Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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Easy but complex software.
What do you like best about the product?
I like that the free version has a lot of features.
What do you dislike about the product?
I didn't like that you couldn't easily integrate with Active Directory.
What problems is the product solving and how is that benefiting you?
IT Helpdesk Support. Provides a central location and knowledge base of answers.
Freshdesk Support Tools
What do you like best about the product?
We recently switched over from a less expensive but pretty decent helpdesk solution but were looking for a more complete package. We looked at quite a few and being a small company we weren't sure if any of them were worth the price.
We had always heard good things about freshdesk from people that used the free product so we decided to give it a shot. We started out with the free version just to give the basic features a try and really liked the layout, ease of use and the responsiveness of the software so we decided to take the plunge and upgrade our plan.
If I had to list my favorite features for me as a manager, it would be the reporting, automation of tickets and scenarios (triggers). The chat is also a huge bonus as nobody puts that together like freshbooks. The super customizable SLA rules are huge for me as well so I can stay on top of tickets that belong to some of our more high profile customers. Turns out that I cannot name just a few features that I like because they have done a really good job covering most if not all bases when it comes to the needs of a support team.
While I am at it, I might as well mention the support portal. It's phenomenal. Adding solutions on the fly as you are creating a response to a ticket is a huge time saver, not only right then, but in the future when your customers are searching for answers and can help themselves. You can also take a ticket for feature requests or changes and add them to the forums as you are replying to the ticket, so other customers can vote on and see things in our development cycle.
I could go on and on, but I would suggest that you jump on a demo or try out the free version like we did.
We had always heard good things about freshdesk from people that used the free product so we decided to give it a shot. We started out with the free version just to give the basic features a try and really liked the layout, ease of use and the responsiveness of the software so we decided to take the plunge and upgrade our plan.
If I had to list my favorite features for me as a manager, it would be the reporting, automation of tickets and scenarios (triggers). The chat is also a huge bonus as nobody puts that together like freshbooks. The super customizable SLA rules are huge for me as well so I can stay on top of tickets that belong to some of our more high profile customers. Turns out that I cannot name just a few features that I like because they have done a really good job covering most if not all bases when it comes to the needs of a support team.
While I am at it, I might as well mention the support portal. It's phenomenal. Adding solutions on the fly as you are creating a response to a ticket is a huge time saver, not only right then, but in the future when your customers are searching for answers and can help themselves. You can also take a ticket for feature requests or changes and add them to the forums as you are replying to the ticket, so other customers can vote on and see things in our development cycle.
I could go on and on, but I would suggest that you jump on a demo or try out the free version like we did.
What do you dislike about the product?
There were a couple nice things about the old software that we miss in freshbooks, but those features were a part of a separate piece of software that only did one thing and that was chat.
The freshdesk chat is a bit limiting by it not being able to be popped out from the browser, not having a continuous ring (we've missed a couple chats this way) and by not having a desktop version of chat.
I think the chat feature is a bit new so I'm confident that they will get that in line with the progressiveness of the rest of the software.
The other thing is the phone/voice that is built into the software seems to be hit or miss in our situation. The calls drop every once in a while and almost all of the time we have some kind of voice delay/latency issues.
Other than that, it is a solid, worth the money and at least a look piece of support software.
The freshdesk chat is a bit limiting by it not being able to be popped out from the browser, not having a continuous ring (we've missed a couple chats this way) and by not having a desktop version of chat.
I think the chat feature is a bit new so I'm confident that they will get that in line with the progressiveness of the rest of the software.
The other thing is the phone/voice that is built into the software seems to be hit or miss in our situation. The calls drop every once in a while and almost all of the time we have some kind of voice delay/latency issues.
Other than that, it is a solid, worth the money and at least a look piece of support software.
What problems is the product solving and how is that benefiting you?
Were filling the need to support our software and the customers that use it. Just one of the benefits is that we can identify which customers are having the most trouble and offer training or add a level of service for them to be better equipped to handle issues they are having.
