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Freshdesk

Freshworks Inc. | 1

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External reviews

2,963 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Computer Software

Freshdesk Review - IT Level

  • June 28, 2017
  • Review provided by G2

What do you like best about the product?
Ease of use of the system for both the service provider (Company) and users of the software (Customer) and at a relatively low pricing
What do you dislike about the product?
The lengthy registration process, it is complex as well.
What problems is the product solving and how is that benefiting you?
We were facing complaints related issue with IT department, it was very hard to keep track of the problems reported and the solution proposed. By freshdesk we have sorted that issue and using that we can manage the issues and solutions very easily

    Nathan G.

Decent, but tried to nickel and dime for anything extra

  • June 27, 2017
  • Review provided by G2

What do you like best about the product?
The software was easy to configure and simple to use. The reporting was fairly decent and you could easily output into Excel for data manipulation.
What do you dislike about the product?
There were a few scenarios that I felt like we were being nickeled & dimed by FreshDesk. For example, built into their second-tier account layer is built-in functionality that allows a user to send an email from a shared mailbox (support@....com) if the user manually switches the configuration on the individual email. If you want this to be the default, you need to upgrade to the highest tier to gain access to their entire email server suite for approximately 3x the cost.
What problems is the product solving and how is that benefiting you?
Used as a ticketing system for tracking interactions with clients. This allowed for an organized way to track the flow of inbound tickets, identify the frequent users, determine the impact of the initiatives, and easily communicate the status of issues.
Recommendations to others considering the product:
Simple solution out of the box with many easy-to-use settings. Unfortunately, you might be surprised to learn what is an add-on.

    Matt D.

Excellent support desk for small business

  • June 20, 2017
  • Review verified by G2

What do you like best about the product?
Great features, really easy to setup, superb support.
What do you dislike about the product?
doesn't integrate with Salesforce without API support
What problems is the product solving and how is that benefiting you?
We were missing tickets, customers weren't getting replies. Helps me monitor support staff and make sure we have high customer satisfaction.

    Nikita P.

Great app for read respond and manage your tickets anytime.

  • June 16, 2017
  • Review provided by G2

What do you like best about the product?
It Great app for respond and manage your tickets anytime. Helping us to solve clients issue in point and click, best feature is we can create many knowledge articles for clients so it reduces the client's issues and increases better understanding with the product The agent can also improve their performance and we can monitor the agent's performance, can generate report easily. Great feature keep it up
What do you dislike about the product?
Filter options are limited, notification for the new ticket is also missing
What problems is the product solving and how is that benefiting you?
Clients issue and response management, we can generate the reports and we can monitor the agent's performance.we can also create and manage many knowledge articles for clients and easy to share with them, the client can also give us feedback for our articles on freshdesk.

    Insurance

Great Product

  • June 15, 2017
  • Review verified by G2

What do you like best about the product?
Look and Feel. Speed of the SaaS application. Analytics are great.
What do you dislike about the product?
No US Based support. Most companies will have a support team in the united states to service clients here. Not with Freshdesk. All their support is in india. Which is fine, except when you get someone on the phone that you cannot understand.
What problems is the product solving and how is that benefiting you?
Allows us to organize inbound client requests and assign them to CSRs. Allows us to service multiple channels from one browser window. Voice, email, chat.
Recommendations to others considering the product:
Best one we have used.

    Yaron K.

a good option for customer service platform

  • June 15, 2017
  • Review verified by G2

What do you like best about the product?
ability to assign customer requests - "tickets" to any user within our organization and seeing the progress of each ticket .
options for points for your internal users - a nice way to make the work more fun as its kind of a game.
integrations with major social accounts .
What do you dislike about the product?
tickets handling may sometimes be slow - app wise .
when a specific ticket has a lot of history then its hard to see what happened when - the chain of history is not always sorted by date .
initial setup may be long .
What problems is the product solving and how is that benefiting you?
we used to work only with outlook to answer our support request - this caused an issue as the amount of requests grow and the support stuff did not know easily which requested have been handled and which did not , using freshdesk we have made order and each request is assigned to a user and can be easily monitored .
Recommendations to others considering the product:
if you are in need for a support system - that mainly handle customer requests by email i would say this system is a good fit , if you are a very large company and need something more advanced i am not sure freshdesk is the right tool

    Paul G.

Comprehensive Support

  • June 13, 2017
  • Review provided by G2

What do you like best about the product?
Discovery and search of documentation as well as ease of reporting on and classification of issues.
What do you dislike about the product?
User account management lack of batch capabilities
What problems is the product solving and how is that benefiting you?
We are automating and tracking support and support instances. Providing searchable documentation.

    Amanda S.

Great ticket system and knowledgebase

  • June 06, 2017
  • Review verified by G2

What do you like best about the product?
The knowledgebase features are my favorite. I am corralling documentation on our different systems to give my users one place to go before they come to me.
What do you dislike about the product?
The process for my users to create an account seems a little clunky and has given some of my users problems.
What problems is the product solving and how is that benefiting you?
We are using FreshDesk to track information systems requests and to store documentation and web resources on each of our systems. I have improved accountability to my users and CYA for myself.
Recommendations to others considering the product:
I love that Whatfix integrates easily with Freshdesk. That's actually how I found Freshdesk. The two are a great pair.

    Jonathon L.

Comprehensive support software

  • June 01, 2017
  • Review verified by G2

What do you like best about the product?
Relatively easy to use at the basic level, for the normal email support it is straightforward and simple. Includes phone, chat, and social media management all in the same place. If you want to know what Freshdesk is like, use Helpscout. Then, remove the best parts of Helpscout and the reports, add about 6 tons of bloat and nonsense. Suddenly, you're using Freshdesk.
What do you dislike about the product?
Updating this for the new Freshdesk rework. It looks better, I'll give them that. The old version looked like garbage. It's still bloated, and there were numerous bugs and missing elements on the new version. And the reports are still the same. I can only assume their thought process when designing reports was to make them available, but limit their usefulness as much as possible. For example, the CSAT reports are maybe 25% of the way to being useful. The only info you'll get from your help centre are silly thumbs up/down. Want to know what the person searched for and couldn't find? Tough.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for email support, social media support, and will soon be adding the phone channel. It lets us respond quickly, it has decent reporting capabilities to let us track our support trends, and lets me add the necessary information to document our support tickets effectively.
Recommendations to others considering the product:
They do have a comprehensive set of features that let you offer support across multiple channels I would make sure that you understand the features beforehand and trial the software thoroughly, to make sure you need it, otherwise a simpler solution might be a better fit.

    Human Resources

Effective, easy and robust

  • May 31, 2017
  • Review provided by G2

What do you like best about the product?
The ability to see your support center from a big picture.
What do you dislike about the product?
Limited license, but that is their revenue model, so makes sense.
What problems is the product solving and how is that benefiting you?
Understand customer needs, get real-time feedback, maintain customer support, keep clients happy. The benefits we realized while using FreshDesk was transparency internally saving time and fixing problems quicker.
Recommendations to others considering the product:
It is less expensive than Zendesk and has all the same features (from my knowledge).

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