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Freshdesk

Freshworks Inc. | 1

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External reviews

2,963 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Information Technology and Services

Freshdesk usage review

  • April 02, 2018
  • Review verified by G2

What do you like best about the product?
easy solutions
Easy sorting
Easy clearance of tickets
More organized
What do you dislike about the product?
less control for developers to customize it.
Limited development tools.
e.g. can only use jQuery
What problems is the product solving and how is that benefiting you?
easy solutions
Easy sorting
Easy clearance of tickets
More organized

    Matheus T.

Really good services and amazing support!

  • April 02, 2018
  • Review verified by G2

What do you like best about the product?
The Knowledge base is really complete and the support is really quick and eficient.
What do you dislike about the product?
Some of the things I wanted to do in their system weren't possible to do. It would be interesting to know that they'll take this need in consideration for the future.
What problems is the product solving and how is that benefiting you?
All the client support is integrated in Freshdesk making it easy to solve the client's requests.
Recommendations to others considering the product:
Good tool for Costumer Support. Easy to use and it has all needed for the job.

    Kurt K.

Very Useful Tool

  • April 02, 2018
  • Review verified by G2

What do you like best about the product?
My experience has been that the app is very fast to use; I can fire off responses to tickets and navigate very quickly. Also, my experience with customer support has been remarkable - I got a real person right away!
What do you dislike about the product?
There is a global search for the whole platform and then customizable filters on each page, but it's frustrating that the global search doesn't appear on each page. For example, I really want there to be a search on the Customers page, not just the global site!
What problems is the product solving and how is that benefiting you?
We're trying to make it easy for customers to create feature requests and interact with us so we can better understand their needs. We've already added features to our software which came from Freshdesk tickets.
Recommendations to others considering the product:
When purchasing, expect to go at least to the "Garden" level to get sufficient customizability.

    Information Technology and Services

Well functioning app. Some tweaks still need to be done to suit all needs of ours.

  • April 02, 2018
  • Review verified by G2

What do you like best about the product?
Works on all devices and simple to assign chats to different people. Clean and nice interface. Sufficient functions.
What do you dislike about the product?
Bot could be more smarter to make the conversation with the customer better. Support (freshdesk) would be nice to have as FAQ and not needed to write them again. More clearer tips on how to access your backend to enable the chat to our web app.
What problems is the product solving and how is that benefiting you?
Easier support and sales possibilities. Our main focus is to bring leads to FreshSales.

    Jason D.

A great product that has helped our IT Department tremendously!

  • April 02, 2018
  • Review verified by G2

What do you like best about the product?
- Gmail plug in so our employees can use single sign on
- Ease of use for our IT Department.
- Reporting features
What do you dislike about the product?
- Nothing that I can find as of now. All needs are being met.
What problems is the product solving and how is that benefiting you?
- Ticketing system for IT Department
- Change order request for system changes
- Contract tracking

    Computer Software

Fantastic Support Queue Product!

  • April 02, 2018
  • Review verified by G2

What do you like best about the product?
Ease in connecting with their support team, for any questions that we have.
Dispatcher capabilities as an admin to manage the flow of tickets
What do you dislike about the product?
I do not have dislikes any at this time.
What problems is the product solving and how is that benefiting you?
We combined many avenues to connect with our client services/technical support team - and have merged all into one portal - with freshdesk - easy to use, easy to train support staff - overall, a great product!

    Telecommunications

Freshdesks helped us a lot with customer support.

  • April 02, 2018
  • Review provided by G2

What do you like best about the product?
That email and online portal ticketing is seamslessly integrated
What do you dislike about the product?
the mobile Web UI, it never seems to work OK on my android phone.
What problems is the product solving and how is that benefiting you?
Before Freshdesk we used some local server with Sugar CE, and that was far from what we needed, there were no notifications to the agents, no customer portal to see the status and interract, no automation (or we didn't set it up right) and every now and then the harddrive of the server went bad or mem and we had to do the mainenance on the HW. We really needed a hosted solution for at least not have to maintaine the soft and hardware.

    Information Technology and Services

so far so good

  • April 02, 2018
  • Review provided by G2

What do you like best about the product?
user interface and ability for us to connect with our customers in an easy professional manner... ie forums, announcements and knowledge base.
What do you dislike about the product?
The import was a little challenging and required help from the third party agencies
What problems is the product solving and how is that benefiting you?
We were having issues implementing multiple SLA and business rules with our previous system. FD also gave us the ability to auto-assign tickets which is very helpful.
Recommendations to others considering the product:
absolutely

    Internet

Good experience

  • April 02, 2018
  • Review provided by G2

What do you like best about the product?
The extremely easy to set-up and operate interface really stands out. We, therefore, do not need to rely on our tech team for making changes. The features also enable a lot of flexibility.
What do you dislike about the product?
We faced minor challenges while auto-creating Freshdesk tickets from our customer facing site. For example, via the Freshdesk admin I can assign tickets to a group of agents, but if I create it via my system I have to assign a particular agent (I cannot assign it to a group).
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep a close eye on the customer support experience. By integrating emails, calls and chats via Freshdesk, we're able to track the customer experience across touchpoints.

    Religious Institutions

Question following integration with Freshworks

  • April 02, 2018
  • Review provided by G2

What do you like best about the product?
Ease of use, ability to create agents, group agents, and create auto assignment rules.
What do you dislike about the product?
Haven't used it long enough to dislike anything yet.
What problems is the product solving and how is that benefiting you?
Were looking for a replacement help desk solution due to our previous one dropping requests.

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