Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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Very satisfied
What do you like best about the product?
Good customer service, easy to use. good for customers.
What do you dislike about the product?
some functionality requests but overall nothing really dislike.
What problems is the product solving and how is that benefiting you?
Easy to track and analyze tickets
Recently Improved
What do you like best about the product?
Chat-based support is usually pretty quick, interface has been significantly improved over the last several months, still some product limitations but it seems like they've kicked development into high gear
What do you dislike about the product?
Occasional frustrating product limitations
What problems is the product solving and how is that benefiting you?
Helpdesk support
Freshdesk - Customer Support Portal
What do you like best about the product?
Freshdesk is neat, tidy and intuitive. The recently introduced "Mint" interface brings Freshdesk into the modern era and provides all the necessary information right at your fingertips.
Add to this the technical support, whether it's via their own ticket system or the instant chat - questions are answered speedily and comprehensively.
I also like their method of asking admins if they would like to trial new features, such as the recent customisable dashboards. There are some features still missing but it's a step in the right direction for Freshdesk and nice to be part of the trialing process.
Add to this the technical support, whether it's via their own ticket system or the instant chat - questions are answered speedily and comprehensively.
I also like their method of asking admins if they would like to trial new features, such as the recent customisable dashboards. There are some features still missing but it's a step in the right direction for Freshdesk and nice to be part of the trialing process.
What do you dislike about the product?
Some features from other help desks are missing such as the ability to have multiple portals under one account. I've been told that this is possible but it seems difficult to implement.
They have a method of submitting feature requests but these seem to just sit on their support portal with little feedback which can be a bit frustrating.
Having done some portal customisation I have found the online resources for coding changes to be lacking somewhat which meant I had to contact Freshdesk support regularly to find which attributes to change.
They have a method of submitting feature requests but these seem to just sit on their support portal with little feedback which can be a bit frustrating.
Having done some portal customisation I have found the online resources for coding changes to be lacking somewhat which meant I had to contact Freshdesk support regularly to find which attributes to change.
What problems is the product solving and how is that benefiting you?
Our IT Support team uses Freshdesk to log tickets for user issues. This allows us to organise, track and propose solutions whilst keeping a trail of information that can be easily turned into solutions for our knowledgebase.
Our latest challenge is to update our solutions on the site. This will enable users to perform self-service support and to help rectify more simple issues themselves. Once we have enough solutio articles on the site we will also be able to see how well the new automated agent works!
Our latest challenge is to update our solutions on the site. This will enable users to perform self-service support and to help rectify more simple issues themselves. Once we have enough solutio articles on the site we will also be able to see how well the new automated agent works!
Recommendations to others considering the product:
Their new Freshworks suite has everything you could need to perform your help desk duties.
Adaptable, Efficient, Quick!
What do you like best about the product?
Freshdesk is a very adaptable solution and has been a big contributor to improve our internal efficiencies. In a fast-paced startup environment, it comes very handy.
What do you dislike about the product?
Features like keyword tagging aren't performing the way we expect.
What problems is the product solving and how is that benefiting you?
We're using freshdesk for CRM management. It has helped us improved a lot.
Recommendations to others considering the product:
Know what you want from them, if unavailable, do let them know
Excellent customer service
What do you like best about the product?
The Dashboard view and easy filters, detailed responses to the query with utmost patience and follow through is great. Online support is excellent as well. Best part is every agent I have interacted with is to the point at resolving queries.
What do you dislike about the product?
Nothing that I dislike. I have already recommended certain good to have and must have features and I am glad to hear that some are in pipeline.
What problems is the product solving and how is that benefiting you?
Earlier tool did not have option to get rid of duplicate case creation. Freshdesk.com have customized threading options which helped us curb duplicate cases. Easy to use, filters, interactive/real time reports and dashboards are very helpful. SLA and responses can be easily tracked. System intelligence, rules etc, are time saving.
Recommendations to others considering the product:
It is definitely good tool for managing cases/tickets in customer support environment
Come a long way
What do you like best about the product?
