We are using the free version. We are using it for the ticketing system, which helps us give support to our customers. We have almost 200 people using Freshdesk during our working hours.
Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Unveiling Excellence: A Review of Freshworks Solutions
What do you like best about the product?
Unified Platform: Freshworks offers a suite of customer engagement tools, including customer support, marketing, sales, and more, all integrated into a single platform. This unified approach streamlines workflows and eliminates the need for multiple disjointed tools.
Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions.
Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem.
Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions.
Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem.
What do you dislike about the product?
No Cloud Hosting in Middle East
Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues.
Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings.
Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues.
Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings.
What problems is the product solving and how is that benefiting you?
Disjointed Communication: Freshworks' suite of customer engagement tools consolidates communication channels, preventing fragmented interactions and helping businesses manage customer inquiries seamlessly.
Inefficient Support: Freshworks' customer support software streamlines and automates support processes, reducing manual tasks and ensuring timely responses to customer queries.
Sales Pipeline Management: Freshworks' CRM tools help businesses track leads, manage sales activities, and forecast revenue, leading to more organized and efficient sales processes.
Inefficient Support: Freshworks' customer support software streamlines and automates support processes, reducing manual tasks and ensuring timely responses to customer queries.
Sales Pipeline Management: Freshworks' CRM tools help businesses track leads, manage sales activities, and forecast revenue, leading to more organized and efficient sales processes.
Review and feedback for the Freshdesk
What do you like best about the product?
Freshdesk is an amzing helpdesk software tool that can help to organize and resolve various types of the queries of the customer/user by ticketing system. It is an easy to use and efficient software that helps to resolve/categorize various types of queries.We can create multiple types of tags and filters here to categorize the queries of the customer/user. We can apply various types of filters that helps us to use it effectively.
What do you dislike about the product?
There is nothing to dislike in freshdesk.This is an amazing software tool that plays a significant role in an organization to handle customers queries/complaints.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to resolve various types of the queries/complaints of the customer. It is a great and highly efficient tool that helps our organization to accept the user complaint feedback and resolve it via email and the chat process system. We can generate reports category-wise, issue-wise, or customer-type-wise, and in many other ways as well.
The support system of my company is totally dependent on Freshdesk, and it is very helpful to receive and resolve customers's queries and issues. We can categorize the queries in the form of the tickets with the help of the manual tags that can be created by us. We can resolve customers complaints in an effective and organized way. There is much more to describe about its features.
The support system of my company is totally dependent on Freshdesk, and it is very helpful to receive and resolve customers's queries and issues. We can categorize the queries in the form of the tickets with the help of the manual tags that can be created by us. We can resolve customers complaints in an effective and organized way. There is much more to describe about its features.
Excellent Software for Customer Service
What do you like best about the product?
The ease of it while using. Different customizations are available which we can select as per our choice. Ease of adding and removing groups, contact taggers, etc. Calling feature in bulit which is one of the best part.
What do you dislike about the product?
Basically, there are no dislikes or any negative impacts. It functions properly and you customize as per your choice
What problems is the product solving and how is that benefiting you?
Freshdesk is providing an opportunity to serve customers in better way and upgraded technology.
Best Support ever!
What do you like best about the product?
It was my first time using this platform and I am constantly needing support on how to navigate the tool and I am very happy and pleased with the customer service they have provided me so far! All of them are so helpful starting from Jagadeeshwaran, Jeromia, Sandhiya, Deep, Manoj, Dharanidharan, Sushil and Jim! Exceptional service!!
I have provided names because I know how important providing commendation and please know that I am grateful for your support and patience.
I have provided names because I know how important providing commendation and please know that I am grateful for your support and patience.
What do you dislike about the product?
None so far. The tool is user-friendly and besides, you have the customer support to assist you. Superb!
What problems is the product solving and how is that benefiting you?
I am having issues issues in creating automation but as soon as I was able to create them with CS help, everything goes smoothly and it is like a walk in the park.
Easy to use, good price,
What do you like best about the product?
How easy it is to use. Much like an email client, and the admin portal is simple and clean. Most setups can be done in-house by our team, and the configurations are pretty straightforward. The support team is also quite responsive and helpful.
What do you dislike about the product?
Some basic needs or simple things are just not an option. I leave various suggestions and ideas, but they do not get picked up or implemented. When on the Community page, I see this seems like a common occurrence. I wish they took user feedback more seriously, and implemented more of the simple ideas and suggestions.
What problems is the product solving and how is that benefiting you?
Freshdesk turned our helpdesk email into an interface our whole team can easily use, categorize tickets, and report on. Since the start of using Freshdesk, we have acquired more products/companies with additional emails. Now we can see all of these products in one place and integrates several emails while allowing us to separate out each of them as needed. We also use the knowledge base and helpdesk webpages for each product.
