Freshdesk Reviews & Product Details


What is Freshdesk?

Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 150000+ customers worldwide, including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic and QuizUp.

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Languages Supported
Arabic, Catalan, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Ukrainian, Vietnamese
Vendor
Freshworks
Company Website
Year Founded
2010
HQ Location
San Bruno, CA
Phone
+1 (866) 832-3090
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
2,044
Twitter
@FreshworksInc
Twitter Followers
4,031
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Companies Using Freshdesk

Cisco
Salesforce
Google
Hewlett-Packard
Facebook
Vodafone
Yahoo!
Lowes
Pearson
Shopify
Nokia
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Freshdesk Reviews

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1-25 of 2214 total Freshdesk reviews
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"Attending to our customer's needs"

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Marketing Manager Products
Insurance
Enterprise
(10,001+ employees)
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"Communication channels for customer support"

What do you like best?

It has incredible tools that allow me to provide customer support effectively, through various channels, such as messages, email, telephone or Internet. It provides a complete interface, which allows to develop a fluid and quality work every day. The systematization that provides with respect to the tickets is fast, we manage to cover the greater amount of clients with this service. The detailed reports allow us to organize and analyze in detail all the information obtained.

What do you dislike?

The mobile application can make the work difficult, instead of facilitating it, the interface is not comfortable and does not exactly fit what I need to do from the mobile. Having many requests for tickets and messages, the system can be placed a little slow and this makes it very difficult to provide a good customer service to all our customers.

Recommendations to others considering the product:

I recommend Freshdesk because it is one of the best tools that allows us to offer our clients the best quality in what they support the client. Improve customer support with the help of Freshdesk.

What problems are you solving with the product? What benefits have you realized?

We find the best solutions in Freshdesk since we started using it, we can offer our customers a better experience. We always take care to listen to all the doubts and questions of our clients, as well as carry out our business campaigns, sales promotions and develop our work effectively. Thanks to all the messaging channels we have obtained great benefits, our customers are more satisfied with the support we provide and our work is much easier.

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Director comercial
Mid-Market
(201-500 employees)
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" Freshdesk the solution to automate the customer service"

What do you like best?

It allows to modify the colors of the profile improving the appearance at our whim, its panel is totally customizable, it is very intuitive, its customer service is very good, I like the interactive window to communicate with them, it has a very complete and extensive tutorial to learn how to use it and so we can familiarize ourselves with its platform, this platform has brought us multiple advantages that have helped us in terms of being able to provide adequate support to our customers, it is an adequate complement of our sales team, with its ticket system. I have saved a lot of time in being able to solve any misfortune to our clients, I really like the infome panel keeps me informed to always be monitoring my work team and see the satisfaction of our clients.

What do you dislike?

Has an excellent use tutorial but it still costs a bit to adapt to the platform not only happened to me but to my team we cost a little familiar, I think they should improve even more the chat function has not yet convinced me at this point, should improve even more the handling of spam, should have the option of attaching documents and images to help customers in the resolution of their problems, the rest I really like this platform has given us multiple advantages.

Recommendations to others considering the product:

follow the freshdesdk tutorials with caution to learn how to use your platform because it will be a little difficult to get used to it, do not wait any longer if you want to improve the relationship with your customers to satisfy the after-sales processes this system is appropriate, the workers of your company will thank you as well as your customers.

What problems are you solving with the product? What benefits have you realized?

We have allowed us to greatly improve the relationship with our customers so we provide adequate support to our sales, so we can maintain a timely communication with our customers to solve and solve any problem or problem improving response times keeping our customers satisfied all in Inversora Global 3D Caracas we are grateful with freshdesk.

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IT Director
Small-Business
(11-50 employees)
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"Perfect for small businesses functioning in a high tech world!"

What do you like best?

For one, we were able to make use of the free version of FreshDesk so that's a huge plus and really helps us manage our IT support desk issues. Tracking issues up to the point of resolution is easy and adding solutions to a knowledge base to go back to later is a very feature to have from a free piece of software.

What do you dislike?

