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.
Amazing HelpDesk Software thats Actually easy to Use!!
What do you like best about the product?
The most helpful aspect of Freshdesk is the GUI. It has the most user friendly interface allowing for a quick training process and ongoing consistent support there after.
What do you dislike about the product?
As of current my team has yet to come across any downsides with Freskdesk. Their Support team has been able to quickly resolve any issues we may have experienced.
What problems is the product solving and how is that benefiting you?
My team uses Freshdesk as a ticket support solution for property managed sites across the nation. It has been a great resource to quickly and efficiently gather all concerns for quick solution.
Recommendations to others considering the product:
I would absolutely recommend this software, in the least give the Trial a try. It is incredibly user friendly and the functionality more than accommodates our company needs.
Freshdesk Easy to Use
What do you like best about the product?
Freshdesk is simple and easy to use and can be rolled out very quickly and effectively.
What do you dislike about the product?
Not able back date tickets. You have to put in tickets on the exact day they happened. Can not go in and back date
What problems is the product solving and how is that benefiting you?
Helps our 1 man IT team manage a variety of tech support issues effectively and in an organized manner.
Recommendations to others considering the product:
Make sure you know how many agents you want so you can get the most accurate pricing available.
Best customer oriented cloud based helpdesk
What do you like best about the product?
Freshdesk is best cloud based helpdesk that aides in building customer feedback which are managed in form of tickets / calls thus helping us to know our customer better.
It integrates with emails, outlook , calender and user interface is very good and simple to understand, it adds on ability for customers to marks their tickets as completed .
Customer can directly chat with support staff and acknowledge their issues are handled at priority.
It integrates with emails, outlook , calender and user interface is very good and simple to understand, it adds on ability for customers to marks their tickets as completed .
Customer can directly chat with support staff and acknowledge their issues are handled at priority.
What do you dislike about the product?
Nothing in common but notification process needs to be improved and for advance fearures price is not on higher side , we are at blossom level earlier.
What problems is the product solving and how is that benefiting you?
Through freshdesk we have categorised issues / tickets /customer issues as internal variance , customer variance , production issue and change orders which helps us to prioritise our work and provide better work to customer and getting their feedback via providing live updates
Recommendations to others considering the product:
In order to manage customer and their issues simply freshdesk is best .
Freshdesk is okay.
What do you like best about the product?
The views are very clean. You don’t have to worry about finding stuff because the page view looks clean and neat.
What do you dislike about the product?
Inefficient. Freshdesk splits tickets all the time. Sometimes the system will hoard tickets and then we get them all at once about a day late too.
What problems is the product solving and how is that benefiting you?
The ability to pull report for customer service inquiries.
Recommendations to others considering the product:
Use it they’re honestly working on it.
Better than Zendesk
What do you like best about the product?
Without being overwhelming, Freshdesk is very customizable. It doesn’t look like a product that’s been used by call centers or developed by engineers in the late 90s. It does look fresh, it has the features we need, and they’re very active about implementing helpful updates.
What do you dislike about the product?
You must get a third party developer if you want your help center (customer facing KB) to look good. Their built-in configurator is very limited - CSS knowledge required.
What problems is the product solving and how is that benefiting you?
Freshdesk always allows us to export raw data and involve our analytics team to make discoveries about our customers and their journey.
Freshdesk has allowed us to serve a very high volume of customers with a very small staff due to its focus on operational efficiencies.
Freshdesk has allowed us to serve a very high volume of customers with a very small staff due to its focus on operational efficiencies.
Recommendations to others considering the product:
Consider the ease of integrations with other software, the slight lack of build-your-own reporting tools, and cost.
Simplifies customer service management
What do you like best about the product?
Freshdesk is a tool that allows us to efficiently manage customer service. It allows you to register and prioritize incoming queries from various channels -phone, chat or mail- and automates the assignment of tickets to agents.
The user interface is attractive and intuitive.
Customization features allow us to tailor the system Freshdesk the workflow.
Reports collect data that help us determine problems and information regarding the flow of tickets in periods.
