Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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Great for early businesses
What do you like best about the product?
Simple and intuitive. It helps businesses to kickstart their customer care activities.
What do you dislike about the product?
Limited functionalities when growing. Simple yet difficult to integrate into a tech ecosystem
What problems is the product solving and how is that benefiting you?
Customer satisfaction and sales.
At a very attractive price Freshdesk makes support easier
What do you like best about the product?
Tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, great customer service, RingCentral directory automatically syncs with the Freshdesk database and associated existing tickets on file, integration of a company wide ticketing system, Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). Can create up to 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection
What do you dislike about the product?
lack of customizations and that some features are hardcoded, day passes not included in subscription plan, Change management functionality would be a plus, wish I could customize activity reports and the agent quests and badges to be more applicable to our work,
What problems is the product solving and how is that benefiting you?
customer communications and agent accountability
Easy to use, but basic package has its limitations
What do you like best about the product?
Overall solid product. Easy to learn and use. Allows for multiple people to be work on the same queues and multiple email addresses to route to the right queues.
What do you dislike about the product?
Trying to track threads for a ticket can get confusing. Sometimes hard to follow.
What problems is the product solving and how is that benefiting you?
Allows us some good reporting. It allows us to refer our customers to one place to get help.
Reliable Support Ticketing Sytem
What do you like best about the product?
I like the way how convenient it to use.
What do you dislike about the product?
None, so far. As I have mentioned, it works well on our end.
What problems is the product solving and how is that benefiting you?
As a customer support representative, Freshdesk help us a lot in communicating and benefit us to achieve faster communication with our customers.
Recommendations to others considering the product:
Freshdesk is the number one most reliable form for a complete solution in the companies to support their customers. It has powerful and usable features.
Customer support made easy
What do you like best about the product?
I like loads of features and integration given by freshdesk, the ability to integrate using external APIs, using this to integrate with your mailing server and send support emails. Can track status of tickets and set the priority. Create your own knowledge base and did I tell you it is all for free?
What do you dislike about the product?
The UI is a bit old, although they are working on it I guess because recently they moved everything to freshworks
What problems is the product solving and how is that benefiting you?
I use freshdesk to track the whole support system for my client, they have their own account to directly get in touch with us if having some trouble
All the features for a cheaper price
What do you like best about the product?
Feature parity with the other desk software vendor, but at a lower price point.
What do you dislike about the product?
Can't view tickets in a table view, can't intelligenly automerge tickets created from emails when email subject line is updated slightly with re: or fwd:.
What problems is the product solving and how is that benefiting you?
Tracking support issues and having a saved history.
Freshdesk has made my work experience better
What do you like best about the product?
The ease of access to the tickets and the appealing interface.
What do you dislike about the product?
The opening of the contact info page to access the email ID.
What problems is the product solving and how is that benefiting you?
Attending to the tickets has become easier compared to our previous experience with hubspot.
Recommendations to others considering the product:
Don't think about it. Go ahead.
It is one of the best software I have worked with
What do you like best about the product?
I love the way you are able to pick the calls, the way it keeps the calls record and very easy to find and manipulate.
What do you dislike about the product?
What I do not like about Fresh Desk is that it just pick phone calls. It doesn't allow you to take SMS. This is the reason why I believe the company I work with change.
What problems is the product solving and how is that benefiting you?
Since it is easy to worked with and manipulate, you'll be able to call or find that call even if it was over 6 months ago.
Recommendations to others considering the product:
Yes, I'll recommend this software.
Freshdesk review
What do you like best about the product?
The ease of assigning groups and categories. The old interface (not the mint), and the reports area.
What do you dislike about the product?
When you internally forward an email from a client, the client receives those types of responses if the recipient is not registered. I miss having a policy control center.
What problems is the product solving and how is that benefiting you?
IT and customer support.
Good stuff
What do you like best about the product?
They offer a free option with unlimited users for you. Great for startups that don't need all of the additional features and tools. It also has a bunch of add-ons, plug ins and integrations that are really helpful if you are using a bunch of other tools. We are not, so we don't necessarily need them all (but great to have, as the business continues to grow)
What do you dislike about the product?
The one problem that I have with Freshdesk so far is their word processor (for us in the knowledge base/wiki). It is terrible. When you are writing articles it frequently will break, in that it won't change font sizes like you told it to, or the bullets will just randomly start not working correctly. It often makes it very frustrating to write new articles because I know in order to match my style and structure of previous articles I am going to have to take twice the amount of time needed to get the stupid bullets to work. If freshdesk fixed that, then I would give it 5 stars across the board. It may also work better on the paid accounts vs the free version. Regardless, (at least for the free version) the word processing functionality of the knowledge base is bad.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as our complete support system. From a user guide/wiki to the entire ticketing process it allows us to centralize our support
Recommendations to others considering the product:
Definitelly worth trying the free version, especially if you are unsure of whether or not you need the product
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