For a while the mobile app for iphone was pretty bad for administrators and techs answering support tickets but after the last update some major features were changed and it has gotten better

Recommendations to others considering the product:

Run the free version if you have only a couple IT agents using the system and see how you like it! User registration can be a little complicated if you have a large user base but give it a shot

What problems are you solving with the product? What benefits have you realized?

It gives us a centralized location to track IT issues as well as somewhere for our users to turn to get their questions answered. It certainly helps a small business feel more corporate and ease some struggles a typical small business IT team would feel.

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Ingeniero de soporte
Mid-Market
(201-500 employees)
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"Freshdesk is a leader in the market, powerful and reliable"

What do you like best?

FreshDesk is simplicity and economy. I love the interface of this tool, where all the colors highlight each function from the title of the incident to date or the person who requested it. All emails and social network responses are displayed in the ticket interface according to their priority. I like the report tool that shows a graph of the resulting, pending or new incidents in the last 7 days. You can also program bots to answer, it's a wonder.

What do you dislike?

FreshDesk does not allow automatic routing of users. It is also inconvenient when you have many requests, because the website becomes slow and freezes, which hinders the use and administration of all functions, so I suggest that there should be an application for the operating system, so that the entire memory load is not in the browser.

Recommendations to others considering the product:

I recommend this program to implement with confidence. In terms of support, you have many options that you can take advantage of to maximize the management of tickets in your company. Freshdesk will be responsible for optimizing customer service and providing that desired satisfaction.

What problems are you solving with the product? What benefits have you realized?

For our organization, the implementation of Freshdesk, has given the capacity of ticket management to the clients and suppliers to whom we provide logistic processes daily, as well as the own incidents in the area of technology, where they sometimes fail cloud services that disable the programs that are running.

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Salesperson
Enterprise
(1001-5000 employees)
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"Freshdesk is ideal for call centers "

What do you like best?

With this help desk software, we find many innovative and precise ways to communicate with customers. Its design means that customers can understand us better, and that they do not get confused when sending technical support tickets. We like that your channels are varied, and that constantly reviewing the engagement of our most habitual clients does not take so much time. In addition, Freshdesk has excellent bases for self-service, and offers plans with great discounts.

What do you dislike?

The only thing we really dislike about Freshdesk is its price, since the entire suite is included in the payment plan, and therefore it is necessary to pay for 4 softwares instead of just one (thus being more expensive for the customer ). Freshdesk does not handle call routing automatically, it does not and does not allow monitoring of networks. An additional problem is that it does not implement a video calling system, which would be excellent to give better explanations to customers.

Recommendations to others considering the product:

The only recommendation that we could give about Freshdesk is to opt for the use of its training material before starting to use the software, since the platform may confuse some beginner users a bit due to the immense amount of customer service functions that has.

What problems are you solving with the product? What benefits have you realized?

With Freshdesk it has been easier to keep in constant communication with potential customers and buyers in general, since we can stay connected at all times. It has been used for feedback collections, to create automated responses, and to improve workflow. With Freshdesk you can manage a history of the support interactions given to customers.

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Salesperson
Enterprise
(1001-5000 employees)
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"Freshdesk is the number 1 Help Desk software "

What do you like best?

Freshdesk have captivated us the great part of their functions. For example, its comfortable orientation towards the realization of onboarding, and the organization of its self-service portal, which is also very easy to learn to use. We like your call routing system (usually almost everything related to calls is well above average).

What do you dislike?

One problem with Freshdesk is that the report creation system does not handle the fonts correctly, nor does it allow them to be organized quickly. The voice mail tool is slow, and does not offer sufficient sound quality. The calls do not have good quality at the time of recording (there is distortion in the background, this is the only drawback with the calls). Its life cycle tracking system does not allow adding as much information about the client as other softwares.

Recommendations to others considering the product:

This software is recommended to manage statistics of support tickets sent by customers, and to improve the relationship you have with them. It is highly recommended the integration between Freshdesk and a CRM platform, to further optimize customer relations.

What problems are you solving with the product? What benefits have you realized?

Freshdesk has provided us with excellent help with the management of our technical support tickets. It has become easier to sort and archive them, and their integration with cloud hosting software makes it convenient to store each document in the cloud. Your automated message delivery system has helped us save a lot of time.

