Freshdesk
Freshworks Inc.External reviews
3,440 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A solid platform with only a few minor drawbacks
What do you like best about the product?
An extensive functionality of the platform. Whatever functionality I ever think of - I can find it already implemented there.
Ability to integrate Freshdesk into our mobile app.
A great search in the self-help page.
Ability to integrate Freshdesk into our mobile app.
A great search in the self-help page.
What do you dislike about the product?
The fact that our account has been suspended because of being late with the payment. Even though banks were not working in our country due to Christmas Holidays that is the biggest holidays throughout Europe.
What problems is the product solving and how is that benefiting you?
We are solving business - end user communication problem.
Recommendations to others considering the product:
Staff is very helpful in the very beginning which is really important as it's not very easy to setup the platform and customize it yourself.
A great tool
What do you like best about the product?
My favourite support tool. I've seen a number and none of them was better. I like it as the head of customer support, as a supervisor and as an agent (I believe in doing part of the job myself to feel the customers' and agent's pains). I've migrated to Freshdesk a third company already, and it's always a relief.
What others do not have: a very clear structure of canned responses by folders, a very good dashboard for the manager that lets you see in a glance how many tickets and in what status are there in each of groups, lots of useful settings.
What others do not have: a very clear structure of canned responses by folders, a very good dashboard for the manager that lets you see in a glance how many tickets and in what status are there in each of groups, lots of useful settings.
What do you dislike about the product?
I miss the OTRS structure of queues and sub-queues, we used it a lot and I was a big fan.
What problems is the product solving and how is that benefiting you?
It's structuring the customer support work. We can manage all of our customer communications with one tool.
Recommendations to others considering the product:
Just love it, honestly.
Over 3 years of great support
What do you like best about the product?
Our company has been using Freshdeks for more then 3 years now. It has been a huge asset to our support team. I personally think it's the best ticketing system out there, as it's seamless for our agents to use and provides so much reporting.
What do you dislike about the product?
I wouldn't say there is something I dislike. I do have some suggestions that would help benefit our account, and would love a domain where I can submit such suggestions.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our email platform. This past year we've answered over 200,000 emails via Freshdesk and things couldn't have ran smoother!
Tons of benefits from reviewing our CS team and providing data on customer inquiries and much more.
Tons of benefits from reviewing our CS team and providing data on customer inquiries and much more.
Recommendations to others considering the product:
If you are debating between using Freshdesk or another ticketing system, trust me Freshdesk is the right route.
I've help other companies make transition to Freshdesk as other ticketing platforms weren't cutting it.
I've help other companies make transition to Freshdesk as other ticketing platforms weren't cutting it.
Submitted a comment on the updated version of FreshDesk
What do you like best about the product?
The attention given to my comment asking for more details.
What do you dislike about the product?
My experience was short and sweet. Nothing to dislike
What problems is the product solving and how is that benefiting you?
We are using it as a helpdesk app for two application admins
Freshdesk Experience
What do you like best about the product?
I like that we never miss any customers inquiries because of all the features freshdesk has.
What do you dislike about the product?
I dislike the learning curve it takes for employees to get up to speed. But for people who have customer support experience it is easy for them to get started
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to answer every customer inquiry all on one single interface. I enjoy how freshdesk is integrated with Facebook and Twitter.
Freshdesk works great
What do you like best about the product?
Easy to use and setup. Good collaboration between departments.
What do you dislike about the product?
No html emails for canned messsges at this time.
What problems is the product solving and how is that benefiting you?
Easy to use across departments.
simple to use program
What do you like best about the product?
I like how simple the layout is, and it's easy to stay organized. It's a good starter program for someone new to to this field or even interns to use.
What do you dislike about the product?
There is nothing I dislike, I'm new to using it and have not come across any issues.
What problems is the product solving and how is that benefiting you?
The Live Chat feature is a quick easy way to get in contact with our customers and help them with any issues.
FreshDesk is an affordable solution for a helpdesk
What do you like best about the product?
I love that there are automations built into the software, that you are able to use to improve efficiency. I have been able to reduce the workload of myself and my support staff by using automations.
What do you dislike about the product?
I dislike the fact that some features that I think are very useful, are not available, and not planned for the near future. For example, the ability to completely delete customer data if requested.
What problems is the product solving and how is that benefiting you?
Using FreshDesk has provided a full helpdesk for me and my team, and enables us to log all support request in one secure place.
Recommendations to others considering the product:
I would recommend that you consider your setup for as long as possible to start with, as changing configuration later on is easy, but can mess up your reporting.
Freshdesk - easy to use, fast support
What do you like best about the product?
Freshdesk is easy to setup for new groups and agents. I can obtain help or additional licenses quickly via the web chat support. Reports are flexible enough, too, with the Garden level meeting all of our needs as a non-profit organization with 3 support areas.
What do you dislike about the product?
Haven't found anything that I dislike. Keep up the good work!
What problems is the product solving and how is that benefiting you?
We have three business areas within our company. Each has separate Freshdesk group, so the inboxes are separated, which is great. The agent only sees the group they are assigned to. This tool provides ticket tracking, historical info to glean from, stats for agents and groups. This tool has provided one place for staff to email help requests for one of the three areas, one place for online web forms to arrive into another area, and one internal transfer as needed into the third area. This product meets our needs easily!
Recommendations to others considering the product:
Whether for Historical records, stats, ticket collaboration or basic ticketing, this product is easy to setup, administer and use for one to several (private) groups within your company. I recommend it!
very flexible and easy to use
What do you like best about the product?
rebranding, automate actions are very easy to use
What do you dislike about the product?
The reporting cannot be customized for analyses on customer ticket fields
What problems is the product solving and how is that benefiting you?
Support department automate distribution of issues
Recommendations to others considering the product:
Strong product, and extremely fast support
showing 3,141 - 3,150