Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Makes Ticketing Easy
What do you like best about the product?
We use this for our clients to input tickets, but my main usage is to get tickets for our own marketing efforts into our dev team, so I get to see it from both sides. For clients it's great, simple to get your solution requested. For the internal team it automates a lot of steps that might be necessary.
What do you dislike about the product?
The system isn't super intuitive and takes some more training to learn than I might normally like. It should be a little bit cleaner. That's really the only complaint I have about this service.
What problems is the product solving and how is that benefiting you?
Like I said above, we use it to provide customer support, both externally and internally. The fact that it's so easy to use for both sides makes it super valuable to us.
A modern service for problem solving
What do you like best about the product?
I love using Freshdesk as it is a convenient and affordable service compared to other bundled support programs. In my opinion, some free programs sometimes work when it comes to managing support tickets well. I like that it is largely secure and keeps our clients' information private. Communication is facilitated through many different channels.
What do you dislike about the product?
One point to keep in mind, despite what most might say about the program, it is not an easy task to be able to use it and it takes a little time to learn to use all the functions. Sometimes it becomes tedious and time-consuming to format emails, and this sometimes takes a bit of time.
What problems is the product solving and how is that benefiting you?
It is very useful to be able to give support, the problems with customer service have been solved. The third-party integrations out there today are for use cases, such as extracting every detail of the order from the system in operations.
Recommendations to others considering the product:
This is our elegant tool for troubleshooting and customer support. During we have used it, it has been helpful through its use in solving problems for our clients, helping in management and with their integration of social networks. FreshDesk also has a support that cares wonderfully and with style on every request and this is an advantage that puts it above other platforms for troubleshooting.
Robust CRM rivalling HubSpot and Salesforce
What do you like best about the product?
FreshDesk is part of the FreshWorks suite, which brings together a nice collection of customer management and sales tools including lead tracking, customer support tickets, a website chat plugin, and even a phone dialer.
What do you dislike about the product?
FreshWorks is still in active development. The features are impressive but there is still a way to go before all the parts are fully integrated into the main system.
What problems is the product solving and how is that benefiting you?
We need to track leads and sales as well as follow up with trial customers who never converted to our full product. We want to track customer service tickets and ensure our customers are happy. Until now, we had multiple pieces of software to do this as well as spreadsheets to track it. FreshWorks gives us the ability to keep it all under one roof.
Excellent CRM Software with powerful Dashboard GUI
What do you like best about the product?
1) Ease of Use
2) has the ability to easily search tickets
3) can attach and add kb articles.
4) full solution for ticketing system and has automation built in capabilities
5) Cost effective solution
2) has the ability to easily search tickets
3) can attach and add kb articles.
4) full solution for ticketing system and has automation built in capabilities
5) Cost effective solution
What do you dislike about the product?
1) Cannot ammend certain feature attributes
2) does not integrate with invoicing systems well at least in our experience
3) some issues with duplicate contacts when we integrate on certain attributes.
4) unable to integreat with MSP product.
2) does not integrate with invoicing systems well at least in our experience
3) some issues with duplicate contacts when we integrate on certain attributes.
4) unable to integreat with MSP product.
What problems is the product solving and how is that benefiting you?
1) Visibility of all tickets tracking
2) Cost and billable tickets and non-billable tickets
3) Number of tickets for each customer
4) reporting
5) Cost per client and historical data
2) Cost and billable tickets and non-billable tickets
3) Number of tickets for each customer
4) reporting
5) Cost per client and historical data
Recommendations to others considering the product:
If you are looking for a starting platform that is free highly recommend this product to get you going.
Easy to use and can easily help you keep visibility of your customers.
Also has great plans which you can easily slowly upgrade when you need as you need. Not many outages and accessible via app and online via cloud which is also handy.
No limitation of number of users yet and we also like the feature of providing access to users with their own logins which they can see only the files we provide them.
Would like it to integrate with other systems for a single source of truth however the product is definitely value for money.
Would be great if it also had integration for MSP to platforms such as Antiviruses or solarwinds to be able to have a single pane of glass.
Overall a great product and would recommend to anyone who is starting out.
Easy to use and can easily help you keep visibility of your customers.
Also has great plans which you can easily slowly upgrade when you need as you need. Not many outages and accessible via app and online via cloud which is also handy.