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Project Manager
Enterprise
(5001-10,000 employees)
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"Freshdesk makes integration with social networks much easier"

What do you like best?

There is a lot of ease in tracking contacts and their life cycle. In addition, you can track the profits and contracts of the business. We really liked the quality of the call recording, since it is very high. The audio is incredible, and has an acceptable volume tone. It has a fairly stable street management tool. Few software contract negotiations have been as comfortable for us as Freshdesk has been. Your contract is very flexible. The deployment granted by this service has seemed very good. Freshdesk works properly on all types of equipment, regardless of its range.

What do you dislike?

It should be noted that Freshdesk has little capacity to lift work records. You can not manage tasks in an organized way as in other help desk softwares, and the way in which work surveys are carried out is quite slow. Its real-time monitoring system does not allow us to completely review the work of our employees.

Recommendations to others considering the product:

Freshdesk is ideal for integrating to social networks and offering solutions through them. Your categorization of contacts is very practical, and you can perform onboarding perfectly. It is ideal for tracking the life cycle of each client, and for routing calls. It is highly recommended for small businesses that wish to optimize their support ticket management. Freshdesk has given us one of the best services with which we have worked as a technical support department. They are excellent. Freshdesk luckily includes a variety of fairly large online documents, in order to greatly extend end-user learning. We recommend this.

What problems are you solving with the product? What benefits have you realized?

This is an excellent help desk platform, which contains a good phone key imput system. His guided problems solving always solves the problems and doubts that the user has. The platform also offers import system for databases, and allows to categorize contacts.

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Project Manager
Mid-Market
(501-1000 employees)
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"Greater communication and customer service"

What do you like best?

I like Freshdesk thanks to its ease of use, it has contributed its functionality to the technical support for all the clients that send their questions. I consider that it has complete tools, such as a chat and instant messaging that allows me to respond in real time to the inconveniences of my clients. It has options and tools that contribute to perform great functions, together it provides real statistics of claim tickets.

What do you dislike?

There is little personalization that can be offered, it would be better if each work colleague had a more comfortable board for a better experience.

Recommendations to others considering the product:

Freshdesk is an exceptional, fast and efficient software that turns out to be really useful for our work, I recommend that you also test its benefits.

What problems are you solving with the product? What benefits have you realized?

Facilitates communication in my work, allows me to approach clients through the messaging tool that offers, providing the ability to help our customers with any questions they may have and thus find the best possible solutions. We can cover more claims thanks to the newsletter service, so we do not leave any client outside and we can improve our service to the client.

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Salesperson
Enterprise
(1001-5000 employees)
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"Freshdesk presents stable solutions for handling Help support"

What do you like best?

First of all, we like the report editor of statistics integrated into the Freshdesk platform. We really like your CRM integration, since it has a powerful multichannel communication system (with chat included). Its instant messaging service is quite stable, and provides many tools for real-time monitoring of responses to support tickets.

What do you dislike?

We do not like your open API tool, as it is very slow. It does not have a panel of activities organized enough to display contacts and properties on a single screen. Contact history takes time to load, and automated notifications have few customization options. We do not like that your customer service depends so much on the open forum with the peer community. Its integration with Jira has performance errors. We do not like to send emails to customers notifying that tickets are closed.

Recommendations to others considering the product:

We highly recommend Freshdesk for the realization of onboarding, and to easily review the life cycles of each client. This software has fascinated us from the beginning for its handling of tasks and incidents. It is excellent to review engagement with clients.

What problems are you solving with the product? What benefits have you realized?

The deployment of this platform in the cloud has been very helpful for us. Freshdesk has represented an enormous advantage to be able to run on all kinds of equipment. It has been helpful for us to bring historical sales and indexation of support tickets.

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Regional Sales Manager
Small-Business
(11-50 employees)
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"Freshdesk, efficient technical support"

What do you like best?

I think the best thing about Freshdesk is the product in general because all its tools make the application a perfect system to offer technical support to any type of business, from small businesses to high level companies with thousands of users.

Configuring FreshDesk is essential to obtain the maximum performance of the application and that our technical support team can work with our clients in the most efficient and fast way giving solutions to the problems that appear. The configuration is done through the dashboard of the application and although it contains a lot of options, the most basic configuration to make the application work is very fast and easy to do.

