Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Seamless Problem Solutions with Freshdesk
What do you like best about the product?
The AI features are somewhat useful, but I've only used them in free trials. For the most part, I don't think they're worth paying for at the level of business that we are doing, but could make more sense for brands that are handling larger numbers of tickets.
What do you dislike about the product?
The reporting is still the same, and kind of clunky to move around in. Otherwise, I've got nothing to complain about!
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to receive and respond to almost all of our guest feedback in one place. And even the channels we can't get into it automaticallly, can be manually added becasue ticket creation is straight forward.
Evaluation of Lizee
What do you like best about the product?
Multichannel. White label operation.
What do you dislike about the product?
Requests not taken into account. No connection with a French-speaking representative, making configuration very complicated.
What problems is the product solving and how is that benefiting you?
White label operation. Multichannel communication.
The Freshworks team works hard
What do you like best about the product?
Easy to set up and easy to use. Their support team is always helpful and gets back to us quickly. Updates and new features are also frequent so you see how hard they're working to make an awesome product.
What do you dislike about the product?
Analytics and reporting could be a bit heftier as we sometimes find it lacking with regard to our needs. However, legacy reports are available and you can customize your own reports, too.
What problems is the product solving and how is that benefiting you?
We needed a helpdesk that could help us be more efficient in managing the emails and in-app messages from our customers. Freshdesk's features helps us prioritize the right tickets while ensuring that no ticket is left behind.
Very good product
What do you like best about the product?
Solves our issues regarding ticket handling, workflow, reminders, feedback etc. Very good support also, if we have any questions.
What do you dislike about the product?
Nothing special that we have discovered after our 5+ years of use
What problems is the product solving and how is that benefiting you?
Everything from bug reports to enquiries of development of existing products/solutions/sites that our company have developed
Excellent email client with many integration options
What do you like best about the product?
Freshdesk allows businesses to gather all incoming communication, such as emails, phone calls and messages to be displayed in one place.
The Freshdesk platform allows for easy responding to tickets, and also is easily shared among other users of Freshdesk.
I can definitely recommend Freshdesk to others!
The Freshdesk platform allows for easy responding to tickets, and also is easily shared among other users of Freshdesk.
I can definitely recommend Freshdesk to others!
What do you dislike about the product?
The only downside is that the Freshdesk platform sometimes feels a bit oldschool. With this I mean that some elements can feel a bit outdated, and requiring a visual overhaul to make it look more 'modern'.
What problems is the product solving and how is that benefiting you?
It helps me solve problems that customers have. They send their complaints / suggestions via multiple different communication channels, and Freshdesk allows me to have all of these complaints / suggestions visible in 1 single location. This prevents me from having to switch to multiple different channels.
Freshdesk is better option to improve customer support and it is user friendly
What do you like best about the product?
Freshdesk helps in storing customer feedback and data which is very convenient for providing resolutions to people on time
What do you dislike about the product?
We do not have an option for conduct meetings online.
What problems is the product solving and how is that benefiting you?
Helps in providing resolutions on time with a proper reminders on the tickets
A good if outdated support tool
What do you like best about the product?
The free version requires you to use freshdesk branding in parts, but it's very useful, and can be a great way for a company to get started without any financial investment.
What do you dislike about the product?
For me personally, the deal breaker was the lack of Trello integration out of the box. Yes, there is a third party plugin that you can pay for but it had limited appeal. The second black mark is the lack of a chat widget. Yes there is freshchat for that, but then that's a different product than the one we are discussing here.
What problems is the product solving and how is that benefiting you?
Freshdesk provided an adequate support desk that was easy to understand and use. It also included the ability to provide a knowledge base to customers which looked and worked pretty well.
So far so good
What do you like best about the product?
The UI and the smoothness between pages, fast response of the web.
What do you dislike about the product?
Haven´t had any issues so far; the last time I had one, the help team was swift in helping me, maybe some tutorials when accessing the first time to new areas of it.
What problems is the product solving and how is that benefiting you?
It really helps our team when it comes to help desk support, having identified most of our cases, letting us categorize and customize the tickets, and fast replied to our team, having that private note feature is really handy too.
Great software!!
What do you like best about the product?
1. Efficient ticket management: Automated ticket assignment and intelligent routing ensure prompt and accurate handling of customer inquiries from various channels.
2. Robust knowledge base: Extensive library of articles, FAQs, and self-help guides empowers customers to find solutions independently, reducing support tickets.
3. Effective collaboration tools: Seamless communication and collaboration among support agents improve teamwork and problem resolution.
Overall, Freshdesk offers streamlined ticket management, a robust knowledge base, and effective collaboration tools, making it an invaluable tool for businesses to enhance their customer support operations.
2. Robust knowledge base: Extensive library of articles, FAQs, and self-help guides empowers customers to find solutions independently, reducing support tickets.
3. Effective collaboration tools: Seamless communication and collaboration among support agents improve teamwork and problem resolution.
Overall, Freshdesk offers streamlined ticket management, a robust knowledge base, and effective collaboration tools, making it an invaluable tool for businesses to enhance their customer support operations.
What do you dislike about the product?
One aspect that could be improved in Freshdesk is the pricing structure. While the software offers a range of features and functionalities, the pricing plans can be relatively costly for small businesses or startups with limited budgets. It would be beneficial if Freshdesk could introduce more affordable options or flexible pricing tiers to accommodate businesses of all sizes.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of efficiently managing and providing personalized customer support across multiple channels, enhancing customer satisfaction and streamlining the support process.
It is functional and reliable
What do you like best about the product?
The user interface is very intuitive and user-friendly. Also, the integration with Freshcaller works very well. The filters work very well and the knowledge base is easy to manage.
What do you dislike about the product?
It is difficult to migrate from another ticketing system to import the tickets, contacts, etc.
There should be an option to call from a ticket, so the call is automatically linked to that ticket instead of doing it manually all the time.
There should be an option to call from a ticket, so the call is automatically linked to that ticket instead of doing it manually all the time.
What problems is the product solving and how is that benefiting you?
Keep control of all the incoming calls and emails sent by the clients. It is easy to follow up and see the status of the requests,
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