Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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Best Support Desk for SMB
What do you like best about the product?
Freshdesk is an excellent platform for support ticket management. It is relatively easy to use and robust in its overall feature offerings. It allows for customization of your specific forms and will enable you to tailor the design to your specific product.
There are many integrations and apps that can be used to integrate with your current systems and ability to customize your own widgets for your companies specific needs.
There are many integrations and apps that can be used to integrate with your current systems and ability to customize your own widgets for your companies specific needs.
What do you dislike about the product?
We have been with Freshdesk almost since their beginning years and as my company has grown, we have had more need for advanced features that require upgrading my subscription plan. We sit in some Classic plan that doesn't align with the current day plans and it is tough to see what features we have access to and which ones we do not have available to us.
It is almost impossible to change our Forms to fit our needs not without losing all of our past service history and starting over. If we modify one field the wrong way it will wipe out the history for that field.
Support is 100% overseas and connectivity issues, and language barrier can be problematic if you need live support. Stick to a chat window if possible.
It is almost impossible to change our Forms to fit our needs not without losing all of our past service history and starting over. If we modify one field the wrong way it will wipe out the history for that field.
Support is 100% overseas and connectivity issues, and language barrier can be problematic if you need live support. Stick to a chat window if possible.
What problems is the product solving and how is that benefiting you?
Being able to direct all of our customer questions and repair needs to one central system is critical to effectively managing our help desk operations. We will look to further integrate freshdesk with our systems or adopt other Freshservice products.
Easy to use and configure
What do you like best about the product?
I like that the software is easily configurable.
What do you dislike about the product?
I would like more features without having to have the more expensive package.
What problems is the product solving and how is that benefiting you?
The historical data we can maintain to assist in resolving new cases helps tremendously. The search function allows me to easily and quickly find comparable issues. They have recently added a new feature that will allow us to share internally with our developers that is a HUGE help!
Awesome Customer Support Tool.
What do you like best about the product?
I work with support team. Tickets generation becomes very crucial when tracking client history and agent performance. The toll is very easy to use and explore. Even for new learners. Integrations are also very good.
What do you dislike about the product?
I didn't find any major flaw in the tool. However, sometimes, finding some minimal and hidden settings become very difficult. Navigation takes time. Also, i found the cost to be on the higher side when compared to other support tools.
What problems is the product solving and how is that benefiting you?
Ticket generation, tracking agent performance, ticket distribution amongst teams followed by an escalationb matrix. These are things which have been solved by FD.
Moreover, integration with exotel has ensured that no client complaint is missed by the team.
Moreover, integration with exotel has ensured that no client complaint is missed by the team.
freshwork review
What do you like best about the product?
it is very helpful to connect with customer
What do you dislike about the product?
nothing to dislike it is very good and easy to use
What problems is the product solving and how is that benefiting you?
to connect with all customer
Amazing tool
What do you like best about the product?
The way makes everything more easy to work with your tickets and customers, the amount of time that save you is really appreciated in the busy times.
What do you dislike about the product?
That is not lots of options for fonts and ways to create the canned responses.
What problems is the product solving and how is that benefiting you?
The typical problem of customers sending lots of seperates emails, with this tool you can merge them and keep track with all much easier
The best in the market!
What do you like best about the product?
I have been actively using Freshdesk for 3 years now and it has made my work so much easier. Freshdesk has helped me organize and track and complete all my task within the SLA. Managing and tracking my teams SLAs has a lot easier with Freshdesk.
Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
What do you dislike about the product?
Create reports by summing up numbers mentioned in Ticket Fields, or any other way of calculating the amount of effort put into one ticket by an employee, would be helpful. Quanitfying effort on a single ticket is currently not available on Freshdesk which i am hoping to see in the near future.
What problems is the product solving and how is that benefiting you?
Freshdesk helps track and maintain SLA of my team and to ensure that our work is getting done on time. The Reports which are available within the platform helps submit relevant information about teams performances to the senior management on a weekly basis.
Prioritizing work on Freshdesk has been a blessing.
Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms.
Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
Prioritizing work on Freshdesk has been a blessing.
Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms.
Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
Freshdesk is the most User friendly Helpdesk
What do you like best about the product?
How it is User friendly, and easy to navigate
What do you dislike about the product?
There are a few bugs, likes it automatically saves the late sent message, so when the ticket reopens, you see the message you sent as a draft. It is just annoying having to discard it a lot of the times.
What problems is the product solving and how is that benefiting you?
Dealing with people over email as opposed to phone calls.
How Freshdesk made my life easier
What do you like best about the product?
Freshdesk provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features.
What do you dislike about the product?
Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability
What problems is the product solving and how is that benefiting you?
With Freshdesk, we were able to monitor all of the concerns coming from different channels in one single dashboard and with the help of useful tools to categorize each concerns base on priority level.
Freshdesk - a tool which simplifies everyday hustle
What do you like best about the product?
Easy to use interface,Mutichannel support,Automations for segregating tickets,Reporting and analytics and various third party apps integrations are some of the key factors which I like about freshdesk.
What do you dislike about the product?
Limited customization options, pricing,reporting limitations are some of the factors which I dislike about freshdesk.
What problems is the product solving and how is that benefiting you?
Ticket Management, Automations, Multichannel support, Reporting and Analytics and Integrations are some of the features which freshdesk is providing to me and benefitting me.
Tool Is very user-friendly.
What do you like best about the product?
Automation...Very user friendly and easy
What do you dislike about the product?
Customer support is very supportive when they connect with clients, but getting connected with them is a big task
What problems is the product solving and how is that benefiting you?
Helping us by giving various reports, easy to use
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