Freshdesk
Freshworks Inc.External reviews
3,448 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy to Use
What do you like best about the product?
The solution is powerful and almost never has issues. I like the new Mint interface
What do you dislike about the product?
We really would like an on-premise version so we could keep our customer information in house and not in a cloud solution. Is this possible?
What problems is the product solving and how is that benefiting you?
We use this to monitor our help desk and provide internal customer service.
Fresh Desk Review from a daily user
What do you like best about the product?
I like that we can configure it to meet our ever changing needs.
What do you dislike about the product?
That the management can make changes and we don't have to be informed.
What problems is the product solving and how is that benefiting you?
We use it to monitor all of our clients questions and issues. It keeps all of the issues sort-able by client /contact or level of impact. I give our client the chance to rate us as well with little surveys.
Recommendations to others considering the product:
Take the time to test all the features. There is a lot to use and learn.
Advertising Publisher Alert System Ticket Monitoring/Response Management
What do you like best about the product?
While we seem to be using Freshdesk in a way it is not regularly intended, the support team has been very responsive in helping us sort out any issues.
What do you dislike about the product?
Because of the way we are using Freshdesk, there are some growing pains in figuring out these issues and some of the ways we want to do things may not be possible; however, we realize we are trying to use the system for a different purpose than most and have still be successful in getting most of what we are looking for out of it. The dispath'r tool can take a while to get the rules set up and working how you want them.
What problems is the product solving and how is that benefiting you?
We are trying to consolidate or advertising publisher alert system for all of the different alerts that come in for a variety of issues that can occur. Tickets are created via an API or a support email and we review and respond to them accordingly. We are primarily using Freshdesk and an internal tool but were about to set up outside contacts for any vendors who need to be involved in further reviewing tickets. We are using Freshdesk to better manage the review process of these issues and to be able to track performance.
Recommendations to others considering the product:
Don't be afraid to ask questions. They are very responsive and willing to help you figure out what you are trying to do and will be honest if they cannot do something.
Great tool for customer service
What do you like best about the product?
I like the intuitive way the platform is created and the way you can handle your incoming requests. Helps you keep good track of everything and making sure you reply to every single one of your customers.
What do you dislike about the product?
The bugs that can sometimes occur with Freshdesk Mint.
What problems is the product solving and how is that benefiting you?
Sorting out the customer service and making a good system out of it.
Freshdesk is a good work tool for a customer support
What do you like best about the product?
I really like the simplicity of freshdesk.
What do you dislike about the product?
I think the customisation of your freshdesk could be better.
What problems is the product solving and how is that benefiting you?
I handle customer support.
Recommendations to others considering the product:
It's really good.
Very Customer service tool
What do you like best about the product?
Easy to use and configure. the ergonomy is simple and efficient. lot of fields and options can be customized. We are using Freshdesk for IT service desk - it is not an ITSM tool but our need for tool offering good interactions with customer was very urgent and we have been able to have it ready in a matter of days.
Support is already reactive and efficient
Support is already reactive and efficient
What do you dislike about the product?
as IT tool, features are limited but we knew it. I guess for BPO type of work, it must very good
What problems is the product solving and how is that benefiting you?
we improved a lot customers' experience
I use Freshdesk every day, though maybe not to the depth that I could.
What do you like best about the product?
I like the fact that everything from our support email goes to one place, and it makes conducting support correspondence really easy. Definitely preferred to my Outlook inbox. Love the filters and the ease I have finding things.
What do you dislike about the product?
Honestly, the things that I am missing, so far anyway, have been an issue of education, not of your platform. Everything I need is there, if I look for it.
My only issue is this: The "Explore" link ("?" on the upper-right of page) errors, with this:
The webpage at https://support.actioncardapp.com/announcements/account_login_url?redirect_to=https://productupdates.freshdesk.com/support/home#mint=undefined&email=jeremys@volanosolutions.com&account_id=199792&lang=&plan=blossom&state=active&articles_tag=SWMintAdoption,agent might be temporarily down or it may have moved permanently to a new web address.
My only issue is this: The "Explore" link ("?" on the upper-right of page) errors, with this:
The webpage at https://support.actioncardapp.com/announcements/account_login_url?redirect_to=https://productupdates.freshdesk.com/support/home#mint=undefined&email=jeremys@volanosolutions.com&account_id=199792&lang=&plan=blossom&state=active&articles_tag=SWMintAdoption,agent might be temporarily down or it may have moved permanently to a new web address.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us an automated repository for correspondence that is at once easy to maintain and keep clear of junk,and quickly navigable when accessing support histories.
FreshDesk
What do you like best about the product?
Always improving, to better help the customer with their ticket management, and they are quick to reply to help
What do you dislike about the product?
Needs more robust Solution / Knowledge Base features.
What problems is the product solving and how is that benefiting you?
I asked a Question about chat reporting functionality. They don't have the capability to report on how long agents were available for chats, only how long they were engaged with customers in chats.
GDPR-questions
What do you like best about the product?
I was correctly and friendly handled from the support. I got the best of support with my questions.
What do you dislike about the product?
Nothing that I can say I disliked! If I have to say something it would be the delay of one answer that took a day to get. But it was for me acceptable.
What problems is the product solving and how is that benefiting you?
I got help with answers according to GDPR compliance. I also got help with getting the material from a webinar that I attended.
Complete tool and excellent customer service
What do you like best about the product?
You can modify almost everything from the administration of the freshdesk, but if at any time you find any problem, the attention is personalized and very fast.
What do you dislike about the product?
The tickets fields part does not have a multilanguage system and the support is not available in Spanish, to put a glue, although with English, you can communicate perfectly.
What problems is the product solving and how is that benefiting you?
With freshdesk, we have solved the whole ticketing system of the company. At the same time, KPIs solve our problems, as they have many graphics, easy to use and understand. It is very manageable and easy to configure
Recommendations to others considering the product:
Easy to use and very convenient to implement. You always have support behind you, which helps you understand what you want.
showing 991 - 1,000