Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to setup and service is surprisingly nimble even if on the free tier.
What do you like best about the product?
Easy database setup. Customer support is very good. Web interface on the document support site auto format for multiple platforms with little to now effort. This makes supporting PC's, Tablets and Smartphone's very easy.
What do you dislike about the product?
Wish I had better control of linked documents on the free tier. Occasion updates cause issues with the data we export into Excel. When the field orders changed, our Excel macros fails.
What problems is the product solving and how is that benefiting you?
Customer issues were being tracked on handwritten notepads before we started with FreshDesk. With FreshDesk we now have actual data to help us grow and improve our business.
New IT User
What do you like best about the product?
Simplicity and the intuitive. I am a new user coming from Autotask. I find the UI much easier to navigate.
What do you dislike about the product?
So far I have not found any issues. But will report if found as this will be my new helpdesk solution
What problems is the product solving and how is that benefiting you?
We are using this as our internal help desk.
Very responsive support
What do you like best about the product?
Even though it took a while to resolve the issue, the support person was always very quick to reply and offer suggestions.
What do you dislike about the product?
The issue took relatively long to solve.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to run our helpdesk system. This helps split things into different categories.
Always supportive!
What do you like best about the product?
The chat function with support, always ready to help out.
What do you dislike about the product?
that the reporting tool feels a bit cumbersome sometimes.
What problems is the product solving and how is that benefiting you?
Customer Service
Recommendations to others considering the product:
Very intuitive, great account managers helping you and knowledgeable support
Awesome tool, great support!
What do you like best about the product?
Freskdesk is very powerful, it provides a complete set of configuration options that makes it very versatile.
What do you dislike about the product?
There is no way to purchase individual features. If you want, for example, to customize the CSS of your helpdesk, you need to upgrade your entire account to a larger plan, and that means paying a fee for every support agent you have in the account.
What problems is the product solving and how is that benefiting you?
An efficient communication channel with our customers.
Good support, still require some tweaks on the new version
What do you like best about the product?
UI quite simple and quick response from their support team
What do you dislike about the product?
the edit mode for our own support is bit messy
What problems is the product solving and how is that benefiting you?
problems with our software, rfc, ... easy to track
very efficient
What do you like best about the product?
very quick to reply and keen to help me solve the problem
What do you dislike about the product?
there isn't really anything to be honest
What problems is the product solving and how is that benefiting you?
helpdesk queries - user friendly
Freshdesk Review from a Educational Company
What do you like best about the product?
I enjoy it's ease of use, and the high level of functionality. We use to use an Access database to log our tasks, but this system has made it so much easier and I can't believe it wasn't researched sooner.
We work in I.T at a College, so we have a lot of clients (members of staff, external companies, students etc). We were having difficult logging and tracking our tasks throughout the day, but then we began using this system. It allows you to log a task, searching a contact list to notify the recipient. Alternatively, clients can simply email the domain URL to create a task automatically. You can log that details, the subject, the type of task, the priority and you can assign it to any agent who is added to the agent list.
It's genuinely brilliant. The developers are very helpful if you DO encounter a bug or have any questions (only 1 bug in the entire time that we've used it, resolved on the same day).
We work in I.T at a College, so we have a lot of clients (members of staff, external companies, students etc). We were having difficult logging and tracking our tasks throughout the day, but then we began using this system. It allows you to log a task, searching a contact list to notify the recipient. Alternatively, clients can simply email the domain URL to create a task automatically. You can log that details, the subject, the type of task, the priority and you can assign it to any agent who is added to the agent list.
It's genuinely brilliant. The developers are very helpful if you DO encounter a bug or have any questions (only 1 bug in the entire time that we've used it, resolved on the same day).
What do you dislike about the product?
The plans can be a bit pricey as they are per agent. If you have 15 agents like we do, then having one of the paid plans would be too expensive for us to justify to our departmental head. However, the unpaid plan has all of the functionality that we need.
What problems is the product solving and how is that benefiting you?
Tracking tasks, completed tasks, liaising with colleagues/clients, automated support system and a higher level of productivity.
Recommendations to others considering the product:
If you have a database which stores your tasks locally, then you are missing out on a world of helpful functionality. To anyone who receives 10-20+ individual jobs/enquiries per day, I highly recommend this software.
So far so good
What do you like best about the product?
The service is good and relatively quick when compared to other service providers we use.
What do you dislike about the product?
Nothing that I can think of, I am a basic user/admin in our company and everything I ever needed and I could't do was done for me by the Freshdesk support.
What problems is the product solving and how is that benefiting you?
We use it for Email correspondence with our clients, they are in the form of tickets that we attend to. We also use the reporting features to keep track of our support activities.
chat experience
What do you like best about the product?
the ease and speed of response received when I asked for specific documents. the agent who helped me sent me a link that contained everything I needed to pass on to my software team. the agents are quite friendly and helpful and polite.
What do you dislike about the product?
there are certain issues beyond their control that can sometimes cause delays. a proactive notice to the customer would have been helpful and help alleviate the frustration of waiting. otherwise, in general the customer support is pretty good.
What problems is the product solving and how is that benefiting you?
one stop shop for the communication channels we want to offer our customers. mobility of the systems and also user friendly. when I was tasked to source and select what would be our contact center, I connected with a few vendors and out of all the meetings I have gone through, no other vendor could provide the one stop shop solution at an affordable and customizable package than Freshworks. really impressed with the responsiveness of the account team and I also like the fact that I know I have a dedicated person I can contact who is in the same timezone as I am. We are still quite a few weeks from launching our product to really test the system but I feel good that when I need support, I know I can get real time assistance.
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