Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Serving our communities better with Fresh Desk
What do you like best about the product?
Fresh Desk provides an easy and customizable platform to receive and respond to customer inquiries. The team is quick to respond and willing to help when automations, functions, or features need to be adjusted.
What do you dislike about the product?
Some features cannot be edited or changed to our preferences.
What problems is the product solving and how is that benefiting you?
The problem we are solving is our communities often are unsure of how to reach out to receive assistance. By having an easy email address/portal to subject inquiries to, we provide a more streamlined way for them to receive what they need. Additionally, it helps our team cut through the email inbox noise to provide better service.
New Features & Good Customer Support
What do you like best about the product?
Omnichannel makes our workflow great! We can distribute the tickets very fast and fairly. Canned response and solutions search bar increase productivity. The ticket templates are very easy to create.
What do you dislike about the product?
Freddy AI chatbot is difficult to understand. Creating a ticket after a custom flow needs API and if you are not an IT member you can face some difficulties to change settings.
What problems is the product solving and how is that benefiting you?
We have control all over the tickets in terms of distribution, sharing, collaboration, response time, topics, tags, etc. Monitoring the agents is very easy. Reports and insights give us feedback in detail.
Recommendations to others considering the product:
I recommend Freshdesk strongly. However, if you think to use chat, call and desk together you should better use the omnichannel plan.
Product does not seem to be working with Microsoft Accounts
What do you like best about the product?
Freshdesk creates tickets using Email ID, not the sender and subject line, which helps when you get thousands of tickets a day.
What do you dislike about the product?
Only thing i dislike is that the AI add on is extreamly expensive for what it is. I hope they get the price lower.
What problems is the product solving and how is that benefiting you?
We are getting different teams to work and communicate together without sending a single email. We use to send thousands of emails internally to each other, and now we do not. We share tickets internally.
Excellent Support Software for Growing Businesses
What do you like best about the product?
Freshdesk is an awesome support platform that will help you scale your business as you grow. Their subscription prices are affordable and scalable, with a very intuitive user interface. This program will work for you no matter what you need to help support your customers for your business. Their free plan has everything you could want in a support platform, and their expanded plans offer additional tools at just the right price point. The program is easy to use and maintain and allows for multiple groups/teams to work together in tandem to resolve your customer's issues faster.
What do you dislike about the product?
There are a few parts of their system that can be a little difficult to understand when setting up, but their support is amazing and they can help even the most technologically challenged person quickly and easily set up their platform.
What problems is the product solving and how is that benefiting you?
We had trouble sorting and responding to tickets with our previous platform. With Freshdesk it is easy to note and keep track of different user's account issues.
Recommendations to others considering the product:
Freshdesk can be intimidating because of all of the tools and services, but they start with very intuitive defaults. Setting up and administrating the account is very easy and does not take any time at all!
Excellent software and support
What do you like best about the product?
Freshdesk is an excellent helpdesk application. The biggest positive of using this application is the Freshdesk support and customer management teams. They regularly follow up to check in - they also provide annual operational reviews where they look at the metrics and make suggestions on how to enhance our usage of their product. There are regular releases that fix bugs and add extra features. I like the fact that they provide a feedback mechanism on their "release notes". There is a lot of flexibility with automation.
What do you dislike about the product?
Their new reports product has been in beta for over a year with no movement. They have the right idea on how to proceed; however, the interface needs significant work. I would like to have the ability to extend the usage of the product by creating new database tables and screens. Something similar to salesforce. I also don't want to pay extra for this or be limited by having them do the development work. Some reported feature requests have been open with no action for years - i.e. being able to reassign ticket source. You can see these on the community board. It would be good to get these customer requests handled and then start building out their product to eliminate the need to bolt on other products - i.e. being able to add on database tables and screens. More automation options would be good. Adding NPS as a built-in survey tool would be an excellent feature. Getting rid of their ticket archiving system is critical. I'm not too fond of the fact that after several months my tickets get archived and become harder to find and analyze - this is a big issue that I wish they would fix.
What problems is the product solving and how is that benefiting you?
The widgets and the ability to integrate them into our other products to collect tickets are great features that give us a leg up on the competition. Their API is really good and has allowed us to built integrations with other products. They need a reporting API that doesn't have a rate limit.
A complete helpdesk system to provide customer support.
What do you like best about the product?
The platform mainly is straightforward to understand. Offers many of the essential tools for a helpdesk, such as a ticket system, satisfaction surveys, customer portal with KB and take automation.
Freshdesk was the first ticket system I had to use when building up our support department, so the usage of the system grew as the department was growing.
I do see that the system has many features, that we are not yet using. Fortulately they had recently given us a customer growth point of contact to better walk us through the system.
Freshdesk was the first ticket system I had to use when building up our support department, so the usage of the system grew as the department was growing.
I do see that the system has many features, that we are not yet using. Fortulately they had recently given us a customer growth point of contact to better walk us through the system.
What do you dislike about the product?
We're mainly running into problems, where the existing system is hard to fit into some of our team's workflow.
Most of the solutions, we came us with are based on either using automation or API usage, which the system thankfully allows doing.
Most of the solutions, we came us with are based on either using automation or API usage, which the system thankfully allows doing.
What problems is the product solving and how is that benefiting you?
We're running a small tech support department. Freshdesk was chosen as our ticket system,
adding to the existing Skype channel, that the company had started with. The system had helped us to organise client's incoming queries and build a better internal processes.
adding to the existing Skype channel, that the company had started with. The system had helped us to organise client's incoming queries and build a better internal processes.
Support ticket system that easy to use
What do you like best about the product?
I like the user interface that gave me so much flexibility to move over one thing to another thing
What do you dislike about the product?
To be honest, sometimes I can not log in to the Freshdesk system itself. It seems they had 2 layers of login or something.
What problems is the product solving and how is that benefiting you?
I'm focusing on WordPress plugin support. So everyday I tackled ticket related to WordPress itself
Receptive, innovative and great value
What do you like best about the product?
Really do give you a lot for your money especially as compared to Zendesk and Salesforce. Included QA system, screen sharing and control in Live Chat and some very interesting uses of A.I. all included in the forest omnichannel plan. Always launching new features, some that could be standalone products, as cost free upgrades.
What do you dislike about the product?
Missing some core basics like select and edit app in ticket search.
What problems is the product solving and how is that benefiting you?
Everything and usually with webhook enabled automations. System is like clay. Easy to mould.
Freshdesk for 3 years
What do you like best about the product?
Simple, intuitive operation even for new employees
What do you dislike about the product?
Partially outdated documentation, screenshots not current
What problems is the product solving and how is that benefiting you?
IT support tickets, we are now much more efficient than before.
Good tool
What do you like best about the product?
How well you can organize things to your liking
What do you dislike about the product?
I'm not sure that I can think of any specific dislikes at this time
What problems is the product solving and how is that benefiting you?
Keeping support inquiries organized and making sure everyone gets a response, unlike before we used this tool
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