Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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Just starting out - like what I see so far!
What do you like best about the product?
We do B2B, working with different clients. I love to see all outstanding tickets/questions in one place, and keep track of SLA at the same time!
What do you dislike about the product?
It has a bit of a learning curve, but if you are used to working in similar systems, you will be just fine. I adjusted the system language to English instead of Dutch, not all translations are present which sometimes gave weird results... but as an international company, English is better anyways.
What problems is the product solving and how is that benefiting you?
We just started communicating Freshdesk to clients since this week, so we don't have any results. Being able to get a clear overview plus keeping track of the SLA will be a big help, we think.
Its amazing can be more better but still good.
What do you like best about the product?
Easy to handle agents. Time and priority can be managed easily and effectively. Agents management is nice. Mint experience with all conclusions on dashboard is amazing.
What do you dislike about the product?
once ticket is resolved and client reopen it, it violets SLA
What problems is the product solving and how is that benefiting you?
Technical support. Time management is key.
Recommendations to others considering the product:
I highly recommend companies to use freshdesk.
A really good ticket system
What do you like best about the product?
The simplicity of this tools.
The intergration with other services (slack, google, etc..)
The intergration with other services (slack, google, etc..)
What do you dislike about the product?
The Plan and price. I think 3 plans is correct.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
What problems is the product solving and how is that benefiting you?
All our user requests or tickets. And the solution too. Only for our IT service
Exceptional
What do you like best about the product?
Freshdesk makes it easy to collaborate as a team in order to resolve client inquiries.
What do you dislike about the product?
Would like option to remind other agents after a certain period of time
What problems is the product solving and how is that benefiting you?
Customer Support Inquiries
Fantastic Support Team
What do you like best about the product?
Every time we have contacted FreshDesk support, our ticket was quickly picked up and attended to. No matter the issue, difficulty or severity, all of the support Team was very knowledgeable, at no time did I ever feel like I was working with an entry level tech.
What do you dislike about the product?
Across our Team, we are very happy with FreshDesk and can't point out any dislikes!
What problems is the product solving and how is that benefiting you?
Supporting our use base is very easy with Fresdesk. Our users need to submit a ticket quickly and just shoot off an email to our Team, which in turn documents and creates a ticket for us to attend to.
Easy to use, inexpensive, good support
What do you like best about the product?
Freshdesk is just simple to use for both our side and our customers. People submit requests mostly by the usual methods--either e-mail to our support address or by going to our support site, but we can also quickly enter phone calls and e-mails that are sent to individuals. Customers seem to like the system, unlike others we tried in the past. From our perspective, the product is about perfect and does everything we want.
The dashboard is very clear and lets us manage priorities and actions needed.
Support has always been great. Contacts are quick and efficient.
The dashboard is very clear and lets us manage priorities and actions needed.
Support has always been great. Contacts are quick and efficient.
What do you dislike about the product?
Nothing really. Every time we ask for something it seems like they have the answer for how to get it done. I really have never run into anything I dislike, and their support is always super-helpful.
What problems is the product solving and how is that benefiting you?
We needed to be able to stay on top of customer requests as well as build a history of past changes and issues. We've solved two major problems. One was simply just keeping track of what needs to be done, and by whom, when. The other is looking back at past changes/problems to spot patterns, or prove that changes were actually requested when customers say something was done that they didn't authorize.
A "soft" benefit is having all of our FAQ and how-to documents in a location where customers will think to look, and that are shown if the customer enters a related ticket. Surprisingly, people actually do read them mostly and it saves us ticket submissions when they find their own answers.
A "soft" benefit is having all of our FAQ and how-to documents in a location where customers will think to look, and that are shown if the customer enters a related ticket. Surprisingly, people actually do read them mostly and it saves us ticket submissions when they find their own answers.
Recommendations to others considering the product:
Run the trial, and see if it meets your needs. Realize that there are a lot of setup options that will help automate and streamline things. Those take some effort to refine, but in the long run it makes things smoother and easier.
Powerful helpdesk software
What do you like best about the product?
The amount of customization is impressive, even on the free version. Their support was exceptional. Freshdesk also supports gamifying your help desk, which will be immensely useful to use when we incorporate students into our technology support.
What do you dislike about the product?
Changing some common help desk settings, like unique email settings per help desk agent, was not intuitive. However, their support was quick to explain how to do it.
What problems is the product solving and how is that benefiting you?
We use this software to manage technology support tickets. It provides much more customization and business intelligence than the other software we use (Spiceworks).
Recommendations to others considering the product:
It is great if you need something that does a bit more than your average helpdesk software. It is powerful, so like any powerful tool it will require some time to set up and get familiar with it.
Best value for the money
What do you like best about the product?
It's a complete solution for the customer support: ticketing system, forums, chat. Affordable monthly price. Innovation and a lot of admin settings. Customer portal and chat website integration. Great interface, easy to work with. Responsive support.
What do you dislike about the product?
I would like to have the chat on the mobile app
What problems is the product solving and how is that benefiting you?
Simplifying our customer support. Get organized with customer requests and contacts.
Recommendations to others considering the product:
It is a solution for your customer support.
Always helpful
What do you like best about the product?
Any time I put in a support ticket I always get a prompt response
What do you dislike about the product?
I have had nothing to dislike the last interactions I've had with support
What problems is the product solving and how is that benefiting you?
It helps us handle problem tickets from customers even though there are so few of us working here at the moment
A good software
What do you like best about the product?
I, Giacomo, say that Support and simplicity are good things about freshdesk
What do you dislike about the product?
It's sometimes difficult to give right profiles to ticket, since the semantic research engine is not optimal. It's difficult and costly to integrate FD with my VOIP.
What problems is the product solving and how is that benefiting you?
Now I've got a cloud solution that is always up to date plus my colleagues can work with a better software.
Recommendations to others considering the product:
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