Freshdesk
Freshworks Inc.External reviews
3,455 reviews
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Awesome!
What do you like best about the product?
Patience while you observe. Solutions are fit to the customer expectations. Ticket registered against the customer one who speaks and following till closure is of the best idea.
What do you dislike about the product?
When you don't understand what user says. The rare issue which we use to face is, tickets get delayed in hitting the freshdesk and as of that, we lose our image. It would be really great if you let us know with a pop-up or error message so that we can find an alternative way.
What problems is the product solving and how is that benefiting you?
Client issues.
Well made support platform which is only lacking a couple of features
What do you like best about the product?
Automated rules and observers for tickets have a good amount of features even when you need to create something very specific.
What do you dislike about the product?
Ticket list views could be easier to understand with a quick glance. SLA timers would need a feature that the timer is not used when ticket is at a certain status.
What problems is the product solving and how is that benefiting you?
Easy way to integrate several message channels in to ticket system (emails, social media, chat...). Integrating especially Facebook and Twitter saves a lot of time from the support team.
A very supportive team behind Freshdesk
What do you like best about the product?
We've only been using Freshdesk for a few months now. Though the support we have received on problems and questions has been really good. Both on our Trial, where we didn't pay and on our payed license.
I like that we always have the same person helping us in case we need assistance.
I like that we always have the same person helping us in case we need assistance.
What do you dislike about the product?
So far we haven't stumbled upon anything to dislike yet.
Though it would be nice to have special prizes for organisations such as ours which has limited funds. We are an organization located in Belgium that helps people in need. It spans a great number of topics, such as helping people that need housing; people that are in need of someone to talk to etc.
We are unfortunatly not a registered NGO... so we couldn't apply for the special prizes. They did try to come halfway with a small discount however.
Though it would be nice to have special prizes for organisations such as ours which has limited funds. We are an organization located in Belgium that helps people in need. It spans a great number of topics, such as helping people that need housing; people that are in need of someone to talk to etc.
We are unfortunatly not a registered NGO... so we couldn't apply for the special prizes. They did try to come halfway with a small discount however.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for our own ICT department. To help our employees within our organisation with all IT related questions and problems.
The use of Freshdesk made it possible for us to work efficiently and with more structure. I could say it made our work a little bit easier.
The use of Freshdesk made it possible for us to work efficiently and with more structure. I could say it made our work a little bit easier.
Recommendations to others considering the product:
Depending on your needs you'll have the option to choose the correct payment plan. We're currently going with the Blossom plan which meets most (nearly all) of our requirements.
The price isn't bad at all. Though like mentioned in my revieuw, it would be helpfull if they made it easier for organisations such as myself to have a different price. Regardless of being a registered NGO.
If we could we would love to go on a higher payment plan. Though for us the price for the Estate plan for example is just too expensive.
The price isn't bad at all. Though like mentioned in my revieuw, it would be helpfull if they made it easier for organisations such as myself to have a different price. Regardless of being a registered NGO.
If we could we would love to go on a higher payment plan. Though for us the price for the Estate plan for example is just too expensive.
Great features and support to go with it
What do you like best about the product?
The ability to add multiple phone numbers for $1/ea/mo makes expanding the system for multiple locations very easy. The rules to route tickets by are straightforward and easy to configure.
What do you dislike about the product?
The API is very limited, making it difficult to communicate with external systems. And the voice prompts for the phone system are fairly limited, too.
What problems is the product solving and how is that benefiting you?
We are using it to capture quote requests and follow up with contacts to answer their questions before purchasing.
Freshdesk is a great tool for customer support across mutiple teams
What do you like best about the product?
Records conversation and making tickets to quickly update other members of the team about what is going on. Easy to keep track of your tickets and update them when needed
What do you dislike about the product?
The app for the Iphone does not seem as user friendly using as the web browser. It is tough to make a call or bring up the call history as you can in the web browser.
What problems is the product solving and how is that benefiting you?