One of the things that I like most about this technical support platform is that it allows us to organize the technical support personnel by separating them by departments (sales, payment management, general doubts ...) so that the management of tickets and chats of support is more effective.

What do you dislike?

There is not something I do not like about FreshDesk but it is true that the configuration of the application can take some time (I mean the complete configuration of the application) but I think it is an important step if you want your support system to work correctly.

Recommendations to others considering the product:

It is very important that when you realize the configuration of the FreshDesk support system you take into account the structure of your company and the type of support you intend to offer so that you can divide your staff in the correct way, this is very important if you are looking to create a fast and efficient support system.

What problems are you solving with the product? What benefits have you realized?

The technical support that we had at the moment was a bit chaotic because we did not use any application like FreshDesk because when we used the trial period of FreshDesk for a week we decided to buy without hesitation the complete application for our company. Since we did it, we have improved the ticket resolution speed and the wait times are much smaller.

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Software Developer
Small-Business
(11-50 employees)
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"Freshdesk, an improved platform to offer technical support"

What do you like best?

In my opinion, Freshdesk is a technical support platform that is characterized by offering a very good overall experience for both the user and the people working on the platform. As a normal user is greatly appreciated the facilities that the application offers to solve problems through tickets or help FAQs, also your livechat is a very useful tool that works very well to solve problems quickly and efficiently without starting tickets

Another aspect of the application that stands out is the possibility of integrating applications through the API tools. This makes the platform one of the most versatile in this regard. But what I like most about the application is the possibility of configuring automatic responses from the Livechat, this is very useful to help our clients when our support service is saturated or not available because it is too late.

What do you dislike?

What I liked the least about the application are the reports offered by the application and its statistics, personally I think there is a lack of additional information but nothing else, otherwise the application is very useful and works very well.

Recommendations to others considering the product:

Definitely recommend Freshdesk if you are looking for a good tool that allows you to offer technical support at a price but without leaving aside the most advanced tools to help your customers as support through tickets, emails, FAQs or Livechat.

What problems are you solving with the product? What benefits have you realized?

We had many problems to manage our customers in an orderly manner so we decided to try FreshDesk in its trial version and we were convinced, since then everything has improved a lot in this aspect since we can do all the technical support in an organized way which it has freed us from the previous stress by having to manage everything through emails.

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Sales and marketing leader
Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"intuitive support software, full of functionalities and affordable"

What do you like best?

With Feshdek you can optimize your Help desk with automations that work 24 hours a day, to ensure that your support process is as fluid as possible and can automate the routine tasks of your Help desk, such as setting priorities, tracking tickets or other operational tasks that help you operate your support department so your team can make better use of your time and create a perfect support experience for your clients and manage to create and use the dynamic sections in your ticket form to help your agents to filter the tickets in a simple way and solve them more quickly.

What do you dislike?

There have been problems with the integration of social networks and is not integrated with the portal and it has become difficult to manage the software in this area but everything works perfectly

Recommendations to others considering the product:

Freshdesk I recommend it because you can automate the allocation of tickets to group agents using intelligent techniques to ensure that the workload has an optimal distribution and therefore each agent will have a balanced list of pending tasks, and also Freshdesk can also adjust automatically the amount of tasks when someone is taking a break and you can also configure allocation rules based on the experience of their agents and with this software you can track tickets or other operational tasks that help you operate your support department and So the team can make better use of their time and create a perfect support experience for their clients.

What problems are you solving with the product? What benefits have you realized?

With the implementation of Feshdek in the company has been able to improve many things and streamline the pending work is achieved and the generation of scheduled reports and in this way we receive all the reports that we need automatically in our inbox according to the programming we have planned and the creation of dynamic ticket forms and has helped our agents to filter tickets in a simple way and solve them more quickly and, most importantly, tickets prioritize them by type of client, where they write from, which language they speak to us , or even based on what they say and thus we are sure that the most important tickets are answered before and we have managed to optimize the communication with our customers that is a high priority for us as a company.

