Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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Helpdesk that fits
What do you like best about the product?
Email to ticket conversion in few steps: It´s very easy to configure an email account and convert them to tickets.
Social Networks: Integration with Facebook and Twitter, so I can answer all questions and direct messages from my clients.
Live chat: It´s easy to add a chat into my website
Customizable interface, Multiple languages, Escalation, Multiple SLA´s
Cloud- Hosted
The Knowledge base can be populated according to my services
I can use my own email servers, so I can manage all incoming/outgoing emails
When we close a ticket, The system send a satisfaction survey, which helps us to improve our work
Social Networks: Integration with Facebook and Twitter, so I can answer all questions and direct messages from my clients.
Live chat: It´s easy to add a chat into my website
Customizable interface, Multiple languages, Escalation, Multiple SLA´s
Cloud- Hosted
The Knowledge base can be populated according to my services
I can use my own email servers, so I can manage all incoming/outgoing emails
When we close a ticket, The system send a satisfaction survey, which helps us to improve our work
What do you dislike about the product?
There´s no integration with Instagram or whatsapp yet.
It´s not possible to have agents in different plans in the same portal
The only way to add agents is by email address
It´s not possible to have agents in different plans in the same portal
The only way to add agents is by email address
What problems is the product solving and how is that benefiting you?
Satisfaction of my customers, Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats, It´s easy to add or delete agents whenever I want.
Now I can manage all requests from my customers and notify them about the status of the tickets.
Now I can manage all requests from my customers and notify them about the status of the tickets.
Recommendations to others considering the product:
Everything is Cloud-hosted. It´s easy to add agents and add users to Self-Service Portal.
You can export Enterprise Reports into multiple formats
You can offer several ways to communicate with your customers (Social, Chat, Email, Phone, Self-Service portal)
Price is too cheap for benefits
The Technical support is excellent,
You can export Enterprise Reports into multiple formats
You can offer several ways to communicate with your customers (Social, Chat, Email, Phone, Self-Service portal)
Price is too cheap for benefits
The Technical support is excellent,
Excellent Support
What do you like best about the product?
The support is always super helpful and informative. Friendly agents who get back to you really quickly.
What do you dislike about the product?
I've not found anything I don't like about Freshdesk in the 4 years I've been using it.
What problems is the product solving and how is that benefiting you?
All of our email comms in one place and the ability to all jump in and grab tickets for colleagues if needed
Freshdesk cares
What do you like best about the product?
When I log an issue or query Freshdesk staff are quick to respond and often have a solution ready and waiting
What do you dislike about the product?
I would like more freedom to change the information gathered when tickets are automatically raised from the live chat tool
What problems is the product solving and how is that benefiting you?
Identifying product issue trends and feeding into the Analox continuous improvement plan with real data gathered from our products in the field
Recommendations to others considering the product:
Talk to the sales engineers, they will help sandbox your requirements so they can better meet your need
Why we switched to Freshdesk.
What do you like best about the product?
There's a lot to like about it. Pretty much everything about it is better than our old Helpdesk software. I can bulk close tickets, I can bulk update tickets - the app is great and super easy to use.
What do you dislike about the product?
I can't think of much I dislike about it at the moment. It's a great chunk of software and I'd be hard pressed to find something better for our application.
What problems is the product solving and how is that benefiting you?
A benefit for me is that I can log into Freshdesk from any of my computers or devices and assign tickets on the go. So even if I'm out of the office for a day, I can still get some work done so I don't come back to a complete mess.
Easy to use!
What do you like best about the product?
Great and easy overview. Quick response to users..
What do you dislike about the product?
Missing the ability for the user to vote for ideas/bugs etc
What problems is the product solving and how is that benefiting you?
Using it as a support tool for my "side-project-websites"
Awesome Helpdesk Platform.. even better support.
What do you like best about the product?
The simple and effective UI. Easy to navigate, snappy and responsive. Very easy to use if you have used pretty much any web interface before hand.
What do you dislike about the product?
The inability to disable certain aspects, like the motivational sentences between loading screens. A small nit pick.
What problems is the product solving and how is that benefiting you?
Ability to provide rapid response support to all internal users for the company. Provide metrics to management showing performance.
Recommendations to others considering the product:
Have a trial of the software - easy to setup and doesn't require any existing infrastructure except email.
Freshdesk is user friendly and easy to use
What do you like best about the product?
We can assist our client much better and faster. It is easy to use.
