Freshdesk
Freshworks Inc.External reviews
3,454 reviews
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External reviews are not included in the AWS star rating for the product.
New to Freshdesk
What do you like best about the product?
I love the reporting features, the canned reports make sense and there is an awesome integration for more advanced stuff.! The staff is friendly and does their best to help. The client experience is clean and the Help Center search feature is excellent.The ability to create custom ticket and client fields is great.
What do you dislike about the product?
It can take a minute for the support staff to understand what you are trying to tell them. There isn't much flexibility in automatic email triggers. I was told we'd be able to see if the client had opened our emails or not and this turned out to be untrue.
What problems is the product solving and how is that benefiting you?
We support a large client base and handle a ticket volume of about 600 a month. The search feature in freshdesk will hopefully allow us to drive that ticket number down.
Recommendations to others considering the product:
Definitely look at this product. It's a clean interface and very user friendly.
Quick questions on development side
What do you like best about the product?
I liked that the question was quick and clear
What do you dislike about the product?
I was pretty satisified with the whole experience
What problems is the product solving and how is that benefiting you?
I am attempting to streamline our customer service department to avoid redudancies
Great Resolution Times
What do you like best about the product?
I like that when you need help for a help desk, their responses are quick!
What do you dislike about the product?
Since their switch to freshworks there have been some time where phones have been down.
What problems is the product solving and how is that benefiting you?
We are communicating with tons of online college students and providing quick and helpful resolutions.
Awesome experience, all-in-all!
What do you like best about the product?
Freshdesk offers a fantastic free tier, with a very rich service. It's very easy to setup, very easy to get around, and they have a responsive support team, capable with dealing with any questions you might have.
What do you dislike about the product?
Freshdesk has a good-looking UI, very easy to get around. That said, sometimes, I get a feeling of clutter. That said, again, it's easy to get around and allows for some degree of customization.
What problems is the product solving and how is that benefiting you?
As a non-profit organization gaining steam, we needed a solution to help us better organize external communication. Additional, as a non-profit, sometimes getting donations or such is hard and, without a stable income flow, it's hard to justify another monthly bill. Freshdesk allows us to get the best out of both worlds, with a very feature-rich service and wonderful free tier. They reply promptly to each and every question you have, in a timely manner. Wonderful service thus far, I recommend it immensely.
Recommendations to others considering the product:
They have a very responsive team, should be able to help you in a migration or anything else.
Brilliant Product for a Complicated Helpdesk
What do you like best about the product?
Ease of use, fast/modern UI, easy implementation, knowledgeable support structure, pricing, app integration and available apps
What do you dislike about the product?
Very little dislikes. Can't do everything 100% but very close to being perfect.
What problems is the product solving and how is that benefiting you?
Outsourced and internal support structure have transparency. Customer portal functionality. SLA targets. Functional reporting.
Recommendations to others considering the product:
Do a deeper dive into your requirements before implementation. I made a simple mistake but Freshdesk helped resolve the issues.
A Fresh Ticket Management Software
What do you like best about the product?
Freshdesk is a good support management system and provides an easy to use interface.
I find it incredibly intuitive to use and the same goes for our clients.
I find it incredibly intuitive to use and the same goes for our clients.
What do you dislike about the product?
There are minor bugs that tend to cause disruption, these bugs seem to take a while to be resolved.
What problems is the product solving and how is that benefiting you?
We're able to keep track of all of our clients support issues through one portal with a relatively small support team, even with 20+ clients actively using freshdesk.
We were also able to integrate project management software with freshdesk and manage our support work side by side with development.
We were also able to integrate project management software with freshdesk and manage our support work side by side with development.
Freshdesk review - agent/user for 5 years
What do you like best about the product?
Freshdesk is easy and very intuitive to use. Also when we need support from Fresdesk team they are very fast and willing to help.
What do you dislike about the product?
The report function, I wish there where options to create a customized report for our customers.
I wish it was possible to have an option for a kind of 'low agent seat' (not full seat/prising), bit also not daypass based.
I wish it was possible to have an option for a kind of 'low agent seat' (not full seat/prising), bit also not daypass based.
What problems is the product solving and how is that benefiting you?
We have several customers who need to share their support issues with us. Freshdeksk is easy to user for them.
Recommendations to others considering the product:
Easy to use - Good Support from Fresdesk team.
Also customers who has been given access to portal are finding their way to use Fresdesk fast
Also customers who has been given access to portal are finding their way to use Fresdesk fast
Easy to use with a good overview of the tickets
What do you like best about the product?
it quick and easy to use. almost self explaining.
What do you dislike about the product?
I didn't like that we couldn't set reminders for myself, but with the new freshdesk this is solved and it is possible now.
What problems is the product solving and how is that benefiting you?
customer service requests
Freshdesk: the helpful helpdesk
What do you like best about the product?
assistance over live chat was instantly answered, the answers were personal not canned responses
What do you dislike about the product?
Nothing really. I know we could make more use of the product but always lack the time to invest in growing our usecases
What problems is the product solving and how is that benefiting you?
Freshdesk is our internal and external support portal. Ticket monitoring and ensuring cases are closed are our biggest wins over previous services we have used.
Recommendations to others considering the product:
You can be up and running very quickly, but to tailor (custom URLs etc) and fine tune can take a while, but well worth the effort
Freshdesk
What do you like best about the product?
The ability to customize the ticket fields is amazing. It allows us, in conjunction with their Dispatch'r, to get a wonderful amount of information into our tickets and route it to the correct group.
What do you dislike about the product?
The integration with our Active Directory was more difficult then advertised but works fine now.
What problems is the product solving and how is that benefiting you?
It provides us with many options that our precious ticketing system lacked. We can customize every point of our Help Desk to increase both our and our coworkers productivity.
Recommendations to others considering the product:
I highly recommend doing a thorough trial. It is really necessary to get in to the meat of the software.
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