Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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Freshdesk - A Modern Ticket System
What do you like best about the product?
Freshdesk has been a great boon to our companies support center. I cannot speak on all of the features, as our needs are a little different then most, but overall it has been a great boon. We especially like how it integrates with our sales (Salesforce) and engineering (Jira) software which allows us to create leads and bug reports from inside the support software.
What do you dislike about the product?
We have had some issues with receiving emails, although the issues may lie on our end.
What problems is the product solving and how is that benefiting you?
Report generation has been VERY useful in Freshdesk. Being able to export our ticket summaries each month has made our contractual obligations to our customers much easier.
Recommendations to others considering the product:
Software works very well, and the automation capabilities are great.
Restored tickets from trash
What do you like best about the product?
I appreciate how quick it was for the support person to identify a solution to my issue, and he kept me updated on the progress of the solution
What do you dislike about the product?
I did feel that some of the questions asked we not necessary to identify the solution to my issue (i.e I asked to restore tickets from the trash and i was asked why they were put in the trash to begin)
What problems is the product solving and how is that benefiting you?
It is easy to keep track of the trends of customer issues, which allows us to pre-empt some of those issues and increase our customer satisfaction
Something that makes it better
What do you like best about the product?
Freshdesk is a easy to use program, when everything is setup and working it's easy to create groups, people and other things to let everything work smoothly.
What do you dislike about the product?
To be honest, it's a great program that works good for what it's made for.
What problems is the product solving and how is that benefiting you?
Support issues with customers.
Recommendations to others considering the product:
If you want to have a easy and good working helpdesk solution, I would recommend FreshDesk
Robust Helpdesk solution
What do you like best about the product?
Ability to integrate with 3rd party apps and outstanding customer support.
What do you dislike about the product?
Lack of solid reporting options, many reports are done manually with no automation.
What problems is the product solving and how is that benefiting you?
We have a support team spread across the globe, FreshDesk helped us bring everything into one spot.
Recommendations to others considering the product:
Don't just buy out of the box, get set up with an account manager who can facilitate the setup and configuration of your instance.
Fresh Desk Review
What do you like best about the product?
It is a good way of monitoring Customer Service Performance daily and weekly. It also helps us check on how good we are servicing customers. It also helps us gauge the demands for each product category.
What do you dislike about the product?
Top Customer Analysis is not working. We also can't connect the calls to our phone system.
What problems is the product solving and how is that benefiting you?
Customer Service Performance - how consistent and how fast we respond to customer tickets/ inquiries.
Recommendations to others considering the product:
Highly recommended
Review about Freshdesk Support Portal
What do you like best about the product?
The solution is complete because you can centralize tutorials, create forums and manage people (agents and clients). As an administrator you can customize portal style
What do you dislike about the product?
It is not possible to manage access to private forum according to the email address
What problems is the product solving and how is that benefiting you?
I'm not losing my time anymore to send specific emails for each client. A workflow of automatic emails is configured and emails are customized with client name
Responding to clients' email has never been easier
What do you like best about the product?
Direct setup and flow of ticketing system
What do you dislike about the product?
The mint experience has a couple of bugs but this was just introduced so hopefully everything will get better soon
What problems is the product solving and how is that benefiting you?
Daily communications with our clients who love to create a new email instead of replying to the same email thread - with the merging option, we can combine all matter-related emails in one ticket
Recommendations to others considering the product:
We have tried a couple before we decided to go with Freshdesk due to its ease of use and setting it up plus additional agents is very easy.
Thanks for your help!
What do you like best about the product?
I like the thorough customer service & responsiveness on live chat. I've always had a great experience when working with the customer support team.
What do you dislike about the product?
I don't like that I can't have more customizability on my current plan, but I understand that I'd need to upgrade to get access to those :)
What problems is the product solving and how is that benefiting you?
I'm able to ID trends in tickets to improve our processes & products.
Great help for organization
What do you like best about the product?
Simply put, the ticketing system. Its very clean, easy to understand, and easy to train on. It allows us to have all of the information we need at all times. It solves all the problems we had when we implemented the system, and allows for better organization. It has many features that will support us through our growth as a company.
What do you dislike about the product?
The lack of customization of the view - I would like more options on what information shows when you are on the "tickets" page. Specifically so each agent can customize their view.
What problems is the product solving and how is that benefiting you?
Having a small team of customer service support roles, before we were using e-mail only and it was extremely difficult to organize and follow up on situations. Freshdesk has allowed us to divvy up tasks and hold each other accountable for follow ups.
Recommendations to others considering the product:
It has worked great for my small team. Freshdesk scales well whenever we need to add additional users. It is very easy for new employees to learn & master. There are a lot of features we do not use because we are such a small team, however I can foresee myself using them as our business grows.
Works but needs enhancements
What do you like best about the product?
Freshdesk is great for lots of custom inboxes and multiple teams. We're easily able to see which teams are struggling with their workload to assign additional resources, and we're able to report quickly on areas that need improvement.
What do you dislike about the product?
There are some lagging issues with tickets that look like they have loaded but then when you try and use any of the features you need to reload the page. Sometimes when raising enhancements to Freshdesk they come back with responses that they are adamant work and it takes a few emails and screenshots to show them that their suggestion hasn't worked.
What problems is the product solving and how is that benefiting you?
Our teams are able to easily help each other without needing to worry about moving emails in Outlook. The Freshdesk reporting has allowed us to build a very good FAQ page on our website.
Recommendations to others considering the product:
Make sure that your dispatch'r rules don't work against each other. Have patience with Freshdesk support.
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