Freshdesk
Freshworks Inc.External reviews
3,555 reviews
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External reviews are not included in the AWS star rating for the product.
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
Great customer ticketing system
What do you like best about the product?
I like that the company is relatively new and works hard to make their customers happy, including trying to integrate new ideas. They have the ability include images in canned responses, and a cool campaign option in their chat.
What do you dislike about the product?
The cost is high. Also, the workflows/actions aren't built into the shortcuts/canned responses like on Zendesk, which makes it a little more difficult to use.
What problems is the product solving and how is that benefiting you?
Organizing all client communications into one area.
Very friendly support and easy to use software
What do you like best about the product?
We have just moved over to Freshdesk and have been loving the freedom you get with it. You can configure next to everything you would need.
What do you dislike about the product?
It did take a wile to set up and fully get going.
What problems is the product solving and how is that benefiting you?
Much easier for the Staff to log tickets and use the self service side of the site.It flows well for the users to be able to create new users and request Kit for uses.
Recommendations to others considering the product:
Get them to do a demo of the product and ask lots of questions. they were very helpful in building our site to our needs
Easy to Use and Intuitive
What do you like best about the product?
I like the ability to have a back and forth conversation of sorts and track the comments and notes
What do you dislike about the product?
For whatever reason I get two emails when a user inputs a ticket.
What problems is the product solving and how is that benefiting you?
Customer service/technology issues for a public school
User Friendly
What do you like best about the product?
Efficient, Nice interface, user friendly & gets the job done.
What do you dislike about the product?
There could be more features and options for the customer to utilize to get answers in different ways.
What problems is the product solving and how is that benefiting you?
involving both parties to resolve issues and get answers. connectivity to show concern for consumer.
Great helpdesk software
What do you like best about the product?
It is easy to setup, easy to teach to users and easy to manage. It is really one of the best helpdesk softwares.
What do you dislike about the product?
Some settings are a pain to get working correctly. The pricing can also be an issue for smaller companies.
What problems is the product solving and how is that benefiting you?
It can help with email routing and response follow up.
Recommendations to others considering the product:
Make sure you take your time setting up and contact support for any questions.
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