Freshdesk
Freshworks Inc.External reviews
3,513 reviews
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Great product - excellent customer service
What do you like best about the product?
We are starting our relationship with Freshdesk, and so far support has been understanding, friendly and helpful.
Every organization has its own needs and quirks. So far we have found Freshdesk to be quite adaptable to our needs. It does take some work to set up, however at every stage, we have received excellent advice and help from the Freshdesk support team.
Every organization has its own needs and quirks. So far we have found Freshdesk to be quite adaptable to our needs. It does take some work to set up, however at every stage, we have received excellent advice and help from the Freshdesk support team.
What do you dislike about the product?
Not much to dislike. It IS a little challenging to adapt your process to a software system, but that is true of any system. Challenges we have faced so far have been solved or assisted by the Freshdesk team.
What problems is the product solving and how is that benefiting you?
We have multiple help emails and a variety of people answering (in two languages). We are still in the starting stages, but the Freshdesk system is a huge improvement over email.
Recommendations to others considering the product:
Test the heck out of it during the trial period - throw your emails in and use it as if you were responding to live customers.
Be flexible. Almost no software will meet 100% of your needs.
And reach out to Freshdesk support with any questions.
Be flexible. Almost no software will meet 100% of your needs.
And reach out to Freshdesk support with any questions.
Support Management Software
What do you like best about the product?
The look and feel of Fresh Desk is great. Easy to create and track your support inquires. We went from the free tier to the next level for more reporting needs. The best thing about Fresh Desk is the support responsiveness and problem solving abilities. Aravind S. helped me figure out a reporting solution within 24 hours!
What do you dislike about the product?
Some of the download and reporting options aren't user friendly so you have to play around with the parameters at first.
What problems is the product solving and how is that benefiting you?
We are able to respond to our clients quickly and efficiently with product inquiries. The 'solutions' feature let's me respond to clients with FAQs within my response very easily.
Great Support Tool
What do you like best about the product?
Simple to navigate, not much training required. Agents can just login and start working. Has various customization to suit each business needs and not to forget, has an awesome support team who work with great TAT.
What do you dislike about the product?
The software is at times slow, especially with Live Chat.
What problems is the product solving and how is that benefiting you?
Purely for email and Chat support.
Good Ticketing System
What do you like best about the product?
It links with Olark and other systems so that you can input data from databases without having to manually input everything.
What do you dislike about the product?
Sometimes when you manually add a contact it can take up to 30 minutes to come up in a search. Also it send you messages saying that you didn't close a ticket in 48 hours even over the weekend. Sometimes it takes longer to resolve a ticket and also of course we wouldn't close a ticket over the weekend when we aren't in the office. It's just annoying but to my knowledge you can't turn it off.
What problems is the product solving and how is that benefiting you?
It is easy to search for old tickets.
Bumpy to start but overall good product
What do you like best about the product?
The fact that you can easily review new and old emails as well as add private notes to a colleague to give them quick access to view the ticket. Also I like that you can add solutions so that if you see the same issue arise you are able to view solutions and provide a quick response.
What do you dislike about the product?
Only 3 things really.
1. The emails don't go in chronological order they often stack funny and you have the last email then the first then a bunch in the middle top to bottom.
2. On my version you cannot copy and paste a screenshot in and have it visible to the party you emailed to.
3. You cannot drag attachments in or out of fresh desk you must manually search and load into freshdesk or double click and in freshdesk do a save and attach in outlook or wherever.
1. The emails don't go in chronological order they often stack funny and you have the last email then the first then a bunch in the middle top to bottom.
2. On my version you cannot copy and paste a screenshot in and have it visible to the party you emailed to.
3. You cannot drag attachments in or out of fresh desk you must manually search and load into freshdesk or double click and in freshdesk do a save and attach in outlook or wherever.
What problems is the product solving and how is that benefiting you?
Franchise support tickets. Over 100 franchises rely on us to support them and get them the answers they need. Fresh desk enables us to do that and use it as a team mailbox for the fastest results.
Recommendations to others considering the product:
Good product. Still some hiccups and things I'd like to see fixed but I'm sure that's in due time
Good simple help desk support software
What do you like best about the product?
I like the simplicity of the software. Obviously we shouldn't expect that many features., but in my current company we wanted something simple so we went with Freshdesk.
What do you dislike about the product?
a little pricey for the features they offer. Not too bad though.
What problems is the product solving and how is that benefiting you?
Help Desk tickets tracking.
Recommendations to others considering the product:
just check out your requirements and check them with freshdesk. if Freshdesk can cover them then it's the way to go. simple and fast.
Freshdesk is a Great Scalable Option
What do you like best about the product?
Onboarding, customer management, agent management, and reporting are easy and efficient.
What do you dislike about the product?
The native reporting is not as comprehensive as I would like and I'd like to see more choices for add-ons.
What problems is the product solving and how is that benefiting you?
It made our onboarding process extremely easy, which was one of the biggest complaints we had with our old system, Microsoft CRM.
Recommendations to others considering the product:
It does not support mass emails/email blasts, so you will need to closely evaluate email add-ons. We like MailChimp.
Excellent CS Solution
What do you like best about the product?
- User friendly
- Easy to Implement
- Simple set up
- Great UI
- Customizable
- Outstanding Customer Support
- All-in-one CRM solution
- Great tutorials
- Excellent for small or large teams
- Easy to Implement
- Simple set up
- Great UI
- Customizable
- Outstanding Customer Support
- All-in-one CRM solution
- Great tutorials
- Excellent for small or large teams
What do you dislike about the product?
Could use a few additional functionalities - i.e. the ability to bcc when creating a new ticket. Swapping out from email address. A better solution for AR bounce-issues. (please, see forum feature requests).
What problems is the product solving and how is that benefiting you?
FreshDesk enabled our team to effectively & efficiently consolidate tools for email, phone, & knowledge base and provide support via one platform.
Recommendations to others considering the product:
I would definitely recommend FreshDesk as a CS solution.
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.
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