With the forums and support portal, we are also training our customers and new employees at the same time.
With the forums and support portal, we are also training our customers and new employees at the same time.
Recommendations to others considering the product:
Give it a try, more than likely you are going to find a way to fit it into your support system.
Just amazing
What do you like best about the product?
The support team are always available to help
What do you dislike about the product?
The reporting need a big improvement otherwise the rest is good
What problems is the product solving and how is that benefiting you?
Better FCR
Excellent Help Desk Software!
What do you like best about the product?
Cloud hosted, so can access from anywhere, including my phone. The phone apps in themselves are excellent. Also, customer service is very very good, with quick responses and eager to help.
What do you dislike about the product?
There's not much I dislike. If I had to be picky, I've thought about leaving because of lack of sub-tickets or children tickets feature. I'd like to take a task and be able to template several parts of the task into separate tickets. I suppose that's more of a project management feature, but it would be nice to have.
What problems is the product solving and how is that benefiting you?
(1) Keeping up with issues. It's difficult to track issues with only email, etc. So the help desk tracking features are excellent for me. (2) Tracking past issues. I like to reference what solved similar issues in the past. Freshdesk has a good search function.
Recommendations to others considering the product:
Grad a trial and give it a try. It's excellent and I highly recommend it!
Excellent Small Business Tool!
What do you like best about the product?
The mobile app! My business is all mobile so I do not bring my laptop with me everywhere I go. So any tool that I look into that has a well-developed phone app usually wins me over. Freshdesk has an awesome app that is incredibly easy to navigate around and also is very similar to the desktop version. This allows for ease when handling several issues at once.
Fabulous app, Wonderful customer service, and incredible experience with Freshdesk so far!
Fabulous app, Wonderful customer service, and incredible experience with Freshdesk so far!
What do you dislike about the product?
So far I can't say that I dislike something.
What problems is the product solving and how is that benefiting you?
Keeping up with our support email address. I need this service but do not use it enough to pay for it. It is awesome to have access to this tool even though we are still less than 5 staff (1 of those helps with this task in particular). Now I won't miss out on helping a client. This builds a positive reputation that has been an area where we have struggled in the past. Looking forward to adding more features as we grow.
Recommendations to others considering the product:
Be patient and know that it can take a day or two to get this completely set-up.Don't hesitate asking questions. Their support rocks!
Freshdesk
What do you like best about the product?
The operating instructions are written in clear English.
What do you dislike about the product?
I would like to see a bit more variety in the types of key categories. When I have a problem with my system pc's keyboard, I would like to see a category for that, for example.
What problems is the product solving and how is that benefiting you?
Technological hardware issues for our school systems.
Recommendations to others considering the product:
This is a very user friendly system for teachers. Our technology department really makes this work for us.
One of the Best
What do you like best about the product?
I really like the fact that their mobile application is just as friendly as the main application. I'm able to easily run FreshDesk from my phone when I'm on the go or need to check on the status of a quick ticket.
From a desktop usage, the application is easy to use and took little to no time to learn and transition from ZenDesk. I like how I can easily keep up with clients easily and efficiently. I also love how accessible the Solutions and Help Center are to access to I can gather common responses and send them to my clients easily.
From a desktop usage, the application is easy to use and took little to no time to learn and transition from ZenDesk. I like how I can easily keep up with clients easily and efficiently. I also love how accessible the Solutions and Help Center are to access to I can gather common responses and send them to my clients easily.
What do you dislike about the product?
Honestly, I can't think of anything that gives me a bad taste in my mouth when it comes to FreshDesk. Everything in FreshDesk just... works. If I had to pick something, it may occasionally run a little slow or certain pages won't refresh, but I can't put the blame on FreshDesk as that could just as easily be my internet connection.
What problems is the product solving and how is that benefiting you?
I'm able to easily keep track of my clients ticket history to see if we've discussed previous issues in the past. I'm easily able to keep tabs on who I need to reply to as tickets come in. I also like the fact that I can Tag tickets in the event that I have a similar error that causes an issue for a variety of Contacts.
