Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great Support Tool
What do you like best about the product?
Simple to navigate, not much training required. Agents can just login and start working. Has various customization to suit each business needs and not to forget, has an awesome support team who work with great TAT.
What do you dislike about the product?
The software is at times slow, especially with Live Chat.
What problems is the product solving and how is that benefiting you?
Purely for email and Chat support.
Good Ticketing System
What do you like best about the product?
It links with Olark and other systems so that you can input data from databases without having to manually input everything.
What do you dislike about the product?
Sometimes when you manually add a contact it can take up to 30 minutes to come up in a search. Also it send you messages saying that you didn't close a ticket in 48 hours even over the weekend. Sometimes it takes longer to resolve a ticket and also of course we wouldn't close a ticket over the weekend when we aren't in the office. It's just annoying but to my knowledge you can't turn it off.
What problems is the product solving and how is that benefiting you?
It is easy to search for old tickets.
Bumpy to start but overall good product
What do you like best about the product?
The fact that you can easily review new and old emails as well as add private notes to a colleague to give them quick access to view the ticket. Also I like that you can add solutions so that if you see the same issue arise you are able to view solutions and provide a quick response.
What do you dislike about the product?
Only 3 things really.
1. The emails don't go in chronological order they often stack funny and you have the last email then the first then a bunch in the middle top to bottom.
2. On my version you cannot copy and paste a screenshot in and have it visible to the party you emailed to.
3. You cannot drag attachments in or out of fresh desk you must manually search and load into freshdesk or double click and in freshdesk do a save and attach in outlook or wherever.
1. The emails don't go in chronological order they often stack funny and you have the last email then the first then a bunch in the middle top to bottom.
2. On my version you cannot copy and paste a screenshot in and have it visible to the party you emailed to.
3. You cannot drag attachments in or out of fresh desk you must manually search and load into freshdesk or double click and in freshdesk do a save and attach in outlook or wherever.
What problems is the product solving and how is that benefiting you?
Franchise support tickets. Over 100 franchises rely on us to support them and get them the answers they need. Fresh desk enables us to do that and use it as a team mailbox for the fastest results.
Recommendations to others considering the product:
Good product. Still some hiccups and things I'd like to see fixed but I'm sure that's in due time
Good simple help desk support software
What do you like best about the product?
I like the simplicity of the software. Obviously we shouldn't expect that many features., but in my current company we wanted something simple so we went with Freshdesk.
What do you dislike about the product?
a little pricey for the features they offer. Not too bad though.
What problems is the product solving and how is that benefiting you?
Help Desk tickets tracking.
Recommendations to others considering the product:
just check out your requirements and check them with freshdesk. if Freshdesk can cover them then it's the way to go. simple and fast.
Freshdesk is a Great Scalable Option
What do you like best about the product?
Onboarding, customer management, agent management, and reporting are easy and efficient.
What do you dislike about the product?
The native reporting is not as comprehensive as I would like and I'd like to see more choices for add-ons.
What problems is the product solving and how is that benefiting you?
It made our onboarding process extremely easy, which was one of the biggest complaints we had with our old system, Microsoft CRM.
Recommendations to others considering the product:
It does not support mass emails/email blasts, so you will need to closely evaluate email add-ons. We like MailChimp.
Excellent CS Solution
What do you like best about the product?
- User friendly
- Easy to Implement
- Simple set up
- Great UI
- Customizable
- Outstanding Customer Support
- All-in-one CRM solution
- Great tutorials
- Excellent for small or large teams
- Easy to Implement
- Simple set up
- Great UI
- Customizable
- Outstanding Customer Support
- All-in-one CRM solution
- Great tutorials
- Excellent for small or large teams
What do you dislike about the product?
Could use a few additional functionalities - i.e. the ability to bcc when creating a new ticket. Swapping out from email address. A better solution for AR bounce-issues. (please, see forum feature requests).
What problems is the product solving and how is that benefiting you?
FreshDesk enabled our team to effectively & efficiently consolidate tools for email, phone, & knowledge base and provide support via one platform.
Recommendations to others considering the product:
I would definitely recommend FreshDesk as a CS solution.
Perfect for a growing support team
What do you like best about the product?
It's super easy to train new hires and on-board them onto Freshdesk. If they've any CRM experience in the past it's picked up in a few minutes and everyone else gets it not too much later.
What do you dislike about the product?
It's still missing a few features we'd like to see but we've been using it now for a few years with no real issues so I would consider these nice-to-haves.
What problems is the product solving and how is that benefiting you?
We successfully provide global technical support via Freshdesk to our customers. The ease of use and things like signing in with Google really help us take on new customers with few issues.
Freshdesk is helpful and rather user friendly
What do you like best about the product?
I like that there are a variety of options. I can set the view to most recent, most recently modified, etc. I also like that I can switch between users easily without having to log in and out. I also enjoy being able to loop in other members of my team onto specific tickets. Adding personalized tags is really nice as well. I also really enjoy the classes that they have been putting out recently.
What do you dislike about the product?
I wish customization included a way to remove options you don't use. The screen is very busy when you don't really care about some of the fields. I would be happier if Settings went back easier. When you change to view your Spam folder, for instance, it is kind of a pain to remember to click back to the folder you want before clicking tickets and finding yourself still in the same spot. That is probably user error on my part, however.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide customer support for an MMORPG. It definitely allows for multiple people on our end to jump in and lend a hand.
Recommendations to others considering the product:
Freshdesk is great for customer support. I really find it helpful in so many areas.
One of the easiest and flexible cloud Helpdesk solution
What do you like best about the product?
- Highly flexible - almost everything from the portal design, SLA, support product, etc. can be configured
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
What do you dislike about the product?
- Some functionalities still not available (you can read about them in their support forum)
What problems is the product solving and how is that benefiting you?
We used to have a tough time tracking ticket resolution with SLA and ensuring that we are answering customer's (end user) questions on time and effectively ... now we can!
Simple Ticket Management
What do you like best about the product?
Clean integration of external sources. Availability of open API for further analysis
What do you dislike about the product?
can't currently integrate with our internal communication platform of choice.
What problems is the product solving and how is that benefiting you?
A clean easy system for deploying and managing support tickets. Allowed the management of emails to be moved out and cleaned up our support management flow.
Recommendations to others considering the product:
Cloud based solution gives good flexibility in use
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