Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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External reviews are not included in the AWS star rating for the product.
The only case management software we use and we need
What do you like best about the product?
Freshdesk’s UI is very fast, especially with the latest update, which makes pretty easy to review all the unanswered tickets by adding predefined filters. We can just start using it right away and with no complications. The system do not require any infrastructure on our part because it’s hosted, what represent a huge benefit for us. It has worked well for us, as we have had no issues with the system being unavailable for either agents or customers. Also, we’re able to set the status of the ticket from open to waiting on third party, which is really helpful because we can track the ones which are closed or in revision.
What do you dislike about the product?
It doesn’t have the ability to detect duplicates, at least not in the cheaper versions of the product. Adding this to all Freshdesk plans would be great. When it comes to the Freshdesk’s community, it’s still relatively small. This has a direct impact on the integration it allows. If they could add more ways to make the community grow faster, this would definitely make any integration much more easy to implement. Also, it should include a dark view to bring down the brightness of the app. I ask for this because I occasionally have to work at night and several of my apps come with a “Night Mode” integrated.
What problems is the product solving and how is that benefiting you?
In my company, Freshdesk is considered as our main case management tool. It is mainly used by technical support team, where I belong, and the engineering department. It’s the only case management software we have used in this company and I honestly think it’s good enough and it covers up all of our needs.
Recommendations to others considering the product:
I think Freshdesk is good for tech support and customer support teams with several daily requests. It's really good for a team work style of customer service because you’re able to assign a ticket to a project where all your team can see it.
Perfect for small businesses functioning in a high tech world!
What do you like best about the product?
For one, we were able to make use of the free version of FreshDesk so that's a huge plus and really helps us manage our IT support desk issues. Tracking issues up to the point of resolution is easy and adding solutions to a knowledge base to go back to later is a very feature to have from a free piece of software.
What do you dislike about the product?
For a while the mobile app for iphone was pretty bad for administrators and techs answering support tickets but after the last update some major features were changed and it has gotten better
What problems is the product solving and how is that benefiting you?
It gives us a centralized location to track IT issues as well as somewhere for our users to turn to get their questions answered. It certainly helps a small business feel more corporate and ease some struggles a typical small business IT team would feel.
Recommendations to others considering the product:
Run the free version if you have only a couple IT agents using the system and see how you like it! User registration can be a little complicated if you have a large user base but give it a shot
Freshdesk is a leader in the market, powerful and reliable
What do you like best about the product?
FreshDesk is simplicity and economy. I love the interface of this tool, where all the colors highlight each function from the title of the incident to date or the person who requested it. All emails and social network responses are displayed in the ticket interface according to their priority. I like the report tool that shows a graph of the resulting, pending or new incidents in the last 7 days. You can also program bots to answer, it's a wonder.
What do you dislike about the product?
FreshDesk does not allow automatic routing of users. It is also inconvenient when you have many requests, because the website becomes slow and freezes, which hinders the use and administration of all functions, so I suggest that there should be an application for the operating system, so that the entire memory load is not in the browser.
What problems is the product solving and how is that benefiting you?
For our organization, the implementation of Freshdesk, has given the capacity of ticket management to the clients and suppliers to whom we provide logistic processes daily, as well as the own incidents in the area of technology, where they sometimes fail cloud services that disable the programs that are running.
Recommendations to others considering the product:
I recommend this program to implement with confidence. In terms of support, you have many options that you can take advantage of to maximize the management of tickets in your company. Freshdesk will be responsible for optimizing customer service and providing that desired satisfaction.
A super complete system, with practice, can be taken advantage of
What do you like best about the product?
Ease of use Notifications History Tracking Search Functionality Excellent Customer Support that has been very helpful in creating rules to filter out spam tickets. The ability to make it easy for my team to select the correct response.
What do you dislike about the product?
Understanding multiple products was confusing but support helped clear things up. A partner that FreshDesk recommends on their site breached our private data. This has nothing to do with the FreshDesk software, but they should know that someone they recommend posted a screenshot of sensitive data on social media platforms.
What problems is the product solving and how is that benefiting you?
Immediate access with an excellent intro video to help get started. Instant customer support by phone - Intuitive enough that I was able to get started with no help, customer support and the knowledge base filled in the gaps. The Freskdesk portal allows me to open new trouble tickets for my customer issues. The applications also allow me to respond quickly to questions and provide solutions.
Recommendations to others considering the product:
The support seems to try resolving issues as soon as they can. I use it for work, so far so good. It is a good option for a support team or for some online store, the platform is very complete, I recommend first try the trial if you have no experience in this type of platform.
Client Success Manager
What do you like best about the product?
The ability to save and run a scenario for reoccurring tasks.
What do you dislike about the product?
The mobile desktop experience is terrible!
