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.
At a very attractive price Freshdesk makes support easier
What do you like best about the product?
Tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, great customer service, RingCentral directory automatically syncs with the Freshdesk database and associated existing tickets on file, integration of a company wide ticketing system, Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). Can create up to 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection
What do you dislike about the product?
lack of customizations and that some features are hardcoded, day passes not included in subscription plan, Change management functionality would be a plus, wish I could customize activity reports and the agent quests and badges to be more applicable to our work,
What problems is the product solving and how is that benefiting you?
customer communications and agent accountability
Easy to use, but basic package has its limitations
What do you like best about the product?
Overall solid product. Easy to learn and use. Allows for multiple people to be work on the same queues and multiple email addresses to route to the right queues.
What do you dislike about the product?
Trying to track threads for a ticket can get confusing. Sometimes hard to follow.
What problems is the product solving and how is that benefiting you?
Allows us some good reporting. It allows us to refer our customers to one place to get help.
Best CRM app for organization
What do you like best about the product?
Merging of tickets
Version of tickets
managing tickets
customize reports as per requirement
customize client portal & admin portal
Version of tickets
managing tickets
customize reports as per requirement
customize client portal & admin portal
What do you dislike about the product?
Not much as per the price all expected features has been delivered.
What problems is the product solving and how is that benefiting you?
Handling of tickets made easy with smooth transition & with minimum complexity
Recommendations to others considering the product:
Its easy fast handy & friendly to use as its simple & manageable
Happy to help Clients through Freshdesk portal
What do you like best about the product?
Freshdesk comes up with advanced feature of customization.
It also make ease for creating and managing the tickets.
SLA management and Response automation is excellent.
Dashboard gives the current status of all responses in addition with graphs structure.
Report generation with customers feedback and responses is great.
User Friendly
Creating Canned responses, articles, templates and other Helpdesk productivity makes more handy for use.
For email support each user get clear idea about their productivity.
It also make ease for creating and managing the tickets.
SLA management and Response automation is excellent.
Dashboard gives the current status of all responses in addition with graphs structure.
Report generation with customers feedback and responses is great.
User Friendly
Creating Canned responses, articles, templates and other Helpdesk productivity makes more handy for use.
For email support each user get clear idea about their productivity.
What do you dislike about the product?
There is no con's we faced while using Freshdesk, you will face issues or difficulties when Freshdesk new update runs.
What problems is the product solving and how is that benefiting you?
Average costing for Enterprise, Great product for your organization, You will not disappoint managing as a User or Administrator
Recommendations to others considering the product:
It is profitable and also more reliable instead of other Helpdesk. We recommend you to use once and you will not disappoint from the product.
Reliable Support Ticketing Sytem
What do you like best about the product?
I like the way how convenient it to use.
What do you dislike about the product?
None, so far. As I have mentioned, it works well on our end.
What problems is the product solving and how is that benefiting you?
As a customer support representative, Freshdesk help us a lot in communicating and benefit us to achieve faster communication with our customers.
Recommendations to others considering the product:
Freshdesk is the number one most reliable form for a complete solution in the companies to support their customers. It has powerful and usable features.
Amazing User Interface
What do you like best about the product?
Freshdesk is the easiest customer service software to setup I've ever used. You can create multiple brands all with their own domains, email addresses, etc.
What do you dislike about the product?
Freshdesk is pretty behind for automated chatbots - they don't offer any native solutions for this. You can get some add-ons but Freshdesk doesn't have as many options as Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has help us organize our customer service department. We can manage our different brands all through different channels all under one window.
Freshdesk user review
What do you like best about the product?
I love the live chat and how you can see if your customers are visiting your site. You can as well initiate the chat for customers that are online when there is an urgent matter that you need to communicate with them.
What do you dislike about the product?
The Ticket Summary on the Dashboard page. I think it should be shown as Open, Waiting on Customer, Due Today, Pending and Overdue. Since we don't usually get to have a ticket to be overdue. As much as possible, we attend to open tickets and resolve them.
What problems is the product solving and how is that benefiting you?
Customer Issues on their network, SIMcard orders, trouble shooting, promotions and other marketing leads, follow ups, etc. Benefits would be that I am able to communicate easily with customers through chat, email, ticketing system, notes and calls. Communication is very important and I am happy that Freshdesk provides it very well.
Recommendations to others considering the product:
Try to make use of its features more and you'll get to love it as much as I do. I have continually recommend this platform to my friends so they can experience the ease in a support platform. I must say it has been very helpful and I am thankful that we are using it since the business has started. Our customers love our support and they are happily giving feedback whenever they have the chance to. So, we are very much delighted with the outcome of our work.
The best helpdesk for our business
What do you like best about the product?
Freshdesk is clean and simple to us. That doesn't mean that it is lacking in features. Freshdesk has excellent reporting and analytics. Great API support for our developers to tie in our solutions. We also use the chat and telephony features. The support article ability is also feature rich and easy to use. It's automation features are easy to set up .
What do you dislike about the product?
Development roadmap is not transparent and updates are few and far between - but it's difficult to make something this good - any better.
What problems is the product solving and how is that benefiting you?
We needed a simple but powerful helpdesk to support our customers. It's clean interface and ease of use for our customers raises satisfaction.
CSR Support
What do you like best about the product?
The ease of contacting, tracking and keeping a record of the conversations between us and our clients
What do you dislike about the product?
Email issues with bounced back email notifications, rest is all good
What problems is the product solving and how is that benefiting you?
The system is great for tracking alerts and following up with comments and history of events
Recommendations to others considering the product:
Easy to use tracking programs for follow-ups on alerts and/or complaints. Easy to know who said what and when they said it.
Customer support made easy
What do you like best about the product?
I like loads of features and integration given by freshdesk, the ability to integrate using external APIs, using this to integrate with your mailing server and send support emails. Can track status of tickets and set the priority. Create your own knowledge base and did I tell you it is all for free?
What do you dislike about the product?
The UI is a bit old, although they are working on it I guess because recently they moved everything to freshworks
What problems is the product solving and how is that benefiting you?
I use freshdesk to track the whole support system for my client, they have their own account to directly get in touch with us if having some trouble
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