The new user interface is a whole step up from before, and I love how I can get greater feedback on clients info when on a client ticket. The dashboard is certainly a benefit with the ability to have tasks to-do on the first screen which take you to that ticket (great for getting tasks ready for the next day)
What do you dislike about the product?
The integrations are slightly lagging behind with the ones I've used not having accurate set up walk throughs (I know this is on both sides, but not a good feel when going through an integration setup with documentation but end up going to Google anyway). But not end of the world.
What problems is the product solving and how is that benefiting you?
Ease of access for our customers to send us support requests for their sites. And the benefit is certainly a more centralised support portal.
Very useful tool for support.
What do you like best about the product?
Many things - I especially like the way you can customise and save your preferred different ticket sorting views.
Oh and the dashboard achievements are fun!
Oh and the dashboard achievements are fun!
What do you dislike about the product?
Not being able to 'hide' fields I don't use to filter.
Not having a scrolling left hand and right hand panels.
I'm not keen on the new mint view - customisable colour schemes would help sway me towards using it.
Losing the CC'd users when using a macro to put emails from outlook into Freshdesk - perhaps there could be an option to chose whether you want to include the CC'd people or not.
You can't add a BCC when creating tickets.
Not having a scrolling left hand and right hand panels.
I'm not keen on the new mint view - customisable colour schemes would help sway me towards using it.
Losing the CC'd users when using a macro to put emails from outlook into Freshdesk - perhaps there could be an option to chose whether you want to include the CC'd people or not.
You can't add a BCC when creating tickets.
What problems is the product solving and how is that benefiting you?
Using Macros to input emails automatically from Outlook into Freshdesk is invaluable.
Recommendations to others considering the product:
I personally prefer the older interface (i.e. the non-mint version) as its easier on your eyes and aesthetics. I'd try that before trying mint.
Good helpdesk application
What do you like best about the product?
We love the /c feature: https://youtu.be/KqnYL-5Z4jU?t=8m40s
What do you dislike about the product?
cloud application - we'd prefer the local.
What problems is the product solving and how is that benefiting you?
standard support helpdesk emails - people ask us on how our products work.
Recommendations to others considering the product:
many demos we have seen, but not one was as helpful as this one: https://www.youtube.com/watch?v=KqnYL-5Z4jU
Furthermore, we would recommend to keep language in english - this way you can make sure to always have the latest and greatest state of the art features.
If a secondary language is installed, it is not possible to change primary language again, thus I would recommend to stick with english.
Furthermore, we would recommend to keep language in english - this way you can make sure to always have the latest and greatest state of the art features.
If a secondary language is installed, it is not possible to change primary language again, thus I would recommend to stick with english.
Freshdesk gets the job done with a simple, fast interface
What do you like best about the product?
I enjoy Freshdesk's simple interface that loads quickly. The snappiness is what sold me over Jira. I expect all of the features I need to be across competitors.
What do you dislike about the product?
I've run into a few small bugs that don't interfere with usability.
What problems is the product solving and how is that benefiting you?
In a small, growing company, being able to get a handle on incoming requests has kept the office happier, and my department more efficient. Being able to easily quantify effort has helped our department vocalize needs with management.
Recommendations to others considering the product:
It's a great combination of features and simplicity. The perfect balance for me.
Great service, as usual
What do you like best about the product?
The prompt response is always my favorite thing about working with the Freshdesk support team.
What do you dislike about the product?
If I have to pick something, it would be that the features I was hoping for still aren't in Mint yet. However, I understand that Mint is still in "beta" and/or still being worked on. I'm confident that everything I'd like the software to do will come in time, so this isn't much of a negative.
What problems is the product solving and how is that benefiting you?
We do a lot of back and forth while working with our customers. Freshdesk really helps us organize the requests, and make sure they get to the appropriate people. The tickets sorting features (priority and last modified) have immensely helped us make sure we keep a very quick response time, and our customers appreciate that.
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