Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk is as fresh as your real customer support desk!
What do you like best about the product?
What else you need! All customer support features right in front of you. You manage all your customer conversations at a place. All support requests are there in inbox and you can take immediate action to resolve all.
What do you dislike about the product?
Flow of features and menu can be made somewhat better! If they are reorganized in a better way to improve customer experience, then it will be great!
What problems is the product solving and how is that benefiting you?
many things- Customer support management, management of conversations, measuring performance of support team, increasing productivity.
Recommendations to others considering the product:
Very good application to bring your support process to the next level.
Out with the new and bring back the old
What do you like best about the product?
I do like that you can set up scenarios and canned responses to help make ticket answering quicker
What do you dislike about the product?
The forced change to their new version, where there are script bugs that cause images to jump, hyperlinks don't work, you can no longer combine scenarios and quick responses. The useful short keys are gone. The system no longer flows.
What problems is the product solving and how is that benefiting you?
Everyone can see the responses, who touches tickets and easily see additional tickets
Freshdesk Review
What do you like best about the product?
Simplicity is the best part of this program for me.
What do you dislike about the product?
Dislike the fact that the customer side is a little more cluttered then the worker side.
What problems is the product solving and how is that benefiting you?
Benefits is that it's a lot more easy to use then most programs. Problems that are being solved are the more frequent questions that are being asked in person rather than being asked online.
Recommendations to others considering the product:
Try it out! See how you like it!
Great Experience Getting Started with Freshdesk
What do you like best about the product?
The support from the demonstration and sales teams were brilliant while getting us set up, especially compared to a particularly bad experience we had with Zendesk (which put us off at the first instance!) The demo was tailored to our particular needs and all our questions were answered quickly.
What do you dislike about the product?
We find that there are only one or two features we would want from the tier above ours, but the leap in cost is too much for a very small team of support staff.
What problems is the product solving and how is that benefiting you?
We were using Jira help desk and finding it very inefficient in many ways. Freshdesk enables us to be far more efficient, particularly in terms of SLAs, ticket meta data and integration of help documentation. Our customer self-service has been fairly nonexistent until now!
Recommendations to others considering the product:
Lower tiers are great for start up/small number of agents. I would say it is less feature-rich than Zendesk, for example, but for a smaller team/non sales-based company Freshdesk was much more user friendly for us.
Works well
What do you like best about the product?
Would recommend it to everyone I know thank you
What do you dislike about the product?
Nothing it works fine for me and my coworkers
What problems is the product solving and how is that benefiting you?
None so far
Just amazing! Need support service? Give it a try
What do you like best about the product?
It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events.
All its features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.
All its features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.
What do you dislike about the product?
Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years.
What problems is the product solving and how is that benefiting you?
It has helped to get much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc.
Recommendations to others considering the product:
Time saving functionality on many levels. Less emails in your inbox, and less hitting the forward button. Best part, if you're using Zendesk, you can import your emails from there when you get started. You gotta try it.
It makes customer service easier.
What do you like best about the product?
You can set it up very easy, just by a sign up it's all working and running perfectly. It has a lot of features, the way tickets are organized make it easy to find them and answer. It provides accurate information you can use. With this tool we are able to see what our clients think and what they need.
What do you dislike about the product?
Sometimes it has a little bit of delay orlag. But despite of that it works as expected.
What problems is the product solving and how is that benefiting you?
Providing customer support to our clients all over the world. Either y direct link or email, they can just get in touch with us.
Recommendations to others considering the product:
It will be perfect if your company needs a customer services solutions. For this price you won't get anything better, even if it's other product of higher price.
Great Support Platform
What do you like best about the product?
Lots of features, very good reliability. Flexible permissions
What do you dislike about the product?
The setup interface could be streamlined a bit more. But overall it is fine.
What problems is the product solving and how is that benefiting you?
Customer Support is managed through FreshDesk
Recommendations to others considering the product:
A strong alternative to Zendesk. I would look at Help Scout for an alternative type system if it would work with your business. We are very happy with FreshDesk and continue to use it.
Easy to Use
What do you like best about the product?
Freshdesk is super easy to use. Each ticket is easy to track and see who is working on it at one time.
What do you dislike about the product?
The resources and knowledge base are not super helpful.
What problems is the product solving and how is that benefiting you?
Ticketing for our Workforce Management team.
World's okayest helpdesk
What do you like best about the product?
It has a great interface that's pretty easy to understand, and a lot of functionality that can be added with apps, etc.
What do you dislike about the product?
It freezes and crashes a lot. Sorting tickets and getting good data out of tickets is a chore and basically impossible without adding an analytics app or an app that allows you to pull tickets into Excel, which is sort of ridiculous. Knowledgebase management leaves something to be desired.
What problems is the product solving and how is that benefiting you?
Help desk and knowledgebase
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