It's our main ticketing portal. We track all records, deploy responses to customers, and assign separate credentials so they can comment on the status of their tickets. It's a good tool to track, respond, and manage tickets and customer portfolios.
Freshdesk
Freshworks Inc.External reviews
3,445 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Platform from an Administrator's prespective.
What do you like best about the product?
- Streamlines the Customer Support Process
- Easy to use for our employees once they receive implementation training
- Centralized place for communication records between employees and customers
- Ability for automation through Canned Responses, tags, and threads.
- Easy to use for our employees once they receive implementation training
- Centralized place for communication records between employees and customers
- Ability for automation through Canned Responses, tags, and threads.
What do you dislike about the product?
I dislike that the platform is dependant on licenses for users.
The platform already has a fee for initial purchase, plus a monthly subscription fee. Should the need for more user licenses arise as the organization grows, as will our monthly subscription for Freshdesk.
The subscription based model being adopted throughout the business word is quite unfortunate. Gone are the days of a one time purchase.
The platform already has a fee for initial purchase, plus a monthly subscription fee. Should the need for more user licenses arise as the organization grows, as will our monthly subscription for Freshdesk.
The subscription based model being adopted throughout the business word is quite unfortunate. Gone are the days of a one time purchase.
What problems is the product solving and how is that benefiting you?
- Managers can validate the process taken by their employees for Customer Support.
- Records Management - The organization has a place for all customer communication records, should they ever need to be reference.
- Triage and Task Assignments - Freshdesk provides the Customer Support team with clear responsibilities outlined for customer responses.
- Records Management - The organization has a place for all customer communication records, should they ever need to be reference.
- Triage and Task Assignments - Freshdesk provides the Customer Support team with clear responsibilities outlined for customer responses.
Its ease of access and simplicity make the experience of our customers a lot better than ever.
What do you like best about the product?
Automation is one of the best features of Freshdesk.
What do you dislike about the product?
Analytics need improvement as it tends to be complicated.
What problems is the product solving and how is that benefiting you?
All customer-related transactions are logged here.
User-friendly interface and manages tickets very well
What is our primary use case?
What is most valuable?
It has a user-friendly interface and manages tickets very well. It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base. If we want, we an upload our knowledge base. The canned responses feature is great for reducing response time.
What needs improvement?
It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.
For how long have I used the solution?
I have been using this solution for six years.
What do I think about the stability of the solution?
I would rate the stability a nine out of ten.
What do I think about the scalability of the solution?
I would rate the scalability an eight out of ten.
How are customer service and support?
The customer service and support are very friendly and respond fast. Overall, it is good.
How was the initial setup?
It was very easy to set up.
What's my experience with pricing, setup cost, and licensing?
The pricing is pretty manageable and acceptable. For the powerful tool that it is, the pricing is justified.
Which other solutions did I evaluate?
We reviewed all the ticketing systems such as Zendesk and thought Freshdesk was the best.
What other advice do I have?
I would recommend it to other companies looking for a good ticketing system. Overall, I would rate the solution an eight out of ten.
Which deployment model are you using for this solution?
On-premises
Good tool for Deskmanagement
What do you like best about the product?
Regular updates and feeding innovative technology in tool.
No code required to develop our vision in freshdesk.
No code required to develop our vision in freshdesk.
What do you dislike about the product?
Hard for handle multiple groups for reporting purpose not a template for taking manual report
What problems is the product solving and how is that benefiting you?
Reminder tool, Canned responses and Article popualting for customer which decreases our time.
An useful Helpdesk tool to handle customer issues from various channels from a single window
What do you like best about the product?
Freshdesk is a lightweight tool which is fast and user friendly.
What do you dislike about the product?
Limited customization option, Limited features.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates the customer issues from various platforms in one single interface and reduces the problem of juggling between tools, windows and reduces manual effort.
Best solution for Support
What do you like best about the product?
Freshdesk is one of the best solution for Support. It's simple and provides flexibility.
What do you dislike about the product?
Nothing as of now because this is user friendly and provides better experience.
What problems is the product solving and how is that benefiting you?
Support related problem at one place.
Not so bad not so good
What do you like best about the product?
User-Friendly Interface: Navigating through Freshdesk is relatively intuitive, making it easy to get started without extensive training.
Ticketing System: The ticketing system is effective for organizing and managing customer queries.
Ticketing System: The ticketing system is effective for organizing and managing customer queries.
What do you dislike about the product?
Customization Limitations: I found certain limitations in customizing the platform to suit our specific workflow and requirements.
Customer Support Response: The response time from Freshdesk's customer support has been inconsistent, and addressing issues has sometimes taken longer than expected.
Customer Support Response: The response time from Freshdesk's customer support has been inconsistent, and addressing issues has sometimes taken longer than expected.
What problems is the product solving and how is that benefiting you?
Managing customer queries and issues can be chaotic without a centralized system.
Simple for Agents, Great Reporting and Responsive and Supportive Success Team
What do you like best about the product?
It's difficult to select just one thing! The product is simple to configure and use but more importantly the Success team at Freshdesk is responsive and always there to set us up to get the most out of new features or add on modules. My second favourite is how they have evolved their reporting, they are always adding new features and we can deep dive into understanding trends and identify areas for improvement.
What do you dislike about the product?
I have yet to find anything I don't like about Freshdesk.
What problems is the product solving and how is that benefiting you?
With Freshdesk we have been able to deprecate our 1-800 phone line and our first response time is down over 50 %. Huge win.
A Game-Changer for Support
What do you like best about the product?
The platform offers a seamless experience for our support team, allowing them to efficiently manage and prioritize customer queries. The automation features have significantly streamlined our workflow, reducing response times and ensuring that no customer concern goes unnoticed.
What do you dislike about the product?
One notable aspect is the mobile app's performance; I have encountered occasional glitches and delays in responsiveness. Improving the mobile app's stability and speed would be beneficial for users who need to manage support on the go.
What problems is the product solving and how is that benefiting you?
One of the prominent challenges Freshdesk effectively tackles is the organization of customer communications. With the platform's centralized ticketing system, we now have a structured and easily accessible repository of customer interactions.
Freshdesk Review
What do you like best about the product?
Search feature, traceability, easy to use, reliable, easy implementation, volumetry and reports.
What do you dislike about the product?
Inhability to search an object in attached files, restrictive for users within same organization that do not have a Fresdesk license
What problems is the product solving and how is that benefiting you?
Enabling agents to see overall workload and what's assigned to them and their teammates.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
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