What do you dislike about the product?
So far nothing.
It would be nice if your phone chanel could support calls in Botswana and Lesotho as well. We currently use Aircall in South Africa, but we are looking for a Help Desk tel no in Botswana and Lesotho so that we can all use the system 100%
It would be nice if your phone chanel could support calls in Botswana and Lesotho as well. We currently use Aircall in South Africa, but we are looking for a Help Desk tel no in Botswana and Lesotho so that we can all use the system 100%
What problems is the product solving and how is that benefiting you?
We can track how long it takes to answer problems, see which agents takes the longest / shortest to respond.
Recommendations to others considering the product:
Freshdesk is very easy to use.
The Freshdesk experience from a technical writer's perspective
What do you like best about the product?
The ability to create and edit documents for our i eternal knowledgbase.
What do you dislike about the product?
Nothing. Absolutely an enjoyable experience.
What problems is the product solving and how is that benefiting you?
Data quality tickets. Analyzing complications s with user experience with the software
Recommendations to others considering the product:
It's very easy to use and attach attachemnts. All work can be done in the cloud. They provide awesome customer support according to my client service manager.
Almost perfect - easy to start with
What do you like best about the product?
Initial configuration and customization is very very easy. More advanced configuration is also not hard. There is always Freshdesk's support ready to help and guide how to make thinks! Great.
Configurability is a big plus. Also integration options as well as the import mechanisms.
I'm pretty sure that it's never an easy decision to choose the Support / Trouble Ticketing system, but with FreshDesk the risk very low. Firs of all there is no huge upfront investment - in the form of money, but also time. Second thing is that with the cloud delivery mode, there is no need for a infrastructure subproject and this is also huge benefit especially for smaller companies; and just don't forget that not every company has a separate IT department and CIO / CTO who could deal with the deployment.
Last but not least. After the initial small reluctance of the personnel, the team quickly realized the positive side of the tool / system and get acquaint with this tool easily. Great!
Configurability is a big plus. Also integration options as well as the import mechanisms.
I'm pretty sure that it's never an easy decision to choose the Support / Trouble Ticketing system, but with FreshDesk the risk very low. Firs of all there is no huge upfront investment - in the form of money, but also time. Second thing is that with the cloud delivery mode, there is no need for a infrastructure subproject and this is also huge benefit especially for smaller companies; and just don't forget that not every company has a separate IT department and CIO / CTO who could deal with the deployment.
Last but not least. After the initial small reluctance of the personnel, the team quickly realized the positive side of the tool / system and get acquaint with this tool easily. Great!
What do you dislike about the product?
The multi-language support is still to be Polished a bit. Here and there we've managed to noticed some gaps. On the other hand, being on a SW development side for many years, I'm fully aware that is is definitely not an easy part and require a lot of time as well as field localization testing.
Freshcaller integration probably needs to be further developed - this wasn't important for my organization at all, but might be important for others. There is currently no way to get the call records to be downloaded into the own repository - for instance over the FTP.
Freshcaller integration probably needs to be further developed - this wasn't important for my organization at all, but might be important for others. There is currently no way to get the call records to be downloaded into the own repository - for instance over the FTP.
What problems is the product solving and how is that benefiting you?
Easy and fast deployment. For a startup or even a large organization it's perfect toolchain to start. Of course, if you wish to have everything fully customized and fit for the organization, then you would need to enter into build to order instead of this turnkey.
With freshdesk we can simply get an insight about workload and eliminate repeating simple questions by introducing knowledge base as well as activate out customer / partners base to help each other via Forum mechanism.
With freshdesk we can simply get an insight about workload and eliminate repeating simple questions by introducing knowledge base as well as activate out customer / partners base to help each other via Forum mechanism.
Recommendations to others considering the product:
Don't think too much. Just enter into the DEMO. I've been trialing 4 different SW and this was the easiest to star with.
Really Great Service and.a lovely product
What do you like best about the product?
Their help chat and wiki are excellent and I have never felt like I was speaking to a robot. This is a really rare experience, and they are always courteous and friendly. The product itself is easy to use, easy to customize and easy on the eyes.
What do you dislike about the product?
Reporting can definitely be improved, there are not enough options for customized reporting.
What problems is the product solving and how is that benefiting you?
Easy to track who is doing what and to interact with the team without disturbing the customers
Recommendations to others considering the product:
Best customer service I have seen for any software in many years
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