Recommendations to others considering the product:
Give it a spin - The sales reps and support team have been really friendly and helpful along the way. Based on the year and a few months we've used it, I haven't thought twice about ZenDesk. I love how simple and clean the application is. I also enjoy the the silly quirks, like the rewards when you reach goals on customer satisfaction. Fake internet points entertain me for some reason.
Great product, amazing support
What do you like best about the product?
There are lots of pieces to a company's support process. Freshdesk was probably the one product in the market which allowed us to meet our specific workflow, and at reasonable prices.
Importantly, I continue to be impressed and amazed by their promptness and quality of service whenever we need their help with a customization or guidance.
Importantly, I continue to be impressed and amazed by their promptness and quality of service whenever we need their help with a customization or guidance.
What do you dislike about the product?
I can't think of anything to add here. Maybe their logo could do with brushing up!
What problems is the product solving and how is that benefiting you?
We basically have different segments of customers, each with specific needs, each with specific support requirements. Freshdesk is amazing for its ability to manage these different "support channels" through the same support hub.
Perfect Customer Service solution
What do you like best about the product?
ichhelfe.jetzt has been using Freshdesk for the past 6 months and we're extremely happy with the features provided. Freshdesk allows us to run our customer service smoothly, while maintaining a tight turn-around-time.
We especially like the ease of customization, the ability to leave notes for another admin/rep and work collaboratively on an issue, and the functionality to get notified about changes on a ticket. The latter especially helps us to respond to our customer inquiries very quickly and stay on top of it even if a rep is absent for a period of time.
Another useful tool is the ability to create new Emails via the system and send it from different email addresses. This allows us to use Freshdesk not only for incoming inquiries but also for outreach initiatives.
Our latest discovery was Freshdesk's integration with Github. This has proven to be really handy for us since we now can connect a ticket with a potential action item, further helping us with organization and productivity.
Lastly, Freshdesk's customer service is outstanding themselves. Their amazing support has helped us to adapt to the service quickly and provide great service to all ichhelfe.jetzt customers. Thank you Freshdesk team for all your help!
We especially like the ease of customization, the ability to leave notes for another admin/rep and work collaboratively on an issue, and the functionality to get notified about changes on a ticket. The latter especially helps us to respond to our customer inquiries very quickly and stay on top of it even if a rep is absent for a period of time.
Another useful tool is the ability to create new Emails via the system and send it from different email addresses. This allows us to use Freshdesk not only for incoming inquiries but also for outreach initiatives.
Our latest discovery was Freshdesk's integration with Github. This has proven to be really handy for us since we now can connect a ticket with a potential action item, further helping us with organization and productivity.
Lastly, Freshdesk's customer service is outstanding themselves. Their amazing support has helped us to adapt to the service quickly and provide great service to all ichhelfe.jetzt customers. Thank you Freshdesk team for all your help!
What do you dislike about the product?
The only recommendation we'd have is an improvement to the ease of set up and use of custom responses (CRs). Maybe we still haven't found the correct way. :) It would be awesome to have a search field to search for a CR and perhaps even search for abbreviations. This could improve our efficiency even more.
What problems is the product solving and how is that benefiting you?
- Centralized communication with our customers and partners
- High customer satisfaction and quick turnaround times
- Team collaboration on issues
- Professional, long-term customer service setup
- High customer satisfaction and quick turnaround times
- Team collaboration on issues
- Professional, long-term customer service setup
Recommendations to others considering the product:
We can highly recommend Freshdesk!
The best support ticket system I came across
What do you like best about the product?
Freshdesk has all the features I needed: Time base ticketing management, ruls, Public web base ticket system, very easy interface and great support team!
What do you dislike about the product?
As for now nothing! We are very happy from it I hope I will keep on making us happy!
What problems is the product solving and how is that benefiting you?
We have a utility tool for gamer, so we support our tool via the Freshdesk help desk
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