Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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External reviews are not included in the AWS star rating for the product.
Middle of the road software
What do you like best about the product?
I like that you can categorize tickets, and keep a list of contacts and companies. I also like that you can assign different roles to employees.
What do you dislike about the product?
Whenever they update the app, something goes wrong. I also find there's bugs with notes, notifications, and making rules.
What problems is the product solving and how is that benefiting you?
We can easily categorize and solve tickets, and leave notes about them for each other. I love being able to contact the customer from their ticket, and keep everyone updated!
Recommendations to others considering the product:
I feel like this is a good middle ground software. If you are looking for a "do it all" and do it seamlessly product, this isn't it. However, you won't be paying that price either! Good middle ground!
Freshdesk - Great ticketing tool
What do you like best about the product?
The SLA policies which we can configure and the support channels they provide like fresh chat, live chat, bots, link to social channels like face book etc., are really awesome.
What do you dislike about the product?
The support team can address the issues somehow better and give a quick turnaround for any queries from their customers.
What problems is the product solving and how is that benefiting you?
Mainly in addressing issue tickets, we can track whether it is breached the SLA set per the Priority of the tickets and once it is breached we Admin and the Senior teams are getting notified.
Recommendations to others considering the product:
We can go with this tools for better issue tracking.
New to FreshDesk
What do you like best about the product?
Ability to assign requests to any member on my team. Ability to organize requests and email directly from the platform
What do you dislike about the product?
I haven't been using Freshdesk long and there currently there are not any functions that I dislike.
What problems is the product solving and how is that benefiting you?
Our teams support the back office and we would receive various requests via email, phone, instant messenger and face-to-face. This allows us to organize requests in one central loction.
Freshdesk makes integration with social networks much easier
What do you like best about the product?
There is a lot of ease in tracking contacts and their life cycle. In addition, you can track the profits and contracts of the business. We really liked the quality of the call recording, since it is very high. The audio is incredible, and has an acceptable volume tone. It has a fairly stable street management tool. Few software contract negotiations have been as comfortable for us as Freshdesk has been. Your contract is very flexible. The deployment granted by this service has seemed very good. Freshdesk works properly on all types of equipment, regardless of its range.
What do you dislike about the product?
It should be noted that Freshdesk has little capacity to lift work records. You can not manage tasks in an organized way as in other help desk softwares, and the way in which work surveys are carried out is quite slow. Its real-time monitoring system does not allow us to completely review the work of our employees.
What problems is the product solving and how is that benefiting you?
This is an excellent help desk platform, which contains a good phone key imput system. His guided problems solving always solves the problems and doubts that the user has. The platform also offers import system for databases, and allows to categorize contacts.
Recommendations to others considering the product:
Freshdesk is ideal for integrating to social networks and offering solutions through them. Your categorization of contacts is very practical, and you can perform onboarding perfectly. It is ideal for tracking the life cycle of each client, and for routing calls. It is highly recommended for small businesses that wish to optimize their support ticket management. Freshdesk has given us one of the best services with which we have worked as a technical support department. They are excellent. Freshdesk luckily includes a variety of fairly large online documents, in order to greatly extend end-user learning. We recommend this.
Freshdesk presents stable solutions for handling Help support
What do you like best about the product?
First of all, we like the report editor of statistics integrated into the Freshdesk platform. We really like your CRM integration, since it has a powerful multichannel communication system (with chat included). Its instant messaging service is quite stable, and provides many tools for real-time monitoring of responses to support tickets.
What do you dislike about the product?
We do not like your open API tool, as it is very slow. It does not have a panel of activities organized enough to display contacts and properties on a single screen. Contact history takes time to load, and automated notifications have few customization options. We do not like that your customer service depends so much on the open forum with the peer community. Its integration with Jira has performance errors. We do not like to send emails to customers notifying that tickets are closed.
What problems is the product solving and how is that benefiting you?
The deployment of this platform in the cloud has been very helpful for us. Freshdesk has represented an enormous advantage to be able to run on all kinds of equipment. It has been helpful for us to bring historical sales and indexation of support tickets.
Recommendations to others considering the product:
We highly recommend Freshdesk for the realization of onboarding, and to easily review the life cycles of each client. This software has fascinated us from the beginning for its handling of tasks and incidents. It is excellent to review engagement with clients.
Freshdesk, efficient technical support
What do you like best about the product?
I think the best thing about Freshdesk is the product in general because all its tools make the application a perfect system to offer technical support to any type of business, from small businesses to high level companies with thousands of users.
Configuring FreshDesk is essential to obtain the maximum performance of the application and that our technical support team can work with our clients in the most efficient and fast way giving solutions to the problems that appear. The configuration is done through the dashboard of the application and although it contains a lot of options, the most basic configuration to make the application work is very fast and easy to do.
One of the things that I like most about this technical support platform is that it allows us to organize the technical support personnel by separating them by departments (sales, payment management, general doubts ...) so that the management of tickets and chats of support is more effective.
Configuring FreshDesk is essential to obtain the maximum performance of the application and that our technical support team can work with our clients in the most efficient and fast way giving solutions to the problems that appear. The configuration is done through the dashboard of the application and although it contains a lot of options, the most basic configuration to make the application work is very fast and easy to do.