The user interface is attractive and intuitive.
Customization features allow us to tailor the system Freshdesk the workflow.
Reports collect data that help us determine problems and information regarding the flow of tickets in periods.
What do you dislike about the product?
Nothing disgusts me about this software. Currently the software allows us to optimize the management of problems and to distribute the workload of agents.
What problems is the product solving and how is that benefiting you?
It is essential to keep organized workflow of customer service area. The collected information is useful to evaluate the performance of our support team. It helps us respond more quickly to user problems and complaints. It is very efficient.
Recommendations to others considering the product:
It is a great option to respond faster to the queries of your customers.
Freshdesk offers highly intuitive features that support each other very well.
What do you like best about the product?
The fully customizable control panel allows team members to instantly identify any urgent task and get to work immediately. The tool is quite easy to navigate and handle once you use it. With the amount of detail in all the features and the level of automation available, it will take some time before you can start making the most of the product.
What do you dislike about the product?
A steep learning curve. It is costly if you want to maximize the value you get from the tool.
What problems is the product solving and how is that benefiting you?
The options for automating routine tasks and workflow, the ability to manage all tasks from a single hub, and contacting clients through any channel using the same tool make the entire process extremely convenient, efficient, and productive.
Recommendations to others considering the product:
If you plan to use Freshdesk solely for task management purposes without involving customer support at any time, you should consider an alternative tool. It simply isn't worth the cost without the customer service aspect.
Perfect Incident Management Tool !!!
What do you like best about the product?
Fresh desk has made it easier to create, track and comment on the tickets in our company. The recent addition of dashboards to the UI is a bonus. Fresh Desk is fast and the interface is very user friendly, even a non technical person can use it with ease. The chat feature is also awesome.
What do you dislike about the product?
Reporting and dashboards can be better as they are hard to understand at the moment.
What problems is the product solving and how is that benefiting you?
Everyone has access to the tickets history and the management is finding it easy to go back and see how we resolved previous issues. Earlier we used to go to the person to get our issues resolved, Fresh desk made us to be a professional
Recommendations to others considering the product:
very good tool and low price
A professional solution for technical support
What do you like best about the product?
I think that Freshdesk is one of the most complete options as a technical support system and user attention thanks to its dashboard that contains one of options far superior to those of other similar applications, Freshdesk is an interesting alternative that allows you to customize a large part of the application in an intuitive way through their menus. Although not everything can be customized from the dashboard we can also use external plugins that can be installed in the application and that allow adding new features.
As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.
As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.
What do you dislike about the product?
Technically I think it's a great application and I have not seen anything negative about its operation but something I did not like the first time I used Freshdesk was that some of the most interesting features can not be tested in the trial version, so thet people who try for the first time Freshdesk are forced to pay the subscription to be able to test the product completely.
What problems is the product solving and how is that benefiting you?
At work I am a Freshdesk administrator of one of the departments so I have full access to the dashboard, my work allows me to organize all the users of my level through Freshdesk so that we can organize ourselves to offer a more effective and fast support to users, thanks to this tool we can do all these tasks almost automatically.
Recommendations to others considering the product:
Use Freshdesk always in its latest version for optimal performance and I also recommend that you have at least the license "Blossom" since the free is very limited and only serves for testing. I also recommend Freshdesk for businesses with a high volume of users since in my opinion Freshdesk is oriented to this type of big business, although this does not mean that you can not use it in a smaller business.
Attention to the user easily!
What do you like best about the product?
I like very much how they guide you through the whole configuration process and the interface is very intuitive for the users, they only have to do a few clicks to request technical support.
What do you dislike about the product?
I would like to see some additional rules regarding security, such as a rule in the incoming user email to avoid reaching Freshdesk a user that we do not have in our contacts.
What problems is the product solving and how is that benefiting you?
We rely on Freshdesk to provide help to the users of the company. It is a single point of contact for all technical problems, problems, questions or requests. Currently it is only used in the IT department. The main objective of using Freshdesk is to address information technology problems as they arise. Secondary to that is the knowledge base.
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