Freshdesk
Freshworks Inc.External reviews
3,560 reviews
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Freshdesk makes it possible
What do you like best about the product?
Solutions - these help me quickly answer questions for some users, and can prevent questions from being asked because some users actually look for themselves!
What do you dislike about the product?
You cannot attach or insert a solution into a new "email".
What problems is the product solving and how is that benefiting you?
We are able to stay on top of the constant barrage of calls/questions without missing anyone. Our support staff is very small, but we still are able to give amazing customer service because we can manage it all in one place.
Excellent service and post-sales support
What do you like best about the product?
Excellent post-sales support, immediate feedback through on-site chat
What do you dislike about the product?
Sales process wasn't the most straightforward
What problems is the product solving and how is that benefiting you?
Android app customer service
Most amazing support ever!
What do you like best about the product?
Listen to my problems & don't dismiss me
What do you dislike about the product?
Nothing - they are 100% loveable. I have had a lot of tickets with them during my implementation and every single ticket has had a positive and amazing response.
What problems is the product solving and how is that benefiting you?
We build several products and provide many services. We want a helpdesk to accept tickets from email/widget/agent-created and have the ticket land with the correct support group.
Recommendations to others considering the product:
They listen - so speak up if something isn't working right or you need help setting things up. They are awesome!
Amazing Technical Support
What do you like best about the product?
The ease of submitting, updating and reviewing a technical support ticket.
What do you dislike about the product?
Instructions on how to add an occasional user would have been helpful
What problems is the product solving and how is that benefiting you?
I was unable to view, resolve or merge an open ticket.
Excellent support
What do you like best about the product?
The simplicity of the setup and immediacy
What do you dislike about the product?
That not all parts and supports are in Italian
What problems is the product solving and how is that benefiting you?
We use it for customer care
Short and very helpful
What do you like best about the product?
The fact fact that my problem was fixed very fast.
What do you dislike about the product?
Spam emails after contacting the help desk.
What problems is the product solving and how is that benefiting you?
social media and website complaint answering and analysis.
It's intuitive, stable, and efficient.
What do you like best about the product?
The overall usage of the ticketing system, and being able to receive tickets via email.
What do you dislike about the product?
The pricing model. If you move up to the next tier, you get charged per Agent per month. Also, the reporting is lacking. I wish there was an easier way for me to report on the tickets
What problems is the product solving and how is that benefiting you?
We're able to provide support to our clients anywhere in the world by using a system that is easily accessible by our clients.
Quick resolution is always appreciated!
What do you like best about the product?
The support team is always courteous and responsive. They seem quick to tackle even the most difficult problems. They are responsive in that they let you know of any progress or delays, so you're not left out in the cold.
What do you dislike about the product?
So far I have not had a bad experience. Nice work guys!
What problems is the product solving and how is that benefiting you?
We provide our customers with prompt support service using a complicated software engineering program. FreshDesk helps us to keep our customers satisfied.
Recommendations to others considering the product:
Ease of use and setup. Certainly worth your effort to evaluate.
Happy Customer
What do you like best about the product?
Freshdesk is very simple to use and was easy to configure. Very flexible and customizable.
What do you dislike about the product?
A few minor issues come to mind. It would be nice to have more customization with rules. Some rules I have multiple variations of because the conditions have to be defined to execute when any condition is met or when all conditions are met. It would be nice to customize "OR" and "AND" options on the rules. Also, it would be nice to have more granular control over customizing administrator settings.
What problems is the product solving and how is that benefiting you?
More efficient Helpdesk over our previous system. Very happy.
Great product for all your customer service needs!
What do you like best about the product?
We have been using Freshdesk for a couple months now and it was life changing for our business. To have everything on one platform really helped us better serve our customers.
What do you dislike about the product?
I wanted to be able to have more of a integration team to set things up for me so I use all that is available to me. Unfortunately right now I know there is so much more I could be using to benefit us and I just haven't had the experience with it yet.
What problems is the product solving and how is that benefiting you?
We are able to respond to our customers faster and easier. The Canned Responses have been so helpful. We have now been able to track our agents metrics and hold them accountability for their work performance.
Recommendations to others considering the product:
Make sure you have a designated person or team able to help with implementing all aspects of the software
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