Freshdesk
Freshworks Inc.External reviews
3,426 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk Experience
What do you like best about the product?
Easy set up, good customer support, customization to fit my needs
What do you dislike about the product?
Reports are very basic, no click to call support option.
What problems is the product solving and how is that benefiting you?
I am operating an IT Service Desk. Tracking and attending to requests.
Freshdesk Review
What do you like best about the product?
It arranges all customers inquiries in the best way possible that makes it quick and easy for us to respond to.
What do you dislike about the product?
The system does experience some issues when “closing” tickets out, and ends up leaving us with more open tickets than we should have
What problems is the product solving and how is that benefiting you?
We are resolving all customer inquiries and making sure they are happy with our product and customer service
Freshdesk Support
What do you like best about the product?
The Freshdesk Interface is easy to navigate and use. The online Support chat with Freshdesk is GREAT, it is fast and Representatives are always friendly and kind.
What do you dislike about the product?
The Company and User search functionality could be better.
What problems is the product solving and how is that benefiting you?
Every customer call is logged and tracked by our utilization Freshdesk ticketing. It has helped us not loose track customer questions reported issues that require follow up.
Recommendations to others considering the product:
Freshdesk is easily expandable both in capability and number of users. It is relatively easy to setup and configure ticket templets and automated replies. The reports and exports available help review agent performace over extended periods of time.
Cool!
What do you like best about the product?
Easy administration tasks and configuration.
What do you dislike about the product?
Not much to configure.,.................
What problems is the product solving and how is that benefiting you?
HR Helpdesk
Recommendations to others considering the product:
Easy implementation, simplicity. Easy todo administer for a non tech user.
Freshdesk are an OK guys :)
What do you like best about the product?
Service is mostly useful and operating without any huge issues.
What do you dislike about the product?
Very rarely i'm facing some issues but they are often related to 3rd party software of hardware.
What problems is the product solving and how is that benefiting you?
We are providing our customers with technical and informational support. It's easy to get or create tickets and manage them.
Recommendations to others considering the product:
It is a good ticketing system for support teams. It has quite a lot features to run automation and statistics for your company.
Clean, affordable customer service tool
What do you like best about the product?
Simple, easy interface at affordable prices. Starting as a SMB, having this tool available for free was amazing!
What do you dislike about the product?
The interface is not ideal for handling multiple incoming emails that need to be managed separately (ex. multiple departments). For this, I would recommend separate Freshdesk accounts...
What problems is the product solving and how is that benefiting you?
Managing the flurry of customer support emails that come in for our retail brand. This tool has kept us from forgetting about or overlooking customer emails; we use to just Google Groups to manages customer emails, but their interface was not conducive to maintaining timely responses.
Great tool, great customer support
What do you like best about the product?
While the flexibility of the Freshdesk system has been outstanding thus far, their customer support takes the tool to a different level. Set up was a breeze with their assistance and as a company we have not come across any major issues once going live, despite the extremely high volume of e-mails/tickets we receive on a daily basis.
What do you dislike about the product?
My biggest issues are specific to the new UI, font colour and size cannot be customized for all outgoing replies (it can be done on an individual ticket basis) as well as the order of e-mails/replies cannot be changed to have the newest reply show up at the top, it always comes to the bottom of the e-mail chain. This is not the most effective when it comes to longer e-mail chains with a lot of back and forth communication between yourself and the customer.
What problems is the product solving and how is that benefiting you?
As a manager I have a greater level of visibility, we did not realize the amount of requests and e-mails being received and manually assigned to our team through Outlook until we switched to Freshdesk. Agent performance, ticket lifecycle and trends, and the other reports available have also provided great insight for our current stage as a company and to assist with process and protocol for future growth.
Great flexible solution and responsive support
What do you like best about the product?
Have used Freshdesk for about 1.5 years. It has offered us the flexibility to expand as we've added more products that we support to our own portfolio - all feeding into a single portal that our team can easily manage from one place. If we've ever needed technical support, Freshdesk offer a live chat facility where their support team respond instantly to our questions.
What do you dislike about the product?
Nothing that comes to mind, have been very happy with the system
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage the increasing support questions/issues in a central place with a small team, it gives full visibility to anybody in the company who needs to review that status of a current ticket or interactions with specific client. Has helped us improved our service by: giving visibility and then allocation of tickets to the appropriate person. In addition it has helped analysis of trends / repeated questions - that we can then add to the FAQs on the portal - and also refer to (so improving efficiency of our limited staff's time).
Recommendations to others considering the product:
Give the free trial a go - that gives a really good flavour of the system.
Informative & useful tool
What do you like best about the product?
Ability to categorise, reporting functions
What do you dislike about the product?
Merging function is clunky, no customisable colour categorisation available
What problems is the product solving and how is that benefiting you?
Able to share across markets; tracking & reporting emails
Great Customer Support
What do you like best about the product?
The application as a whole is a great way to standardize and consolidate customer support into a single place. The ability for users to submit and respond to tickets via email is very valuable and makes adoption much easier. Freshdesk's team is responsive and very helpful when dealing with them through their support process.
What do you dislike about the product?
The main things we'd like to see are improved searching in the portal, so we can have a better idea of how we are doing across different areas. In addition, the Client Portal view seems to be a bit lacking and it would be better if we could customize which fields are available for the customers, for example being able to have them search on a custom field such as a target release for a set of items.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to improve our customer support process across all of our products in our company. Rather than dealing with separate systems or having to find a place for items that come in from phone or directly via email, Freshdesk offers a standard place to house and manage tickets, improving our efficiency on the support front.
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