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Marketing Manager
Enterprise
(1001-5000 employees)
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"Freshdesk provides many useful options for Help desk"

What do you like best?

The best thing about Freshdesk is its excellent integration through the use of API tools. In this sense, the platform is versatile enough to improve the management of customer assistance through emails and social networks. We like that notifications can be automated, and that the integration of CRM is so comfortable. It is very easy to communicate with our customers, due to its excellent unified communications system.

What do you dislike?

Something we do not like about Freshdesk is its workflow manager. This does not allow to create reports and statistics correctly. We do not like your contact history management, since you can not monitor all the information dealing with them. We are annoyed that your survey and comment management tool does not have enough automation capacity. In addition, the Freshdesk activities panel takes time to update. Its integration with Podio is quite slow.

Recommendations to others considering the product:

Freshdesk seems to us the perfect tool for self-employed workers, companies of different sizes, non-profit organizations, and even for public administrations. We recommend it a lot for Android devices. An excellent integration for Freshdesk is achieved with the Clarizen platform, fully recommended.

What problems are you solving with the product? What benefits have you realized?

Freshdesk has unified our communication with users a lot. Our online support service is at its best, as is our forum manager and telephone support. Its integration with Freshdesk chat has facilitated the way in which our team shares information.

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systems engineer
Mid-Market
(51-200 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Multiple functions in a single interface "

What do you like best?

Excellent platform in the cloud that allows you to keep up with customer queries, in addition to having great integrations with our CRM used in the company, which expands our options in the field, is worth mentioning the Marketplace store where I can select additional solutions that can be integrated with freshdesk, the platform allows automate routine tasks which can be solved with a few clicks, in order to give predefined answers and lighten the workload. The ticket system is one of the simplest and easiest programs and putting it to work has allowed us to move forward with customer service and serve them according to their needs in the shortest possible time.

What do you dislike?

I have had problems but fortunately it was solved at an optimal time with the registration of the service, since the account used had problems with the password, which was lost and it was not easy to recover the password until support was contacted who lent all the necessary support.

Recommendations to others considering the product:

Recommended its price is quite cheap and you have a trial period of 21 days without commitments, they do not even ask for your credit card, they track you via email to maintain a communication with freshdesk in case of acquiring the service.

What problems are you solving with the product? What benefits have you realized?

My experience with freshdesk has been excellent since we have the platform in the company, it is very pleasant to track customers through a system of prioritized tickets, although we have less than a year using the service I can say that the company changed forever thanks to freshdesk, the work in the company is more dynamic and the performance has improved substantially, the communication between us is more effective and profitable thanks to the fact that we have program integrations that we already used in the company, which allows the assertive communication between the members of the project team of the company.

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Software Engineer
Small-Business
(11-50 employees)
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"Eine professionelle Lösung für den technischen Support"

What do you like best?

Ich nehme an, dass Freshdesk eine der umfassendsten Optionen ist, da es sich bei Freshdesk um eine technische Hilfe handelt und die Aufmerksamkeit des Benutzers auf das Dashboard lenkt, das eine der Optionen bietet, die denen anderer ähnlicher Anwendungen überlegen sind massiven Teil der Anwendung auf intuitive Weise über ihre Menüs. Obwohl nicht mehr das gesamte Los über das Dashboard angepasst werden kann, können auch externe Plugins verwendet werden, die in die Software eingebunden werden können und das Hinzufügen neuer Funktionen ermöglichen.

Was den Benutzer betrifft, könnte das Dienstprogramm sehr nützlich sein, da es dem Verbraucher ermöglicht, sich anhand der Empfehlungen in den häufig gestellten Fragen des Verbrauchers beraten zu lassen, während er ein Unterstützungspreisticket entwickelt, so dass die Zweifel in vielen Fällen vor der Erstellung des Unterstützungstickets geklärt werden. Jede andere erstklassige Funktion von Freshdesk ist die Fähigkeit, unsere Assistenzabteilungen auf die Verwendung von Hierarchien und Abschlüssen vorzubereiten, sodass wir in jeder Branche außergewöhnliche operative Rollen entdecken können.

What do you dislike?

