Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Like it!
What do you like best about the product?
The possibility to use it for free for an extended period to get used to the interface, in my free time. I like the interface (it seems clear to me), the facebook integration and the possibility to create groups of people and merge tickets. I like to have the app for ipad and iphone.
Their customer support seemed very responsive, and it’s quite a necessary feature for a “customer support application “.
Their customer support seemed very responsive, and it’s quite a necessary feature for a “customer support application “.
What do you dislike about the product?
I did not find anything I might say I dislike.
What problems is the product solving and how is that benefiting you?
Customer help desk
Quick and efficient responses
What do you like best about the product?
Very fast response and the agents are very kind.
What do you dislike about the product?
We had a bigger problem related to our phone and the solution was win 2-3 weeks and we still don;t know what was the issue... so we don;t trust this service.
What problems is the product solving and how is that benefiting you?
We are still in testing phase
Used for opening tickets
What do you like best about the product?
Easy and simple interface. Invited by my company and I use it about 1-2 per month. It's branded with the company logo and contains a lot of useful information in the knowledge base.
What do you dislike about the product?
I am not aware of all of the features, but I only dislike having to login to a new service for opening tickets. The layout of the knowledge base is difficult to navigate. I would prefer a wikipedia-type layout and easy search function.
What problems is the product solving and how is that benefiting you?
Easy to contact my company and get answers fast. There's a message board and case log for frequently asked questions.
Recommendations to others considering the product:
My company uses this service, and it works very well. I am not sure of the price or difficulty of use.
Fresh and usefull for most business
What do you like best about the product?
Integration with email and automation provide us a way to integrate with our RMM
What do you dislike about the product?
Hours report shuld be more powerfull. Exporting it in csv is broken if hours note contain CR
What problems is the product solving and how is that benefiting you?
Vette Schedule for work. Better Relation with customer.
Robust & Easy to use
What do you like best about the product?
Out of the box it had most of what we needed. That made setup trivial, just a few tweaks. We spent the bulk of our time doing final testing to find any bugs.
What do you dislike about the product?
Tech support does not speak English as a primary language. We've had some confusion due to that.
What problems is the product solving and how is that benefiting you?
We moved to Freshdesk looking for a better IT ticketing system that offered solid analytics to drive decision makeing.
Recommendations to others considering the product:
Push them on pricing a bit, they do negotiate.
ESL teacher
What do you like best about the product?
I like that this helps with direct communication with the parent company. It is an easy way to track conversations about issues or requests.
What do you dislike about the product?
There are many categories and sub categories when writing a ticket. Sometimes it is difficult to find the correct sub category.
What problems is the product solving and how is that benefiting you?
Communication
Useful product and helpfull support
What do you like best about the product?
Ease of use and able to customize to my needs
What do you dislike about the product?
Tickets can not be linked unless you have a special link ticket. Be nice to just link related tickets
What problems is the product solving and how is that benefiting you?
Better time management
Friendly Staff and Prompt Response
What do you like best about the product?
When I had an issue with the Freshdesk application itself, it was nice to know that there are staff members eager to assist. They were very friendly and were curious as to the root cause of my issue.
What do you dislike about the product?
The response time could have been a bit better.
What problems is the product solving and how is that benefiting you?
We have a helpdesk where our users can submit tickets when they have issues.
Excellent in the product they sell
What do you like best about the product?
You sell a customer service product and Freshdesk gives the best example how to treat their customers. Fast and clear answers and quick contact.
What do you dislike about the product?
I am sad to say that i don't like the pricing system. I would have gone op long ago if it was not forced per user. Because of this you cant go for features you want just for a selected group of users.
What problems is the product solving and how is that benefiting you?
I can focus on what my company is good at and i can use Freshdesk to support me in the customer support department. With this everybody does what he or she is good at
Recommendations to others considering the product:
First take a good look at what you need and will need in the future. It is important to know your features before you start
A solid platform with only a few minor drawbacks
What do you like best about the product?
An extensive functionality of the platform. Whatever functionality I ever think of - I can find it already implemented there.
Ability to integrate Freshdesk into our mobile app.
A great search in the self-help page.
Ability to integrate Freshdesk into our mobile app.
A great search in the self-help page.
What do you dislike about the product?
The fact that our account has been suspended because of being late with the payment. Even though banks were not working in our country due to Christmas Holidays that is the biggest holidays throughout Europe.
What problems is the product solving and how is that benefiting you?
We are solving business - end user communication problem.
Recommendations to others considering the product:
Staff is very helpful in the very beginning which is really important as it's not very easy to setup the platform and customize it yourself.
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