Freshdesk
Freshworks Inc.External reviews
3,556 reviews
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Great Experience Getting Started with Freshdesk
What do you like best about the product?
The support from the demonstration and sales teams were brilliant while getting us set up, especially compared to a particularly bad experience we had with Zendesk (which put us off at the first instance!) The demo was tailored to our particular needs and all our questions were answered quickly.
What do you dislike about the product?
We find that there are only one or two features we would want from the tier above ours, but the leap in cost is too much for a very small team of support staff.
What problems is the product solving and how is that benefiting you?
We were using Jira help desk and finding it very inefficient in many ways. Freshdesk enables us to be far more efficient, particularly in terms of SLAs, ticket meta data and integration of help documentation. Our customer self-service has been fairly nonexistent until now!
Recommendations to others considering the product:
Lower tiers are great for start up/small number of agents. I would say it is less feature-rich than Zendesk, for example, but for a smaller team/non sales-based company Freshdesk was much more user friendly for us.
Works well
What do you like best about the product?
Would recommend it to everyone I know thank you
What do you dislike about the product?
Nothing it works fine for me and my coworkers
What problems is the product solving and how is that benefiting you?
None so far
It makes customer service easier.
What do you like best about the product?
You can set it up very easy, just by a sign up it's all working and running perfectly. It has a lot of features, the way tickets are organized make it easy to find them and answer. It provides accurate information you can use. With this tool we are able to see what our clients think and what they need.
What do you dislike about the product?
Sometimes it has a little bit of delay orlag. But despite of that it works as expected.
What problems is the product solving and how is that benefiting you?
Providing customer support to our clients all over the world. Either y direct link or email, they can just get in touch with us.
Recommendations to others considering the product:
It will be perfect if your company needs a customer services solutions. For this price you won't get anything better, even if it's other product of higher price.
Great Support Platform
What do you like best about the product?
Lots of features, very good reliability. Flexible permissions
What do you dislike about the product?
The setup interface could be streamlined a bit more. But overall it is fine.
What problems is the product solving and how is that benefiting you?
Customer Support is managed through FreshDesk
Recommendations to others considering the product:
A strong alternative to Zendesk. I would look at Help Scout for an alternative type system if it would work with your business. We are very happy with FreshDesk and continue to use it.
Easy to Use
What do you like best about the product?
Freshdesk is super easy to use. Each ticket is easy to track and see who is working on it at one time.
What do you dislike about the product?
The resources and knowledge base are not super helpful.
What problems is the product solving and how is that benefiting you?
Ticketing for our Workforce Management team.
Fresdesk is a simple and robust software
What do you like best about the product?
It is convenient, Freshdesk covers almost all the functionalities expected to give a good service to the client. Its platform has a simple and clean design, the ticket system is organized and detailed, its easy customization is its greatest strength.
What do you dislike about the product?
It lacks more complex customization functions.
What problems is the product solving and how is that benefiting you?
It works well for the workflow that manages the equipment. It is a simple and flexible software, the best tool to provide an optimized customer service.
Recommendations to others considering the product:
Freshdesk is a good solution to provide the best customer support. I recommend using the paid packages, since they have more customization features.
FreshDesk
What do you like best about the product?
Agility. FreshDesk allows multiple teams easily setup with customized workflows.
Easy way to merge and split cases.
Ability to template responses
Knowledge base capability
Easy way to merge and split cases.
Ability to template responses
Knowledge base capability
What do you dislike about the product?
If an email sent to 2 teams on fresh desk, it creates only 1 case and assigns it to a random team.
Service interruption are more frequent than desired.
Service interruption are more frequent than desired.
What problems is the product solving and how is that benefiting you?
Help Desk and other support groups organize their work and tasks and channel them properly.
Review of Freshdesk
What do you like best about the product?
Ease of managing tickets and hardware. Easy to navigate and clean design.
What do you dislike about the product?
Wish there were more reporting tools. There is a fair amount of reports though, but we don't use all of them.
What problems is the product solving and how is that benefiting you?
Makes managing customers easier with ticket system. Helps us keep track of tickets more efficiently.
Great But need Improvements
What do you like best about the product?
* Free for up to three users
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
What do you dislike about the product?
* its Android app made me enter the full name "Company Name".freshdesk.com instead of "Company Name"to log in;
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
What problems is the product solving and how is that benefiting you?
we mainly used to solve all related customers tickets and inquiries
Recommendations to others considering the product:
I would mainly recommend it to everyone I know over a lot of alternatives, it is really easy to use and get the hang of it and almost always gets the job done
It is easy to use
What do you like best about the product?
It is a well-integrated, easy to configure with a clean and simple interface software. It is intuitive and understands the needs of the user.
What do you dislike about the product?
I think that Freshdesk premium packages are expensive
What problems is the product solving and how is that benefiting you?
It is an integrated software with resources that allow to perform complex tasks in a simple and functional way. Provides assistance in the organization and tracking of tickets.
Recommendations to others considering the product:
I recommend Freshdesk because it is a useful tool that facilitates communication with customers in a simple and efficient way.
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