Freshworks.com Ocene - 13

I've never had such terrible customer service!

I've never had such terrible customer service! Freshsales has been glitchy and problematic for a year. Support tickets stay open for weeks, and their team blames customers instead of fixing issues. Their chat often fails, losing conversation history, wasting HOURS of time and money. Freshworks' support team is clueless. Even when you reach them, their "solutions" don't work, and they don't believe you when you explain why. It's frustrating to spend so much money and time on software that's now a big mistake for our business.

I can't believe the level

I can't believe the level of incompetence I experienced from this company. I was receiving phishing spams from someone posing as a federal agency and when I tried to get help from Freshdesk/FreshSales, it was a complete bullsht. It took them days and numerous emails just for them to take any sort of action. The fact that I had to constantly remind them of my email address and ticket number is ridiculous. As if dealing with a crime wasn't frustrating enough, I had to deal with their incompetence. It's absolutely unacceptable that it took so much effort for them to understand something as simple as an abuse complaint. In the end, I gave up because it seemed like they didn't care. It's a shame that a company can be so careless about the criminal activity happening on their platform.

world-class experience

world-class experience with the sales team during your discussion phase. Once you sign a contract, customer service and tech team will vanish, delay the response and often repass your requests from one person to another. I ended up cancelling my deal within the first 30 days and now, two months later, they are still trying to collect payment for a project that never went through.

We switched from an old on-prem ITSM

We switched from an old on-prem ITSM tool that we had used for about 15 years. Moving to a cloud-based SaaS tool was not simple. We faced several obstacles. Being a security-focused company, getting my internal security team to approve the tool was a bit tough. But, FreshService had all the features to ensure a very secure setup of the software. Also, FreshService provided many features that our old on-prem tool didn't. The ability to run workflows was a huge plus. I appreciate being able to create workflows with "if this happens, then do this." The API made transferring our data from the old system to FreshService quick and simple. We moved all our old tickets, attachments, and data. The API made it easy – though you need some programming skills for this. I'm a C#/.NET guy, but using Powershell and FreshServicePS by Flycast made it straightforward. The support team was there to help with the setup and address my initial questions. My team has really enjoyed using the software, and there is a lot of activity on the ticketing system. We have about 50 people, and after a few training sessions, everyone is using the system actively. The FreshService team releases updates every month. This includes new features and improvements to existing ones.

We've been using Freshservice for a while now

We've been using Freshservice for a while now, and it's only getting better. The support team is fast at responding to any issues, and the managers are always happy to communicate with us. They clearly care about making the product better, and when we come across any areas that aren't quite right for us, they are quick to either improve the product or help us find a solution.

FreshWorks offers very

FreshWorks offers very useful and problem-solving solutions. What's great is that they provide a free version without any time limitations, allowing us to thoroughly test the product before considering a paid version. This flexibility is greatly appreciated.

FreshWorks provides helpful

FreshWorks provides helpful solutions. Their free version allows for extensive testing before upgrading. I utilize FreshPing, simple to set up and effective for our server.

Their support is great, they always

Their support is great, they always answer my emails, and they always make sure my issue is fixed if I don’t reply :)

This tool is awesome!

This tool is awesome! It does all we need. The interface is easy to understand. We got started fast.

Freshworks is an awesome system

Freshworks is an awesome system that lets you track your projects from the lead stage to the opportunity. Its 100% accuracy ensures you never miss following up a project, which is essential for sales. This is a system all businesses should invest in. "It's faultless."

FreshSales has given us a way to make

FreshSales has given us a way to make our communication with customers easier. We made a plan to send emails when they do things on our site. Saves us a bunch of time.

Their support is the good.

Their support is the good. They always respond to my emails and make sure my problem is fixed even if I don’t reply :)

Well, honestly, this company's platform

Well, honestly, this company's platform lacks a basic feature: a 'compose' button to start a conversation with a customer. It's frustrating. You can't just click and text a customer or initiate an email. They call it a 'reply only' platform, but if a customer calls in, sending them an email or text response requires going to a different tab and following multiple steps. It's really inconvenient and makes it the worst platform we've seen.