Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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Ron's Thoughts on Freshdesk
What do you like best about the product?
The people are to be recognized as Freshdesk's major asset. Always polite, enthusiastic and tenacious when working on my problems.
What do you dislike about the product?
I cannot think of an experience which would claim any dislike. All has been to my liking.
What problems is the product solving and how is that benefiting you?
Surprisingly, I have received unexpected third party software assistance. I have been amazed that they have been able to exhibit efficiency when helping me with at those third party products upon which I rely.
Recommendations to others considering the product:
I thought I had sent this in before.
Nice CS-Tool for sum up all communication ways
What do you like best about the product?
To have all communication ways in one overview. Furthermore we can outsource some of our CS topics to freelancers and can share the same cloud software with them. With freshdesk we can answer faster to an user and we can use templates for users with the same problem.
What do you dislike about the product?
There are some little details, which makes it not so easy to solve user problems asap.
e.g. If an user answers to an answer we send him before, the new answer will add to the old message. But if this message was two weeks before, the new answer is not the first answer in our dashboard but it´s on a few pages later when his old question arrived.
Or why we have no opening hours for our voicemailbox? The mailbox should only be available automatically if we want that.
There are so many small datails we wish to optimize. But mostly we will find help in the freshdesk forum online. But sometimes it takes a long time until the feedback will be implemented in the freshdesk tool.
And the system needs a lot of ressource we noticed.
e.g. If an user answers to an answer we send him before, the new answer will add to the old message. But if this message was two weeks before, the new answer is not the first answer in our dashboard but it´s on a few pages later when his old question arrived.
Or why we have no opening hours for our voicemailbox? The mailbox should only be available automatically if we want that.
There are so many small datails we wish to optimize. But mostly we will find help in the freshdesk forum online. But sometimes it takes a long time until the feedback will be implemented in the freshdesk tool.
And the system needs a lot of ressource we noticed.
What problems is the product solving and how is that benefiting you?
We got questions over several channels from over 200k users. It helps us to bundle them up in one tool.
Recommendations to others considering the product:
Test it with only one channel and increase after you feel comfortable with this tool!
Best ticket managing system
What do you like best about the product?
I like mostly how its visually layered out,e everything is right there, when I've had issues in the past, which have been very very few, support has always helped me right away.
What do you dislike about the product?
Can't pinpoint anything at the moment, my experience overall has been great!
What problems is the product solving and how is that benefiting you?
Having our client's requests properly organized, properly connected trough Zappier.
Recommendations to others considering the product:
Give it a try, this will totally help you giving a proper management of customer tickets.
Freshdesk is King
What do you like best about the product?
The feature I like best is assigning tickets to staff and keeping tracking of the work flow
What do you dislike about the product?
Sometimes it is difficult to create a rule in disparch'r
What problems is the product solving and how is that benefiting you?
Even distribution of calls and email tickets and the ability to keep track of metrics for our call center
Recommendations to others considering the product:
I would recommend someone dedicated to FreshDesk in the early stages to create as many rules as necessary before starting in heavy volume otherwise you may find yourself buried very quickly. I would also recommend good USB headsets and to open up the program in a browser that is opened in incognito to use a different set of computer resources.
As a user of ZenDesk, I tried FreshDesk...
What do you like best about the product?
Whilst it takes a bit of getting used to, FreshDesk is just as good as ZenDesk, but the real benefit is their amazing support, which is almost instantaneous.
What do you dislike about the product?
It's always difficult to move from a system that you already use, to a new system, but sometimes, the pain can be worthwhile.
What problems is the product solving and how is that benefiting you?
Online help for our new website, plus chat support and ticket desk. It's not as restrictive as others in the market, and their business model seems to suit growing businesses, all the way to large corporations.
Received quick and thorough support for the Freshdesk.com Support Team
What do you like best about the product?
I was really impressed with how quickly I received a response to the issue that I had. Within 30 mins it was resolved, and a resolution would have been quicker if we had provided a more accurate description of the problem. The issue was 100% user error :)
What do you dislike about the product?
I did not have any reason to dislike anything about their support.
What problems is the product solving and how is that benefiting you?
Supporting a highly configurable proprietary platform with numerous internal and external customers. The fact that this is a web solution that we do not have to host, update or maintain is fantastic, and it provides all the features we need and more.
excellent customer support
What do you like best about the product?
friendlyness, speed and personal touch.
What do you dislike about the product?
so far nothing. i have only positive experineces.
What problems is the product solving and how is that benefiting you?
customer support
Really great product.
What do you like best about the product?
What I like about the best about Freshdesk is the ease of use.
What do you dislike about the product?
Feature requests are not implemented for customers.
What problems is the product solving and how is that benefiting you?
Tech support
Recommendations to others considering the product:
Try it out!
Intuitive, engaging, reliant, powerful and versatile support engine
What do you like best about the product?
Comprehensive help and how-to documentation.
Fast and reliable support service provided.
Engaging education courses (webinars etc.)
Customizable and powerful automation.
Transparency and overall usefulness of ticket and report system.
Multi-channel support integrated in the system (widget, email, forum and knowledge base...).
Fast and reliable support service provided.
Engaging education courses (webinars etc.)
Customizable and powerful automation.
Transparency and overall usefulness of ticket and report system.
Multi-channel support integrated in the system (widget, email, forum and knowledge base...).
What do you dislike about the product?
Option to restructure articles in Solutions into more than 3 levels of depth (category>folder>article) should be present in all billing plans.
Formatting issues and inconsistencies during creating/editing articles.
Bug fixes and enchantments (i.e. new feature requests) should be implemented more often. New versions should be rolled-out more frequently.
Freshdesk mobile app should handle push notifications (e.g. when ticket is created and the mobile app isn't turned on).
Formatting issues and inconsistencies during creating/editing articles.
Bug fixes and enchantments (i.e. new feature requests) should be implemented more often. New versions should be rolled-out more frequently.
Freshdesk mobile app should handle push notifications (e.g. when ticket is created and the mobile app isn't turned on).
What problems is the product solving and how is that benefiting you?
Through Freshdesk, our customers report application issues that they encounter, which I'm able to handle through the use of Freshdesk's ticketing system.
Since I'm currently the only member to provide direct support, ticket deflection through Solutions section on support platform is immensely helpful.
Requests (from our marketing team) to allow access to our product are passed via Freshdesk, thus making it official channel for handing invitations and permissions for our app product.
Since I'm currently the only member to provide direct support, ticket deflection through Solutions section on support platform is immensely helpful.
Requests (from our marketing team) to allow access to our product are passed via Freshdesk, thus making it official channel for handing invitations and permissions for our app product.
Recommendations to others considering the product:
Make sure to check out Freshdesk's extensive and detailed documentation.
Even 'Sprout' had given us a great way to help our customers.
What do you like best about the product?
We really use the " Dispatch'r" " function to send auto replies to initial customer enquirers, and it works really well!
Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.
Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.
What do you dislike about the product?
We only scratch the surface of this system - I wish we could make use of more of it's offerings as it looks great ... but as far as what we 'dislike', I can't think of anything !
What problems is the product solving and how is that benefiting you?
Auto replies to initial enquiries.
Recommendations to others considering the product:
You have to give it a go, once you see inside you realise quite how much it can do.
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