Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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Amazing service and help desk
What do you like best about the product?
Easy to use, helpful customer service, quick response, good report for tracking.
What do you dislike about the product?
the new mint interface, I can't get my self to use it I am still in the old version
What problems is the product solving and how is that benefiting you?
Customer time response
Freshdesk is a great and useful tool
What do you like best about the product?
Freshdesk is a big improvement when supporting via email. It keeps responses from customers concise and together. It provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier to create and edit than my web site, plus solutions can be easily linked or added to customer responses.
What do you dislike about the product?
Freshdesk system prefers to have users create an account before submitting a ticket. That is a lot to ask of customers who are just looking for an answer. Because I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. Editing the customer name requires a surprising number of steps. There are many other similar issues with Freshdesk that I have reported to Freshdesk and they have promised to respond, but that was many months ago now - which makes me think they are having a hard time managing support using their own tool. Freshdesk seems to be intended for support for software companies, not consumer products. As such, it is very biased toward a semi-technical customer base. For example, for a user to get support, they must click the button that says "create a ticket". In the software world, that is very obvious lingo, however it confuses non-technical customers (in my world, the ones most likely to need support). It would be more universal to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers just because they didn't know where to start, so that often results in a phone call which is much less effective and much costlier.
What problems is the product solving and how is that benefiting you?
Freshdesk is a reasonable choice; Freshdesk is a viable solution, but is not without issues. I suspect the same could be said of any support solution, so for the price Freshdesk is a reasonable choice. Freshdesk appears to be a relatively young company with potential for great improvement. If they are successful, it will be very good to grow with them, but the decision is not without risk.
Recommendations to others considering the product:
Freshdesk is a reasonable choice and should be considered by any company looking for a complete feature-specific product that will allow many options to the daily grind.
Great for tracking, difficult to maintain though.
What do you like best about the product?
I love the time tracking! It really helps us understand where our time is being spent as a team on different clients, task types etc. The set up was difficult but the team behind the scenes at FD were brilliant. Really eager to help.
What do you dislike about the product?
FD takes quite a vast amount of time to set up and personalise. It's not very user intuitive and although the team are so eager to help I feel their response were scripted sometimes, we worked a number of the issues out by pure elimination. IT also take s lot of time to maintain, assign, tag etc. The option to see all notes relating to a client would be helpful in a central location.
What problems is the product solving and how is that benefiting you?
Customer service queries.
Recommendations to others considering the product:
Set up in your quietest period and ensure you take a considerable amount of time out to do so.
The tools is very friendly and support very reactive
What do you like best about the product?
The ticket interface is very useful.
What do you dislike about the product?
Missing data in report. I mean data on customer (reactivity, knowledge score, ..)
What problems is the product solving and how is that benefiting you?
We provide support to our client regarding our API/solution.
Prompt, precise and accurate response for a support query
What do you like best about the product?
I really admired the technical & product knowledge of the support staff. She could sort out the entire case over a call.
What do you dislike about the product?
I really like everything of it so far. I wish if I could really use all what they provide.
What problems is the product solving and how is that benefiting you?
We are using it for customer support and it helps us to respond to our customer in faster and accurate ways.
Recommendations to others considering the product:
Yes
Amazing product!
What do you like best about the product?
The UX of the platform is very well designed. Everything is easily accessible and engaging for the users. Reports available are all very useful! The agents picked it up really quickly and we even went live in peak! We're in the process of building up our customer support page which will further enhance our use of Freshdesk.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
What do you dislike about the product?
The variances aren't very flexible. Running a a report from Monday to Wednesday for example, compares to the three days before that, rather than the previous Monday to Wednesday. However, I have raised this with Freshdesk and is with any feature request like this, it's fed back into the development team. The product is always evolving and they encourage their users to suggest improvements.
What problems is the product solving and how is that benefiting you?
We were using a different solution for every contact channel. We now have everything all in one platform which has improved service levels, customer experience, internal communication and customer satisfaction.
Freshdesk as a ticketing system
What do you like best about the product?
Ease of use - most useful features are free
What do you dislike about the product?
Nothing to dislike except perhaps a short delay after updating using the API. There are probably good reasons (read consistency ?) for that
What problems is the product solving and how is that benefiting you?
Ticketing System for recording customer issues
Freshdesk excels
What do you like best about the product?
Freshdesk excels at organizing all the information I need to work with. Merging tickets alone makes all the difference, but requiring fields and collecting all the information I need to work is incredible. The flexibility in where I can reply is great too, and I love keeping my tickets organized in so many ways.
What do you dislike about the product?
The way editing ticket titles is dependent on the incoming nature of the ticket, which is odd but not a huge deal. The lack of customizing the order in Status sorting is annoying sometimes.
What problems is the product solving and how is that benefiting you?
Client correspondence, in far more efficient and organized a fashion than email provides.
Prompt
What do you like best about the product?
I like how Suprabha keeps on following up with us and making sure that our issues and/or concerns were addressed.
What do you dislike about the product?
I did not dislike anything. Nothing to say
What problems is the product solving and how is that benefiting you?
Challenge in viewing tickets without importing a CSV file.
Freshdesk makes issue management easy
What do you like best about the product?
I like how easy it is to sort and categorize tickets. Not just tickets owned by me, tickets can be ordered by groups, users, or other self defined criteria. And you can easily save any new sorting you do for use in the future.
What do you dislike about the product?
I am a bit hesitant about letting freshdesk control my email. I prefer to send email directly from my mail client. A lot of how we use freshdesk is for internal use only, so I don't like the feeling that I may accidentally send private info out. Freshdesk does a pretty good job of working around this. It can take a CC or a forward and turn it into a ticket.
What problems is the product solving and how is that benefiting you?
We mostly use Freshdesk to manage our workflow. A lot of the tools built into it are for bosses, but we ignore most of that (like deadlines and reports about ticket completion and open tickets etc...) We mostly use it to share what everyone is working on, and if someone needs to hand off a job to someone else, they can just give them the ticket and all the info associated is in one place.
Recommendations to others considering the product:
Freshdesk has the tools to manage workflow and track productivity. We did have some issues with inventory control, but that might be outside of Freshdesk's scope.
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