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.
Freshdesk is the number 1 Help Desk software
What do you like best about the product?
Freshdesk have captivated us the great part of their functions. For example, its comfortable orientation towards the realization of onboarding, and the organization of its self-service portal, which is also very easy to learn to use. We like your call routing system (usually almost everything related to calls is well above average).
What do you dislike about the product?
One problem with Freshdesk is that the report creation system does not handle the fonts correctly, nor does it allow them to be organized quickly. The voice mail tool is slow, and does not offer sufficient sound quality. The calls do not have good quality at the time of recording (there is distortion in the background, this is the only drawback with the calls). Its life cycle tracking system does not allow adding as much information about the client as other softwares.
What problems is the product solving and how is that benefiting you?
Freshdesk has provided us with excellent help with the management of our technical support tickets. It has become easier to sort and archive them, and their integration with cloud hosting software makes it convenient to store each document in the cloud. Your automated message delivery system has helped us save a lot of time.
Recommendations to others considering the product:
This software is recommended to manage statistics of support tickets sent by customers, and to improve the relationship you have with them. It is highly recommended the integration between Freshdesk and a CRM platform, to further optimize customer relations.
This is a user-friendly, flexible and intuitive tool
What do you like best about the product?
Freshdesk is user-friendly, flexible and customizable. The ticketing system is exceptional, as it speeds up the agents' performance and allows them to respond promptly and quickly to the inquiries of our users. It should be noted that it offers multi-channel support, meaning that we can connect with customers from social networks, mail, live chat or phone call.
Documentation is useful, advanced training is not necessary for the use of software or complex installation. It also has a good team of technical support. It's great.
Documentation is useful, advanced training is not necessary for the use of software or complex installation. It also has a good team of technical support. It's great.
What do you dislike about the product?
I can not help, but the reporting tool requires more advanced filters.
What problems is the product solving and how is that benefiting you?
Facilitates interaction with users and helps us give confidence in the support team. In addition, it helps us to manage tickets efficiently and in an orderly manner.
Recommendations to others considering the product:
I recommend the ticket system. I believe that your system is intuitive, flexible and scalable. Its price is affordable and provides professional technical support.
With Freshdesk a very comfortable call handling is achieved
What do you like best about the product?
Freshdesk has a call center management system, with which the work plan and the calls made can be organized. You can create reports on customer support for employees, and these are very customizable. In addition, it has an excellent omnichannel system so that communication is always appropriate. We are facing an excellent service. Freshdesk has managed to captivate us with its wide range of tools for Help desk. It is excellent with the recording of calls. Fortunately for us, the Freshdesk customer service team (paradoxically) is very good. They have responded correctly to our concerns. The Freshdesk price contract has not only been very flexible with the terms of payment, but the negotiation occurred without any problem. We could not be more pleased with Freshdesk. You can see that this platform has evolved to offer a better service every time. We recommend investing in it.
What do you dislike about the product?
It does not allow to conduct video conferences with clients. Your email marketing system is obsolete (it has few templates). Your electronic signature management tool is slow, and does not have a proper drag and drop function that is faster to work with.
What problems is the product solving and how is that benefiting you?
With this help Desk software you can reach another level in call management. They can be routed, recorded for later review, and contact databases can be freely imported and exported. Freshdesk is a very economical service, which also includes an excellent suite, full of integrations.
Recommendations to others considering the product:
With a platform like Freshdesk it is easy to get a complete overview of our customer service. It is full of advantageous tools so that communicating is something simple and quick, and to review and organize any problems that may arise. Freshdesk is a good option, we recommend it.
Middle of the road software
What do you like best about the product?
I like that you can categorize tickets, and keep a list of contacts and companies. I also like that you can assign different roles to employees.
What do you dislike about the product?
Whenever they update the app, something goes wrong. I also find there's bugs with notes, notifications, and making rules.
What problems is the product solving and how is that benefiting you?
We can easily categorize and solve tickets, and leave notes about them for each other. I love being able to contact the customer from their ticket, and keep everyone updated!
Recommendations to others considering the product:
I feel like this is a good middle ground software. If you are looking for a "do it all" and do it seamlessly product, this isn't it. However, you won't be paying that price either! Good middle ground!
Freshdesk - Great ticketing tool
What do you like best about the product?
The SLA policies which we can configure and the support channels they provide like fresh chat, live chat, bots, link to social channels like face book etc., are really awesome.
What do you dislike about the product?
The support team can address the issues somehow better and give a quick turnaround for any queries from their customers.
What problems is the product solving and how is that benefiting you?
Mainly in addressing issue tickets, we can track whether it is breached the SLA set per the Priority of the tickets and once it is breached we Admin and the Senior teams are getting notified.
Recommendations to others considering the product:
We can go with this tools for better issue tracking.
New to FreshDesk
What do you like best about the product?
Ability to assign requests to any member on my team. Ability to organize requests and email directly from the platform
What do you dislike about the product?
I haven't been using Freshdesk long and there currently there are not any functions that I dislike.
What problems is the product solving and how is that benefiting you?
Our teams support the back office and we would receive various requests via email, phone, instant messenger and face-to-face. This allows us to organize requests in one central loction.
