Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Easy to use and effective
What do you like best about the product?
Freshdesk is easy to use and manage for our small support team. We can create and tag tickets easily. It has tremendous capabilities if we want to use it for more ticketing automation. It allows us to forward in requests and it figures out who the requester is with remarkable efficiency, which helps us greatly for billing. The pricing options start at free and then move up at reasonable rates.
What do you dislike about the product?
Like all support products, it is "clicky" for manual ticket entry. There are different pricing options and all team members need to be at the same level.
What problems is the product solving and how is that benefiting you?
Improves capture of tickets and billable time tracking
Recommendations to others considering the product:
Freshdesk has good integration with other cloud vendors; it is competitive with ZenDesk and other support tools. The overall value is there if other tools are not deeply embedded.
Smart, stable, easy to customize!
What do you like best about the product?
Manage tickets easily, split between agents on the fly, and build your knowledge base. Being able to control which types of client users have access to certain articles in the knowledge base is also excellent.
What do you dislike about the product?
Ticket status assignment is a bit tricky, and a little on the rigid side. Watch for automatic ticket status update settings, as these settings can sew confusion that is very hard to track down.
What problems is the product solving and how is that benefiting you?
We had a hard time managing open issues and client expectations before Freshdesk. Being able to manage all open issues by client, assign tickets directly to technical agents, and use Supervisor and other tools in the Freshdesk suite to provide oversight allowed us to scale our company 3x over one year.
Recommendations to others considering the product:
If your development team is using an agile software solution such as Jira, build your help desk to streamline with your dev team. If they are using something less developer-centric, like Trello, Freshdesk provides an essential function that can make a massive difference.
Adequate features and price levels for our needs
What do you like best about the product?
Freshdesk offered us a very cost effective, powerful platform to deliver a help desk/solutions knowledge base to our customers around the world, 24/7. With multiple levels of service and pricing, Freshdesk has one of the most competitive offerings on the market. The ability to add canned responses for repeat questions allows us to save time on the phone by directing customers to accurate, already written responses with pictures and instructions. This alone has saved significant time in repeating of tasks. The number of different support channels powered by Freshdesk is very impressive, and the ability to manage all levels of support from one centralized dashboard offers streamlined convenience for many businesses. Also, the ability to grow and scale as your needs change is very nice.
What do you dislike about the product?
The initial setup can be slightly complicated until you tweak the settings to exactly how you want it. Ticket assignment rules, etc. could be slightly more intuitive. The layout of pages, etc. is not quite as easy to manage as I had hoped, but once you get the feel for it it isn't too bad. The customization could be a little better, and the look could be a little more "fresh."
What problems is the product solving and how is that benefiting you?
Customer support, knowledge base, help desk. Centralized management of customer support issues. Time savings vs on the phone support, less repeated support queries.
Recommendations to others considering the product:
Compare the pricing and product levels of Freshdesk to the closest competitor, much more bang for your buck.
Fresh desk Review
What do you like best about the product?
best customer service platform out there. I would not leave Freshdesk for anything.
What do you dislike about the product?
There is really nothing I would change. The only thing I would change is that they have to tell people when they are recording calls because it is illegal in the United States to not tell people when a call is being recorded.
What problems is the product solving and how is that benefiting you?
We needed an easy way to do customer support. Freshdesk has really helped us do support.
Get the most out of providing support for your customers with Freshdesk
What do you like best about the product?
The filtering feature allows for us to see tickets located in the many different departments on our team. We are also able to categorize tickets accordingly and move them into their designated queue which allows us to organize tickets, and stay efficient.
What do you dislike about the product?
There are times where running the report feature can be a bit 'janky' in the sense that it does not present accurate data or sometimes, no data at all. This is a rare occurrence however. Apart from that, Freshdesk is practically always in an operative state.
What problems is the product solving and how is that benefiting you?
My particular department specializes in providing technical support for end users and clients, as well as internal support for employees within our company. Freshdesk allows us to classify the tickets in a very granular manner. You can specify the product the ticket is pertaining to, the team it should belong to, and you can update the ticket once it has been resolved or closed.
Recommendations to others considering the product:
Classify your tickets in as granular a manner as possible to help keep them organized.
Looking for a multi-channel system to support your business ? Do not exitate, look to freshdesk !
What do you like best about the product?
Freshdesk helps you to build a support system quickly, and let yu to custom it in a very simple and intuitive way.
Multichannell support capability, from telephone to mail, mobile and socials: all under your full and complete control, while price plans allow you to tailor the system to your real needs
On the other end, if you need more you have the possibility to get it through additional scripts
And, last but not least, support is very efficient: ask a question and you'll get an answer before your coffee get cold !
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Multichannell support capability, from telephone to mail, mobile and socials: all under your full and complete control, while price plans allow you to tailor the system to your real needs
On the other end, if you need more you have the possibility to get it through additional scripts
And, last but not least, support is very efficient: ask a question and you'll get an answer before your coffee get cold !
,
What do you dislike about the product?
IVR definition should allow to set a tree for non-business ours int the same way available for business ours
Shifts should be managed during business ours
Customization should include some private language dictionary
Shifts should be managed during business ours
Customization should include some private language dictionary
What problems is the product solving and how is that benefiting you?
