Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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External reviews are not included in the AWS star rating for the product.
Implementing Freshdesk
What do you like best about the product?
The best part about Freshdesk is how user friendly it is, very seemless.
What do you dislike about the product?
There were a minor few communication issues, but all in all it was fine.
What problems is the product solving and how is that benefiting you?
Able to have all tickets in one place, and delegate them out accordingly.
Good features, good support
What do you like best about the product?
I like the pricing and features. And they kept us on the very first plan.
What do you dislike about the product?
The freshdesk roadmap is not clear for each plan.
What problems is the product solving and how is that benefiting you?
One number for each support ticket.
The Interface is Great Only Exceeded by Customer Support
What do you like best about the product?
I love the clean look of the original interface and the new Mint interface continues that same commitment to quality. I also find the fact the customer service to be very responsive, knowledgeable and helpful.
What do you dislike about the product?
That you cannot blacklist a specific inbound email address. I love the fact that you can create special inbound email address on the fly (e.g. test24@mydomain.freshdesk.com). But it would be great if there was a way that one of those inbound emails could then be turned off to not even generate a ticket. We have probably nearly 200,000 spam emails that were created when one of our inbound emails got compromise. I know I can set up rules to immediately mark as spam, but it still creates a ticket.
What problems is the product solving and how is that benefiting you?
Tracking of tickets auto generated by software in our system. Managing feedback from people about the product. Tracking requests for feature enhancements.
Recommendations to others considering the product:
Look at your agent cost when figuring out how to use this. Although it is possible to share agents it is not recommended and gets confusing.
Brilliant Customer Service
What do you like best about the product?
Response time of customer service when dealing with a query
What do you dislike about the product?
Nothing - its perfect for our company and its needs
What problems is the product solving and how is that benefiting you?
We have been able to monitor the telephone service we supply for our customers and understand areas in need of refining and training for the staff.
Recommendations to others considering the product:
It's brilliant for a small company in need of a helpdesk ticket software.
Smooth application with excellent customer interaction/collaboration features
What do you like best about the product?
Customer collaboration is easy to manage and ensures smooth resolutions when things go wrong
What do you dislike about the product?
limitations on reporting, functionality within the ticket auto assign
What problems is the product solving and how is that benefiting you?
Customer service management, issue resolution
Recommendations to others considering the product:
Manual workarounds required to achieve full functionality, however support on hand to assist where possible
Consolidating streams to get a handle on service desk
What do you like best about the product?
The best thing about Freshdesk is that all my clients' issues are centralised and I can look at both the big picture for my companies support resource requirements, and individual client portfolios/ticket type breakdowns. I can pick and choose work streams, daily focuses, ensure i'm on top of priority tickets and SLAs, and capture common issues which helps to steer priorities for our development team.
What do you dislike about the product?
Sadly, while the agent view is top notch, and has loads of detail, the client side view (customer portal) is sometimes too simplistic. They don't always see what we see in terms of ticket status and in particular there is no date-time stamp on responses in conversation threads which can pose a big issue when SLA discussions arise on long standing tickets (client can see we responded but cannot see when this was) .
What problems is the product solving and how is that benefiting you?
Multi-client software and operational business support in the energy industry.
High level overview allows us to truly see the bigger picture and provide the correct resource and priority to the right areas at the right time, whether that be real time system failures, or large scale bugs.
High level overview allows us to truly see the bigger picture and provide the correct resource and priority to the right areas at the right time, whether that be real time system failures, or large scale bugs.
Recommendations to others considering the product:
Market leading ticketing system with some helpful reporting built in and customisable ticket fields and dispatcher/observer rules for triage
Fast support thanks to them and from them
What do you like best about the product?
Whenever I had a problem with Freshdesk, there's someone ready to handle the issue, whether it's a bug or a feature. This is the perfect approach for a company which sells a customer support product.
What do you dislike about the product?
The new mint interface is good, but still feels like a beta. JS script are not combined so are slow, and so many here and there from the old interface are missing. Also, desktop notification are not very reliable at this time.
What problems is the product solving and how is that benefiting you?
Customer support done right. Fast reply and good level of customizations.
Satisfying
What do you like best about the product?
With the help of this I have been able to satisfy my customer because I get status update and responses anywhere at anytime. and If I am not able to pick up the call I pass it to other colleagues also
What do you dislike about the product?
It is difficult sometimes to use many account as swapping is really a thing in need
What problems is the product solving and how is that benefiting you?
Help in keeping customer happy as I can easily get the customer data as in their address and all.Because of the ticketing system I generally don't miss any notification.As It convert them in to tickets so it is easy to recall if the customer is facing same problem
Recommendations to others considering the product:
It should make more convenient in using multiple account and video call should be a option given
Service
What do you like best about the product?
Dear Freshdesk Team,
Thank you for the fantastic job you guys have been doing for our company lately. Your hard work and dedication has really helped us out when we were having issues.
Thank you Sandhya for solving the issue in a speedy way.
Keep doing great work !!
Regards,
Mufaddal Khopoliwala
Thank you for the fantastic job you guys have been doing for our company lately. Your hard work and dedication has really helped us out when we were having issues.
Thank you Sandhya for solving the issue in a speedy way.
Keep doing great work !!
Regards,
Mufaddal Khopoliwala
What do you dislike about the product?
As if for now nothing. May be i should provide you some feature requests in future.
What problems is the product solving and how is that benefiting you?
Tickets for all small small conversation with the client is been recorded with notes over it. Tickets generated for follow-ups with the priorities marked is the best thing to get done of it.
Freshdesk is a solid product
What do you like best about the product?
UI is intuitive, administrative controls are quite granular. Their product works for 1 team operations or multi-teams with multiple agents and multiple inbound channels. The price point is very compelling. Customer support is incredibly knowledgable about the product, and can offer creative workaround if a product limitation gets in your way.
What do you dislike about the product?
Some of the automation can use a little love. Specifically, the ability to automate off of a 'Ticket Created' event will only execute 1 matching rule/condition, and somewhat limits your options for that event.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our internal ticketing system for facilities and IT requests. We're able to track and analyze ticket metrics, and spread the load around multiple agents.
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