Freshdesk makes integration with social networks much easier
What do you like best about the product?
There is a lot of ease in tracking contacts and their life cycle. In addition, you can track the profits and contracts of the business. We really liked the quality of the call recording, since it is very high. The audio is incredible, and has an acceptable volume tone. It has a fairly stable street management tool. Few software contract negotiations have been as comfortable for us as Freshdesk has been. Your contract is very flexible. The deployment granted by this service has seemed very good. Freshdesk works properly on all types of equipment, regardless of its range.
What do you dislike about the product?
It should be noted that Freshdesk has little capacity to lift work records. You can not manage tasks in an organized way as in other help desk softwares, and the way in which work surveys are carried out is quite slow. Its real-time monitoring system does not allow us to completely review the work of our employees.
What problems is the product solving and how is that benefiting you?
This is an excellent help desk platform, which contains a good phone key imput system. His guided problems solving always solves the problems and doubts that the user has. The platform also offers import system for databases, and allows to categorize contacts.
Recommendations to others considering the product:
Freshdesk is ideal for integrating to social networks and offering solutions through them. Your categorization of contacts is very practical, and you can perform onboarding perfectly. It is ideal for tracking the life cycle of each client, and for routing calls. It is highly recommended for small businesses that wish to optimize their support ticket management. Freshdesk has given us one of the best services with which we have worked as a technical support department. They are excellent. Freshdesk luckily includes a variety of fairly large online documents, in order to greatly extend end-user learning. We recommend this.
Freshdesk presents stable solutions for handling Help support
What do you like best about the product?
First of all, we like the report editor of statistics integrated into the Freshdesk platform. We really like your CRM integration, since it has a powerful multichannel communication system (with chat included). Its instant messaging service is quite stable, and provides many tools for real-time monitoring of responses to support tickets.
What do you dislike about the product?
We do not like your open API tool, as it is very slow. It does not have a panel of activities organized enough to display contacts and properties on a single screen. Contact history takes time to load, and automated notifications have few customization options. We do not like that your customer service depends so much on the open forum with the peer community. Its integration with Jira has performance errors. We do not like to send emails to customers notifying that tickets are closed.
What problems is the product solving and how is that benefiting you?
The deployment of this platform in the cloud has been very helpful for us. Freshdesk has represented an enormous advantage to be able to run on all kinds of equipment. It has been helpful for us to bring historical sales and indexation of support tickets.
Recommendations to others considering the product:
We highly recommend Freshdesk for the realization of onboarding, and to easily review the life cycles of each client. This software has fascinated us from the beginning for its handling of tasks and incidents. It is excellent to review engagement with clients.
Freshdesk, efficient technical support
What do you like best about the product?
I think the best thing about Freshdesk is the product in general because all its tools make the application a perfect system to offer technical support to any type of business, from small businesses to high level companies with thousands of users.
Configuring FreshDesk is essential to obtain the maximum performance of the application and that our technical support team can work with our clients in the most efficient and fast way giving solutions to the problems that appear. The configuration is done through the dashboard of the application and although it contains a lot of options, the most basic configuration to make the application work is very fast and easy to do.
One of the things that I like most about this technical support platform is that it allows us to organize the technical support personnel by separating them by departments (sales, payment management, general doubts ...) so that the management of tickets and chats of support is more effective.
Configuring FreshDesk is essential to obtain the maximum performance of the application and that our technical support team can work with our clients in the most efficient and fast way giving solutions to the problems that appear. The configuration is done through the dashboard of the application and although it contains a lot of options, the most basic configuration to make the application work is very fast and easy to do.
One of the things that I like most about this technical support platform is that it allows us to organize the technical support personnel by separating them by departments (sales, payment management, general doubts ...) so that the management of tickets and chats of support is more effective.
What do you dislike about the product?
There is not something I do not like about FreshDesk but it is true that the configuration of the application can take some time (I mean the complete configuration of the application) but I think it is an important step if you want your support system to work correctly.
What problems is the product solving and how is that benefiting you?
The technical support that we had at the moment was a bit chaotic because we did not use any application like FreshDesk because when we used the trial period of FreshDesk for a week we decided to buy without hesitation the complete application for our company. Since we did it, we have improved the ticket resolution speed and the wait times are much smaller.
Recommendations to others considering the product:
It is very important that when you realize the configuration of the FreshDesk support system you take into account the structure of your company and the type of support you intend to offer so that you can divide your staff in the correct way, this is very important if you are looking to create a fast and efficient support system.
Freshdesk is a great helpdesk solution
What do you like best about the product?
We can handle multiple tickets without confusion, thanks to the SLA management of Freshdesk. The platform allows to speed up the execution of tasks, categorize tickets and communicate efficiently with customers. The statistics tool provides important information to evaluate the performance of customer support. It also provides multichannel support (email, social networks), which makes the reception of queries and the solution of problems more efficient.
What do you dislike about the product?
None, since it is the solution that our team needs.
What problems is the product solving and how is that benefiting you?
The query management is effective and fast. It allows us to order and prioritize activities related to customer service.
Recommendations to others considering the product:
It is great to increase productivity and accelerate problem solving.
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