Multi-product multi-channel support
Great helpdesk software enabling increased productivity for company
What do you like best about the product?
Ability to help staff efficiently manage inbox and statistics to continuously improve customer service. Ease of use for administrators to manage account.
What do you dislike about the product?
Limited features for lower tier plans, especially for Reporting. If we want to see more statistics, we would have to upgrade to an advanced plan.
What problems is the product solving and how is that benefiting you?
Business problems we are trying to solve is enhanced customer service and increased staff productivity. We have seen more efficiency in their daily work life and more transparency for managers to see how long it takes to reply to customers. We are able to better allocate the workload to all our agents after seeing how the tickets are distributed.
Recommendations to others considering the product:
Great value for helpdesk software. Amazing attentive support team. Highly recommended for SMEs.
Simple to use and has good features
What do you like best about the product?
Simple to use, nice interface. Does what it says on the tin.
What do you dislike about the product?
Some of the setup is not so intuitive, for example looking to find where certain settings are is not obvious.
What problems is the product solving and how is that benefiting you?
Wanted a ticketing system to help track support requests
Recommendations to others considering the product:
The product has a broad range of features and can be configured to meet most requirements. Setup is a little confusing but it is worth persevering as once setup it is a great tool.
Fantastic ticketing system!
What do you like best about the product?
I love the way you can gamify the ticketing. The system has games built in that give awards and ranks for service people, to help motivate them to serve the customers better.
A really useful part of Freshdesk is the tags that get applied when a ticket is updated; in your ticket view, you'll see a blue tag on each ticket that has received a response, and a red dot on the ones that are overdue, so you can really focus on the issues that need attention most urgently..
I also like being able to filter the tickets to see only those assigned to a specific agent. Even better is the ability to purchase 'day passes' which you can give to anyone so they can be an agent for a day - saves you having to buy another agent seat if you just need someone to view a ticket or two but they won't be handling tickets on a regular basis.
A really useful part of Freshdesk is the tags that get applied when a ticket is updated; in your ticket view, you'll see a blue tag on each ticket that has received a response, and a red dot on the ones that are overdue, so you can really focus on the issues that need attention most urgently..
I also like being able to filter the tickets to see only those assigned to a specific agent. Even better is the ability to purchase 'day passes' which you can give to anyone so they can be an agent for a day - saves you having to buy another agent seat if you just need someone to view a ticket or two but they won't be handling tickets on a regular basis.
What do you dislike about the product?
sometimes tickets can get ridiculously long and hard to find new entries, since they quote the old email strings. Especially when someone adds a note, it creates another note automatically from an agent that says a note was created, so it makes it hard to see the new entries and who wrote them.
One minor dislike is that after I'm finished with a ticket and I close or resolve it, it doesn't take me back to the ticket view so I can see all the other tickets I'm working on, nor does it give me a link to go to the Dashboard, where I can see a history of the tickets that are currently open and choose to go to one based on how recently it was updated. Would be nice to have that function, or at least a link to go to the Dashboard after closing a ticket.
Occasionally one of the screenshots I include in a ticket is unable to be viewed by a recipient, though this may be a setting on their browser more than a failing on Freshdesk's side.
One minor dislike is that after I'm finished with a ticket and I close or resolve it, it doesn't take me back to the ticket view so I can see all the other tickets I'm working on, nor does it give me a link to go to the Dashboard, where I can see a history of the tickets that are currently open and choose to go to one based on how recently it was updated. Would be nice to have that function, or at least a link to go to the Dashboard after closing a ticket.
Occasionally one of the screenshots I include in a ticket is unable to be viewed by a recipient, though this may be a setting on their browser more than a failing on Freshdesk's side.
What problems is the product solving and how is that benefiting you?
all our support emails are now contained in the ticketing system so the entire team can handle them. We also have service levels and reminders so that not only do customers get an acknowledgement of their issue, the service reps get notified as soon as a new ticket is created.
The automations and canned responses are huge time savers. I use canned responses ALL the time, and the automations are fantastic for helping us stay organized and get repetitive tasks done automatically.
The automations and canned responses are huge time savers. I use canned responses ALL the time, and the automations are fantastic for helping us stay organized and get repetitive tasks done automatically.
Recommendations to others considering the product:
Fill out your canned responses with step-by-step instructions and screenshots - it will save you TONS of time and headaches.
Take advantage of the arcade - it's a fantastic way to motivate your support team, and the leaderboard really helps keep them engaged.
Take advantage of the arcade - it's a fantastic way to motivate your support team, and the leaderboard really helps keep them engaged.
Great support desk service, great for small teams
What do you like best about the product?
We were able to use this service for free for under 3 users which was key in searching for support desk software.
The UI isn't the best but it's friendly enough for the average user.
The UI isn't the best but it's friendly enough for the average user.
What do you dislike about the product?
Sometimes there is no name to fill in when you reply to a ticket.
What problems is the product solving and how is that benefiting you?
Easily tracking support tickets in one place. Easier communication between internal teams of issues that arise for users.
Recommendations to others considering the product:
Definitely a good alt. to bigger support desk services.
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