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.
So much promise, not quite there
What do you like best about the product?
The idea of a consolidated suite of tools - Freshdesk along with FreshSales, etc seems like euphoria. The integration works well for what it is.
What do you dislike about the product?
The execution of the product is overly confusing. It has a lot of potentials, but the way the features and pricing are handled, the way the admin UI is organized, the nomenclature is off.
What problems is the product solving and how is that benefiting you?
We were trying to find a support platform for our customers with integration into our sales, marketing, and chat functions.
All at one place
What do you like best about the product?
It is a cloud based customer support software. It is most popular help desk tool. It helps to provide great customer service. It incorporates all the services like email, chats, phone calls. Along with them it also integrates social channels like facebook etc. It allows the customer to track the status of their tickets easily.
What do you dislike about the product?
For now i donot have any issue with this software. It is very smooth and stable. It is easy to use.
What problems is the product solving and how is that benefiting you?
Helpdesk is used in my office for customer support. It is used for raising tickets, to send emails, to automate the IT workflow. The UI is simple and thus customer can easily use it. It is linked with social serices like facebook, twitter.
Awesome front desk automation for any IT business
What do you like best about the product?
It helps automate, organize, and manage all our incoming emails. It has a really nice UI and filter features for the incoming emails too. It works great for small and medium businesses.
What do you dislike about the product?
It is a little confusing to get started with at first. Our business does have a wiki that we use for new user documentation though so that helped.
What problems is the product solving and how is that benefiting you?
We solve all our overwhelming email needs with this software. All front staff employees are able to respond to the same emails and have their email chains saved. Awesome tool!
Recommendations to others considering the product:
If you don't have an email solution for your business look into freshdesk it is great!
Freshdesk experience
What do you like best about the product?
The interface is pretty clean and user-fiendly so a team can be set up and ready to go in a short time.
What do you dislike about the product?
The customers' database does not update in real-time, therefore tickets for new customers are unlikely to be opened on the fly since the process takes a couple of minutes.
What problems is the product solving and how is that benefiting you?
Our business is mainly focused on technical support for a VoIP service we provide.
Great product for small business
What do you like best about the product?
The ease of use and ability to white label everything. After a lot of research, I found this was a great solution for my needs.
What do you dislike about the product?
The app is glitchy at times but things are improving quite quickly within the app.
What problems is the product solving and how is that benefiting you?
The ability to track issues and keep a track of it all was huge. Also having a central point for all of our clients was a big plus. Having data at my fingertips has been a great benefit.
Cheaper and simple soft for HelpDesk
What do you like best about the product?
It has a free versión, dont need to install anything, and the client can send request by email if they want. You can use the color of your company and logo too.
What do you dislike about the product?
The Mint interface dont work very well with Internet Explorer 11 and Microsoft Edge. It is not fast to change from a page to another.
What problems is the product solving and how is that benefiting you?
I attend all problem about a main software of my company.
Recommendations to others considering the product:
For small company (50 people or less) I recomend this soft to start as a simple HelpDesk software.
A solid solution
What do you like best about the product?
Freshdesk provides you with the core essentials you need for good customer service. It doesn't have a ton of bells or whistles, but gives you what you need for a growing business. What I most like, is the ability to track tickets across my different employees and drop them into buckets by ticket type.
What do you dislike about the product?
We never really got trained on how to use the application,. Most of it has been a hands on experience with trail and error.
What problems is the product solving and how is that benefiting you?
It allows you to better give support to your customer base. It also helps them get their own support by looking at FAQs and other docs.
Number 1 tool for better supporting customers
What do you like best about the product?
I absolutely love the abilities I've gained with Freshdesk. As a company that is customer-oriented, we needed something to better organize how we dealt with customers and how different sales people and agents are assigned to work with a client. This unifies the whole scope of what we do and also has a beautifully done mobile app.
What do you dislike about the product?
I feel like the software kind of evolves with you as you use it. If I could go back I would setup things a little differently but overall it works great.
What problems is the product solving and how is that benefiting you?
Customer focus, assigning roles, organization, etc
Recommendations to others considering the product:
If you are needing a product that really helps you develop aim and a company wide focus on dealing with customers, please consider this.
Freshdesk is a good entry choice
What do you like best about the product?
UI is easily comprehensible for the most part.
What do you dislike about the product?
Lack of configurability, nickel and diming price setup for extra features.
What problems is the product solving and how is that benefiting you?
We only utilize the helpdesk portion and it does the job well.
Great ticketing system
What do you like best about the product?
Straight forward setup and easy to use. Also I like that I can check/replay/create ticket right from my smart phone.
What do you dislike about the product?
Only thing I disliked is that is didn't find it sooner.
What problems is the product solving and how is that benefiting you?
Need a ticketing system that could be access outside of the network. This solved that problem quickly.
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