No limitation of number of users yet and we also like the feature of providing access to users with their own logins which they can see only the files we provide them.
Would like it to integrate with other systems for a single source of truth however the product is definitely value for money.
Would be great if it also had integration for MSP to platforms such as Antiviruses or solarwinds to be able to have a single pane of glass.
Overall a great product and would recommend to anyone who is starting out.
Freshdesk usage review
What do you like best about the product?
A load of features in one platform. We use Freshdesk for ticket raising, creating and maintaining knowledge inventory, adding/editing new clients and POCs for the clients. The most commonly used section is the knowledge inventory and it works like a charm. The UI is like WordPress and makes entering content with graphics really easy. The ticketing system is also very convenient and adding comments helps in keeping track of the conversation in an issue for which a ticket has been raised
What do you dislike about the product?
The platform cannot be connected and synced with google workspace email and google calendar. We find it inconvenient to manually note updates shared by the client into the system. Email notifications do not come at times and manual monitoring is required separately for the Freshdesk.
What problems is the product solving and how is that benefiting you?
Ticketing system and content knowledge inventory updation. As mentioned, we have our FAQ for internal circulation in the Freshdesk system. We use the ticketing feature for issue solving.
Recommendations to others considering the product:
Quality of support is not great.
Integration with google mail and calendar is a challenge.
Knowledge inventory for sharing with customer support is very convenient.
Ticketing system is simple and meets requirement
Integration with google mail and calendar is a challenge.
Knowledge inventory for sharing with customer support is very convenient.
Ticketing system is simple and meets requirement
One of the best CRM tools I have used
What do you like best about the product?
It has various integrations available; you can create automation flows for ticket lifecycle, there is an option to add custom fields. overall its the best tool, with a user-friendly interface
What do you dislike about the product?
Limited social channels available; for adding additional social channels, we have integrated with third-party solutions or applications.
What problems is the product solving and how is that benefiting you?
We are providing support to clients and customers, tracking issues and tickets, and generating reports of each agent to track the type of queries and improve accordingly.
Happy automating the assignments
What do you like best about the product?
Freshdesk has a good dashboard view for all the active agents depending upon their scope and roles.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
What do you dislike about the product?
The forward button only forwards the last four interactions in the ticket, which is a little troublesome.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
What problems is the product solving and how is that benefiting you?
I have been able to accurately measure agent performance, customer satisfaction and the overall SLA. Through time triggers, I have been able to send reminders to internal agents as well as the requesters about their tickets. Agent and requester notifications help me to set up templates to be sent for every ticket update.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
Recommendations to others considering the product:
If you are looking for simple yet effective customer support, you can go ahead with Freshdesk.
It's reliable and the support team does well to help us out.
It's reliable and the support team does well to help us out.
Great helpdesk for any size company
What do you like best about the product?
We use Freshdesk to manage our email and social support channels for two brands and two international locations. The filters are powerful to make relevant cases visible to the right people.
What do you dislike about the product?
If customers open multiple tickets, it can be confusing sometimes opening their multiple tickets and tracking back to find the information you need. I am not sure there is an obvious improvement to the interface that would help, but it can be a pain point when trying to handle complex cases.
What problems is the product solving and how is that benefiting you?
A unified helpdesk for our multiple brands and locations across email and social channels makes delivering excellent and timely customer service a breeze. Helpdesk analytics also makes management fo support staff easier.
The company that took India's SaaS success to worldmap.
What do you like best about the product?
Easy to use and reliable. It becomes very easy to serve customers
What do you dislike about the product?
Integrations. At times some integrations or automation not work
What problems is the product solving and how is that benefiting you?
Helping customers serve faster and in proper way
Freshdesk Review
What do you like best about the product?
The ticketing and user accessibility/viewability of each project request elements are the best features of this product. It allows you to track the order of each request as they come through quickly and efficiently, both on the agent and requester-side. Their pricing is highly competitive as well!
What do you dislike about the product?
This platform has A LOT of features, and it is also a platform where you learn new things about it all the time, which, to be clear, is not a bad thing, but can be almost daunting at times.
What problems is the product solving and how is that benefiting you?
Internal CRM-based project request processing and tracking (we have a lot of internal requests come through for this) and it allows us to efficiently manage these in the most productive way possible.
Recommendations to others considering the product:
This is an extremely helpful product to have for any organization that has a lot of project requests come through. It is very competitively priced, too!
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