Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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FreshDesk Review
What do you like best about the product?
Simple to use, Mobile access for Agents, great and valuable features. Quick and easy dashboard to keep all tickets and emails under control makes giving support a very quick and easy task. Canned responses assist in many cases where we open up tickets for each project and we need to communicate the same message time and time again. The free version includes great features to support a well operating support centre with the option to upgrade to higher packages for additional great features.
What do you dislike about the product?
1) Mobile App is only for agents, would be great if customers had mobile access to their tickets.
2) Users who respond with a 'thanks' reopens the ticket which affects the agent's timing.
2) Users who respond with a 'thanks' reopens the ticket which affects the agent's timing.
What problems is the product solving and how is that benefiting you?
Customer and channel engagements, tracking of communicate via tickets. Knowledge base articles help improve of skill set and share quick access solutions to those in the field.
Recommendations to others considering the product:
Easy to use from day one. Improve your efficiency instantly. If you're thinking of building a ticketing system yourself or plan to use another solution and bend it to become a ticketing system, save your time and make use of the free FreshDesk version to quickly setup your system and upgrade to enjoy additional features when needed.
Great product and exceptional supports
What do you like best about the product?
Had a few teething issues with setting freshdesk up on magento, but with the help of the freshdesk team, we managed to get it up and running very quickly
What do you dislike about the product?
can't think of anything and as this field is mandatory and is just writing anything that comes into my head.
What problems is the product solving and how is that benefiting you?
Customer support nad FAQ
A truly "fresh" experience!
What do you like best about the product?
It just works. This help desk ticketing software helps us manage our entire customer support department with a load of features. Ticketing, chat, voice and more with all the bells and whistles imaginable. It integrates with Zapier and Slack to help streamline notifications and everything else.
What do you dislike about the product?
I don't like that when links to tickets are clicked within slack, that it opens the web interface and not the mobile app.
What problems is the product solving and how is that benefiting you?
We can communicate with our customers and keep them in the loop very efficiently with freshdesk. Everything just works without hitches.
Recommendations to others considering the product:
I highly recommend this software for help desk use. These guys care about their clients and offer great support when needed.
Easy to use
What do you like best about the product?
Notification is the one which i like most
What do you dislike about the product?
Discuss tab recently introduced in freshdesk
What problems is the product solving and how is that benefiting you?
solving tickets
user interface is good
user interface is good
Reliable to use
What do you like best about the product?
Notifications is which i like the most
What do you dislike about the product?
Discuss tab which you have recently included
What problems is the product solving and how is that benefiting you?
Answering customer queries promptly
Freshdesk Support
What do you like best about the product?
Jai is always willing to go above and beyond in assisting and getting answers for our questions. He reaches out to make sure our needs are met with this solution.
What do you dislike about the product?
Needs more customizable reports. Our team milestones and goals are based upon how many tickets are closed and how long it takes to close them. We also have benchmarks based upon surveys and wish there were integrated reports. Jai is working with us on this.
What problems is the product solving and how is that benefiting you?
Freshdesk is a wonderful ticketing solution for our support staff. Jai is always helpful when we have questions.
Recommendations to others considering the product:
They have outstanding support and customer service. The product does everything we need it to.
Rating for Freshdesk
What do you like best about the product?
Presentation and ease of use is the strength.
What do you dislike about the product?
nothing specific. Every thing is fine in it
What problems is the product solving and how is that benefiting you?
Support
Recommendations to others considering the product:
Its a nice application backed with excellent support staff
Simple support tool
What do you like best about the product?
The simple integration between freshdesk and freshsales.
To be able to have both customers in the same database and seemlessley swap between freshdesk and freshsales makes everything incredibly streamlined
To be able to have both customers in the same database and seemlessley swap between freshdesk and freshsales makes everything incredibly streamlined
What do you dislike about the product?
Notification of tickets not coming through on mobile by default. I generally don't use the app as I forget about it. I'm sure there is a way to turn notifications on with inside the app but haven't found it easily.
I'm using IOS and you can turn notifications on there, but I don't need every notification, only when a new ticket is created. That is what I can't seem to find
I'm using IOS and you can turn notifications on there, but I don't need every notification, only when a new ticket is created. That is what I can't seem to find
What problems is the product solving and how is that benefiting you?
Customer support front end. It's been great at catching people who land o our website. They come through to support@, then if a customer decides to look into purchasing then they automatically transfer to freshsales via sales@ and they become a manageable customer.
Recommendations to others considering the product:
Have a look at the whole freshworks packages. Very reasonable priced and link seamlessly together. I use freshsales and freshdesk together.
If your looking at getting the best out of your customer service then I recommend freshdesk for customer support and freshsales for CRM.
We started using freshdesk as a way to manage customer support and used mailchimp and sales force for bulk emailing and CRM. But swapping over from mailchimp and salesforce not only saved us quite a bit of money per month, it actually helped streamline our customer service. Having both products from the same company just made sense.
If your looking at getting the best out of your customer service then I recommend freshdesk for customer support and freshsales for CRM.
We started using freshdesk as a way to manage customer support and used mailchimp and sales force for bulk emailing and CRM. But swapping over from mailchimp and salesforce not only saved us quite a bit of money per month, it actually helped streamline our customer service. Having both products from the same company just made sense.
Easy to use and set up
What do you like best about the product?
I like that the system is very intuitive for administrators. It is also very easy to use and set up for users.
What do you dislike about the product?
I wish there was an app for users as well.
What problems is the product solving and how is that benefiting you?
In the past I mainly used FreshDesk for handling tickets. But now I use it frequently to engage clients via forums.
Recommendations to others considering the product:
It's a great value. You also have a monthly contract which means virtually no risk in case you don't like it.
Easy to setup and use
What do you like best about the product?
I like that it is an entry point solution for small and mid-sized businesses to offer support to their customers. There is a free plan that would serve most small businesses needs and you can scale as you grow. It is also easy to brand to match your organisation colours and a generous free 3 agents in the free plan.
What do you dislike about the product?
The fact that live chat is not available in the free plan.
What problems is the product solving and how is that benefiting you?
Providing a centralized point of contact for customer support requests. This helps track the issues raised by customers and ensuring it has been resolved.
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