Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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my team uses it for support platform
What do you like best about the product?
Freshdesk is simple to navigate and create new help articles. Visually appealing with the color titles and search option. I love that you can add tags to articles to group them and make for even easier searching. The custom dashboard that we made is the nicest help hub I've ever seen.
What do you dislike about the product?
That you can't add sub folders within topics. If we could have more folders and visual organization on the sub-pages it would be amazing!!!
What problems is the product solving and how is that benefiting you?
One hub that has all help articles and videos. Fresh desk makes it easy for us to send relevant links to clients, have them register for upcoming webinars and also engage in a forum all from one place! Our ticketing structure has really improved from the use of fresh desk.
Recommendations to others considering the product:
Really awesome.
freshdesk review
What do you like best about the product?
the ease of use, everything is very user friendly
What do you dislike about the product?
Nothing comes to mind, all of the features work well for me
What problems is the product solving and how is that benefiting you?
Responding to clients in a timely manner
Better customer experience
What do you like best about the product?
The best thing about Freshdesk is the customer friendly layout. It is modern, yet not too fancy (using the standard layout) Out customers find this new system way easier than our old ticket system. It was well received when we introduced this new addition to our customers. Our support team now has a better overview of incoming tickets, and they like the fact that they can use each others solutions as answers for a quicker/better support experience. For our part, it takes some getting used to, but it is the customers experience that is most important for us.
Very friendly support from both Sooraj and Prashanthi from Freshdesk
Very friendly support from both Sooraj and Prashanthi from Freshdesk
What do you dislike about the product?
Freshdesk was a big step forward. No doubt, but! I had hoped that we could use the system in both our support team AND in our developer team. But the Developer manager finds Freshdesk lack a basic feature. The ability to arrange/order tickets per agent. Our old system had this feature through customisation
What problems is the product solving and how is that benefiting you?
Customizing the system is a lot easier in Freshdesk.
Best tool for customers and agents
What do you like best about the product?
First advantage of Freshdesk is simplicity use solution for both - customers and agents. What makes it a serious business tool? It can grow as your company grows. It can also automate and track necessary work flows in IT. In addition, I used to test Freshdesk support and I was pretty satisfied.
What do you dislike about the product?
At this point of view there is a little I dislike. Nothing is perfect but as a typical customer, there are always areas that I would like to be improved. I noticed inability to handle proactive support by posting messages to customers. Even so, if I’m well informed, it’s in progress so I hope it will be solved soon.
What problems is the product solving and how is that benefiting you?
There are a lot of issues I worked out. At first, Freshdesk helps in fulfilling my business needs to quickly respond to customer reported issues. Accordingly, I am now closer to my customers and can keep track of issues, offer a personalized or self-serve support. Problems can now easily be escalated, solutions can be created from the tickets data and I can generate reports that give me a clear view of how well I serve to my customers. I have to make a reference to mobile application and reporting on inquiries, too.
Recommendations to others considering the product:
Before you make any decision trial version for 30 days is the first step. Taking tours with other solutions was wasting time. FreshDesk is the right thing for my requirements. One of the reason is that the support for custom fields and API integration at the low-end plans. From my experience this is one of the best CRM tools (cloud based) that I have come across and is available at cost effective rates to help address to business needs to support your customers. I ensure my customers satisfied which is my priority.
Very pleased so far.
What do you like best about the product?
Very reliable. Decent feature set for a reasonable price. You can customize responses to help tickets, setup you own subdomain for your helpdesk, the knowledge base looks and operates per industry standards and you can filter certain users to particular kb articles based on their login. This is great for us because, being a school, we like to filter kb articles between faculty and staff and agents. The setup was friendly and knowledgable, especially with getting our SSL certificate setup.
The iOS app is very handy and works well.
The iOS app is very handy and works well.
What do you dislike about the product?
I would like a more compact ticket interface. That's the one feature I miss from Spiceworks.
What problems is the product solving and how is that benefiting you?
See above. We had been using the free Spiceworks help desk but were having reliability problems with the VM we were hosting it on. We needed a cloud-based solution that we could access from anywhere with a knowledge base that we could use for different constituencies.
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