Freshdesk
Freshworks Inc.External reviews
3,456 reviews
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Affordable and intuitive customer support tool
What do you like best about the product?
Very easy to use tool. Have almost every features we need built-in the tool. They also listen to our requests and develop the extra plug-in to meet our needs. The Marketplace offer rich apps integrate with Freshdesk which is also a plus. Oh did I mention about their superb customer service? I am so happy with their knowledgeable and friendly agents who always reply to my tickets quickly with great solution.
What do you dislike about the product?
I cannot think of anything I dislike about Freshdesk. It is a question that I have no answer for.
What problems is the product solving and how is that benefiting you?
We are a software company so we use Freshdesk to receive, organize, prioritize, assign resources to own support requests from our customer. It helps us to have bird eye views to see big picture as well as details view of each tickets in a couple clicks. Moreover, the built in knowledge base bases on our customer's questions to suggest matching topics which helps them do self service and save us a lot of time.
Great CRM platform, professional look and professional quality
What do you like best about the product?
Lots of customizability, which allows us to use Freshdesk to fit our needs, rather than fitting ourselves into a cookie-cutter CRM platform
What do you dislike about the product?
Converting calls into tickets is tough since we convert EVERY contact into a ticket.
What problems is the product solving and how is that benefiting you?
Great data analytics
Great
What do you like best about the product?
the clean, minimal UI, ability to chat with team members on specific tickets.
What do you dislike about the product?
some key features that should be frojt and center are hard to find or embedded below other settings
What problems is the product solving and how is that benefiting you?
trying to keep track of response times and realize the benefit of having custom tags!
Great bang for your buck
What do you like best about the product?
Freshdesk is easy to learn and the mobile app makes it easy to respond to inquires "on the go".
What do you dislike about the product?
The helpdesk site will go down 1% of the time, but is usually back up in little to no-time.
What problems is the product solving and how is that benefiting you?
We're able to log and track issues easily. Its has been critical for our business and allowing multiple agents to use monitor incoming inquiries.
Recommendations to others considering the product:
I would advise users to try the product out and to reach out to their company if you have any questions. From experience, companies are very willing to talk to you if you have a genuine interest in what they do and what they can offer.
Flexible and growing helpdesk solution
What do you like best about the product?
Very flexible. Continuous updates. Easy to install and begin using it, but with lot of features if you want to go deep and connect with other apps. For example we use our internal authentication system (Active directory) to authenticate our users into freshdesk and allow them.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
What do you dislike about the product?
Integration with Skype for business and onedrive for business are missing.
Ability to export the knowledge base is missing.
Ability to export the knowledge base is missing.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal helpdesk for our users.
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Recommendations to others considering the product:
Freshdesk is the right choice, easy to use and fully customizable.
Good Helpdesk Software
What do you like best about the product?
Good value for money, fair invoicing policy (if you add an agent in the middle of the month you don't have to pay for the whole month).
What do you dislike about the product?
As far as I know one needs to pay with credit card (or at least I don't see an option to change that) - other options would be more convenient for us.
If there is an issue it sometimes takes a while till it is solved.
If there is an issue it sometimes takes a while till it is solved.
What problems is the product solving and how is that benefiting you?
We use Freshdesk with two different products. We answer our customer's emails and tweets and solve tickets (also received by email).
Nice application for start ups
What do you like best about the product?
Its a good appliacation which can used for start ups for ticketing requirements
What do you dislike about the product?
Cost can be reduced , its quiet expensive , especially the cost of phone calls overseas
What problems is the product solving and how is that benefiting you?
We are using it for movie distribution worldwide
New manager to start up follow the sun support
What do you like best about the product?
What I like when I recently started setting up this project is the online chat to help with questions
What do you dislike about the product?
No all our required functionality is implemented yet, so I would love to make suggestions for future developments.
What problems is the product solving and how is that benefiting you?
We have several offices around the world, we are going to centralize all support tickets through freshdesk.
Fresh Desk Support
What do you like best about the product?
The simple and easy to use. You can customize canned responses easily. The support folks are swift to respond and easy to talk to.
What do you dislike about the product?
Could have sent more details of the last update earlier. The new version needs a bit of getting used to. I still find myself using the old version more often.
What problems is the product solving and how is that benefiting you?
Customer service and Technical support queries.
Recommendations to others considering the product:
Freshdesk is considerably easy to use than other platforms that I have used before. Canned responses are easily made to increase productivity and reply time on queries. Customer service are quick to respond to any query that you might have with the platform.
Intuitive work order system with great support
What do you like best about the product?
There are tons of different things that some people would need and others wouldn't in organizing customer work orders and issues. Freshdesk makes the obvious things extremely easy and has been relentless in trying to improve the tool to gear toward the things we might feel we need. They have always been immediately available to suggest workarounds or common practices in order to help us solve problems.
What do you dislike about the product?
Freshdesk is obviously a little younger than a lot of software out there. While the tool is always getting better, there are some things I would like to be a little more customizable (i.e. automated processes for categorizing tickets).
What problems is the product solving and how is that benefiting you?
We deal with the customers and operators of multiple clients. With Freshdesk we're able to provide a professional and intuitive interface for those needing assistance, while at the same time organizing and tracking the issues by the categories we see fit.
Recommendations to others considering the product:
This software is definitely a major competitor in its category. We chose Freshdesk the cost of other major competitors didn't necessarily add a benefit or was much bulkier and less user-friendly. While you should do your research and make sure it will cover your "must haves", its done that and more for us.
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