Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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Terrific ticketing system
What do you like best about the product?
Freshdesk makes it easy to designate teams and ticket queues, group contacts by customer, and search prior ticket submissions. It's simple to create custom ticket views based on various criteria. We selected Freshdesk after comparing over a dozen similar systems, and we've been very happy with the choice.
What do you dislike about the product?
1. Linking tickets works, but having to do it via a tracker is inelegant, and shouldn't be a requirement.
2. Sharing ticket access with members of different groups is also clunky. You shouldn't have to make someone a collaborator or a watcher, you should just be able to add them to an "access" list.
3. Managing tags can be very unwieldy. Maybe AI could be used to help identify tag typos and possible duplicates (e.g., "CCDuplicateCharge" and "DupCCCharge", or "DuplicateRefund" and "RefundDuplicate").
3a. When multiple entities share one instance of Freshdesk, only tags for that entity should be searchable. Even better: each group has its own set of tags.
4. Agents should be able to belong to multiple groups, but choose which queues will auto-assign tickets to them. Currently, when you get added to a group, enabling ticket assignment sends tickets from all groups.
2. Sharing ticket access with members of different groups is also clunky. You shouldn't have to make someone a collaborator or a watcher, you should just be able to add them to an "access" list.
3. Managing tags can be very unwieldy. Maybe AI could be used to help identify tag typos and possible duplicates (e.g., "CCDuplicateCharge" and "DupCCCharge", or "DuplicateRefund" and "RefundDuplicate").
3a. When multiple entities share one instance of Freshdesk, only tags for that entity should be searchable. Even better: each group has its own set of tags.
4. Agents should be able to belong to multiple groups, but choose which queues will auto-assign tickets to them. Currently, when you get added to a group, enabling ticket assignment sends tickets from all groups.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us track support requests and internal projects.
Great support tools
What do you like best about the product?
French desk helped earn in productivity it it Is Really, Easy to Use and to setup
What do you dislike about the product?
The Market Place Is Sometime a Bit buggy
What problems is the product solving and how is that benefiting you?
Helpdesk is helping us solve the documentation and te customer relationship
Freshdesk - The all in one ticketing platform
What do you like best about the product?
This ticketing platform serves as a single source of truth to all your queries handling.
It comes with a capability to integrate queries we recive from multiple source.
The implementation process is so smooth. In most of other product the we introduce to users this is the only one which had very minimal adoption issue due to its ease of use.
Definatively they have a greater customer support. For all the queries that i have raised so far they helped throught out the process to sort it out / clarified the issue asap.
It comes with a capability to integrate queries we recive from multiple source.
The implementation process is so smooth. In most of other product the we introduce to users this is the only one which had very minimal adoption issue due to its ease of use.
Definatively they have a greater customer support. For all the queries that i have raised so far they helped throught out the process to sort it out / clarified the issue asap.
What do you dislike about the product?
The one downside that i see with this product is the customer succes team. they rarely get in touch with us. when product keep evolve someone has to reachout to the to the customer and explain the new capability of the product. That may lead to new business opportunity to both the teams. I personally doesn't find any issues with the feature capability.
What problems is the product solving and how is that benefiting you?
Earlier in our organisation we didn't had any ticketing tool. Now we have integrated our organizationofficial contact mails. per day we receive around 200 queries mix all request, complaint, feedback. Before implementing freshdesk the managemnet were not sure is all these request are addressed, at what time they responded, is the complaint got reolved what CAPA has taken. now we are tracking all these metric which has led to better customer service.
Great Ticketing Tool
What do you like best about the product?
The ability to group agents, automate redundent ticket tasks and customize ticket views
What do you dislike about the product?
when customers create tickets via email there is no way to configure the ticket details via email. We have tried having them put a priority within the subject but everything comes in as 'low' and none of the mandetory fields are filled out like they would be if the customer had created the ticket within the portal.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk as an IT ticket support portal for our clients
NICE
What do you like best about the product?
Easy ticket system. Easy to help other team members out.
What do you dislike about the product?
to many hands in the cookie jar. both or all team members can be on the same ticket.
What problems is the product solving and how is that benefiting you?
Tacking tickets
We reduced first response time by 80%
What do you like best about the product?
We use automations to do quick clean-up, and are better able to collaborate across teams.
What do you dislike about the product?
Not being able to change the TO field on a reply.
What problems is the product solving and how is that benefiting you?
Analytics - we're able to track our SLAs
A user friendly platform that's easy to use which will give you the results you need
What do you like best about the product?
The flexibility setting up the board to your needs.
What do you dislike about the product?
There isn't anything that comes to mind that I dislike
What problems is the product solving and how is that benefiting you?
Streamlined support system.
Supporting Customer with Freshdesk
What do you like best about the product?
Great automation abilities, cross departmental abilities and reporting.
What do you dislike about the product?
AI tools are not particularly usefull. Some legacy things like manditory default status that could be improved.
What problems is the product solving and how is that benefiting you?
Ability to run our support desk and call centre all from freshdesk
Increased Understanding of Root Causes, Trends and Inter-Business Interactions
What do you like best about the product?
The reporting elements and capabilities are massively detailed and can be tailored to provide whatever data is needed.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
What do you dislike about the product?
Being web-based, it can be a bit clunky.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to monitor my team's productivity to a certain degree, but most importantly it allows me to delve into summaries of query types, root causes and resolutions.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
Our Experience with Freshworks
What do you like best about the product?
I continue to like what I have mentioned in the past.
What do you dislike about the product?
Innovation and adoption of AI
Build of new age features is very slow
Visibility of future roadmap
Build of new age features is very slow
Visibility of future roadmap
What problems is the product solving and how is that benefiting you?
Helped in Improving our customer support experience.
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