Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Good tool for fair price
What do you like best about the product?
It was easy to migrate and make the support up and running.
Customization is straightforward and rich in features
Customization is straightforward and rich in features
What do you dislike about the product?
I cannot disable users from creating tickets by writing to the support email or replay tickets by email.
Tags are not selectable on rules
Tags are not selectable on rules
What problems is the product solving and how is that benefiting you?
Communicating with customers. Have feedback and rely the load among the Agents
Review Fresh Desk
What do you like best about the product?
Have been using since 3 years and it's working magnificently it provides solutions for customers support, Remote Desktop and call logs management. Implementing was smooth and simple.
What do you dislike about the product?
I don't see anything to dislike as this performing real well. I am happy with that
What problems is the product solving and how is that benefiting you?
It's benefiting us by providing support for Helpdesk management and live chats support to our clients and end user's. They are well suited if you are looking for Helpdesk management tool.
oevrall good with a few hiccups
What do you like best about the product?
tickets are fast, user friendly system, data extraction
What do you dislike about the product?
support speed, communication sometimes, graphics are not constant
What problems is the product solving and how is that benefiting you?
chat support, email support.
A tool to ease my organisation's efforts
What do you like best about the product?
Freshdesk has been one of the tools with a wide range of options to explore and implement to simplify day-to-day work
What do you dislike about the product?
Colour schemes and options to colour code
What problems is the product solving and how is that benefiting you?
We are using Freshdesk extensively for communicating with our customers and it is helping us build wonderful data which we need to solve multiple problems.
Amazing tool
What do you like best about the product?
The way makes everything more easy to work with your tickets and customers, the amount of time that save you is really appreciated in the busy times.
What do you dislike about the product?
That is not lots of options for fonts and ways to create the canned responses.
What problems is the product solving and how is that benefiting you?
The typical problem of customers sending lots of seperates emails, with this tool you can merge them and keep track with all much easier
Good experienc
What do you like best about the product?
It is easy to set up. I like the interface.
What do you dislike about the product?
There is no API to massivelly donwload all the articles from the solution.
What problems is the product solving and how is that benefiting you?
I can better control the multiple paralelle conversations with the same customer accross diferent teams.
Intuitive and easy to navigate
What do you like best about the product?
User-friendly interface: Freshdesk has a clean and intuitive interface that makes it easy to navigate and use, even for those who are new to help desk software.
Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.
Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.
Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.
Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports.
Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.
Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.
Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.
Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports.
What do you dislike about the product?
While Freshdesk is a reliable and efficient help desk software, there are a few downsides to consider:
Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.
Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.
Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.
Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution.
Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.
Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.
Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.
Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution.
What problems is the product solving and how is that benefiting you?
Freshdesk is a really nifty help desk software that tackles a lot of the common customer support issues businesses face. For me, it's been a lifesaver in terms of streamlining communication with customers. All their inquiries and issues are centralized in one place, which is a huge relief when you're dealing with a lot of different channels.
Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster.
Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster.
A simple but sophisticated CRM
What do you like best about the product?
Ease of Integration with backend, wide range of third party integration options, reasonable pricing, start up credits, nice tech infrastructure.
What do you dislike about the product?
Support team takes more time to respond and resolve queries.
What problems is the product solving and how is that benefiting you?
It has solved our customer faq hosting in our native app, helps us manage email tickets flowing in from different product offerings, helps us prioritise and bifurcate tickets based on issue types, helps us address social media complaints from one place.
The best in the market!
What do you like best about the product?
I have been actively using Freshdesk for 3 years now and it has made my work so much easier. Freshdesk has helped me organize and track and complete all my task within the SLA. Managing and tracking my teams SLAs has a lot easier with Freshdesk.
Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
What do you dislike about the product?
Create reports by summing up numbers mentioned in Ticket Fields, or any other way of calculating the amount of effort put into one ticket by an employee, would be helpful. Quanitfying effort on a single ticket is currently not available on Freshdesk which i am hoping to see in the near future.
What problems is the product solving and how is that benefiting you?
Freshdesk helps track and maintain SLA of my team and to ensure that our work is getting done on time. The Reports which are available within the platform helps submit relevant information about teams performances to the senior management on a weekly basis.
Prioritizing work on Freshdesk has been a blessing.
Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms.
Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
Prioritizing work on Freshdesk has been a blessing.
Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms.
Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
freshworks useful
What do you like best about the product?
All products of freshworks are loved by our employees.
What do you dislike about the product?
no bulk application, separate license fee for each application
What problems is the product solving and how is that benefiting you?
call center chat and crm are used with a single license.
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