Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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so far so good
What do you like best about the product?
user interface and ability for us to connect with our customers in an easy professional manner... ie forums, announcements and knowledge base.
What do you dislike about the product?
The import was a little challenging and required help from the third party agencies
What problems is the product solving and how is that benefiting you?
We were having issues implementing multiple SLA and business rules with our previous system. FD also gave us the ability to auto-assign tickets which is very helpful.
Recommendations to others considering the product:
absolutely
Question following integration with Freshworks
What do you like best about the product?
Ease of use, ability to create agents, group agents, and create auto assignment rules.
What do you dislike about the product?
Haven't used it long enough to dislike anything yet.
What problems is the product solving and how is that benefiting you?
Were looking for a replacement help desk solution due to our previous one dropping requests.
Pleasant support system
What do you like best about the product?
Pleasant, modern and user-friendly system to interact with my customers.
What do you dislike about the product?
The old UI used to be a bit clumsy at times, but this has improved since the 2018 redesign.
What problems is the product solving and how is that benefiting you?
Keeping track of user support requests, making sure suggestions and complaints are solved and followed up.
All the Features We Need
What do you like best about the product?
The variety of features. I cannot think of anything we need that it doesn't have. Even though we don't use all of the features at this point, we will use them as we grow.
What do you dislike about the product?
There is nothing particular about Freshdesk that I don't like. I have had to use Freshdesk Support myself a few times when I had trouble doing things, but it has always worked well, and I get good help from Freshdesk Support.
What problems is the product solving and how is that benefiting you?
Freshdesk has everything we need to have a professional, full-functioning customer support system. It handles our user guides and support tickets, making it easy on the admin side and the customer side. I like the flexibility of plans, as it can cover our needs as we grow..
Data Analyst
What do you like best about the product?
Freshdesk provides an platform to control all the tickets and provide useful tools for managing customers.
The support team is fast and very useful.
The support team is fast and very useful.
What do you dislike about the product?
The user interface is rigid. It could have better appearance, like Freshchat, another tool that our company used.
What problems is the product solving and how is that benefiting you?
Managing customer is very difficult at first. However after using Freshdesk, everything is organized and we could easily scale our team to more members. It also support customizing and Dispatch rule is something we really like.
Recommendations to others considering the product:
Yes
Feature rich and easy solution for Service Desk.
What do you like best about the product?
Freshdesk is a great solution for managing service desk for Small and Medium Businesses. It can be easily customized and changes can be implemented almost instantaneously. It offers multiple communication channels and it is a very convenient way to keep track of tickets. Their availability is 100 percent and we have not encountered any downtime with them. Their mobile app allows users to manage everything on the go. Support staff is resourceful and professional. Another useful and userfriendly feature is the solutions section. This really helps in self-service of the Clients and allows us to add it our replies.
What do you dislike about the product?
There is nothing that I would dislike about Freshdesk. However, it is a bit slow but it is still faster than many of its competitors.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for application support of our software product.
Recommendations to others considering the product:
Freshdesk offers good quality service at a reasonable price. It has scope for improvement but it will definitely solve your service desk needs. Team members can collaborate on a ticket. Chats and Phone calls can be tied and easily reviewed. Support team will assist you with all your queries. This product is definitely something to try before you choose a service desk application.
Freshdesk Support Experience
What do you like best about the product?
Although my issue turned out to resolved by myself, Karthik from Freshdesk Support continued to follow-up with me to understand the sequence of events that occurred. He stuck with it and in the end nailed how the issue happened and showed me some features in Freshdesk I did not know. It was extremely helpful.
What do you dislike about the product?
Our main issue with the Freshdesk product is handling child cases. It is not how we would like to do it.
What problems is the product solving and how is that benefiting you?
It is our IT Helpdesk product. I am in the IT Department.
Recommendations to others considering the product:
Try it you might like it.
Good support, but product is not for every business mdoel
What do you like best about the product?
Support guys, reports, being able to customize ticket fields, customer satisfaction surveys, ticket templates
What do you dislike about the product?
- The idea that a customer will use all of your features. Based on a different business model, people will choose to use what suits them. You cannot expect them to use everything and your system kinda doesn't work as expected when a customer doesn't use all of your features (assigning tickets, SLA policies etc).
- You can't just link one ticket to another.
- Ticket sorting is a bit confusing. You can't sort tickets by the last requester's update, but by the last modification, which would be ok if by modification you wouldn't consider ANY system or manual or any other type of modification. That caused my team to miss the SLA on some of our tickets. Hopefully, this will be sorted soon.
- You can't just link one ticket to another.
- Ticket sorting is a bit confusing. You can't sort tickets by the last requester's update, but by the last modification, which would be ok if by modification you wouldn't consider ANY system or manual or any other type of modification. That caused my team to miss the SLA on some of our tickets. Hopefully, this will be sorted soon.
What problems is the product solving and how is that benefiting you?
Due to the customizable ticket fields, we are really going in-depth with ticket reporting and we are providing much better and deeper reports to the other teams within our company.
Recommendations to others considering the product:
Don't use the features you have on your current CS platform for granted. Check if Freshdesk has them before you switch your business over. I am 100% convinced that Freshdesk is perfect for a lot of business models, but if you are a bit specific, be completely sure that it can meet your needs.
Great value/just what we need
What do you like best about the product?
Great functionality and features for the price. I like that it is easy to use and that it's not bloated with features we don't use/need. It provides good customization at the lowest plan. Since we're an HOA and not a business, we don't spend money on admin. The board members are volunteers, and having this desk makes our jobs easier.
What do you dislike about the product?
I would like to be able to have a few more agents on our sprout plan. I know the new Sprout plan has unlimited agents, but we would lose a lot of the features if we moved to the new plan. We are still operating on the old Sprout plan which is limited to 3 agents.
What problems is the product solving and how is that benefiting you?
I am the president of our homeowners association (set up as non-profit corp). We use the help desk to field homeowner requests, complaints, questions, etc. Rather than issues getting buried in the email of our property manager, they have visibility to myself and our other board members so there is accountability. The team can work together to solve the issue, and we can track the status of everything. SO MUCH BETTER THAN EMAIL.
Recommendations to others considering the product:
Cheaper than Zendesk, new Mint UI is clean, self-help knowledge-base is nice, easy to use
Freshdesk Review from Support Team Manager Perspective
What do you like best about the product?
Quick support, layout is generally intuitive
What do you dislike about the product?
Sometimes chats and phone tickets get lost, I believe the migration to the new phone system may help with this though which is great news.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
What problems is the product solving and how is that benefiting you?
We track our support agents activity, implementation of best practices, common issues that we can get ahead of for our clients
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