Taking lead calls and customer calls on a variety of different issues for running a behavioral mental health practice. It helps organize all incoming requests in a way where I can priorities tickets based on urgency.
Recommendations to others considering the product:
If you have questions, utilize their support team who is extremely responsive and can custom make a lot of features to better suit needs
Freshdesk has been a very effective support ticketing system for us
What do you like best about the product?
- Simple, straightforward interface.
- Easy for our customers to use.
- Excellent uptime.
- There are some useful reporting tools
- Nice view filtering options
- Good technical support
- Easy for our customers to use.
- Excellent uptime.
- There are some useful reporting tools
- Nice view filtering options
- Good technical support
What do you dislike about the product?
- Combining/merging tickets can be a bit messy at times
- No way to clear email address blocks other than to contact FD tech support
- No way to clear email address blocks other than to contact FD tech support
What problems is the product solving and how is that benefiting you?
Effective tracking of customer submitted issues, and effective communications with customers
Freshdesk review - the perspective of a company moving away from zoho desk
What do you like best about the product?
The customization and control of automated events is impressive and the analytics is impressive. It's a nice change from the "simplicity" of zoho desk. the general aesthetic is pleasing to the eye.
What do you dislike about the product?
There is not enough customization. For example, if you wanted to set different ticket types and create a to-do list based on what type of ticket it is, its not possible.
The dashboard where you view trends does not give you the ability to quickly view this week compared to previous weeks' tickets.
The dashboard where you view trends does not give you the ability to quickly view this week compared to previous weeks' tickets.
What problems is the product solving and how is that benefiting you?
Our outfit is growing bigger, we need better analytics and more control over how tickets are handled. We like freshdesk because we can set multiple departments under one ticketing system, and track which tickets require one department to handle, and which ones require multi department support.
Recommendations to others considering the product:
It's a good med range solution.
Amazing product, but still improving.
What do you like best about the product?
The Ticketing Feature.
We can share tickets across the company, and provide a lot of info to our customer efficiently.
We can share tickets across the company, and provide a lot of info to our customer efficiently.
What do you dislike about the product?
The inability to customize particular areas of the site.
My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company."
We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.
My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company."
We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.
What problems is the product solving and how is that benefiting you?
We run on a ticket system for our IT support desk. This product gives us the ability to monitor agents as they progress through the system.
It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted.
We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.
It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted.
We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.
Recommendations to others considering the product:
Know what you want before jumping in. Freshdesk offers a lot of content and services, and you can lose focus on what you want. Ensure that you have an excellent foundation before you expand into the apps.
If you are looking to create a customer portal, know what you want to be added. CSS is near unlimited in what it can do. Take advantage!
If you are looking to create a customer portal, know what you want to be added. CSS is near unlimited in what it can do. Take advantage!
Get up and running quick with Freshdesk
What do you like best about the product?
Ease of use combined with great features
What do you dislike about the product?
The software requires a separate phone service (freshcaller)
What problems is the product solving and how is that benefiting you?
It has transformed our service desk providing a very efficient means for tracking and resolving solutions
It saves time which saves money for our company and provides a professional consistent, positive experience for our customers
It saves time which saves money for our company and provides a professional consistent, positive experience for our customers
Recommendations to others considering the product:
Please be patient with the new Mint experience. While there are some bugs, it is extremely easy to switch back and forth from the old and new versions so when I run into an issue I just switch to the old version.
Great tool for managing helpdesk tickets
What do you like best about the product?
Freshdesk is very easy to use and provides a good level of control to the user. The look and feel is very responsive and modern.
What do you dislike about the product?
Sometimes, when resizing the screen, the text fields in the tickets do not resize.
What problems is the product solving and how is that benefiting you?
Enables us to keep track of customer issues and portal to communicate with customers.
Recommendations to others considering the product:
Its simple and easy to use whilst looking very modern and providing you with the necessary controls to manage the support desk.
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