Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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nothing to complain about
What do you like best about the product?
The best feature is when you reply to a ticket, FreshDesk automatically starts with "Hi [FirstName]". It sounds silly but it saves so much time and it's super useful. I also like that when I add a new customer you can just add "full name" and it some how divides it into fname and lname. So that's pretty cool
What do you dislike about the product?
I don't like the way they sort tickets. For some reason I just find the navigation of open and closed tickets to be sorta clunky. also, I setup my notifications to get an email when a ticket is assigned to me and when I click the link in my email, it doesn't open the ticket in freshdesk for some reason so I just copy/paste the ticket id into freshdesk which is also slightly annoying.
What problems is the product solving and how is that benefiting you?
We are able to track every customer support ticket in one place. We can also see a history of tickets per customer and see how much time they actually take to support etc.
Recommendations to others considering the product:
one of the great time savers is that form that looks like an "contact us via email" type form but really it searches the answer to the question the person is asking. This form saves our support team from answer tickets b/c the person can get their own answer.
Overall a great value for money, feature-rich with fast and friendly support team
What do you like best about the product?
First is value for the money! The interface is very user-friedly, easy to navigate and administer. Love various automatic options such as Dispetcher, Supervisor and Observer. Other great features we find very useful are Email-to-Kbase and customer support portals. Also ability to instantly add day passes for occasional agents.
Freshdesk Support team is very efficient, friendly, helped me as an administrator to set and understand many things. I am very greatful.
Freshdesk Support team is very efficient, friendly, helped me as an administrator to set and understand many things. I am very greatful.
What do you dislike about the product?
The fact we cannot edit or remove some default fields from Ticket properties. The fact it's not flexible enough in some situations, like when we need to create a new ticket that is NOT initiated on behalf of 3rd party or customer, but rather agent themselves is a requestor.
The fact there's no option to edit font size in replies and notifications, or set up different font styles..
The fact there's no option to edit font size in replies and notifications, or set up different font styles..
What problems is the product solving and how is that benefiting you?
Freshdesk was set up for our department (not company overall, as we use ticketing systems) to improve customer experience and support processes, as we develop more applications. It gives us an opportunity to serve our internal customers in a more timely manner and provide them with web-based customer support portal for instant solutions.
Recommendations to others considering the product:
Recommend as great value for the money!
Excellent product
What do you like best about the product?
The interface is simple and intuitive. Customer service is exceptional.
What do you dislike about the product?
Some small bugs here and there that are fast resolved after reporting.
What problems is the product solving and how is that benefiting you?
The complexity of customer service. It makes it easy for our team to communicate all issues.
Great ticketing platform
What do you like best about the product?
simplicity, personalization, app
it is a complete platform but it is easy to use and integrate
the app is great but also web interface is very efficient
it is a complete platform but it is easy to use and integrate
the app is great but also web interface is very efficient
What do you dislike about the product?
price...a little bit too much for small businesses...anyway free version is great
a little bit rigid roles organization and notifications
customers contacts database should integrate with other addressbook services
a little bit rigid roles organization and notifications
customers contacts database should integrate with other addressbook services
What problems is the product solving and how is that benefiting you?
Customer care...basic support requests
Recommendations to others considering the product:
Maybe one of the best tt platform outthere
Fantastic way to track customer interactions and tasks
What do you like best about the product?
Other coworkers in my team can access emails from customer so customer gets much faster response. You do not need to rely on the customer hitting "reply all". I love the corresponding phone app that works seamlessly.
What do you dislike about the product?
I honestly have not found any issues yet.
What problems is the product solving and how is that benefiting you?
Better customer interaction within my sales team. We have have open access to customer tickets and can see previous interactions.
Good support, easy to set up
What do you like best about the product?
User interface is good, support helped out well!
What do you dislike about the product?
Had some forwarding issues, but solved them
What problems is the product solving and how is that benefiting you?
Ticketing.
Great email management software
What do you like best about the product?
The support you receive from Freshworks. Responses are almost immediate and they are always willing to go the extra mile to make sure you understand and are ok.
What do you dislike about the product?
The launch of Mint was made with bugs that are taking a long time to fix.
What problems is the product solving and how is that benefiting you?
Improve customer satisfaction and relations
Improve collaboration between departments
Improve collaboration between departments
Recommendations to others considering the product:
The support is great and they help with the implementation of the software. The reporting functions are useful and it appears that it can be used across numerous industries.
Excellent support
What do you like best about the product?
Very helpful and friendly support, was helped quite quickly with each question.
What do you dislike about the product?
I don't have much bad to say about the support, though the API could have been explained a bit better on the website itself.
What problems is the product solving and how is that benefiting you?
We needed to change the requester of a ticket without us doing anything.
Its Friendly user UI & it is Tech enabled CRM
What do you like best about the product?
UI & the way it is designed
API tech-enabled report session
API tech-enabled report session
What do you dislike about the product?
Reports session always will be mail, unable to extract directly from UI
What problems is the product solving and how is that benefiting you?
Hotels Service Support on Room Nights & guest / Client reqeust
Recommendations to others considering the product:
Need to have option Linking to Cloud-based Call support
Need have a friendly Reports part, where it is complicated & need to wait until the report we get the mail.
but that also not up to the mark, can't download directly.
Need have a friendly Reports part, where it is complicated & need to wait until the report we get the mail.
but that also not up to the mark, can't download directly.
Freshdesk user
What do you like best about the product?
Easy to navigate and assign tickets to customers.
What do you dislike about the product?
I do not like how they order the emails in the platform.
What problems is the product solving and how is that benefiting you?
Easy to keep track of customer
Recommendations to others considering the product:
Use all the features it offers.
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