Freshdesk
Freshworks Inc.External reviews
3,570 reviews
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External reviews are not included in the AWS star rating for the product.
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.
So far so good
What do you like best about the product?
Easy to use, good interface. Good administration tools. Good reports and ticket tracking.
What do you dislike about the product?
Doesn't always pull in emails from the emails setup. Could use better default SLA policies. Would be nice to have a default out of the office dispatchr based off business hours rather than having to create one from scratch. It's relatively easy to do but you have to look for it and how to set it up on the web instead of via in app help.
What problems is the product solving and how is that benefiting you?
Good tracking of support tickets, decluttering email, better customer service.
Simple but complete solution
What do you like best about the product?
It has everything you need for closed loop communication and ticket dispatch without some of the extra expense tracking features and inventory you'll find in more advanced solutions. For an internal IT team with a separate system for inventory and time tracking this has been a God send.
What do you dislike about the product?
It would be nice to have the ability to create a second customer portal for other internal teams without having to worry about multiple admin portals. We'd also love to see some solid O365 group calendar integration.
What problems is the product solving and how is that benefiting you?
Our help desk staff was struggling to stay on top of things when we were working out of a shared mailbox. It was hard to figure out who was going to work on a task and difficult to figure out if it was completed or not. With Freshdesk we've just hit our 10000th ticket and we can't imagine a world without it.
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