It's our main ticketing portal. We track all records, deploy responses to customers, and assign separate credentials so they can comment on the status of their tickets. It's a good tool to track, respond, and manage tickets and customer portfolios.
Freshdesk
Freshworks Inc.External reviews
3,445 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Platform from an Administrator's prespective.
What do you like best about the product?
- Streamlines the Customer Support Process
- Easy to use for our employees once they receive implementation training
- Centralized place for communication records between employees and customers
- Ability for automation through Canned Responses, tags, and threads.
- Easy to use for our employees once they receive implementation training
- Centralized place for communication records between employees and customers
- Ability for automation through Canned Responses, tags, and threads.
What do you dislike about the product?
I dislike that the platform is dependant on licenses for users.
The platform already has a fee for initial purchase, plus a monthly subscription fee. Should the need for more user licenses arise as the organization grows, as will our monthly subscription for Freshdesk.
The subscription based model being adopted throughout the business word is quite unfortunate. Gone are the days of a one time purchase.
The platform already has a fee for initial purchase, plus a monthly subscription fee. Should the need for more user licenses arise as the organization grows, as will our monthly subscription for Freshdesk.
The subscription based model being adopted throughout the business word is quite unfortunate. Gone are the days of a one time purchase.
What problems is the product solving and how is that benefiting you?
- Managers can validate the process taken by their employees for Customer Support.
- Records Management - The organization has a place for all customer communication records, should they ever need to be reference.
- Triage and Task Assignments - Freshdesk provides the Customer Support team with clear responsibilities outlined for customer responses.
- Records Management - The organization has a place for all customer communication records, should they ever need to be reference.
- Triage and Task Assignments - Freshdesk provides the Customer Support team with clear responsibilities outlined for customer responses.
User-friendly interface and manages tickets very well
What is our primary use case?
What is most valuable?
It has a user-friendly interface and manages tickets very well. It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base. If we want, we an upload our knowledge base. The canned responses feature is great for reducing response time.
What needs improvement?
It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.
For how long have I used the solution?
I have been using this solution for six years.
What do I think about the stability of the solution?
I would rate the stability a nine out of ten.
What do I think about the scalability of the solution?
I would rate the scalability an eight out of ten.
How are customer service and support?
The customer service and support are very friendly and respond fast. Overall, it is good.
How was the initial setup?
It was very easy to set up.
What's my experience with pricing, setup cost, and licensing?
The pricing is pretty manageable and acceptable. For the powerful tool that it is, the pricing is justified.
Which other solutions did I evaluate?
We reviewed all the ticketing systems such as Zendesk and thought Freshdesk was the best.
What other advice do I have?
I would recommend it to other companies looking for a good ticketing system. Overall, I would rate the solution an eight out of ten.
Which deployment model are you using for this solution?
On-premises
Good tool for Deskmanagement
What do you like best about the product?
Regular updates and feeding innovative technology in tool.
No code required to develop our vision in freshdesk.
No code required to develop our vision in freshdesk.
What do you dislike about the product?
Hard for handle multiple groups for reporting purpose not a template for taking manual report
What problems is the product solving and how is that benefiting you?
Reminder tool, Canned responses and Article popualting for customer which decreases our time.
An useful Helpdesk tool to handle customer issues from various channels from a single window
What do you like best about the product?
Freshdesk is a lightweight tool which is fast and user friendly.
What do you dislike about the product?
Limited customization option, Limited features.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates the customer issues from various platforms in one single interface and reduces the problem of juggling between tools, windows and reduces manual effort.
Freshdesk Review
What do you like best about the product?
Search feature, traceability, easy to use, reliable, easy implementation, volumetry and reports.
What do you dislike about the product?
Inhability to search an object in attached files, restrictive for users within same organization that do not have a Fresdesk license
What problems is the product solving and how is that benefiting you?
Enabling agents to see overall workload and what's assigned to them and their teammates.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
Great way to handle customer emails
What do you like best about the product?
I've been using Freshdesk at work to handle customer emails, and it's been quite effective. The ability to assign tickets, leave notes for colleagues, and categorize has significantly improved our workflow. We use it every single working day. Our customers benefit from the support portal as well. Recently, we upgraded to customize its appearance with our own colors and fonts.
What do you dislike about the product?
While there are minor issues, such as occasional attachment loss in lengthy email threads and the non-saving of newly started emails (as opposed to replies), Freshdesk's proactive approach in seeking feedback is a positive aspect.
What problems is the product solving and how is that benefiting you?
The support portal allows customers to find answers to their questions independently. Additionally, they have the option to submit new tickets or send an email that they initiated. All these interactions converge in our ticket inbox, where we can assign queries to the most suitable colleague based on expertise, whether it's in design, web development, administration, etc.
Simple and efficient
What do you like best about the product?
The base product is simple to use.
It allows a better tracking of customers support requests.
A lot of options are available to customize the environment to suit our company needs and it is quite simple to configure.
The API makes it usable in our other softwares relatively easily.
It allows a better tracking of customers support requests.
A lot of options are available to customize the environment to suit our company needs and it is quite simple to configure.
The API makes it usable in our other softwares relatively easily.
What do you dislike about the product?
The only downside so far is the lack of some more placeholders to be able to create more complex automations.
What problems is the product solving and how is that benefiting you?
It helps us to track more effectively customers support requests. Identify and categorize requests (support or change request).
Customer Engagement like no other
What do you like best about the product?
Automation, bot capabilities, omnichannel, lots of features, FreshDesk support.
What do you dislike about the product?
Not that I don't like it but it takes a bit of getting used to and set up.
What problems is the product solving and how is that benefiting you?
FreshDesk helps us manage multiple mailboxes across multiple brands and geos through multiple support channels.
Freshdesk is great
What do you like best about the product?
The availability to have everything in the same place
What do you dislike about the product?
delay with updates and sometimes where tickets are.
What problems is the product solving and how is that benefiting you?
Helping us with finding the correct template to work with different companies
quick review
What do you like best about the product?
the overview that all ques are divided and you have a good overview
What do you dislike about the product?
Expand automation to process repetitive tasks more quickly,
What problems is the product solving and how is that benefiting you?
We answer customer inquiries via freshdesk through freshdesk we can give customers answers
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