Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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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!
One of the best CRMs in the market which is competing with the likes of Zendesk, Intercom etc.
What do you like best about the product?
A brilliant and easy UI/UX for the agents on email.
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
What do you dislike about the product?
Data capabilities are still not up to the mark with the likes of products like Zendesk Explore.
What problems is the product solving and how is that benefiting you?
Creating an omnichannel customer experience for our customers on Learner support.
Recommendations to others considering the product:
Please consider Zendesk as well, before shortlisting Freshdesk for an omnichannel solution
Simple and easy product with good features
What do you like best about the product?
Still same and we are able to achieve the tasks efficiently
What do you dislike about the product?
Ui is still the same which needs overhaul
What problems is the product solving and how is that benefiting you?
Candidate and hiring management system
Recommendations to others considering the product:
It's a decent tool with good enough features to track and manage status of tasks and tickets
An advanced and forward looking solution
What do you like best about the product?
Focus on automation by leveraging tools such as selfhelp and bots.
What do you dislike about the product?
Lower subscription plans of Freshdesk only provide basic reporting and no flexibility to change CSAT yardstick.
What problems is the product solving and how is that benefiting you?
Using it for customer support over tickets and live chat. Also using proactive / triggered chat messages for upselling over chat. Benefits realized by us include the following:
1) Upselling premium services thereby helping adoption rate of paid premium services
2) Chatbots helping resolve upto 10-12 % of chats using easy to configure custom chat bot flow without intervention from our IT
3) Automated repetitive tasks within Freshdesk ticket support thereby helping up supervisory time for things that matter more
1) Upselling premium services thereby helping adoption rate of paid premium services
2) Chatbots helping resolve upto 10-12 % of chats using easy to configure custom chat bot flow without intervention from our IT
3) Automated repetitive tasks within Freshdesk ticket support thereby helping up supervisory time for things that matter more
Recommendations to others considering the product:
Having used multiple customer support platforms over the past 20 years, such as, Live Person, Right Now, Talisma etc. I can confirm that Freshdesk is very competitive and advanced in terms of features and ease of use and is worth a consideration.
Efficient ticketing platform + great Sales/Support team
What do you like best about the product?
Easy to use, collaboration across teams is effortless.
Pricing is on the lower side compared to its competitors.
Assistance from their team for evaluation & team onboarding was quite helpful.
Pricing is on the lower side compared to its competitors.
Assistance from their team for evaluation & team onboarding was quite helpful.
What do you dislike about the product?
Platform documentation can definitely be improved.
Multi-language support isn't that great yet.
Multi-language support isn't that great yet.
What problems is the product solving and how is that benefiting you?
Better customer experience when they wish to interact with our Support/Engineering team.
Smoother communication, documentation of conversations, internal escalations, tracking performance of Support agents, etc. are some of the benefits of Freshdesk.
Smoother communication, documentation of conversations, internal escalations, tracking performance of Support agents, etc. are some of the benefits of Freshdesk.
Recommendations to others considering the product:
Do check out Freshworks' Startup Program, this will help you operate at zero cost for the first 6/12 months if your organization is eligible.
FreshDesk
What do you like best about the product?
Like the app, user friendly platform. Enjoy the documents and canned responses available for you to utilize especially while on the go.
What do you dislike about the product?
Delayed refreshing on the mobile environment. Constantly have to go in and out to see new and refreshed items.
Sometimes images don't get saved the way you want it.
We need a better way to visually categorize better the tickets in the queue
Sometimes images don't get saved the way you want it.
We need a better way to visually categorize better the tickets in the queue
What problems is the product solving and how is that benefiting you?
User ability, compliance, API, we are solving all things related to our services.
We communicate within our team, from billing to sales we utilize freshdesk
We communicate within our team, from billing to sales we utilize freshdesk
Recommendations to others considering the product:
This is the only interface I've used other than email. However it's nice that it's open to your members so other can chime in when you need help. It's a great way to provide service to your users.
Best solution for customer relationship and retention
What do you like best about the product?
I appreciate Freshdesk being an omnichannel customer onboarding, service, and retention platform the most because using this single tool; we can provide all the needed support and service to our existing and potential customers. In short, the ability to manage all the support channels through this single tool is the most fantastic thing.
What do you dislike about the product?
The major dislike about this omnichannel customer management tool is that as it connects multiple customer interaction channels, it might be pretty confusing and hard to manage when the support volume is high and becomes costly as we need to add more support representatives.
What problems is the product solving and how is that benefiting you?
Freshdesk has become all one customer service and retention solution that lets us collect support requests from existing and potential customers and respond on a priority basis. It has made our customer service process quite efficient and has greatly helped us improve our business relationship with the customers.
Why I love using Freshdesk
What do you like best about the product?
First, it's easy to use, like super easy. Great insights and great real-time reports. Also, I love that you can connect it to Freshchat, and every conversation is converted into a Freshdesk ticket. Plus, it makes things easy to help our agents and customers in a very good and fast way. Also, I love how easy the dashboard is.
What do you dislike about the product?
There is nothing I dislike, to be honest. I just love it.
What problems is the product solving and how is that benefiting you?
Assisting the agent quickly and systematically
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