Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Stable but not customizable
What do you like best about the product?
Ticket management and notifications are very good
What do you dislike about the product?
Analytics could be better when compared with Hiver.
What problems is the product solving and how is that benefiting you?
Easier for the customer and easier for us to connect better and resolve problems over a few chats.
A great alternative to other ticket systems
What do you like best about the product?
Freshdesk is one the quickest ticket systems to set up I have ever worked with. We are still on the Garden plan, which is old and still supported. Freshdesk is always there to help us if we run into an issue.
What do you dislike about the product?
Since we are on the old plan, they build new features for other projects and do not include them in the Garden plan. Some of the requests we had were very basic. It feels like they are forcing us to move to the next plan to increase a simple request.
What problems is the product solving and how is that benefiting you?
We have one place to look for all requests coming from customers. We use to use email for support, but at times, emails got lost or files away in the wrong place. If I need to find a ticket of one customer, all I have to do is enter the email address, and I will see all tickets related to FreshDesk.
Efficient Customer Support and Engagement with Freshworks
What do you like best about the product?
The range of products: Freshworks offers a comprehensive suite of software products, catering to various customer engagement needs. Whether it's customer support, sales, marketing, or project management, Freshworks provides a solution for each area, allowing businesses to streamline their operations and improve customer experience.
Automation capabilities: Freshworks excels in automating repetitive tasks, saving time and improving efficiency. From ticket management to lead nurturing, the platform offers powerful automation features that help businesses streamline their processes and focus on delivering better customer service.
Automation capabilities: Freshworks excels in automating repetitive tasks, saving time and improving efficiency. From ticket management to lead nurturing, the platform offers powerful automation features that help businesses streamline their processes and focus on delivering better customer service.
What do you dislike about the product?
Pricing structure: While Freshworks offers a range of plans tailored for different business sizes, the pricing structure can become costly as additional features and users are added. This might pose a challenge for smaller businesses with limited budgets.
Limited customization options: While Freshworks provides solid out-of-the-box functionality, customization options can be limited for businesses with unique requirements. Some advanced customization options may require technical expertise or additional assistance from the Freshworks team.
Limited customization options: While Freshworks provides solid out-of-the-box functionality, customization options can be limited for businesses with unique requirements. Some advanced customization options may require technical expertise or additional assistance from the Freshworks team.
What problems is the product solving and how is that benefiting you?
Streamlining customer support: Freshworks provides a centralized helpdesk solution (Freshdesk) that enables businesses to efficiently manage customer inquiries, track tickets, and provide timely resolutions. This streamlines support processes and improves response times.
Overall a great product to manage tickets and and templates
What do you like best about the product?
Complex features that allow for good ticket managing, workflows and setting up templates for different types of tickets.
What do you dislike about the product?
The interface is challenging at times to automate and scale, and isn't very AI friendly in terms of connectors to chatgpt or google gemini.
What problems is the product solving and how is that benefiting you?
Ticket queues, SLA tracking with reporting and escalation management.
oevrall good with a few hiccups
What do you like best about the product?
tickets are fast, user friendly system, data extraction
What do you dislike about the product?
support speed, communication sometimes, graphics are not constant
What problems is the product solving and how is that benefiting you?
chat support, email support.
Good experienc
What do you like best about the product?
It is easy to set up. I like the interface.
What do you dislike about the product?
There is no API to massivelly donwload all the articles from the solution.
What problems is the product solving and how is that benefiting you?
I can better control the multiple paralelle conversations with the same customer accross diferent teams.
Intuitive and easy to navigate
What do you like best about the product?
User-friendly interface: Freshdesk has a clean and intuitive interface that makes it easy to navigate and use, even for those who are new to help desk software.
Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.
Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.
Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.
Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports.
Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.
Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.
Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.
Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports.
What do you dislike about the product?
While Freshdesk is a reliable and efficient help desk software, there are a few downsides to consider:
Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.
Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.
Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.
Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution.
Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.
Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.
Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.
Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution.
What problems is the product solving and how is that benefiting you?
Freshdesk is a really nifty help desk software that tackles a lot of the common customer support issues businesses face. For me, it's been a lifesaver in terms of streamlining communication with customers. All their inquiries and issues are centralized in one place, which is a huge relief when you're dealing with a lot of different channels.
Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster.
Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster.
Powerful product
What do you like best about the product?
Creation of parent/child tickets; custom categories for reporting; ability to customise messages to clients.
What do you dislike about the product?
Can be glitchy - over the course of 12 months, the STMP settings have frazzled and needed intervention from the Freshdesk tech team.
What problems is the product solving and how is that benefiting you?
They allow us to ticket issues, which is more appropriate than email chains that can go on forever. It also means that multiple staff can take responsibility for the helpdesk inbox at different times.
Great CRM. Easy to deploy, maintain and customize.
What do you like best about the product?
Recently they introduced threads which is useful for internal discussion
What do you dislike about the product?
The leaderboard is taken off so the competitive edge between agents is lost almost
What problems is the product solving and how is that benefiting you?
Non-telephonic support. Work from home supported globally.
A very good cooperation with everything necessary to maintain a successful business relationship
What do you like best about the product?
Definitely the customer service! The customer success managers and technical support are fantastic. You always get a competent answer quickly and they take care of any concerns you may have. The service seems to be working around the clock, and you get answers sometimes at times you wouldn't expect, within minutes. Thank you for the great service!
What do you dislike about the product?
Some features that we would like are on Freshworks' development roadmap, but the implementation of the roadmap is sometimes unreliable. IT projects can of course always be delayed, but this has happened several times.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we have a helpdesk tool that allows us a lot of customization without coding effort (and thus dependence on software developers).
In addition, Freshdesk offers many plug-and-play solutions for automations and wording, which is very important to us.
In addition, Freshdesk offers many plug-and-play solutions for automations and wording, which is very important to us.
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