Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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A huge leap forward
What do you like best about the product?
There are a lot of features I like in Freshdesk, however here are my top 5:
#1. Ability to see our contacts!
#2. Local control to create automations
#3. Ability to prioritise public and private Social Media contacts
#4. Easy to use reporting
#5. Open API
#1. Ability to see our contacts!
#2. Local control to create automations
#3. Ability to prioritise public and private Social Media contacts
#4. Easy to use reporting
#5. Open API
What do you dislike about the product?
There isn’t a ‘ready to use’ virtual assistant solution included within the Freshdesk help portal. The searchable help content is useful, but requires a fair amount of maintenance to remain relevant. Freshdesk are currently investigating my requirements so this may change.
The ability to create tickets in bulk is not supported without API involvement. It would be great if there was a standard feature in Freshdesk to create tickets in bulk by importing a csv file.
The limitation on the number of ticket forms allowed per account could be improved.
The ability to create tickets in bulk is not supported without API involvement. It would be great if there was a standard feature in Freshdesk to create tickets in bulk by importing a csv file.
The limitation on the number of ticket forms allowed per account could be improved.
What problems is the product solving and how is that benefiting you?
We’re trying to improve our FCR (First Contact Resolution) rate. Freshdesk provides excellent reporting to help identify when FCR goals are not being achieved, thereby allowing us to identify and resolve the issues which drive the most write-backs, and in turn save costs and improve customer service.
We’ve seen a significant reduction in Contacts Per Order by capturing required info on the dynamic contact us form.
We’ve seen a significant reduction in Contacts Per Order by capturing required info on the dynamic contact us form.
Support was knowledgeable, friendly, with excellent English language and communication skills
What do you like best about the product?
This is in reference to my first and only contact with FreshDesk Support, in a case about configuring SSO with SAML. The agent understood what was going wrong with my setup and guided me to the correct steps quickly and efficiently. The phone call (with Zoom) had no latency and we had no problems understanding each other, as one often does with overseas support.
What do you dislike about the product?
I want to schedule regularly-occuring, future tasks that are required for compliance. I can't seem to figure out a way to do this.
What problems is the product solving and how is that benefiting you?
I'm using FreshDesk for IT support and ticketing, and tracking change management.
Recommendations to others considering the product:
integrate with SAML/SSO for better user adoption
Nice CS-Tool for sum up all communication ways
What do you like best about the product?
To have all communication ways in one overview. Furthermore we can outsource some of our CS topics to freelancers and can share the same cloud software with them. With freshdesk we can answer faster to an user and we can use templates for users with the same problem.
What do you dislike about the product?
There are some little details, which makes it not so easy to solve user problems asap.
e.g. If an user answers to an answer we send him before, the new answer will add to the old message. But if this message was two weeks before, the new answer is not the first answer in our dashboard but it´s on a few pages later when his old question arrived.
Or why we have no opening hours for our voicemailbox? The mailbox should only be available automatically if we want that.
There are so many small datails we wish to optimize. But mostly we will find help in the freshdesk forum online. But sometimes it takes a long time until the feedback will be implemented in the freshdesk tool.
And the system needs a lot of ressource we noticed.
e.g. If an user answers to an answer we send him before, the new answer will add to the old message. But if this message was two weeks before, the new answer is not the first answer in our dashboard but it´s on a few pages later when his old question arrived.
Or why we have no opening hours for our voicemailbox? The mailbox should only be available automatically if we want that.
There are so many small datails we wish to optimize. But mostly we will find help in the freshdesk forum online. But sometimes it takes a long time until the feedback will be implemented in the freshdesk tool.
And the system needs a lot of ressource we noticed.
What problems is the product solving and how is that benefiting you?
We got questions over several channels from over 200k users. It helps us to bundle them up in one tool.
Recommendations to others considering the product:
Test it with only one channel and increase after you feel comfortable with this tool!
As a user of ZenDesk, I tried FreshDesk...
What do you like best about the product?
Whilst it takes a bit of getting used to, FreshDesk is just as good as ZenDesk, but the real benefit is their amazing support, which is almost instantaneous.
What do you dislike about the product?
It's always difficult to move from a system that you already use, to a new system, but sometimes, the pain can be worthwhile.
What problems is the product solving and how is that benefiting you?
Online help for our new website, plus chat support and ticket desk. It's not as restrictive as others in the market, and their business model seems to suit growing businesses, all the way to large corporations.
