Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Fresh Desk Review
What do you like best about the product?
What I like best about it is how great it allows me to offer support for customers
What do you dislike about the product?
I dislike how hard it is to get it setup
What problems is the product solving and how is that benefiting you?
Im solving customer support with this.
Recommendations to others considering the product:
I would highly recommend this software for easy and fast customer support.
Strong product, good price, worst service ever
What do you like best about the product?
Have been using Fresh Desk for a year plus now and have found it to be pretty useful and simple to set up tool. The team has been very cooperative in helping us set up and use the system for our unique requirements.Once you get a hang of the overall design and logic, the system is quite easy and intuitive to use - moreso than many competitors.We're currently on the Estate plan and the price is very good for what functions and features you get. They take your feedback and requests seriously. When testing other services, we've found that some of the larger companies didn't seem to care about our own requirements if their system did not offer it. The FD team were very willing to help adjust and even implement some functions to help us.
What do you dislike about the product?
Support team rarely gives an ETA (they like to use "soon" a lot) when responding to issues/requests and when they do, they are usually incorrect. If you have any ongoing requests or issues, you have to be the one to constantly push and request updates. We have some requests which have been pending for over a year and might have been left to rot if not for our weekly pushes. They rarely contact you proactively about these unless it is a major issue.
What problems is the product solving and how is that benefiting you?
The team has been very cooperative in helping us set up and use the system for our unique requirements. Once you get a hang of the overall design and logic, the system is quite easy and intuitive to use - more than many competitors We're currently on the Estate plan and the price is very good for what functions and features you get.
Recommendations to others considering the product:
We have been using FreshDesk for almost a year now and have had a very few issues with the product. We like that the product - its easy to implement and use. Support is excellent and the team is very responsive to our needs.
Very easy inteface
What do you like best about the product?
The UI is very nice and looks professional.
What do you dislike about the product?
It can get laggy at times and can load really slowly
What problems is the product solving and how is that benefiting you?
Freshdesk is free and allows you to keep track of all your clients at once. I solve my customer service issues with Fresh desk
Customer service rep
What do you like best about the product?
I like that it's easy to use and its helpful when assisting customers.
What do you dislike about the product?
I dont like that sometimes it goes slow or sometimes it doesnt do what you want it to do.
What problems is the product solving and how is that benefiting you?
Whenever you try to use chatbot it has issues by not creating the ticket. It's pretty helpful when you are trying to locate a contact.
Freshdesk is easy to use but not very robust
What do you like best about the product?
I like how easy it was to set up our helpdesk; their dashboard is user-friendly and each section offers a short how-to/quick-tip guide on how best to leverage all the different features & functions. Their chat function in-app has been good and I've been able to resolve issues or have questions answered fairly quickly.
What do you dislike about the product?
There are some ticket and knowledge base customization limitations that are not ideal (i.e - limitations with Salesforce sync and not being able to sync KBase activities/events in other platforms ). Compared to some of the other platforms I've researched, Freshdesk is not nearly as robust and some of the automations offered are not enough for what our team is looking for. The level of support is also lacking. Because of the time difference, response/resolution times from my dedicated CS team are delayed.
What problems is the product solving and how is that benefiting you?
Trying to automate and streamline support communication with our clients and offer faster response times for FAQ's.
User friendly first HelpDesk tool
What do you like best about the product?
FreshDesk is a quick and easy to use tool for helpdesk management and administration. We start using this tool, in complement to another tool, and it completely fullfill requirements. In the beginning, what is great is the fact that Frechdesk can fully by used by most people on mobile devices, without difficulties.
It is one of the biggest advantage on many competitors of Freshdesk. For this reason, and depending on the type of business and on the type of population, this tool can honestly be an excellent solution.
We also like a lot the presentation, great charts and relevant tables in many pages.
It is one of the biggest advantage on many competitors of Freshdesk. For this reason, and depending on the type of business and on the type of population, this tool can honestly be an excellent solution.
We also like a lot the presentation, great charts and relevant tables in many pages.
What do you dislike about the product?
This tool is not as detailed as some of its competitors; this means you may have to continue to use another tool in the same time. FreshDesk cannot replace a 'big' solution in many topics. I would say it is very important in this case to clearly define what FreshDesk must do and what it must not do in your business and in your organization.
What problems is the product solving and how is that benefiting you?
High reactivity, excellent access to information including for nomad people (with their mobile devices). The 'easy to use' side is also an excellent point for end user. They will accept this tool very quickly and without any difficulty - training can be really reduced.
Recommendations to others considering the product:
Clearly know what you what to treat, and what you do not want to treat with Freshdesk. Borders must be defined at the beginning.
Good product
What do you like best about the product?
Ease of use and good communication, it helped us resolved client issues and our support team response time improved as well.
What do you dislike about the product?
Could improve on searching of tickets old ones, sometimes it is hard to keep track of issues and similar issues specifically, reporting can improve a little.
What problems is the product solving and how is that benefiting you?
Improved Response and better tracking of issues.
Recommendations to others considering the product:
Good product
A solid solution
What do you like best about the product?
Freshdesk provides you with the core essentials you need for good customer service. It doesn't have a ton of bells or whistles, but gives you what you need for a growing business. What I most like, is the ability to track tickets across my different employees and drop them into buckets by ticket type.
What do you dislike about the product?
We never really got trained on how to use the application,. Most of it has been a hands on experience with trail and error.
What problems is the product solving and how is that benefiting you?
It allows you to better give support to your customer base. It also helps them get their own support by looking at FAQs and other docs.
Freshdesk Is Great
What do you like best about the product?
I really liked how easy it is to format and begin use. It was simple to understand the function of the service and how to implement it for my department. I also found that it has extensive features, some of which do not come standard, but it seems like there are options to accommodate most customer scenarios. I really like the option to integrate online with a portal. Social aspects are really great too!
What do you dislike about the product?
My company operates from sales force as a CRM and we have been using the account level without populating contacts beyond the primary contact for each account. This has made it difficult to move into many different support solution in regards to integration. While I know this isn't the fault of any service, it has been a determining factor when attempting to implement a contact based support solution as opposed to an account based one.
What problems is the product solving and how is that benefiting you?
We have been using it to better communicate with our customer and keep better track of all incoming request and problems.
Recommendations to others considering the product:
Be sure you are building a strong contacts list in your current solution or are ready to input contact data in relationship to accounts.
Great Product but unfortunately there own customer service is not the best
What do you like best about the product?
Very intuitive and easy to setup. Has all the bells and whistles necessary for a full fledged helpdesk system. We used it for several years and all of our staff still love the product. Tried many others including Zendesk and this one was so much easier to setup and tweak. Very reasonably priced.
What do you dislike about the product?
As long as things are working well, there is no problem. However if you do come across an issue or need some support, unfortunately you're on your own as their own support has declined terribly recently. For instance, as I write this I've had a ticket open for 5 days with them for a very simple question that would take a few minutes to answer. I've sent several follow up replies that have fallen to deaf ears. It's as if I am conversing with myself.
What problems is the product solving and how is that benefiting you?
Our umbrella company is composed of several internal smaller companies that we call divisions. In essence these divisions are our customers. We have been using Freshdesk in order to ensure that we fulfill their requests in a timely manner by attaching an SLA to each one. Previously all of our support was email driven but the helpdesk provides us with a central repository where all communication is visable to our entire team.
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