Technisch gesehen ist es ein großartiges Hilfsprogramm, und ich habe nichts Schlimmes an seiner Funktionsweise gesehen, aber etwas, das mir beim ersten Einsatz von Freshdesk nicht gefallen hat, hat sich dahingehend geändert, dass einige der aufregendsten Funktionen im Testmodell nicht getestet werden können Leute, die sich zum ersten Mal um Freshdesk bemühen, werden unter Druck gesetzt, das Abonnement zu bezahlen, um das Produkt absolut prüfen zu können.

Recommendations to others considering the product:

Verwenden Sie Freshdesk ständig in seinem hochmodernen Modell, um die bestmögliche Gesamtleistung zu erzielen. Ich schlage außerdem vor, dass Sie mindestens die Lizenz "Blossom" besitzen, da die Anzahl der Lose sehr begrenzt ist und am meisten zum Auschecken dient. Ich schlage Freshdesk außerdem für Gruppen mit einem hohen Kundenvolumen vor, da Freshdesk meiner Meinung nach auf diese Art von Großunternehmen ausgerichtet ist, obwohl dies nicht bedeutet, dass Sie es nicht in einem kleineren Unternehmen einsetzen können.

What problems are you solving with the product? What benefits have you realized?

Bei der Arbeit bin ich ein Freshdesk-Administrator einer der Abteilungen, damit ich das Recht auf Zugang zum Dashboard vollständig habe. Meine Arbeit ermöglicht es mir, alle Benutzer meiner Bühne über Freshdesk zu organisieren, damit wir uns organisieren können, um eine zu bieten Leistungsstärkere und schnellere Hilfe für Benutzer. Auf dem Weg zu diesem Tool können wir diese Art von Verpflichtungen fast routinemäßig erfüllen.

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Sales Manager
Mid-Market
(51-200 employees)
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"Freshdesk ofrece características altamente intuitivas que se apoyan muy bien entre sí."

What do you like best?

El panel de control completamente personalizable permite a los miembros del equipo identificar instantáneamente cualquier tarea urgente y ponerse a trabajar de inmediato. La herramienta es bastante fácil de navegar y manejar una vez que la usas. Con la cantidad de detalles en todas las funciones y el nivel de automatización disponible, tomará un tiempo antes de que pueda comenzar a aprovechar al máximo el producto.

What do you dislike?

Una curva de aprendizaje empinada.

Es costoso si desea maximizar el valor que obtiene de la herramienta.

Recommendations to others considering the product:

Si planea utilizar Freshdesk únicamente con fines de administración de tareas sin la participación del soporte al cliente en cualquier momento, debe considerar una herramienta alternativa. Simplemente no vale la pena el costo sin el aspecto de atención al cliente.

What problems are you solving with the product? What benefits have you realized?

Las opciones de automatización de tareas de rutina y flujo de trabajo, la posibilidad de gestionar todas las tareas desde un solo centro y contactar a los clientes a través de cualquier canal utilizando la misma herramienta hacen que todo el proceso sea sumamente conveniente, eficiente y productivo.

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Sales and Marketing specialist
Mid-Market
(501-1000 employees)
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"Great software that guarantees customer satisfaction in less time!"

What do you like best?

This software allows the process of customer service to be more fluid in the solution of problems. It provides a business domain in which each of them is received in an organized manner, allowing to share with the work team while generating expiration time by accelerating the response to the client achieving short-term goals allows to have at the market level an excellent image of the company through the timely response to customers being these multipliers of the attention received, requires a simple registration to be adjusted to the team.

What do you dislike?

It really is a well-designed software to respond in real time to each situation that is generated during the provision of customer service, it works without problems.

Recommendations to others considering the product:

This software is very useful especially for companies dedicated to the provision of services or sales being more efficient in the timely solution of incidents, questions or problems that may arise, Freshdesk allows to bring this area more organized and practiced without wasting time.

What problems are you solving with the product? What benefits have you realized?

It allows for better handling in the control of incidents at the corporate level, guaranteeing the response in less time to the client, something that was previously disorganized, now with freshdesk it is more interactive and fluid, managing to keep the client satisfied without setbacks, something very important in my area of ​​work such as sales and marketing where customers are the main axis, allows to share ticket between the work team and visualize the same information at a general level.

