Freshdesk
Freshworks Inc.External reviews
3,560 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use and superb support
What do you like best about the product?
Is it very easy to use and the support team at Freshdesk is great. You get quick replies on chat.
What do you dislike about the product?
I would like to see snippets of the conversation in the Ticket overview without holding the mouse over the ticket.
What problems is the product solving and how is that benefiting you?
Speed up and simplify our support.
An all round excellent support and ticketing package
What do you like best about the product?
Has tremendous flexibility and lots of features but it's still quite simple to learn the basics quickly and get up and running. Support is awesome
What do you dislike about the product?
Updating tickets happens on the server and not locally so there's a lag between making changes and seeing those reflected locally
What problems is the product solving and how is that benefiting you?
I operate a small e-commerce business that is growing fast. We frequently get enquiries about the status of orders that I used to handle via email. Freshdesk has put everything in one place and makes managing customers much easier
Best value for money in quality and service
What do you like best about the product?
I really appreciate all the possibilities that Freshdesk offers to customize my environment. If i have a problem i can check it quickly with their helpdesk and find a solution. I see a lot of commitment behind this product and i really love it, i feel that this is a good growing reality.
What do you dislike about the product?
Some functionalities are yet incomplete, but i'm sure they are working on them.
What problems is the product solving and how is that benefiting you?
The company where i work used to have a very basic helpdesk poorly manageable. With Freshdesk we have a powerful tool to help manage our customers requests, and we have increased a lot the readiness of our helpdesk.
Job system
What do you like best about the product?
I love that I can go through the system with ease
What do you dislike about the product?
I wish there was canned responses for the chat on freshdesk
What problems is the product solving and how is that benefiting you?
we solve all our tickets through freshdesk
Great product and excellent support
What do you like best about the product?
Freshdesk is simple to use, the experience is smooth, there are no errors I came across in my usage of 3 years which is huge deal. Due to the easy interface, it is easy to train people and the training cost goes down.
What do you dislike about the product?
The reports are good but can be improved to a lot extent.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to support our global clients. Our teams are distributed globally and with help of Freshdesk we are able to work as a single team and deliver the results.
Recommendations to others considering the product:
This is an excellent software and very useful and it covers 99% of the support scenarios. However, if you are an enterprise and expect your vendors to deliver features or customizations based on your requirement, discuss that with your Freshdesk sales contact first.
Simple Clean and Effective
What do you like best about the product?
The unified experience. From the Customer Support framework, knowledge base, forum and all around experience it feels like one cohesive piece of software that functions well.
What do you dislike about the product?
The price per agent is slightly expensive
What problems is the product solving and how is that benefiting you?
We have utilized the functions of dispatcher to automate alot of our ticketing process saving us time and in turn we are able get more done with the same resources as before.
Freshdesk is fantastic
What do you like best about the product?
Freshdesk provides an all-in-one support platform that makes it easy to manage customer support. We are a small company in two locations with a nine hour time difference. By using Freshdesk we are able collaborate on the platform and build a team who enjoys doing support and working like a team.
What do you dislike about the product?
User rights are a great benefit for larger companies but for small support departments, it can be cumbersome to set boundaries for users.
What problems is the product solving and how is that benefiting you?
Live chat in high volume situations, Ticket tracking, customer feedback,
Recommendations to others considering the product:
Check out the online tutorials and FAQ to get the max out of the software.
Great tool with a lot of features even in the free version
What do you like best about the product?
I came upon Freshdesk by accident, when searching Google for a free Helpdesk with a lot of functions and options. Freshdesk offers just that. The free version offers a lot of functionality I have not yet found in any other software for free. In addition, at any time you can upgrade to a paid plan for even more options. A really interesting thing is, that you can buy day-passes to give access to another team member for just a day. Perfect, if you need an additional member for some time, to help with tickets, but you dont want to pay the regular monthly fees to add another member to the team.
What do you dislike about the product?
A great software without any weeknesses. The basic plan is a bit limited in its funtions but offers all you need as a small or medium sized business. Higher plans have some really cool features but are a bit costly. However, there is nothing bad to say about this software. We have been very happy with it ever since its implementation.
What problems is the product solving and how is that benefiting you?
Customer Support and general emailing. Knowledgebase, Support and Service. All emails are going directly into the helpdesk for further processing and working. We have been happy about the software from day one. Support even for the free version is great – something that values a lot. Generally really great to use and nice alternative to paid versions. If you need more, simply upgrade or get a day pass.
Recommendations to others considering the product:
If you are looking for a solid and good support solution, go for it. Free version has a lot of options and the paid plans come with even more, such as Facebook integration, etc.
My freshdesk experience
What do you like best about the product?
Quick connectivity to their chat support - doesn't need to wait for long!
What do you dislike about the product?
Don't have any dislikes at the moment, however, they can work on finding a way to capture ticket handling time which isn't available at the moment.
What problems is the product solving and how is that benefiting you?
Neat reporting structure - easy to generate and schedule reports.
Great Tool!!!
What do you like best about the product?
User-friendly tool and manganeso integration.
What do you dislike about the product?
Lack of reporting in the Sprout version.
What problems is the product solving and how is that benefiting you?
Better understanding of IT issues and proactive work towards main pain points. Helping on reducing costs and improve IT deliverable..
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