are in the sales flow. CRM can make sure we don't forget about customers, but it's Freshdesk that keeps track of what's actually going on. It works great with multiple users. The Solutions section is particularly useful for us, being able to insert pre-written responses as well as publishing a Knowledge Base on our website.
Recommendations to others considering the product:
There is not much that I would improve. Freshdesk will keep track of customer contact, allow for notes and can even handle VOIP use.
Freshdesk - half year later
What do you like best about the product?
All in one.
Good support from FreshDesk team.
Loyal price.
Constant improvements and updates.
Good support from FreshDesk team.
Loyal price.
Constant improvements and updates.
What do you dislike about the product?
Chat system - need to improve.
Need more flexible reporting system.
Need more branding for the multiproduct environment.
Calls over browser not always work right.
Need more flexible reporting system.
Need more branding for the multiproduct environment.
Calls over browser not always work right.
What problems is the product solving and how is that benefiting you?
We provide customer\technical support for our clients (most of them - IT startups).
Recommendations to others considering the product:
Feel free to ask any questions from FreshDesk support team. They are very friendly and always offer you best solution or good advice. And in this way you save a lot of time and money.
Freshdesk makes support a breeze
What do you like best about the product?
I love the ease with which I can create a knowledge base for my staff and clients to use.
What do you dislike about the product?
Nothing yet! Even the Sprout plan is awesome!
What problems is the product solving and how is that benefiting you?
Knowledge management, social media outreach, and improving consistency of responses to clients.
Responsive and super helpful team. Constantly updating the platform
What do you like best about the product?
The platform is constantly updated with new features. Their recent growth has shown dedication to improving Freshdesk, as well as their other new products including FreshCaller.
The Freshdesk team is super easy to get in contact with and was able to provide support in more advanced areas of platform, or in helping resolve issues using the platform.
The Freshdesk team is super easy to get in contact with and was able to provide support in more advanced areas of platform, or in helping resolve issues using the platform.
What do you dislike about the product?
*Updated comment regarding outdated interface. They've now launched their new Mint interface which is very clean and modern. *
Their splitting of their phone service into it's own product on a different page/product name has caused confusion in knowing what is in the realm of FreshDesk vs FreshCaller etc.
Some administrative menu items are hard to get to. Lower tiers of plans don't offer some basic features such as SPF and DMARC support by default.
Their splitting of their phone service into it's own product on a different page/product name has caused confusion in knowing what is in the realm of FreshDesk vs FreshCaller etc.
Some administrative menu items are hard to get to. Lower tiers of plans don't offer some basic features such as SPF and DMARC support by default.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our support tickets from multiple channels and be able to collaborate with other customer support agents within our company.
Recommendations to others considering the product:
Their team is super quick at responding and willing to be helpful. The platform does have occasional bugs, but their team is quick to respond and fix them.
Very Solid Ticketing System
What do you like best about the product?
I like the fact that I as one person was able to implement within a week. I also like that I was able to setup dependent dropdowns.
What do you dislike about the product?
The mobile app isn't very good for managers. Also the chat function needs some work. I'd really like to see in chat the ability to take over the other users computer. Would be very helpful for techsupport.
What problems is the product solving and how is that benefiting you?
We have been able to figure out what our call and email drivers are.
Recommendations to others considering the product:
Make sure you have all your ducks in a row before implementation. Really scope out what data you are trying to get out of it.
Both great and frustrating
What do you like best about the product?
Consolidation of lots of different support channels. Lower tier pricing is a decent value. Support from the company is pretty fast. Their mobile app is fairly feature rich.
What do you dislike about the product?
The lower tiers don' get many feature enhancements and are missing a couple of what I consider key components. Website is not fully responsive.
What problems is the product solving and how is that benefiting you?
Ability to consolidate and manage trouble tickets for our customers from a variety of channels and using geographically dispersed agents.
Recommendations to others considering the product:
It's pretty much everything you expect out of a ticket management system - tickets, knowledgebase, ticket escalation, reporting, integration with external tools like SalesForce and Jira. The lower pricing tiers get you a lot for the money but are missing a couple of components I consider key. For example, on the mid tier, you can't create basic text blocks on the "Open Ticket" page so customers can receive instructions on how to fill out the form. I think this should be available across all tiers - not just when you spend a few hundred extra per month for the tier that includes branding and full customization. One other major missing feature is it doesn't show recommendations for existing knowledgebase articles or prior tickets when agents are responding to customers. Customers see this when creating new tickets, but our agents have to manually search the old tickets and the knowledgebase to find info that might be relevant to the ticket they have open. They have also come out with numerous upgrades over the past few months, but few of these go to the lower tiers. As a startup, we can't afford to spend hundreds extra per month to increase our tier level. With that said, I do believe they are a decent value for the money - but make sure you know exactly what features you are looking for when selecting your trouble ticket platform.
Awesome helpdesk experience
What do you like best about the product?
Simple and customizable, Freshdesk is a tool with which we can no longer live !
What do you dislike about the product?
Nothing really. No software is perfect but it works great !
What problems is the product solving and how is that benefiting you?
IT Helpdesk and sales workflow.
The main benefits are :
- sharing information between sales and ingeneers
- all in one place
- invoicing
- mobility
The main benefits are :
- sharing information between sales and ingeneers
- all in one place
- invoicing
- mobility
Easy to use and effective
What do you like best about the product?
Freshdesk is easy to use and manage for our small support team. We can create and tag tickets easily. It has tremendous capabilities if we want to use it for more ticketing automation. It allows us to forward in requests and it figures out who the requester is with remarkable efficiency, which helps us greatly for billing. The pricing options start at free and then move up at reasonable rates.
What do you dislike about the product?
Like all support products, it is "clicky" for manual ticket entry. There are different pricing options and all team members need to be at the same level.
What problems is the product solving and how is that benefiting you?
Improves capture of tickets and billable time tracking
Recommendations to others considering the product:
Freshdesk has good integration with other cloud vendors; it is competitive with ZenDesk and other support tools. The overall value is there if other tools are not deeply embedded.
Smart, stable, easy to customize!
What do you like best about the product?
Manage tickets easily, split between agents on the fly, and build your knowledge base. Being able to control which types of client users have access to certain articles in the knowledge base is also excellent.
What do you dislike about the product?
Ticket status assignment is a bit tricky, and a little on the rigid side. Watch for automatic ticket status update settings, as these settings can sew confusion that is very hard to track down.
What problems is the product solving and how is that benefiting you?
We had a hard time managing open issues and client expectations before Freshdesk. Being able to manage all open issues by client, assign tickets directly to technical agents, and use Supervisor and other tools in the Freshdesk suite to provide oversight allowed us to scale our company 3x over one year.
Recommendations to others considering the product:
If your development team is using an agile software solution such as Jira, build your help desk to streamline with your dev team. If they are using something less developer-centric, like Trello, Freshdesk provides an essential function that can make a massive difference.
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