Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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External reviews are not included in the AWS star rating for the product.
Simple app for a support team
What do you like best about the product?
We searched for the alternative to Desk.com when they were bought by Salesforce. As a small startup, we couldn't afford Salesforce prices, so we really appreciated reasonable pricing and a solid free version of Freshdesk. Later on, we discovered that they offer a set of tools like chat or even CRM. That's a great benefit.
What do you dislike about the product?
Most of the reporting is aimed for large support teams that need to track individual performance. We would love to have more reporting around the cases, sort by client types, countries, etc.
What problems is the product solving and how is that benefiting you?
Client support is a smooth process for us and we constantly receive praise from clients for our great support.
Most reliable customer services tool
What do you like best about the product?
The best thing about Desktop is its amazing features to organize the work. It helps me to categorize the tickets based on urgent tasks, by which it helps us to deal easily with the most important customers. Now I have got rid of complexities as it has provided us a direction of working and helped in better collaboration of team members, each individual has the idea about who is dealing with which particular customers.
What do you dislike about the product?
I have been using Freshdesk for long time but I have not faced any issue. It is going in excellenet ways. It is fully developed platform without any drawback. As compare to other help desk tools it consist of advanced kind of features and functions.
What problems is the product solving and how is that benefiting you?
Above all while handling particular segmentation, one can refer any query to other individual thus we give what our customers deserves, Moreover it has also provided an option to save the repetitive sentences, thus it saves our time and keeps us up to date through constant notification.
Recommendations to others considering the product:
If you are trying to expand your business to online stores then this is what you exactly need. However I will recommend this tool to the all organizations, because it is a beneficial tool for providing best support.
Very light application
What do you like best about the product?
The best part here is this web based application is very fast in terms of response. With a low speed internet also iam able to work on it during work from home situation. And also the navigation part is very easy in this compared to some other applications.
What do you dislike about the product?
Actually there is nothing to dislike about this software if your having a small size businesses. But it's not suitable for large size businesses as the data transfer rate is not that great.
What problems is the product solving and how is that benefiting you?
This web based application helps me in doing daily office activities like creating tickets and doing official mails.
Freshdesk offers us a good option
What do you like best about the product?
They offer a free permanent plan. As you grow, this is a great way to start and improve. It is easy to use and has a friendly user interface.
What do you dislike about the product?
It helps to further customize the theme of the portal. Allows for greater adjustment and improvement of the size of the knowledge base portal client.
What problems is the product solving and how is that benefiting you?
Our organization mainly uses Freshdesk for the knowledge base. It solves many internal problems for customers, including internal FAQs, process, customer service and technical information.
Recommendations to others considering the product:
Since its multi-level plans are designed to meet the needs of customers at all levels, it is an ideal choice for companies of all sizes (including start-ups, small and large companies).
Advance collaboration tool
What do you like best about the product?
When I launched my Omni channels, I was very worried how to manage the customer interaction and how to show my availability to my customer’s s that I can better assist them. In addition it was very difficult for me to have the detailed insight of any order. Then I came across Desktop and to my amaze it was the best remedy against my problems. Now I can easily track any particular customers and through ticketing system I can easily assist them.
What do you dislike about the product?
It is limited in its integrations only it is associated with few tools, also one of the main issue is its pricing policy that really needs an urgent attention, moreover whenever I try to upload heavy files then it causes problem of slow down or failed upload, due to which I have to upload image by image and that is really a head ache.
What problems is the product solving and how is that benefiting you?
This tool not only helped be to make strong customer relation but also my team feels more convenient to handle great workload. I am happy and satisfied customer of Freshdesk, which is very easy to installed and configure. It really works with consistency and no problem of lagging and delay in start occurs ever.
Recommendations to others considering the product:
It is so far the best tool for handling your customer’s queries and to deliver them real time experience. This tool is very helpful for managing your online businesses.
Freshdesk a reliable webapp and android app for businesses
What do you like best about the product?
100% uptime. Keeping the track of user email queries and i termal communication based on many filters. And many customisable options.
What do you dislike about the product?
Application load time. And font types and.. segrigation of emails based on levels of login.
What problems is the product solving and how is that benefiting you?
Its a great solution for keeping a track of the customer resoved/unresolved tickets, internally can assign the tickets to the available desired agent on floor. Based on the kind of issue can be segregated to the desired team.
Recommendations to others considering the product:
Its really good software if you are concerned about the customer queries and issues
Freshdesk: Easy to use cloud-based support solution
What do you like best about the product?
As a web-based program, there are actually not too many cases (in fact, very few) that cause the program to crash or block. Generally, it works well every day. One thing it does well is that it is easy to use and not too complicated. Most IT staff will be able to navigate through the program without consulting the documentation on how to use it. The overall design of the program is very good, with easy-to-use filters and allows IT users to display the specific design requested by all pages. They can choose between table view and card view, each with its advantages.
What do you dislike about the product?
It would be great if it were possible to remove the response to the email address (if necessary) when replying to someone in the note. Sometimes, you may want to send your reply to someone else (instead of the person listed in "To:"), but there is currently no way to delete this method. Integration between Freshdesk and Outlook may be an improvement. One of the best features is the direct drag and drop functionality between Outlook attachments and notes in Freshdesk. Currently, this feature does not exist. Another improvement could be the ability to change the default function without having to create a new function and then assign permissions. Especially if you want to change one or two things in the default role, you can do so in the default role to save time.
What problems is the product solving and how is that benefiting you?
It is only used at the department level, not throughout the organization. It is mainly used as a technical support system to follow up on user requests. We have not really used some other features of the system, such as knowledge bases or forums. It solves a business problem of having a good tracking system to track all user requests and being able to easily assign requests to technicians or other teams in the organization. Here, you can not only track the requests, but you can also add notes to each request and track them.
Recommendations to others considering the product:
It is ideal for organizations seeking easy-to-use support solutions that are not too complex and difficult to configure / manage. Since it is a web-based cloud solution, it also has the advantage of being managed by the provider, so there is no need for a system administrator to run the program on the server and manage it.
Handy tool for small or medium business
What do you like best about the product?
This is one of the best authentic customer service software in my opinion. It also include a free trial. Whatever, this platform has a easy setup and a strong data base. One can easily switch from ones previous service to this platform. It is easy to integrate it with any network system to reach your customers easily. There is a nice real time response service. It covers every possible option in customer satisfaction. It can be run easily in ios or Android. Again it is comparatively cheap amd handy.🙂
What do you dislike about the product?
I think their spam filter needs further improvement. There is several problems regarding spam mails. Inspite of that i like their services.
What problems is the product solving and how is that benefiting you?
This is the best cheap and good option that i found for small or medium business. I recruited 2 agent and handling their activities was so easy. I focused on social media services and found it satisfactory.
Recommendations to others considering the product:
Recommended for small business
Robust & scalable support ticketing
What do you like best about the product?
Robust
Configurable workflows
Easy interface
Configurable workflows
Easy interface
What do you dislike about the product?
Not mobile friendly
Tracking cannot be customized for client applications
Tracking cannot be customized for client applications
What problems is the product solving and how is that benefiting you?
Centralizing all support tickets
Allocation of tickets
SLA management
Allocation of tickets
SLA management
Recommendations to others considering the product:
Slow support team & less hand holding to set-up but great product over-all
It is a very good supporting software. Very user friendly.
What do you like best about the product?
I like how we can filter based on queries we want to see
What do you dislike about the product?
The software doesn't show if any other agent has opened the query or typing. This would have simplified our lives and work
What problems is the product solving and how is that benefiting you?
There is an issue that we sometimes send multiple replies by different executives to one ticket
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