Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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It is user friendly
What do you like best about the product?
It is user friendly and views can be created easily
What do you dislike about the product?
Unbale to see counting in any view which is required feature
What problems is the product solving and how is that benefiting you?
Customer support and queries. It's easy and user friendly
freshdesk is versatile and easy to use
What do you like best about the product?
The fresh desk allows me to raise tickets quickly, monitor them up to the closure, and refer back using the ticket ID.
What do you dislike about the product?
I like everything about fresh desk because the challenges that generally arise are quickly sorted
What problems is the product solving and how is that benefiting you?
I currently use Freshdesk to raise aftersales tickets source the HR management tool, among other solutions.
Recommendations to others considering the product:
Freshdesk provides a wide range of solutions, including the HR management tools
Great and an efficient HelpDesk!
What do you like best about the product?
I personally like the single ticket view, It's readable and is not so complex such as HubSpot Email
What do you dislike about the product?
Dashboard and Reports basically need a better design.
What problems is the product solving and how is that benefiting you?
Actually, we're using the FreshDesk for our solve our WordPress products
Easy To Manage Helpdesk + App
What do you like best about the product?
It's fast and has all the features of a help desk ticket that I need. I can customize by adding fields of different types, and the API is easy to use also. It's really fast, upon clicking create ticket my app is dinging that there is a new customer need or response.
What do you dislike about the product?
I wish the app could handle user switching. Many helpdesks use Freshdesk, but I can only use one on my phone as it takes too long to log out and log in again.
What problems is the product solving and how is that benefiting you?
My clients can make requests and report problems easily. I can track the hours that it takes me to work on each ticket and quickly cross-reference other tickets being able to search for keywords or tags.
The best (?) among the worst resources for Customer Support
What do you like best about the product?
Pretty simple to use. Almost instinctively understandable interface (but only when it comes to agents work, because admin section is a mess, unfortunately).
Comparing it to some competitors, it's more user-friendly in the aspect of it's features. Freshdesk works with both emails (tickets) and chats, where you f.ex. could create the ticket from the chat, while some others similar resources are just chats or just tickets alone.
Comparing it to some competitors, it's more user-friendly in the aspect of it's features. Freshdesk works with both emails (tickets) and chats, where you f.ex. could create the ticket from the chat, while some others similar resources are just chats or just tickets alone.
What do you dislike about the product?
Mutual integration with Jira Atlassian doesn't work well at all. Those tickets in Freshdesk which get new comments from Jira often do not have their status properly updated and thus agents can't see there is some answer or info request coming from Jira escalation.
Freshdesk has slow and not fully professional Customer Support. Which is very ironic, because Freshdesk is a resource for Customer Support itself, still their own Customer Support is pretty unprofessional in the most of occasions. Freshdesk Customer Support Agents don't seem to have access to the chat logs, so they always ask for multiple screenshots which is extremely inconvenient.
Yesterday, when we faced problems with the auto-assignment of the chats, they knew they had some temp bugs with "advanced automation rules" and didn't say it at once, so we had to go through alot of unnecessary questions to get to this point.
Also admin options and preferences section is chaotically organized, some useful features are missing (like advanced ban options - temporal ban, ban by user email et c. et c.), some options are too complicated to understand and thus to execute properly.
Freshdesk has slow and not fully professional Customer Support. Which is very ironic, because Freshdesk is a resource for Customer Support itself, still their own Customer Support is pretty unprofessional in the most of occasions. Freshdesk Customer Support Agents don't seem to have access to the chat logs, so they always ask for multiple screenshots which is extremely inconvenient.
Yesterday, when we faced problems with the auto-assignment of the chats, they knew they had some temp bugs with "advanced automation rules" and didn't say it at once, so we had to go through alot of unnecessary questions to get to this point.
Also admin options and preferences section is chaotically organized, some useful features are missing (like advanced ban options - temporal ban, ban by user email et c. et c.), some options are too complicated to understand and thus to execute properly.
What problems is the product solving and how is that benefiting you?
No actual problems. It's the main platform for our Customer Support Service. but so far we are growing more and more dissatysfied with it and are constantly looking for better options which would fit exactly our needs as much as Freshdesk and the same time would function better than it. For now Freshdesk is just the best among the worst. Questionable praise, I know, but still kinda praise. )
Freshdesk - Outstanding Ticketing Solution!
What do you like best about the product?
- Easy to setup (SaaS); within a few hours, you can start using Freshdesk
- Intuitive but at the same time hundreds of features and possibilities to individualize the solution
- Great cost - performance ratio
- Intuitive but at the same time hundreds of features and possibilities to individualize the solution
- Great cost - performance ratio
What do you dislike about the product?
- no OnPremise option which is required by some enterprises in the EU for GPDR reasons
- Support from outside the EU sometimes challenging - requierments would be better understood by local partners
- Support from outside the EU sometimes challenging - requierments would be better understood by local partners
What problems is the product solving and how is that benefiting you?
- Efficient problem and incident management
- IT services provided to various clients
- performance and time tracking for billing & accounting
- Setup of a knowledge database for internal and customers
- IT services provided to various clients
- performance and time tracking for billing & accounting
- Setup of a knowledge database for internal and customers
Their secret and strength: support you from day one
What do you like best about the product?
When you start a sw project, there are so many different custom needs, and you begin to learn how the sw could be valuable for your project. This is a difficult time because you try and try but it's not easy than you were expecting.
Great and flexible support, at every stage from business and technical staff
Great and flexible support, at every stage from business and technical staff
What do you dislike about the product?
There are so many additional external apps that can bring more value to your project. They should not be listed as title or features but organized in best practice categories
What problems is the product solving and how is that benefiting you?
We sell gym equipment and with Freshdesk we pu in please a ticket system for our repair/maintenance inquiries. Hundreds of calls and thousands of machinery are now coordinate from a single dashboard
Business can be made simple, when it is complicated.
What do you like best about the product?
All team members in one follow-up system. Easy to train and work with.
What do you dislike about the product?
Missing integration with standard ERP systems. Lacking standard possibilities to customise look and feel
What problems is the product solving and how is that benefiting you?
The tracking of all issues raised by our customers. We became a proactive company.
Omnichannel ticketing solution, with limited support & complex UI
What do you like best about the product?
Detailed data dump download, the flexibility of changing business hours & adding agents or ticket fields, helpful Apps & APIs are available. Dashboard view is quite comprehensive.
What do you dislike about the product?
Setting up rules & configuring apps is quite a challenging task. The support provided is not as per expectations. TATs usually get violated & Relationship Managers are busy handling minimal clients. Feedback parameters are minimal.
What problems is the product solving and how is that benefiting you?
We are managing a large number of customer requests efficiently. Per agent, the cost is quite manageable and does not burn a hole in your pocket. With a few apps, the daily work becomes relatively easy for agents.
Recommendations to others considering the product:
Initial set-up support would be good, but once the set-up is complete and you require any help, the RM & technical team would be too busy to give you a slot.
The go-to customer support software!
What do you like best about the product?
It is very easy to start using Freshdesk. In a couple of minutes a basic support desk can be set up but later on you can extend it easely. Both small and very big teams can use it!
What do you dislike about the product?
There is not much to dislike. Sometime a bug or two emerges and they not always fixed promptly but to be honest there problems are occasional and only minor details, nothing basic.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to support our customers. The end users or we open a ticket for every problem and we resolve that ticket in Freshdesk. Out goal is always only to resolve all the tickets currently open.
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