Freshdesk
Freshworks Inc.External reviews
3,558 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to integrate.
What do you like best about the product?
I needed to integrate Freshdesk with some other tools we have. The APIs available are robust and well documented. Everything worked without a hitch! The automation engine in Freshdesk is super easy to work with and powerful. Zendesk is the only competitor I had used previously, and when comparing Freshdesk to Zendesk, I was satisfied with the parity.
What do you dislike about the product?
They've been so helpful; it's hard to identify something. Most of my frustration has been with configuration. Not because it's hard to configure but because I just don't know, from a strategic standpoint, how I should set things up. I wish I could have multiple knowledgebases without paying a ton more. But we're using custom fields to get around this.
What problems is the product solving and how is that benefiting you?
We have a lot of websites and one customer support team. Freshdesk has made it easy to work with customers across all of our sites while keeping tickets organized and in one spot.
It is really useful in data reporting and consolidation of requests
What do you like best about the product?
To-do List
Reporting
Assignation of tickets
Reporting
Assignation of tickets
What do you dislike about the product?
There is no mobile version for the admins
What problems is the product solving and how is that benefiting you?
The assign of tickets between agents
Quite agent friendly Customer support portal.
What do you like best about the product?
I like the Filters and views, which helps to create my own views as per my need, makes me quite free
What do you dislike about the product?
The response and properties cannot be updated together.
What problems is the product solving and how is that benefiting you?
Customer support queries from various products of my organization. Few of the features are very friendly.
Recommendations to others considering the product:
If you are looking for a good support tool with multiple products and want to use it with a bigger team base, go for it!!
Security you can trust
What do you like best about the product?
It is so easy to use at first sight you can understand what you neeed, it makes the combination of efficiency consistency in messaging, including email, mobile, etc.
What do you dislike about the product?
It would be great for the free trial to be a month instead of 21 days. as well, it would be great for Enterprise and Multinational Businesses to make unlimited light agents.
What problems is the product solving and how is that benefiting you?
Customer experience is something that businesses rely on nowadays, so Freshdesk let me make a great customer experience that has its direct efficiency on companies revenue.
Recommendations to others considering the product:
This is the best choice of your professional life
an extraordinary product
What do you like best about the product?
The interface is intuitive, and it facilitates us to use different environments and recreates the development of the extremities.
What do you dislike about the product?
freshdesk support uses a lot of automatic responses!
What problems is the product solving and how is that benefiting you?
Call centralization, metrification, advanced automation!
It does the job!
What do you like best about the product?
The ability to track and monitor our customers communications.
What do you dislike about the product?
I do not like the fact that changes are made that effect how the program is used and do not benefit the users. A great example would be that our tickets recently have a scroll bar to be able to view the entire message the customers have sent, this is completely useless and actually makes our jobs harder.
What problems is the product solving and how is that benefiting you?
There are not a lot of problems besides the one I listed above. The benefits are there, tracking contacts, using both chats and tickets. It is definitely worth the cost.
Our most important bit of software!
What do you like best about the product?
We no longer use traditional email. All our staff uses Freshdesk for internal & external communication. This creates ownership & responsibility for every ticket owner while giving us complete oversight on the information our staff are sending and receiving.
What do you dislike about the product?
I wish their mobile app had all the functionality that their web application does.
What problems is the product solving and how is that benefiting you?
It gives us a communication platform for internal & external use, provides oversight while maintaining responsibility & accountability. Additionally, it improves efficiencies and allows us to deliver a better service to our customers.
Flexible to our needs
What do you like best about the product?
The best feature is the possibility to directly integrate the freshdesk world with our crm and other front end tools.
This means a lot of saved time and guaranteed traceability.
This means a lot of saved time and guaranteed traceability.
What do you dislike about the product?
We would like an increased customization for customer portal.
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
What problems is the product solving and how is that benefiting you?
We supply digital customer support from different digital channels and origins.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
Recommendations to others considering the product:
Start with a small solution to test and add features to grow to a full scale backend CRM
Best Ticketing System for SMB Segment
What do you like best about the product?
- Ease of use
- Simple UI
- Powerful Workflow Automations
- Integrations
- Simple UI
- Powerful Workflow Automations
- Integrations
What do you dislike about the product?
There are no specific cons about Freshdesk but the following could have been better:
- Reports
- complex ticket distribution system
- Reports
- complex ticket distribution system
What problems is the product solving and how is that benefiting you?
- Managing internal customer tickets
- Ease of maintaining SLAs
- Ease of maintaining SLAs
Solves lot of helpdesk problems for us
What do you like best about the product?
- Easily manage and track support tickets
- Knowledge repository
- Knowledge repository
What do you dislike about the product?
The software is so vast and extensive that, at times, you couldn't find the appropriate option. But the help documents and the support team come to your rescue, so I cant complain a lot here.
What problems is the product solving and how is that benefiting you?
- Tracking support tickets for our SaaS
- Analytics around the tickets
- Building a knowledge repository for the support agenst
- Analytics around the tickets
- Building a knowledge repository for the support agenst
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