Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Effective tool for seamless communication with clients
What do you like best about the product?
The ability to give clients an instant way to access a communication platform for business queries
What do you dislike about the product?
I haven't found anything that I dislike yet
What problems is the product solving and how is that benefiting you?
Cancels out the disadvantage of missing out on important queries from clients and give us the ability to see and organize and make sure they are all accounted for
The most nifty and feature rich solution in a small package
What do you like best about the product?
The most critical features of a ticketing system are present in the free plan. Also, the delivery rate of the emails triggered via Freshdesk is very high.
What do you dislike about the product?
Maybe a little more of the ticket analytics value-added feature can be added to the free plan
What problems is the product solving and how is that benefiting you?
Our entire ticketing is being handled via Freshdesk and the delivery rates for us are very good. On the paid plans we are able to derive a lot of data on the tickets and the agents handling them.
An easy and helpful integration.
What do you like best about the product?
The fact that the native integration offered requires less than 5 minutes to be set up.
What do you dislike about the product?
Depending on the use case for the client, the integration might not be fully cover all their needs.
What problems is the product solving and how is that benefiting you?
The ability to track support and commercial information easily, to have a comprehensive view of the client's situation.
The perfect and most streamlined way to interact with your leads and your existing users
What do you like best about the product?
All the emails to the users land in the end users primary mailbox which helps us reach our customers as well as protect our domain from spamming penalty
What do you dislike about the product?
The free plan is very limited in features and some critical features in the pro plans should have been included in the free plan.
What problems is the product solving and how is that benefiting you?
All our customer interaction and issue handling are being seamlessly taken care of by Freshworks. The analytics is also helping in getting us an idea of our process and the bottlenecks.
Overall good product with good price-performance ratio
What do you like best about the product?
Easy handling and set up of the product. Many different possibilities of customizing the tool and fields and using it the way you want to. Clear and structured layout is easy to understand and to work with.
What do you dislike about the product?
Creating custom reports is not intuitive at all. And purchasing the product should be more accessible with a better checkout process.
What problems is the product solving and how is that benefiting you?
Giving you a structured and efficient customer support/ticketing tool. Handling all issues from one central place is critical.
Great and an efficient HelpDesk!
What do you like best about the product?
I personally like the single ticket view, It's readable and is not so complex such as HubSpot Email
What do you dislike about the product?
Dashboard and Reports basically need a better design.
What problems is the product solving and how is that benefiting you?
Actually, we're using the FreshDesk for our solve our WordPress products
Freshdesk - Outstanding Ticketing Solution!
What do you like best about the product?
- Easy to setup (SaaS); within a few hours, you can start using Freshdesk
- Intuitive but at the same time hundreds of features and possibilities to individualize the solution
- Great cost - performance ratio
- Intuitive but at the same time hundreds of features and possibilities to individualize the solution
- Great cost - performance ratio
What do you dislike about the product?
- no OnPremise option which is required by some enterprises in the EU for GPDR reasons
- Support from outside the EU sometimes challenging - requierments would be better understood by local partners
- Support from outside the EU sometimes challenging - requierments would be better understood by local partners
What problems is the product solving and how is that benefiting you?
- Efficient problem and incident management
- IT services provided to various clients
- performance and time tracking for billing & accounting
- Setup of a knowledge database for internal and customers
- IT services provided to various clients
- performance and time tracking for billing & accounting
- Setup of a knowledge database for internal and customers
Their secret and strength: support you from day one
What do you like best about the product?
When you start a sw project, there are so many different custom needs, and you begin to learn how the sw could be valuable for your project. This is a difficult time because you try and try but it's not easy than you were expecting.
Great and flexible support, at every stage from business and technical staff
Great and flexible support, at every stage from business and technical staff
What do you dislike about the product?
There are so many additional external apps that can bring more value to your project. They should not be listed as title or features but organized in best practice categories
What problems is the product solving and how is that benefiting you?
We sell gym equipment and with Freshdesk we pu in please a ticket system for our repair/maintenance inquiries. Hundreds of calls and thousands of machinery are now coordinate from a single dashboard
Business can be made simple, when it is complicated.
What do you like best about the product?
All team members in one follow-up system. Easy to train and work with.
What do you dislike about the product?
Missing integration with standard ERP systems. Lacking standard possibilities to customise look and feel
What problems is the product solving and how is that benefiting you?
The tracking of all issues raised by our customers. We became a proactive company.
FreshDesk - Easy to use
What do you like best about the product?
Easy use and train new joiners. UI is very interactive. Automations and customizations are very easy to understand.
The Customer Portal is very easy to use for customers.
The Customer Portal is very easy to use for customers.
What do you dislike about the product?
Freshdesk is good for simple implementation but has Limitations to support complex business scenarios. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side. I also don't like the limitations around the access and roles.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us with effective collaboration, management and Ticket management across the team. Service Level Agreements and reports help us identify our KPIs.
Effective and timely ticket management. Also, Dashboards and other reporting capabilities are easy to track the performance of Agents. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side.
Effective and timely ticket management. Also, Dashboards and other reporting capabilities are easy to track the performance of Agents. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side.
Recommendations to others considering the product:
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
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