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to answer client questions, escalate urgent issues and spec special builds from my Development team.
Recommendations to others considering the product:
This is a great support tool for your clients to reach you and for your business to log how to resolve issues.
Good software for customer support
What do you like best about the product?
This is a good software for customer support. I work for an online tutoring school, and they use Freshdesk so teachers can submit questions and concerns to the company directly. You are able to open new tickets and fill out a form, which then gets emailed to the company. Once you hear a response from the company, it gets sent to your email directly. There is also a public forum so the teachers can converse about topics concerning the company amongst themselves. We have made many issues aware to the staff using both the tickets and the forums.
What do you dislike about the product?
One thing I dislike is that there is no way to send expedited messages for urgent matters. It often takes anywhere from half a day to two days to hear a response because of the outlay of the system. Perhaps this could be because our company did not use any type of live chat system. This presents a problem for companies that do not have an official hotline. I believe it would be beneficial for them to create an expedited messaging system for urgent matters.
What problems is the product solving and how is that benefiting you?
Our company does not have a hotline, so it has been beneficial to be able to communicate with other staff and company members, even if the response time is not very swift.
Freshdesk is ideal for call centers
What do you like best about the product?
With this help desk software, we find many innovative and precise ways to communicate with customers. Its design means that customers can understand us better, and that they do not get confused when sending technical support tickets. We like that your channels are varied, and that constantly reviewing the engagement of our most habitual clients does not take so much time. In addition, Freshdesk has excellent bases for self-service, and offers plans with great discounts.
What do you dislike about the product?
The only thing we really dislike about Freshdesk is its price, since the entire suite is included in the payment plan, and therefore it is necessary to pay for 4 softwares instead of just one (thus being more expensive for the customer ). Freshdesk does not handle call routing automatically, it does not and does not allow monitoring of networks. An additional problem is that it does not implement a video calling system, which would be excellent to give better explanations to customers.
What problems is the product solving and how is that benefiting you?
With Freshdesk it has been easier to keep in constant communication with potential customers and buyers in general, since we can stay connected at all times. It has been used for feedback collections, to create automated responses, and to improve workflow. With Freshdesk you can manage a history of the support interactions given to customers.
Recommendations to others considering the product:
The only recommendation that we could give about Freshdesk is to opt for the use of its training material before starting to use the software, since the platform may confuse some beginner users a bit due to the immense amount of customer service functions that has.
Great for managing a helpdesk Team
What do you like best about the product?
Ease of use for standard customer questions/complaints your own customer service is quite good. A nice little feature is to add support page article links/contents to reply messages just like canned responses. Another huge advantage is the knowledge base/support page which is highly customizable. In general, we like ticket automation rules as well and it helped to solve some of our special requests.
What do you dislike about the product?
Backup and export/import options. It is not possible to export/backup parts of the data individually (all or nothing). Some parts are missing in backups (manly related to localization) Localization is not supported from the beginning.
What problems is the product solving and how is that benefiting you?
Has made managing our helpdesk much easier, the support is good, I have no complaints. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general. To me, Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there.
Recommendations to others considering the product:
Support. A solution to an issue in minutes Solid options for different communication channels (email, chat, phone...) Solid API allowing integration with our software Relative ease of setup and maintenance of product family.
Freshdesk - Great Ticketing tool with SLA
What do you like best about the product?
The SLA policies which we can configure is almost at the best and it is used to track the tickets and to complete the issues at right time
What do you dislike about the product?
Nothing more but the pricing per agents seems little bit high
What problems is the product solving and how is that benefiting you?
SLA tracking, Issue solving in time and also to generate various reports
Recommendations to others considering the product:
Good to go with Freshdesk for better issue management
Freshdesk is very useful for managing customer service
What do you like best about the product?
This platform has a report creation system that provides varied and good options for the management of support tickets. We like its variety of sources when writing messages, and that the quality of its voice mail function is high. We are also satisfied with the call recording tool, which curiously has a fairly acceptable audio quality. Its interface is very fast.
What do you dislike about the product?
Freshdesk does not like that the platform has shown weaknesses in terms of its social integration functions, since, in the case of messages through social networks, these are not uploaded directly until after certain periods of time, and The clientele takes time to see the answers we provide. Its onboarding function is also slow.
What problems is the product solving and how is that benefiting you?
Freshdesk is the most suitable platform for integrations thanks to its excellent API tool. The software provides an extensive capacity in terms of keeping track of interactions with contacts, which can be easily exported to other devices. We have found that your system of task to work has helped to make our management more technical.
Recommendations to others considering the product:
We fully ensure that with the services offered by Freshdesk they will be satisfied, in the same way that we are. It has been excellent to use its self-service portal, and its call routing system. We also recommend Freshdesk to improve the tracking of tasks and surveys, which have a huge variety of templates.
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