Freshdesk
Freshworks Inc.External reviews
3,516 reviews
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New to Freshdesk and liking it!
What do you like best about the product?
Freshdesk is a ticketing system and what I like best is being able to keep track and have records/history of previous tickets.
What do you dislike about the product?
One thing I don't like about freshdesk, is that when I respond and close a ticket, it automatically gets reopened if the AM or whoever opened it originally responds back (for example, I closed it, and AM responds: thank you!, so the tkt gets reopened), which is a bit annoying
What problems is the product solving and how is that benefiting you?
We're using freshdesk as a ticketing system so we have all requests come in to this one place so we can keep track. Also, this way, if someone on the team is out sick, other team members can view his open tickets and jump in and help.
Solution for customer support.
What do you like best about the product?
It is an excellent alternative that allows dynamic customer service and automate those tasks that are repetitive, has useful options for communication with the client such as email, calls, chat, social networks. You can see that they are looking for a way to adapt to the client, which makes them different.
What do you dislike about the product?
At the beginning it is necessary to immerse yourself well in knowledge its use is not simple and intuitive as you would like.
What problems is the product solving and how is that benefiting you?
It gives me the ability to give timely responses to clients and contact me directly with them through live chat.
Cloud based option to provide customer support to your clients
What do you like best about the product?
Freshdesk provides in-built email to ticket conversion. It allows you to automate several tasks. It has multi-channel, multi-product and multi-brand support. It has a built in self-service portal.
What do you dislike about the product?
Freshdesk may sometimes send the same email twice. It does not provide built-in data import and export facility either. It does not have in-built formatting options either.
What problems is the product solving and how is that benefiting you?
Freshdesk has a free trial. It has support for different devices. It has a clean user interface. It provides emails, voice calls and chats.
Outstanding tool
What do you like best about the product?
I like the simplicity of Freshdesk, it makes it very easy to manage and configure it. Our team of agents can interact easily with the client, as it centralizes communications. Receives inquiries from different channels, mainly chat and email. The helpdesk automates tasks and makes our workflow more effective.
What do you dislike about the product?
Freshdesk is the tool we need. I have no complaints regarding its operation.
What problems is the product solving and how is that benefiting you?
It allows us to solve problems more quickly. Freshdesk allows us to automatically distribute the tickets, preventing two agents from taking the same ticket. It makes us more effective.
Recommendations to others considering the product:
Freshdesk is the right solution for companies that want to optimize customer support.
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.
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