Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great ticketing system
What do you like best about the product?
It is easy to use and the support received has been good
What do you dislike about the product?
There is not much to dislike about using Freshdesk
What problems is the product solving and how is that benefiting you?
Assisting customers
Internal support
What do you like best about the product?
I am an independent contractor working with a company that uses freshdesk for managing internal support. It is very straight forward for creating tickets. There are different fields to select category before the ticket is submitted. Once the ticket is received, they can add updates and communicate back and forth on the ticket. I am able to login and view all of my open and resolved tickets.
What do you dislike about the product?
The look and feel of freshdesk is a little outdated. The forms could be updated. I have not major issue with the functionality from the user perspective. The company previously used the message board functionality for social customer service. The message boards have very limited functionality. The navigation through the pages and steps to find what you were looking for was very cumbersome. They have switched to a new provider for message boards but continue to use the ticketing in fresh desk.
What problems is the product solving and how is that benefiting you?
I am an independent contractor working with a company that uses freshdesk for managing internal support.
Incredibly Simple Interface
What do you like best about the product?
The admin center is very well designed. There are tons of apps to choose from to enhance what you can do with Freshdesk compared to other customer service software solutions, and they're so easy to add. Managing everything that an admin manages is a breeze.
What do you dislike about the product?
The trial was a bit quirky. I wanted to start the trial from the free plan to see what I'd be missing and slowly work my way up the list to see which plan suites my team and situation best. Instead, I was started from estate which is above our needs and project budget and when I went to "downgrade my trial" to free I was completely switched over and I couldn't go back. My mistake, but it would be a nice feature for onboarding customers nonetheless.
What problems is the product solving and how is that benefiting you?
We are currently utilizing a home-grown customer service solution that our .NET developer coded back in 2015. The customer service team was using an Excel sheet to track their "ticket" history at the time. He imported that Excel sheet into a database and quickly built an interface for them to CRUD "tickets". However, he wasn't allowed to spend much time on it as it was a busy time and it never got revisited. This solution is basically a glorified Excel sheet in the sense that he gave them a different interface that simply updates a database with the ticket information. There's no authentication, no real reporting solution, no contacts table with contact history, no ticket history, no administration, or anything like that. The images also don't show up correctly and it doesn't support anything but a .jpg, .png, or .gif. Having all of the features that Freshdesk (and other customer service software) offers is going to introduce a lot of efficiencies for both the CS team and IT team.
Great support
What do you like best about the product?
The response time is great and the quality of it is even better.
What do you dislike about the product?
The code editor can be so much better. Sometimes I have to reload the page to continue using it.
What problems is the product solving and how is that benefiting you?
IT Services Operations. It helps us to manage tickets and request in a better way.
Excelente support
What do you like best about the product?
Very friendly and excellent support. We only had 1 problem yesterday, and we received immediate support.
What do you dislike about the product?
Upon now, everything has been very good with the service received. No comments.
What problems is the product solving and how is that benefiting you?
Organize clients requirements and assign responsibilities to our agents.
Good ticketing software
What do you like best about the product?
The possibility to create a ticket, take care of all the request of our clients all in the same, easy and intuitive platform.
What do you dislike about the product?
The view of all the tickets we have, sometimes it is a little confusing.
What problems is the product solving and how is that benefiting you?
The customer service ticketing for our client's needs.
Recommendations to others considering the product:
It's easy to set and it's a good way to tracking all the needs of your client
Satisfied with the Services and Features Given by Freshdesk
What do you like best about the product?
Using the Freshdesk from last 5 years as the features which are not available with Gmail or Outlook is all we are getting it here.
What do you dislike about the product?
Reports are getting generated next day which should be hourly wise or atleast one report should be available at the end of the day.
Search field should be more accurate or have an advanced search field.
The entire UI looks childish so you should work upon that,
Search field should be more accurate or have an advanced search field.
The entire UI looks childish so you should work upon that,
What problems is the product solving and how is that benefiting you?
Distribution of emails to agents equally and then checking the performance. sorting the emails as per the query raised and then finalizing the key areas to work upon. with ticket id's it is easy to track a case.
Allows teams to collaborate and track KPI's efficiently
What do you like best about the product?
I like that I can leave notes, respond, make canned messages, and track client satisfaction easily. I was able to use Freshdesk with little to no training, and the updated UI/UX has only made that better.
What do you dislike about the product?
I wish that blocked messages would not be tracked in KPI's as they are blocked for a reason. Also, the help center, where you create articles is not very attractive.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to connect with our client, support them, and make sure we are accountable for the SLA's that we promise.
Solid support portal, with room for improvement
What do you like best about the product?
The system is reliable and we have had very few issues with it working as it is intended to.
What do you dislike about the product?
There are some limitations that the support team simply hasn't fixed in a long time. Any time we have asked about specific features that do not currently exist, it seems pretty clear that Freshdesk has no intention of making updates based on customer feedback. For example, changing the background color of live chat for different products so our agent knows which type of customer is writing in- the Freshdesk team just said that they can't do it. It seems like a feature that would be helpful for many people, so you'd think they would put it in a development queue.
What problems is the product solving and how is that benefiting you?
Customer service. We have been able to utilize Freshdesk as an email support channel for our customers, as well as FAQ.
Recommendations to others considering the product:
I do recommend it, but be aware that there may be some features that aren't included!
Not new to help desk software
What do you like best about the product?
The simply integration of my email and canned responses is saving my team a ton of time.
What do you dislike about the product?
I would have loved a 60-90 minute setup call rather than chatting in over and over.
What problems is the product solving and how is that benefiting you?
We are solving having multiple people on one email inbox. They now can collaborate and sew what each other is working on.
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