Freshdesk
Freshworks Inc.External reviews
3,454 reviews
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Freshdesk is great!
What do you like best about the product?
Speaking to an agent was really simple. I like that I can in to Freshdesk and have a record of my chat and continue the conversations with the same rep if needed.
What do you dislike about the product?
I didn't encounter anything I disliked. I would suggest that you make the chat box moveable.
What problems is the product solving and how is that benefiting you?
Our ticketing system for production and facilities support using Freshdesk for live chat/help desk support
Room for Improvement
What do you like best about the product?
FreshDesk has a great team behind the product that always willing to help. F
Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up).
Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.
Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up).
Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.
What do you dislike about the product?
Coming from using the Front app, the initial couple of weeks using FreshDesk was frustrating to say the very least. With Front being so incredibly easy to use, FreshDesk seemed counter-intuitive, wasn't straight-forward and lacked a lot of the handy tools that Front had like reminders, drafts folders and a very simple layout that just made sense. After a couple of months of use, however, the team has now gotten used to FreshDesk but are still frustrated by the lacks of useful tools.
What problems is the product solving and how is that benefiting you?
We are exploring the chat function which we believe could further reduce tickets coming in - always a positive thing!
What you need to keep the team on track
What do you like best about the product?
I like that it's web based and it's simple to understand. The support is 10/10. Good diagrams and stats. You can almost do anything you want. Configure it like your team needs it.
What do you dislike about the product?
The mail reading. When some one answer an email the answer go from bottom to top not the newest answer from the top. So you need to scroll down each mail. In the long term it's a bit enjoying. And you can't drag and drop documents or pictures from desktop into the application. You need to click on the insert and find the file. But that's about it everything else is great.
What problems is the product solving and how is that benefiting you?
Internal service system for customer support and cases. Email stacking and answering. You also get a great statistic charts on the workplace.
Recommendations to others considering the product:
I would recommend Freshdesk for teams from 10+ to 1000+. The system is easy for either help desk or customer usage or internal system.
My Freshdesk experience.
What do you like best about the product?
The ease of integrating it with our support emails and the customisation that it provides.
What do you dislike about the product?
The better requests are always contained in costlier packages.
What problems is the product solving and how is that benefiting you?
This serves as our ticketing tool. For all the products which we have.
Recommendations to others considering the product:
It is a good tool which can bring your closer to your customers.
Good solution but lacking some basic features
What do you like best about the product?
Simple to manage, the new mint experience looks nice as well
What do you dislike about the product?
Some basic features are missing, that can save time, like using a hashtag to search for canned replies.
What problems is the product solving and how is that benefiting you?
Customer support
FreshDesk Support Management
What do you like best about the product?
Easy to use. Clients like the interface
What do you dislike about the product?
Cannot customize work flow as much as I
What problems is the product solving and how is that benefiting you?
Providing our clients with a way to interact with our support team. The clients like the interface and ease of use.
Recommendations to others considering the product:
This is a great tool for a startup or small business needing to support a small customer base.
Excellent Service
What do you like best about the product?
The ability to review agent performance and adjust settings on the fly.
What do you dislike about the product?
I feel like some of the reports a lacking. In particular missed call reports.
What problems is the product solving and how is that benefiting you?
We are able to use Freshdesk to do live chat, phones, and tickets.
The perfect, intuitive helpdesk solution.
What do you like best about the product?
Easily customisable if you know HTML. Can customise each view to whatever works for you. We have deployed Dispatcher rules to post valuable information to each ticket submitted by certain companies, and this improves how quickly each ticket can be resolved. It is so intuitive to use that new users take no time to get used to using it.
What do you dislike about the product?
Could use additional basic features. I find my team frequently asking "can we do this, can we do that" and I have to reply that it's just a limitation of the system.
What problems is the product solving and how is that benefiting you?
We resolve around 50 support cases a day using Freshdesk.
Recommendations to others considering the product:
Incredibly useful tool as a helpdesk solution, very easy to administrate.
Technology review for G2 Crowd
What do you like best about the product?
This is the first source for trusted buisness software
What do you dislike about the product?
I like everything. Great product great software
What problems is the product solving and how is that benefiting you?
Data mobile and security , customer service software cloud based scalable multichannel support
Recommendations to others considering the product:
You should definitely try the software it is cloud based scalable this is the most logical choice of help desk software for your buisness. Every support issue can be assigned
Simple but powerful
What do you like best about the product?
Simplicity of the product. Easy to setup and easy to use.
What do you dislike about the product?
Wish there was a more extensible API for interacting with other in-house application.
What problems is the product solving and how is that benefiting you?
Help Desk / ticketing solution. FreshDesk has allowed us to focus on our products, services, and customers without worrying about maintaining our own help desk application.
Recommendations to others considering the product:
The freemium version allows you to get started and use the product for as long as you need to, before you bring your entire team onto the platform.
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