Freshdesk
Freshworks Inc.External reviews
3,455 reviews
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Customer Center Portal
What do you like best about the product?
Easy configuration and setup.
Support team is professional and available
Support team is professional and available
What do you dislike about the product?
Lack of flexibility in the manner of GUI customizations
What problems is the product solving and how is that benefiting you?
Our new customer center portal was deployed in a short time
Head of customer support
What do you like best about the product?
Easy and flexible. The app store & the new features rolled up regularly.
A good follow up by the CS team.
A good follow up by the CS team.
What do you dislike about the product?
The lack of analytics & advanced filters.
The poor search tool.
The poor search tool.
What problems is the product solving and how is that benefiting you?
Customer support. Handle & follow efficiently incoming requests.
They solve my problems
What do you like best about the product?
I love the mobile apps, allow me to attend my client request immediately.
What do you dislike about the product?
This is specifically for Zoho, too many products that can be integrated.
What problems is the product solving and how is that benefiting you?
Software support for my app.
My helpdesk experience with freshdesk
What do you like best about the product?
the overall system is wonderful, I like the seamless integration with e-mail and it is collecting users ID to the directory from their first ticket, the issue tracking was never easier and it helps us decreasing the time of closing items. also, I am talking less to my agents now, with help of notes and attachment it could never be easier.
What do you dislike about the product?
because I don't have the full versions, I wished I could have it materials request, but I learned it is available in the full version
What problems is the product solving and how is that benefiting you?
Currently, IT support is being taken care of
My experience of freshdesk
What do you like best about the product?
Simple,fast,cheap,good customer service.
What do you dislike about the product?
The login issue was the only thing i was having trouble with. Now i am good.We will see!
What problems is the product solving and how is that benefiting you?
I got no problems so far.The only thing i disliked was the login issue which was quickly fixed.The benefits were the easy communication between the clients and the headquarters.Really good and helpful!
Very good Helpdesk solution
What do you like best about the product?
I like freshdesk’s clean UI, and it’s great admin management. Overall it's quite a great product that does it's job well. Also it provides a lot for free which is very nice.
What do you dislike about the product?
I wish the mobile Apps offered more, it seems like to do many functions one must use the desktop app.
What problems is the product solving and how is that benefiting you?
It makes answering support questions a 100 times easier than email.
Great tool and great team
What do you like best about the product?
I really like the way it’s so easy to configure the tool. Intuitive and clear usage. The support team is very reactive ans supportive when contacted by chat or mail.
What do you dislike about the product?
Although the Mint UI is nicer Andy more modern, there are still gaps between the old and new and have an impact act on the agent view and usage. Also, dashboards are not customisable which is something competitors offer.
What problems is the product solving and how is that benefiting you?
Switching to freshdesk helped us force ourselves to rethink how we work and making sure to apply the right way of working.
This change is huge but Freshdesk helps us in the process.
This change is huge but Freshdesk helps us in the process.
Got the answer I needed quickly
What do you like best about the product?
The person I spoke to was well-versed on the issue I was experiencing and could give me the options available to solve the issue
What do you dislike about the product?
Nothing note worthy, but I would have preferred some options to customise how Freshdesk handles threading
What problems is the product solving and how is that benefiting you?
helping internal customers
Move to Freshdesk was the right choice
What do you like best about the product?
The appearance of the interface. The ease of use. Our customers easily transitioned and have provided positive feedback. The customer portal has added value for us. The solution center, we are now building FAQ's for our customers to access. The ability to quickly export out data.
What do you dislike about the product?
Ability to customize a bit more than what is available. More filter options such as being able to exclude one specific customer for example with a "do not show" function instead of using say tags or rules. We've had some issues with notifications/email responses being delayed. Issues with FD third party email. Miss having an auto refresh, it's not available in the standard view which is the preferred view.
What problems is the product solving and how is that benefiting you?
Our customers are able to see all their tickets regardless of who submits, they are managing them more and closing them on their own. Helpdesk activity screen being able to see what is going on at a glance.
Recommendations to others considering the product:
Highly recommend. Easy to learn and use. The mobile app is a great tool as well. The Freshdesk support team is quick to address any concerns or issue. Our team members and customers easily adapted to the new software and it was a seamless transition from our old help desk to our new one.
Easy to use and good customer service
What do you like best about the product?
Freshdesk makes it easy to keep track of support tickets and keep the whole team in the loop. There are so many options that I feel like I am just scratching the surface.
What do you dislike about the product?
They have an easy to use interface but I am still waiting to be able to resize images in ticket responses.
What problems is the product solving and how is that benefiting you?
We work to provide support to institutions across the globe. Freshdesk makes it easy for customers to submit requests and for our team to track progress as we seek to resolve problems and answer questions. Using Freshdesk has helped us gather information for knowledge base articles from responses to questions from our customers. It has also helped us from having support requests slip through the cracks.
Recommendations to others considering the product:
While I am not familiar with a wide variety of support platforms, Freshdesk has been easy to use and fairly self explanatory. We have a variety of support systems feeding information to Freshdesk and have even embedded a support form into our product.
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