Freshdesk
Freshworks Inc.External reviews
3,563 reviews
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Excellent product
What do you like best about the product?
user friendly, reliable service from the support desk exceptional
What do you dislike about the product?
The solution fully meets our requirements
What problems is the product solving and how is that benefiting you?
Communication tool with our customers, measure and monitor performance
Recommendations to others considering the product:
Will definitely recommend
Its Friendly user UI & it is Tech enabled CRM
What do you like best about the product?
UI & the way it is designed
API tech-enabled report session
API tech-enabled report session
What do you dislike about the product?
Reports session always will be mail, unable to extract directly from UI
What problems is the product solving and how is that benefiting you?
Hotels Service Support on Room Nights & guest / Client reqeust
Recommendations to others considering the product:
Need to have option Linking to Cloud-based Call support
Need have a friendly Reports part, where it is complicated & need to wait until the report we get the mail.
but that also not up to the mark, can't download directly.
Need have a friendly Reports part, where it is complicated & need to wait until the report we get the mail.
but that also not up to the mark, can't download directly.
They keep sending me spam asking me to review them on G2Crowd
What do you like best about the product?
- Good customer support
- Here are 14 more characters
- Here are 14 more characters
What do you dislike about the product?
- Spam telling me to review them
- Some long-standing bugs
- Some long-standing bugs
What problems is the product solving and how is that benefiting you?
A support desk
Solid product for a good price
What do you like best about the product?
Portal customization team is excellent very cost effective for custom portal.
What do you dislike about the product?
3rd party integration is limited would like to be able to integrate other products in our workflow.
What problems is the product solving and how is that benefiting you?
Helpdesk for our application. Great place to post our user guide.
Recommendations to others considering the product:
Utilize the freshdesk support team heavily during your free trial they are very helpful.
Absolute best customer service
What do you like best about the product?
The customer service is the best I have ever seen in any product. I was on a help desk myself for 6 years and I considered our help desk one of the best but Freshdesk blows us out of the water. They are highly trained and it usually doesn't take more than a second for them to give you a solution. The longest I've had to wait was maybe 5 minutes. I honestly don't know how they do it.
What do you dislike about the product?
Not much. Some of the admin areas are hard to find due to similar-sounding names but if you poke around a bit you'll find them. You can also try asking one of the chat agents who are on call to guide you where to go. Perhaps a setup wizard would be useful.
Minor gripe but I also noticed they changed the default screen shot display to be a very small picture that pops up with no ability to maximize. It used to default to opening a new tab with the full-sized image which I prefer.
Minor gripe but I also noticed they changed the default screen shot display to be a very small picture that pops up with no ability to maximize. It used to default to opening a new tab with the full-sized image which I prefer.
What problems is the product solving and how is that benefiting you?
It is a one-stop shop for customer communications. It allowed us to stop relying on individual emails to communicate with our customers and freed us from getting swamped with emails and finding email chains. It also allowed us to track our SLA with our customer due to very robust and custom controls.
We have also used the widget with one of our customers and easily added it to our product for quick Freshdesk ticket creation.
We have also used the widget with one of our customers and easily added it to our product for quick Freshdesk ticket creation.
Recommendations to others considering the product:
Initial setup can be a bit of a chore if you've never used Freshdesk before. If something seems hard to you, waste no time in clicking that little "Help and Support" button and they'll spend as long as you need and answer as many questions as you need in order to get it done. They're also the most positive support team I've come across. There are a hundred little things that indicate this, from their auto-responses to the wording on their site. Very very happy with these guys.
Great Platform
What do you like best about the product?
Easy to use, instant support.
It is really what I need for my business.
It is really what I need for my business.
What do you dislike about the product?
Nothing. I regred not finding this product earlier.
What problems is the product solving and how is that benefiting you?
Centralizing customer requests.
Recommendations to others considering the product:
Just use it.
Freshdesk user
What do you like best about the product?
Easy to navigate and assign tickets to customers.
What do you dislike about the product?
I do not like how they order the emails in the platform.
What problems is the product solving and how is that benefiting you?
Easy to keep track of customer
Recommendations to others considering the product:
Use all the features it offers.
Simple, Easy, Powerful
What do you like best about the product?
I like the intuitive user interface which allows for fast navigation, leading to faster customer response times.
What do you dislike about the product?
The reports are not customisable enough.
What problems is the product solving and how is that benefiting you?
Customer service prioritisation, Live chat help desk functionality.
Efficient service and great ticket tracking
What do you like best about the product?
Freshdesk organizes tickets and resolutions in a way that is easy to keep our customers up to date on how we are resolving their concerns. The customer gets notified in an email of a change to their ticket.
What do you dislike about the product?
It is a little difficult to organize and see common questions and issues that come across. If you have multiple support people looking at all the tickets, you might not catch common requests/issues.
What problems is the product solving and how is that benefiting you?
We are a software as a service company, so customers are emailing in with functionality, documentation, and glitches that might be going on. We are keeping track of those with solutions and trying to improve our product and get our help documentation to a point where customers can self-help if they prefer to do it that way. Freshdesk has a way to categorize tickets and to see how many of a type you are getting. We have used this to train our staff to better support as customer requests and questions come in.
Good ticketing system
What do you like best about the product?
The Freshdesk dev team does a great job working with us to customize our portal to look like our company website.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
What do you dislike about the product?
Further development of the Discuss feature should include the ability to add a discussion to a ticket after discussion terminates so the content isn't lost when discussion is closed, similar to the chat feature.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
What problems is the product solving and how is that benefiting you?
One business problem we are solving is customer communication/satisfaction.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
Recommendations to others considering the product:
Be sure to weigh how Freshdesk will integrate with the other programs currently used by your company (ex: CRM, CMS, email provider, developer control repository, etc).
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