Very easy to use.
What do you like best about the product?
All tickets managed properly. Easy to search.
What do you dislike about the product?
Well, till now i have not found anything which i can i dont like it.
What problems is the product solving and how is that benefiting you?
It is very benecicial for me. Freddy is helping me a lot with my professional emails.
Excellent experience for beginners
What do you like best about the product?
The tool is easy to configure and the application proved to be very simple to use.
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
What do you dislike about the product?
There are many versions of the tool for each type of product and it is difficult to know which version of the product we are and what we are missing in other versions.
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
What problems is the product solving and how is that benefiting you?
The company I work for didn't have a customer service area set up for scaling and that's why freshworks served us well. It also resolved our customer management for the commercial team, who can now see our customer base in the palm of their hand.
Exceptional Customer Support Management
What do you like best about the product?
Intuitive and user-friendly interface
Powerful ticketing system with automation
Multi-channel support for seamless customer interactions
Robust knowledge base creation and management
Customization options for branding consistency
Comprehensive reporting and analytics
Scalable to accommodate growing support needs
Extensive integration possibilities
Powerful ticketing system with automation
Multi-channel support for seamless customer interactions
Robust knowledge base creation and management
Customization options for branding consistency
Comprehensive reporting and analytics
Scalable to accommodate growing support needs
Extensive integration possibilities
What do you dislike about the product?
Pricing Structure, Limited Advanced Reporting, Lack of Some Advanced Features, Limited Native Integrations, Customer Support Responsiveness, Limited Native Integrations
What problems is the product solving and how is that benefiting you?
Freshdesk solves challenges associated with efficient ticket management, automation, consistent multi-channel support, knowledge base creation, customization, data analysis, scalability, and integration. By addressing these problems, Freshdesk empowers businesses to provide exceptional customer support, enhance customer satisfaction, and streamline support operations.
Has a smooth ticketing system, which helps us give out customers support
What is our primary use case?
How has it helped my organization?
Whenever our customers are in any need of support, they present their request via email or sign in to the Freshdesk portal and raise a ticket. Once a ticket is raised, it is automatically assigned to our team member, who sorts it out with the relevant solutions.
What is most valuable?
The ticketing system is smooth, but since we use a free version, we do not have many facilities available. Facilities like CAN messages, FAQ facility, and Auto Resigning are really helpful.
What needs improvement?
Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us. So we have to adapt and manage our day-to-day work with it.
For how long have I used the solution?
We have been using the solution for the past two years.
What do I think about the stability of the solution?
It is very stable and I would rate it a ten out of ten.
What do I think about the scalability of the solution?
I can rate the scalability a seven out of ten because it is a free version. Had it been a paid version with more features, I would rate it more.
How are customer service and support?
For maintenance and support, we have a dedicated team. In case we require support, it is assigned to someone who is relevant to the situation based on the software. It is automated and one person can manage it. In case of any issues, one person can easily troubleshoot them.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup is straightforward. I would rate the setup an eight out of ten. We deployed it on the cloud and on SaaS software. The deployment process took almost one day.
During the deployment, we had to create our company ID, categories and users, and assign auto resigning and CAN messages. We also included FAQs which are another essential feature.
What about the implementation team?
We performed an in-house deployment and it only required one person.
Which other solutions did I evaluate?
We used other open source software which was free. We switched to Freshdesk because it was easy to use, and we didn't have any technical knowledge.
What other advice do I have?
It is a stable service. If you are willing to pay, you can get more features. I would rate it a nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
Best for Starters!
What do you like best about the product?
It is easy to navigate and have a a of useful tools. I like the fact that they have the emails, chat and calls all in one place! Compared to other CRMs, FD is easy to set up and not complicated. User-friendly!
What do you dislike about the product?
A lot of glitches as time goes by, there are times where we can't find older emails not even in the archive for some reasons. We raised a concern to support. Although they are responsive, they still hasn't fixed the issue.
What problems is the product solving and how is that benefiting you?
There are a few actually;
1. Canned responses has glitch. Everytime I make a new one, I have to double check again if everything is saved because they always cut halfway. I don't know why.
2. Missing emails, some thread history doesn't show and they just have RE: in the beginning of the subject
3. Filters. Sometimes it doesn't work well and even though I filter "All tickets" and sort them correctly, there are some tickets that don't show
1. Canned responses has glitch. Everytime I make a new one, I have to double check again if everything is saved because they always cut halfway. I don't know why.
2. Missing emails, some thread history doesn't show and they just have RE: in the beginning of the subject
3. Filters. Sometimes it doesn't work well and even though I filter "All tickets" and sort them correctly, there are some tickets that don't show
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