One of the things that I like most about this technical support platform is that it allows us to organize the technical support personnel by separating them by departments (sales, payment management, general doubts ...) so that the management of tickets and chats of support is more effective.
What do you dislike about the product?
There is not something I do not like about FreshDesk but it is true that the configuration of the application can take some time (I mean the complete configuration of the application) but I think it is an important step if you want your support system to work correctly.
What problems is the product solving and how is that benefiting you?
The technical support that we had at the moment was a bit chaotic because we did not use any application like FreshDesk because when we used the trial period of FreshDesk for a week we decided to buy without hesitation the complete application for our company. Since we did it, we have improved the ticket resolution speed and the wait times are much smaller.
Recommendations to others considering the product:
It is very important that when you realize the configuration of the FreshDesk support system you take into account the structure of your company and the type of support you intend to offer so that you can divide your staff in the correct way, this is very important if you are looking to create a fast and efficient support system.
Freshdesk is a great helpdesk solution
What do you like best about the product?
We can handle multiple tickets without confusion, thanks to the SLA management of Freshdesk. The platform allows to speed up the execution of tasks, categorize tickets and communicate efficiently with customers. The statistics tool provides important information to evaluate the performance of customer support. It also provides multichannel support (email, social networks), which makes the reception of queries and the solution of problems more efficient.
What do you dislike about the product?
None, since it is the solution that our team needs.
What problems is the product solving and how is that benefiting you?
The query management is effective and fast. It allows us to order and prioritize activities related to customer service.
Recommendations to others considering the product:
It is great to increase productivity and accelerate problem solving.
Freshdesk, an improved platform to offer technical support
What do you like best about the product?
In my opinion, Freshdesk is a technical support platform that is characterized by offering a very good overall experience for both the user and the people working on the platform. As a normal user is greatly appreciated the facilities that the application offers to solve problems through tickets or help FAQs, also your livechat is a very useful tool that works very well to solve problems quickly and efficiently without starting tickets
Another aspect of the application that stands out is the possibility of integrating applications through the API tools. This makes the platform one of the most versatile in this regard. But what I like most about the application is the possibility of configuring automatic responses from the Livechat, this is very useful to help our clients when our support service is saturated or not available because it is too late.
Another aspect of the application that stands out is the possibility of integrating applications through the API tools. This makes the platform one of the most versatile in this regard. But what I like most about the application is the possibility of configuring automatic responses from the Livechat, this is very useful to help our clients when our support service is saturated or not available because it is too late.
What do you dislike about the product?
What I liked the least about the application are the reports offered by the application and its statistics, personally I think there is a lack of additional information but nothing else, otherwise the application is very useful and works very well.
What problems is the product solving and how is that benefiting you?
We had many problems to manage our customers in an orderly manner so we decided to try FreshDesk in its trial version and we were convinced, since then everything has improved a lot in this aspect since we can do all the technical support in an organized way which it has freed us from the previous stress by having to manage everything through emails.
Recommendations to others considering the product:
Definitely recommend Freshdesk if you are looking for a good tool that allows you to offer technical support at a price but without leaving aside the most advanced tools to help your customers as support through tickets, emails, FAQs or Livechat.
Freshdesk optimizes customer service
What do you like best about the product?
Freshdesk is easy to configure and has a simple interface. It is effective to speed up the response to questions from our users. The ticket system has a variety of functions that allow us to categorize tickets according to priority, establish predefined answers to common questions and visualize agent operations. On the other hand, it provides reports that allow us to determine the response time of the tickets. It also offers a robust knowledge base. It is easy to manage.
What do you dislike about the product?
I cannot think of any failure or deficiency because it offers quality service.
What problems is the product solving and how is that benefiting you?
It facilitates the performance of our agents, improving service productivity. We offer a robust service thanks to the functions of Freshdesk. It's really useful.
Recommendations to others considering the product:
It's great for small businesses because their plans are accessible.
Freshdesk provides many useful options for Help desk
What do you like best about the product?
The best thing about Freshdesk is its excellent integration through the use of API tools. In this sense, the platform is versatile enough to improve the management of customer assistance through emails and social networks. We like that notifications can be automated, and that the integration of CRM is so comfortable. It is very easy to communicate with our customers, due to its excellent unified communications system.
What do you dislike about the product?
Something we do not like about Freshdesk is its workflow manager. This does not allow to create reports and statistics correctly. We do not like your contact history management, since you can not monitor all the information dealing with them. We are annoyed that your survey and comment management tool does not have enough automation capacity. In addition, the Freshdesk activities panel takes time to update. Its integration with Podio is quite slow.
What problems is the product solving and how is that benefiting you?
Freshdesk has unified our communication with users a lot. Our online support service is at its best, as is our forum manager and telephone support. Its integration with Freshdesk chat has facilitated the way in which our team shares information.
Recommendations to others considering the product:
Freshdesk seems to us the perfect tool for self-employed workers, companies of different sizes, non-profit organizations, and even for public administrations. We recommend it a lot for Android devices. An excellent integration for Freshdesk is achieved with the Clarizen platform, fully recommended.
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