Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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Fresh Desk Review
What do you like best about the product?
It is a good way of monitoring Customer Service Performance daily and weekly. It also helps us check on how good we are servicing customers. It also helps us gauge the demands for each product category.
What do you dislike about the product?
Top Customer Analysis is not working. We also can't connect the calls to our phone system.
What problems is the product solving and how is that benefiting you?
Customer Service Performance - how consistent and how fast we respond to customer tickets/ inquiries.
Recommendations to others considering the product:
Highly recommended
Work well
What do you like best about the product?
Managing incoming and ongoing tickets is easy on a per agent level
What do you dislike about the product?
the left and right arrow keys switch between tickets when I would like to do alt+left to navigate backwards in my history
What problems is the product solving and how is that benefiting you?
Its an easy way to manage our support desk for all of our customers
Recommendations to others considering the product:
The free trial is easy to use to get started
Continued freelance user of Freshdesk for clients
What do you like best about the product?
I like the new design and functionality, I'm excited to see what the future brings - possible chat bots would be great ;) The new Mint design has most defiantly brought the support system into a modern look. I feel 2018 is going to be a great year for Freshdesk.
What do you dislike about the product?
I found the new design a little confusing at first, struggling to finding my way around the new system. Especially with the navigation / icons along the left side of the UI. I also feel that the contact / time logging panel, along the right of the UI, could do with some continued development as it feels hard to navigate and locate what you're looking for. I've clicked the 'View all' button instead of the 'Time Logs' on quite a few occasions, which is a little frustrating as you then need to continue back to view all tickets and re-select the original ticket.
What problems is the product solving and how is that benefiting you?
Day to day website support and development. These include general editing, content adding, image creation, infrastructure design, development and much more!
Recommendations to others considering the product:
Freshdesk is a fantastic and very easy to use product for managing, processing and reporting support enquiries from customers. The features are useful and there is a large Marketplace of app that work with Freshdesk. I look forward to what the future bring. Especially in terms of AI and possibly enabling the tickets to progress based on facts that are provided by the clients.
Review about Freshdesk Support Portal
What do you like best about the product?
The solution is complete because you can centralize tutorials, create forums and manage people (agents and clients). As an administrator you can customize portal style
What do you dislike about the product?
It is not possible to manage access to private forum according to the email address
What problems is the product solving and how is that benefiting you?
I'm not losing my time anymore to send specific emails for each client. A workflow of automatic emails is configured and emails are customized with client name
Great customer support software
What do you like best about the product?
Simplicity and ease of use - moving to Freshdesk took us just a few hours. Interface is super intuitive. Everything works great. Apps for Android / iOS work great. Verry happy with this product.
What do you dislike about the product?
There's nothing to dislike, actually. Very impressed with Freshdesk
What problems is the product solving and how is that benefiting you?
We are using Freshdesk mainly for the email help desk. Works great for our support team, ensuring we do not miss anything. Very happy with all status / priority / notification features.
Recommendations to others considering the product:
Jump right in. Super powerful and and easy to work with. Contacted their support once - they were super responsive. Works beautifully.
Upgrade to MINT user interface
What do you like best about the product?
Very helpful support person and implemented the MINT user interface
What do you dislike about the product?
Nothing, we are in general very happy with Freshdesk
What problems is the product solving and how is that benefiting you?
IT Helpdesk
Professional tool for customer support
What do you like best about the product?
The best we like is automation/rule within Freshdesk to customise the ticket flow.
What do you dislike about the product?
Really nothing for now as all good so far.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for customer support to solve various customer issues day to day basis. The benefits we witnessing are better management over customer service team from resource management to report generation with ease.
Recommendations to others considering the product:
Freshdesk is a tool that will meet your A to Z requirement for your Customer Support team.
Best help desk, best pricing, best feature set and best support... Hands Down!
What do you like best about the product?
The new mint UI is awesome. Modern and Neat. Freshdesk makes supporting our cloud point of sale Saas solution a breeze. Tickets can be customized down to the smallest detail allowing us to dig into our reports for insights and KPIs that help us tweak and perfect our processes. The pricing is straight forward and includes features that are available at a much higher pricing in other help desks. Canned responses, suggested articles from the knowledge base, sharing attachments and linking to third party software such as Google Cal, JIRA, Hubspot, Trello and many others all in one place makes our support life so so easy!
What do you dislike about the product?
Nothing that is a show stopper for us. We provide continuous feedback to the support teams who never let us down. They are currently working on upgrading the Mint UI 3rd party integrations. Other than that all is perfect!
What problems is the product solving and how is that benefiting you?
Tackling all call center requests. Our Agents literally live on it.
Useful tool
What do you like best about the product?
The analysis capabilities of Freshdesk is the best aspect. It allows me to drill down through the previous month's stats and identify areas for improvement. The instant reports are also useful for snapshots of our service desk.
What do you dislike about the product?
In the new Mint version, there have been a few hiccups e.g. canned responses not working entirely smoothly.
What problems is the product solving and how is that benefiting you?
The main benefit is that Freshdesk centralises all communication with our helpdesk and tickets can be set up to auto assign to groups and agents. This makes for quicker resolutions as tickets are filtered to the right people first time.
I've already recommended it to two other CEOs
What do you like best about the product?
Clean and easy to use interface and personal customer service
What do you dislike about the product?
Transitioning to any service provider out of a personal inbox is tricky
What problems is the product solving and how is that benefiting you?
Keeping all client communication in one hub so it's accessible by anyone on the team, and we have a record of what's gone on with the account.
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