Intuitive, engaging, reliant, powerful and versatile support engine
What do you like best about the product?
Comprehensive help and how-to documentation.
Fast and reliable support service provided.
Engaging education courses (webinars etc.)
Customizable and powerful automation.
Transparency and overall usefulness of ticket and report system.
Multi-channel support integrated in the system (widget, email, forum and knowledge base...).
Fast and reliable support service provided.
Engaging education courses (webinars etc.)
Customizable and powerful automation.
Transparency and overall usefulness of ticket and report system.
Multi-channel support integrated in the system (widget, email, forum and knowledge base...).
What do you dislike about the product?
Option to restructure articles in Solutions into more than 3 levels of depth (category>folder>article) should be present in all billing plans.
Formatting issues and inconsistencies during creating/editing articles.
Bug fixes and enchantments (i.e. new feature requests) should be implemented more often. New versions should be rolled-out more frequently.
Freshdesk mobile app should handle push notifications (e.g. when ticket is created and the mobile app isn't turned on).
Formatting issues and inconsistencies during creating/editing articles.
Bug fixes and enchantments (i.e. new feature requests) should be implemented more often. New versions should be rolled-out more frequently.
Freshdesk mobile app should handle push notifications (e.g. when ticket is created and the mobile app isn't turned on).
What problems is the product solving and how is that benefiting you?
Through Freshdesk, our customers report application issues that they encounter, which I'm able to handle through the use of Freshdesk's ticketing system.
Since I'm currently the only member to provide direct support, ticket deflection through Solutions section on support platform is immensely helpful.
Requests (from our marketing team) to allow access to our product are passed via Freshdesk, thus making it official channel for handing invitations and permissions for our app product.
Since I'm currently the only member to provide direct support, ticket deflection through Solutions section on support platform is immensely helpful.
Requests (from our marketing team) to allow access to our product are passed via Freshdesk, thus making it official channel for handing invitations and permissions for our app product.
Recommendations to others considering the product:
Make sure to check out Freshdesk's extensive and detailed documentation.
Even 'Sprout' had given us a great way to help our customers.
What do you like best about the product?
We really use the " Dispatch'r" " function to send auto replies to initial customer enquirers, and it works really well!
Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.
Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.
What do you dislike about the product?
We only scratch the surface of this system - I wish we could make use of more of it's offerings as it looks great ... but as far as what we 'dislike', I can't think of anything !
What problems is the product solving and how is that benefiting you?
Auto replies to initial enquiries.
Recommendations to others considering the product:
You have to give it a go, once you see inside you realise quite how much it can do.
Handling Tickets Made Easy
What do you like best about the product?
I loved that I could easily customize it to fit our needs without being on the phone with the support team for hours and how user-friendly it is. I could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks.
What do you dislike about the product?
Need support for more channels for instance Whatsapp. Also, few features which earlier offered as a part of free plan have been moved to Paid Membership. For instance, Custom Ticket Fields.
What problems is the product solving and how is that benefiting you?
We needed better reporting and root cause analysis of all our customer mails and were doing it manually. Freshdesk dashboards served our purpose.
Freshdesk Review
What do you like best about the product?
Service is really good thing about freshdesk
What do you dislike about the product?
Sometimes it is difficult to connect to freshdesk
What problems is the product solving and how is that benefiting you?
NA
Excellent Technical Assistance
What do you like best about the product?
Quick and courteous response to my requests. Easy to configure and maintain. Very customizable.
What do you dislike about the product?
Only contact is by email. It wold be helpful to have a phone number to call for support. The phone support functionality is not ready for use. We tried it and had to diable it.
What problems is the product solving and how is that benefiting you?
Security Certificate request and installation.
Smooth Gmail integration
What do you like best about the product?
Huge time-saver that our users don't have to log in to "yet another account" to submit IT tickets.
What do you dislike about the product?
Still discovering the ins and outs of FreshDesk, especially with the new beta redesign, so dislikes have yet to be determined. The beta redesign (aka Mint) has many bugs, but that's why it's in beta, so that can't be held against them. Annnnd.... they welcome bug-reporting feedback, responding quickly to help resolve it.
What problems is the product solving and how is that benefiting you?
Eliminating another set of login credentials for our staff (via Google integration). Also a user-friendly GUI is a huge plus.
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