Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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External reviews are not included in the AWS star rating for the product.
Support reps are very attentive
What do you like best about the product?
The system allows you to be in contact with your clients easily and notified when they are needing assistance. They interface is intuitive and helpful.
What do you dislike about the product?
I have had issues searching for clients in the past. I had to check not only them as users but then through the magnifying glass in the top right (mint theme).
What problems is the product solving and how is that benefiting you?
I have quick response to my clients and they can contact us whenever they need. I also know if something is a major issue or not based on the emails sent directly to the linked address.
Testing
What do you like best about the product?
Availability of agents on chat,..............................
What do you dislike about the product?
Not a single dedicated point of contact. Have brief about business requirements to each new agent. Bugs in setting up live chat, break in contact with tech team
What problems is the product solving and how is that benefiting you?
Customer service: Live chat, feedback widget and tickets
Recommendations to others considering the product:
Know your business requirements beforehand
Great flexible helpdesk system
What do you like best about the product?
Best features are the modern user interface that is very easy to use and the flexibility of the system. The API was a breeze to work with and the Dispatch'r, Supervisor and Observer tools have a lot of power that is easy for even non-tech or low tech users to make use of.
What do you dislike about the product?
There are not many negatives. From a feature aspect, the lack of a contact/company purge (after deletion) is a glaring feature we ran into. You can not have multiple contacts with the same unique identifying information (like email address). To "purge" a contact and reuse the email on another contact, you have to (1) add a second email address to the contact, (2) set the new email address as the defaults, (3) remove the original email address from the contact, (4) then delete the contact you wanted to purge. This deleted contact stays in the trash forever so that leaves a really long list.
Aside from that, the only other issue is cost. It is a great product but the new pricing scheme is much more costly than the 2016 plans. The 2016 plans included more features in the base levels but did not cost terribly per user. They also had the ability to purchase temporary day users for those who access the system once a month etc. That is the current plan we are on. During implementation, they switched their pricing schemes significantly. Now the basic features we use and are very happy with are only included in much more expensive plans. "Upgrading" to those plans will cost us 2-3 times as much as we are paying now. That is an extreme change in price. I do not know what is going to happen when they decide to do away with the 2016 plan we are currently using.
Aside from that, the only other issue is cost. It is a great product but the new pricing scheme is much more costly than the 2016 plans. The 2016 plans included more features in the base levels but did not cost terribly per user. They also had the ability to purchase temporary day users for those who access the system once a month etc. That is the current plan we are on. During implementation, they switched their pricing schemes significantly. Now the basic features we use and are very happy with are only included in much more expensive plans. "Upgrading" to those plans will cost us 2-3 times as much as we are paying now. That is an extreme change in price. I do not know what is going to happen when they decide to do away with the 2016 plan we are currently using.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for internal support and for external support of our customers. This includes integration with our existing software's ticket portal, providing Freshdesk portal access to our customers, automating internal system reporting, and agent access to the mobile apps.
Recommendations to others considering the product:
If the costs fit your budget, I don't think you can find much of a better product. It is a great well-rounded helpdesk product.
Freshdesk is a great tool do help our team support
What do you like best about the product?
its is simple to use. I can chat when need help.
What do you dislike about the product?
Some bugs to fix.
Some features to add.
Some features to add.
What problems is the product solving and how is that benefiting you?
We can have control of support history and take in touch with our customers
Recommendations to others considering the product:
Yes. It is easie to getting start
Very simple and intuitive plataform
What do you like best about the product?
Simplicity and ease of use. Very low customization required.
What do you dislike about the product?
Reports in sproud version very poor. Need more Workflow tasks.
What problems is the product solving and how is that benefiting you?
The high internal service desk demand to our IT Department. With fresh desk, we now have a visibility of the major problems and the most frequent requesters.
Happy with Service
What do you like best about the product?
Freshdesk agents followed up frequently. Current Freshdesk view is easy to navigate through.
What do you dislike about the product?
Mint Experience is not user friendly. Ticket Life-cycle Report needs work.
What problems is the product solving and how is that benefiting you?
API Integration with another platforms.
Support
What do you like best about the product?
The consultant I spoke to was very understanding and patient with the issue I raised and provided all the information need in a quick and easy step by step guide
What do you dislike about the product?
Options to get to your support staff were a little confusing
What problems is the product solving and how is that benefiting you?
IT is used a a main CRM
Review after interaction
What do you like best about the product?
Responsive and clean look the interface is also clear and easy to understand / use
What do you dislike about the product?
would like to add more fields in table view and maybe some graphs and the sorting of the fields in the table view is very limited.
What problems is the product solving and how is that benefiting you?
customer support tickets
Recommendations to others considering the product:
good product
Smooth Experience
What do you like best about the product?
As a start up we use a basic version, we still have all the required features. Its so simple that you can start using it from day 1.
What do you dislike about the product?
Nothing as of now. We have experienced a smooth usage till date
What problems is the product solving and how is that benefiting you?
We are able to segregate the customer issues depending on different products we have and we are able to track the time we are taking to solve the issues.
Great platform!!
What do you like best about the product?
The Freshdesk platform is really great to use for your company, if you don't have time to integrate a Helpdesk platform in your own company. Quick and up to date features. Easy to adjust question base, etc.
What do you dislike about the product?
Some of our staff members work only once per week, where we need to pay separate licenses for. Not a big deal though.
What problems is the product solving and how is that benefiting you?
We are solving user questions for our website. We benefit from the catagorizations we are able to funnel the questions through.
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