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.
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.
Good Product and Support
What do you like best about the product?
Support and the product features to automate things and avoid manual work.
What do you dislike about the product?
Nothing as of now, but if I come across anything which I don't like then I will surely let the support team know about it.
What problems is the product solving and how is that benefiting you?
We have a support team, which interact with customers query and complaint over the email. We have also integrated some API for information on few things we use.
Recommendations to others considering the product:
It is very easy to integrate, let's you keep track of custom satisfaction with each email. Customer support is really helpful and polite. Reports can be downloaded very easy. Let's you automate things to avoid manual work. Features like, dispatcher, C'sat, Scenario automation, Canned responses, solution according to process.tags, integration are really good and help you in making key decision for enhanced customer experienced.
Very good
What do you like best about the product?
The platform is flexible and powerful. The user interface offers great customisation possibilities and can be integrated with many 3rd party tools / platforms
What do you dislike about the product?
Some features are still missing, or not implemented
What problems is the product solving and how is that benefiting you?
We improved the quality of our support helpdesk.
90% there!
What do you like best about the product?
Freshdesk does most things that our support team needs. Be able to insert a solution into a ticket is great!
What do you dislike about the product?
The Solutions area could use some work. We find it hard to post videos there without a lot of extra work, and the formatting of the text seems odd.
What problems is the product solving and how is that benefiting you?
Managing tickets and creating a Knowledge Base/Forum. Customers like being able to track tickets better.
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