Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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Very happy so far
What do you like best about the product?
We use Freshdesk for internal IT requests.
It meets our needs:
- Staff can make tickets through an easy to use portal or via email
- Staff can login with Google SSO
- Tickets can be CCed to others as needed.
- Easy to attach images and files.
- Can view ongoing and completed tickets based on various criteria (including custom fields).
- Good search functionality for tickets.
- Support portal for documentation for staff.
And there are a lot of features we do not use.
But with a very affordable cost for a small company. We have 5 agents on the basic (Sprout) plan, and only pay $30 per month.
It meets our needs:
- Staff can make tickets through an easy to use portal or via email
- Staff can login with Google SSO
- Tickets can be CCed to others as needed.
- Easy to attach images and files.
- Can view ongoing and completed tickets based on various criteria (including custom fields).
- Good search functionality for tickets.
- Support portal for documentation for staff.
And there are a lot of features we do not use.
But with a very affordable cost for a small company. We have 5 agents on the basic (Sprout) plan, and only pay $30 per month.
What do you dislike about the product?
Sending and CCing of emails can't be controlled on a per-email-type basis. So as the manager, CCed on everything, I get 5+ emails for even the simplest ticket.
Ticket lists cannot be limited by date range.
The customisation available on ticket request page is good - but we'd like to be able to do more. That functionality is actually available, but for significant extra cost. We'd be prepared to pay extra for it, but not $1000 extra per year.
Ticket lists cannot be limited by date range.
The customisation available on ticket request page is good - but we'd like to be able to do more. That functionality is actually available, but for significant extra cost. We'd be prepared to pay extra for it, but not $1000 extra per year.
What problems is the product solving and how is that benefiting you?
Our company has expanded recently and we now have staff in separate offices to the IT team. Freshdesk's interface is easy to use for non-IT staff to make tickets, and include screenshots, etc - even just by sending an email. Communication back-and-forth is easy and for me, monitoring ticket progress is straight forward.
I would certainly recommend for a small to medium company.
I would certainly recommend for a small to medium company.
Recommendations to others considering the product:
I would certainly recommend for a small to medium company.
Excellent but have patience
What do you like best about the product?
The adaptability to make the system work for our exact requirements
What do you dislike about the product?
If you're good at writing program coding you should be fine, if not (like me) it can take a little while to get very detailed/specific requests communicated in a way that the support team can action for you. That being said, it's nice to have a support team that will write any coding you need regardless of just needing a little patience!
What problems is the product solving and how is that benefiting you?
Streamlined reporting of our business centre activities and simplified filing system.
Recommendations to others considering the product:
With the endless amount of editing you can do to the program, it is very likely it can make your life easier in one way or another - you just have to have a bit of patience to start.
FRESHDESK: Quick and efficient
What do you like best about the product?
The features we prefer at Pagesjaunes Resto are the automations and scenarios. The automations allow us to direct emails automatically, based on the words contained in the client's request or its origin. The request is automatically identified and forwarded to the appropriate department. As for the scenarios, they allow us to increase productivity and save time in transferring requests between departments while being as comprehensive as possible in the record-keeping (both at the client level and for the department that takes over the request).
What do you dislike about the product?
A more advanced customization of satisfaction surveys would be a real advantage.
What problems is the product solving and how is that benefiting you?
Before using Freshdesk, our 25 agents were divided into 3 departments (Customer Service, Restaurant Service, Commercial Assistants) and shared a common access. We had no tracking on the emails being processed, it was impossible for us to have precise figures on processing times, the number of requests received, or the number of exchanges. Thanks to Freshdesk, we have optimized our processing time across all activities. We have a view of all activities, and we are able to manage and quantify our customer relationship. The resolution time for a ticket has been reduced by 33%. We have increased our performance in terms of SLAs: all our indicators are on the rise.
Cheap, complete and user friendly
What do you like best about the product?
There might be a lot of cool customer care services but I found out that Freshdesk offered a lot of value already with its free version with all the main functions that a Start Up requieres to set up a support portal: automated tickets management and online support for customers.
I also love the integration with other related services like Freshrelease or Freshsales for example
I also love the integration with other related services like Freshrelease or Freshsales for example
What do you dislike about the product?
Probably there are some other similar tools in the market that look like a little bit more fresh than freshdesk (ironically). But I wouldn't pay a more expensive fee just for the design, all in all Freshdesk is a platform for work and it's quite usable.
What problems is the product solving and how is that benefiting you?
I converted a simple mail inbox into a full service to collect tickets with bugs, doubts, questions and a reference for customers to always get an answer from our support team. Apart from this we are building an effective online help with a lot of automated cross-links to let our customers discover our product, step by step
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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