Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Freshdesk Review - IT Level
What do you like best about the product?
Ease of use of the system for both the service provider (Company) and users of the software (Customer) and at a relatively low pricing
What do you dislike about the product?
The lengthy registration process, it is complex as well.
What problems is the product solving and how is that benefiting you?
We were facing complaints related issue with IT department, it was very hard to keep track of the problems reported and the solution proposed. By freshdesk we have sorted that issue and using that we can manage the issues and solutions very easily
Great app for read respond and manage your tickets anytime.
What do you like best about the product?
It Great app for respond and manage your tickets anytime. Helping us to solve clients issue in point and click, best feature is we can create many knowledge articles for clients so it reduces the client's issues and increases better understanding with the product The agent can also improve their performance and we can monitor the agent's performance, can generate report easily. Great feature keep it up
What do you dislike about the product?
Filter options are limited, notification for the new ticket is also missing
What problems is the product solving and how is that benefiting you?
Clients issue and response management, we can generate the reports and we can monitor the agent's performance.we can also create and manage many knowledge articles for clients and easy to share with them, the client can also give us feedback for our articles on freshdesk.
Great Product
What do you like best about the product?
Look and Feel. Speed of the SaaS application. Analytics are great.
What do you dislike about the product?
No US Based support. Most companies will have a support team in the united states to service clients here. Not with Freshdesk. All their support is in india. Which is fine, except when you get someone on the phone that you cannot understand.
What problems is the product solving and how is that benefiting you?
Allows us to organize inbound client requests and assign them to CSRs. Allows us to service multiple channels from one browser window. Voice, email, chat.
Recommendations to others considering the product:
Best one we have used.
Comprehensive Support
What do you like best about the product?
Discovery and search of documentation as well as ease of reporting on and classification of issues.
What do you dislike about the product?
User account management lack of batch capabilities
What problems is the product solving and how is that benefiting you?
We are automating and tracking support and support instances. Providing searchable documentation.
Great helpedesk tool
What do you like best about the product?
Simple and very intuitive to use. Easy to setup and administrate with a great interface.
The integration of support portal and multilanguage options ara very useful.
Good report system. Easy to analyze and understand.
The option to integrate Freshdesk using the API or custom apps ara great.
The most important: Freshdesk support team is amazing. Quick, resolutive amb very kind.
The integration of support portal and multilanguage options ara very useful.
Good report system. Easy to analyze and understand.
The option to integrate Freshdesk using the API or custom apps ara great.
The most important: Freshdesk support team is amazing. Quick, resolutive amb very kind.
What do you dislike about the product?
Some bugs with live chat.
The collision agent system is a bit slow.
Reports options are good but still needs a little depth data.
The collision agent system is a bit slow.
Reports options are good but still needs a little depth data.
What problems is the product solving and how is that benefiting you?
Freshdesk provides us a great communication tool with our customers.
It allows us to integrate different communication channels in a simple way.
It also helps us with its multilingual support portal to offer documentation to our customers. All this with a simple interface to use that, as administrator, saves us a lot of time.
It allows us to integrate different communication channels in a simple way.
It also helps us with its multilingual support portal to offer documentation to our customers. All this with a simple interface to use that, as administrator, saves us a lot of time.
Recommendations to others considering the product:
Freshdesk has a simple and intuitive interface and a great support team.
Great support tool
What do you like best about the product?
There are few things which I love about Freshdesk are
1- Great interface
2- Simple navigation
3- Offers many customizations
4- Freshdesk support team
The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.
1- Great interface
2- Simple navigation
3- Offers many customizations
4- Freshdesk support team
The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.
What do you dislike about the product?
I would not say dislike as it is a very strong word but I feel Freshdesk can improve lot on below two points.
1- Though the software is not that much buggy but I am must say it is slow.
2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.
1- Though the software is not that much buggy but I am must say it is slow.
2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk mainly for email support and platform support.
Recommendations to others considering the product:
I would strongly recommend Freshdesk as it is easy to setup, have some awesome customization, have a really good support team who is always there to help you with your questions. I just love using Freshdesk.
Though there is room for improvement, I am pretty much sure Freshdesk team is working on it.
The new UI is a little bit buggy and slower.
I still do not find any dedicated success manager who can help us to better structure our support process. If I could find the best practices among support standard that would be awesome
Though there is room for improvement, I am pretty much sure Freshdesk team is working on it.
The new UI is a little bit buggy and slower.
I still do not find any dedicated success manager who can help us to better structure our support process. If I could find the best practices among support standard that would be awesome
Freshdesk good but could be better
What do you like best about the product?
Easy to offer support, automation is comprehensive
What do you dislike about the product?
Rules could ofer more automaton, inline screenshots for users during chat too
What problems is the product solving and how is that benefiting you?
Customer support and support desk articles and live chat
Super Online Tool for me and my customer
What do you like best about the product?
It is easy to deploy. It is not forcing me to deploye on my own domain (Server) so the resource load is zero.
What do you dislike about the product?
I am using various available function in freshdesk. One of them is creating support ticket based on email. Many times emails are SPAM and freshdesk creates the support ticket against that email. In short the auto SPAM identification mechenism for email to ticket creation is a requirement.
What problems is the product solving and how is that benefiting you?
I have a small web hosting business. To assist the customers, I created many helping articles (knowledgebase). Freshdesk provided me plateform from where I can easily create new article and publish them including a good searching facility for the customers. The login handling was also a requirement for support panel to manage the support tickets by the user and I am glade this is also available here including login from other applications (like facebook account).
Recommendations to others considering the product:
I have used freshdesk since years for support ticket and knowledgebase articles over my website (groupaaa.com). I must say it is best with full of useful features. There are many additional features in upgraded package but I must say that the free plan is also covered for small business like mine.
Great Features for a Startup
What do you like best about the product?
Visually appealing. Easy to setup public and private forums.
What do you dislike about the product?
It's not easy to see which features are available on each package.
What problems is the product solving and how is that benefiting you?
We maxed out the number of users on our free zendesk account and it was too expensive for us to upgrade. Freshdesk was priced right and had similar features
Recommendations to others considering the product:
Integrate the live chat and phone apps into Freshdesk to keep all incoming channels of support consolidated.
Freshdesk is easy to use and intuitive
What do you like best about the product?
I enjoyed the simple interface and the variety of features included inside the free version of Freshdesk. Among them, the ability to create tickets via email, the simple interface which allows one to manage tickets, and the database of users and companies who make contact with you via Freshdesk.
What do you dislike about the product?
I like using the knowledgebase, but I wish that there were more options for importing/exporting articles, and that the editor was a little better.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to stay in touch with members of our site who encounter issues or have questions. Through its management system, it is very easy to follow up on these messages once they are converted into tickets.
Recommendations to others considering the product:
Plan out your overall strategy for serving your customers, then look at Freshdesk to see where it fits in.
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