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Sales Manager
Internet
Small-Business
(2-10 employees)
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"A professional solution for technical support"

What do you like best?

I think that Freshdesk is one of the most complete options as a technical support system and user attention thanks to its dashboard that contains one of options far superior to those of other similar applications, Freshdesk is an interesting alternative that allows you to customize a large part of the application in an intuitive way through their menus. Although not everything can be customized from the dashboard we can also use external plugins that can be installed in the application and that allow adding new features.

As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.

What do you dislike?

Technically I think it's a great application and I have not seen anything negative about its operation but something I did not like the first time I used Freshdesk was that some of the most interesting features can not be tested in the trial version, so thet people who try for the first time Freshdesk are forced to pay the subscription to be able to test the product completely.

Recommendations to others considering the product:

Use Freshdesk always in its latest version for optimal performance and I also recommend that you have at least the license "Blossom" since the free is very limited and only serves for testing. I also recommend Freshdesk for businesses with a high volume of users since in my opinion Freshdesk is oriented to this type of big business, although this does not mean that you can not use it in a smaller business.

What problems are you solving with the product? What benefits have you realized?

At work I am a Freshdesk administrator of one of the departments so I have full access to the dashboard, my work allows me to organize all the users of my level through Freshdesk so that we can organize ourselves to offer a more effective and fast support to users, thanks to this tool we can do all these tasks almost automatically.

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Sales And Marketing Specialist
Internet
Small-Business
(11-50 employees)
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"Tolles Werkzeug für Unterstützung und mehr"

What do you like best?

Freshdesk ist eine Reihe von Tools, die sich auf die Verwaltung des Supportbereichs eines Unternehmens konzentrieren. Daher bietet Freshdesk eine Vielzahl von Anwendungen, die um Freshdesk herum aufgebaut sind, wobei der Chat für die einfachsten Supportfälle oder das Ticketing-System und die Skalierung hervorgehoben wird.

Das Erscheinungsbild des internen Teils oder des Dashboards von Freshdesk ist sehr übersichtlich und einfach gestaltet, so dass der Benutzer durch das Navigieren in seinen Menüs immer leicht findet, was er braucht. Es ist sogar möglich, die Suchoption zu verwenden, um den gewünschten Bereich zu filtern zugreifen.

Ein weiterer interessanter Teil der Anwendung ist, dass wir in Echtzeit Statistiken sehen können, die die Anzahl der aktiven Tickets, geschlossene, laufende, aufgelöste usw. widerspiegeln. Auf alle diese Statistiken können Filter angewendet werden, um einen bestimmten Fall zu finden .

Es ist auch möglich, unsere Support-Techniker in verschiedene Kategorien oder Abschnitte zu unterteilen, sodass wir eine Support-Hierarchie organisieren können, in der Probleme je nach ihrer Komplexität auf erfahrenere Techniker eskalieren oder an andere Abteilungen weitergeleitet werden können.

What do you dislike?

Um etwas Negatives zu sagen, hätte ich gerne eine Option mit mehr Themen zur Anpassung des Dashboards angeboten, obwohl die Standardeinstellung sehr sauber und intuitiv ist. In der Lage zu sein, unter ähnlichen Motiven auszuwählen, nur das Ändern ihrer Farben kann interessant sein .

Recommendations to others considering the product:

Sehen Sie sich vor dem Kauf der Anwendung die Preise und die Modalitäten an, die sie anbietet, da Sie je nach Größe Ihres Unternehmens zwischen dem einen oder dem anderen wählen können und der Preis je nach Bedarf steigen oder fallen kann.

What problems are you solving with the product? What benefits have you realized?

Steigern Sie unsere Effizienz bei der Arbeit, da wir uns jetzt nicht mehr persönlich für die Verteilung der Arbeit organisieren müssen, da die Anwendung jeden Support-Techniker automatisch einer Person oder einem Ticket zuweist. Wir haben die Anwendung sehr gut bearbeitet, weil wir jetzt viel weniger Zeit für Aufgaben verlieren, die Freshdesk jetzt erledigt.

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Software Programmer
Internet
Small-Business
(Myself Only)
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