Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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Freshdesk... The Zendesk Replacement
What do you like best about the product?
Simplicity in their UI, Automation of incoming tickets. But by far the best feature? - It's free.
What do you dislike about the product?
No PowerBI connectivity, lack of channel editing on creation of ticket (ie. was it verbal?)
What problems is the product solving and how is that benefiting you?
I was previously with Zendesk, who provided poor support and a lack of care. Zendesk, even on their free platform, gave excellent support in helping me get setup.
The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.
The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.
Recommendations to others considering the product:
Unlimited agents, lots of add-ons and features... for free.
Great CRM solution and amazing thorough support always!
What do you like best about the product?
Speed and thorough answers when I need help the most.
What do you dislike about the product?
nothing, maybe more AI which is on its way
What problems is the product solving and how is that benefiting you?
Automating service process, centralizing service in one place! Our customers can help themselves through self service instead of having to call and email every single time they have questions!
Excellent customer reviews and great support.
What do you like best about the product?
The Freshworks crew are constantly adding new features which work well.
What do you dislike about the product?
Customization of the agent dashboard is limited. Some of the email notifications are not customizable (i.e. watchlist notifications).
What problems is the product solving and how is that benefiting you?
Support tickets allow traceability of customer problems and resolutions. Solutions to common problem provided in articles customers can use to resolve problems on their own.
A one stop solution to all your needs.
What do you like best about the product?
It automatically convert all the emails from the customers to tickets and respond to them faster. Never miss another email in the clutter.
What do you dislike about the product?
Time trackker should be improved. and there should be functionality to add timer on multiple tickets at a time.
What problems is the product solving and how is that benefiting you?
Emails, social media platforms, internal mails, and many more.
It Integrates everything your support team needs into your helpdesk - from payment management to translations and much more.
It Integrates everything your support team needs into your helpdesk - from payment management to translations and much more.
Recommendations to others considering the product:
Yes, it is worthy enough to use.
Great but as with anything can be improved
What do you like best about the product?
The quick support response when needed.
What do you dislike about the product?
Not as easy to see new tickets coming in vs the old version of fresh desk.
What problems is the product solving and how is that benefiting you?
Great way to keep track of tickets/problems.
Recommendations to others considering the product:
Be prepared for change, change is good.
Good quality support
What do you like best about the product?
quick responses and that we speak with our own technical manager that knows our case
What do you dislike about the product?
technical issues that take a while to be resolved
What problems is the product solving and how is that benefiting you?
ticketing and system integrations
Superb
What do you like best about the product?
It actually saves my time. I can keep control on my agents and stop them from making mistakes. The best thing I like is Dispatch'r, I need not to reach to a ticket or assigned individually to my agents, it automatically happen. Also, observer. Because of Freshdesk, we are able to create a healthy relationship and able to maintain it. Customer service/support part is also superb when its come to solving an issue/query.
What do you dislike about the product?
I didn't find anything as of now.
What problems is the product solving and how is that benefiting you?
We are able to reach more customers in less time and high accuracy. It helped to build a relationship between customer and us.
My experience on Freshdesk
What do you like best about the product?
It's ease of use. It's easy to hover over icons and see what they all mean and more, there is a link to so many new features and you cna really dive deep into information
What do you dislike about the product?
Still just learning my way around new Fresh Mint but getting easier each day
What problems is the product solving and how is that benefiting you?
I came from Salesforce. This is WAY better. We use it to really get an understanding of the customer experience.
Great chat, great service
What do you like best about the product?
Option to chat over skype, as I'm living overseas. The ease at which I can categorise (assign) tickets to groups
What do you dislike about the product?
Very little - I haven't found a glitch yet that prevents me from doing what I need to do
What problems is the product solving and how is that benefiting you?
Customer service
Fantastic System with a great support team
What do you like best about the product?
The support is great, always someone to answer your questions and there's not really anything you can't do
What do you dislike about the product?
I would like the report to be better. I would like to be able to amend what the client sees.
What problems is the product solving and how is that benefiting you?
It's a great way to organise requests.
Recommendations to others considering the product:
The reporting could be better. I would love to see an option to choose what you show clients. i.e response time or not etc
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