Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Decent affordable Helpdesk software
What do you like best about the product?
Freshdesk is very easy to set up and performs exactly as expected from helpdesk software will all the features you would need, they all update their platform on a regular basis.
What do you dislike about the product?
I would like the ability to configure SSL on my own branded support portals my self and not be forced to purchase the certificates from Freshdesk in order to have it enabled.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
What problems is the product solving and how is that benefiting you?
Easy integration of live-chat into our software
Short and sweet.
What do you like best about the product?
I like the simplicity of Freshdesk and how quick they staff are to give you support when you need it.
What do you dislike about the product?
I haven't really noticed anything i dislike at the moment.
What problems is the product solving and how is that benefiting you?
We are solving our help desk. Before freshdesk we relied on emails and our memory so lots of things were getting forgotten about. Now we are keeping better track and our business is moving forward in the correct ways.
A Decent HelpDesk Experience
What do you like best about the product?
-Easy to use
-Fast support
-Simple controls
-Fast support
-Simple controls
What do you dislike about the product?
I would prefer a hosted version to make my own changes, but that is not a dislike of the system
What problems is the product solving and how is that benefiting you?
We solved he business problem of not having a helpdesk
Great so far!
What do you like best about the product?
Has a lot of features, strong automation options, great user interface (second to none).
What do you dislike about the product?
Limited features in their forums and knowledgebase.
What problems is the product solving and how is that benefiting you?
Helpful reporting and data collection.
Bit of a learning curve but once you figure out the basics, it's like riding a bike.
What do you like best about the product?
Freshdesk has great and prompt customer support which is very helpful. They also have tutorials and a knowledge base to help improve organizations' interactions with their customers. Also like the new Mint UI, Gamification and reporting.
What do you dislike about the product?
On Mint, how the system rejects an update on a ticket if there is no subject on the email line.
What problems is the product solving and how is that benefiting you?
Prompt logging and resolving of customer complaints via email. Agent productivity is also well tracked with the reports which we export daily from the p
Recommendations to others considering the product:
Freshdesk is simple to use and has a host of features that make customer interaction easier. They are also integrated with several commonly used business apps making it even easier to track customer issues across different business components.
Good Customer Service Experience
What do you like best about the product?
Quick feedback from the Freshdesk team when question was submitted.
What do you dislike about the product?
Might be useful to have a chat function so that I could work on the problem with assistance in real time, as opposed to e-mailing back and forth.
What problems is the product solving and how is that benefiting you?
The main benefit to our team is tracking and organization of tickets.
Good solution with some glitches
What do you like best about the product?
The ability to manage multiple communication channels in one solution.
What do you dislike about the product?
The email threading functionality can be sporadic at times. Support has not been able to determine a solution for the issue.
What problems is the product solving and how is that benefiting you?
The system allows us the ability to manage thousands of inbound and outbound emails that are being passed among representatives that still keeps the flow of information intact.
Recommendations to others considering the product:
It takes a while to get fully implemented to understand the benefits and downfalls of the system. Give it a full pilot test program.
Very satisfied
What do you like best about the product?
Good customer service, easy to use. good for customers.
What do you dislike about the product?
some functionality requests but overall nothing really dislike.
What problems is the product solving and how is that benefiting you?
Easy to track and analyze tickets
Recently Improved
What do you like best about the product?
Chat-based support is usually pretty quick, interface has been significantly improved over the last several months, still some product limitations but it seems like they've kicked development into high gear
What do you dislike about the product?
Occasional frustrating product limitations
What problems is the product solving and how is that benefiting you?
Helpdesk support
Freshdesk - Customer Support Portal
What do you like best about the product?
Freshdesk is neat, tidy and intuitive. The recently introduced "Mint" interface brings Freshdesk into the modern era and provides all the necessary information right at your fingertips.
Add to this the technical support, whether it's via their own ticket system or the instant chat - questions are answered speedily and comprehensively.
I also like their method of asking admins if they would like to trial new features, such as the recent customisable dashboards. There are some features still missing but it's a step in the right direction for Freshdesk and nice to be part of the trialing process.
Add to this the technical support, whether it's via their own ticket system or the instant chat - questions are answered speedily and comprehensively.
I also like their method of asking admins if they would like to trial new features, such as the recent customisable dashboards. There are some features still missing but it's a step in the right direction for Freshdesk and nice to be part of the trialing process.
What do you dislike about the product?
Some features from other help desks are missing such as the ability to have multiple portals under one account. I've been told that this is possible but it seems difficult to implement.
They have a method of submitting feature requests but these seem to just sit on their support portal with little feedback which can be a bit frustrating.
Having done some portal customisation I have found the online resources for coding changes to be lacking somewhat which meant I had to contact Freshdesk support regularly to find which attributes to change.
They have a method of submitting feature requests but these seem to just sit on their support portal with little feedback which can be a bit frustrating.
Having done some portal customisation I have found the online resources for coding changes to be lacking somewhat which meant I had to contact Freshdesk support regularly to find which attributes to change.
What problems is the product solving and how is that benefiting you?
Our IT Support team uses Freshdesk to log tickets for user issues. This allows us to organise, track and propose solutions whilst keeping a trail of information that can be easily turned into solutions for our knowledgebase.
Our latest challenge is to update our solutions on the site. This will enable users to perform self-service support and to help rectify more simple issues themselves. Once we have enough solutio articles on the site we will also be able to see how well the new automated agent works!
Our latest challenge is to update our solutions on the site. This will enable users to perform self-service support and to help rectify more simple issues themselves. Once we have enough solutio articles on the site we will also be able to see how well the new automated agent works!
Recommendations to others considering the product:
Their new Freshworks suite has everything you could need to perform your help desk duties.
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