Freshdesk
Freshworks Inc.External reviews
3,425 reviews
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External reviews are not included in the AWS star rating for the product.
Best ticketing tool I've used so far, will definitely recommend to others.
What do you like best about the product?
Simple UI, Low memory ( Background processes / RAM ) consumption, quick response time, reconnect itself to the server if the network is changed, super fast report generation ( Database queries are highly optimised, very good ), quick support
What do you dislike about the product?
Can not create custom alerts, cannot create custom reports, API base should be redefined considering the customer requests, there is a gap between the customer and the developer
What problems is the product solving and how is that benefiting you?
We serve thousands of students worldwide daily through calls / chats / emails. Integrating all these three platforms into one helped to keep an eye upon on every service request.
Recommendations to others considering the product:
Definitely. Worth to use. Good UI / Processing Speed / Customer Support.
More than a great experience
What do you like best about the product?
Product, customer service, features & ease of use.
What do you dislike about the product?
The advanced package's prices are little bit expensive.
What problems is the product solving and how is that benefiting you?
Freshdesk is actually helping us to save a lot of time and achieving our goals by providing records and stats. Even the aged employees find that it has a user friendly interface.
Overall Easy to navigate and use
What do you like best about the product?
User interface is nice and clean, simplicity is key
What do you dislike about the product?
The reporting function could have much more filtering availability.
What problems is the product solving and how is that benefiting you?
a one stop shop for all support needs.
Recommendations to others considering the product:
nice and clean user interface
Excellent for Small to Mid Size Business
What do you like best about the product?
The product is comprehensive with all the tools I need to run a solid support organization. The help articles are fairly thorough.
What do you dislike about the product?
Getting support to answer my question was very frustrating in the beginning. It has gotten better lately. It seems like they only offer very basic assistance until you push for higher level support.
What problems is the product solving and how is that benefiting you?
I am able to track all interactions with my customers, find their history easily, and keep well within our service level agreements.
Recommendations to others considering the product:
Be clear on your targets and needs for supporting customers, so you can design your portal accordingly.
Great Helpdesk Solution
What do you like best about the product?
Feedback widgets, multi-brand support...
What do you dislike about the product?
Multiple product set up can be laborious
What problems is the product solving and how is that benefiting you?
Our business requires high-touch customer service, and the ability to traffic and route customers concerns so that they are best resolved is a high priority. Freshdesk offers us the ability to properly and effectively file customer tickets for the proper agent to respond. Also offering the ability to build and maintain a knowledge base that is particular to our many channels of business (we are currently maintaining about a dozen different products) greatly helps reduce the actual number of tickets created.
Straightforward explanations, DIY approach and kind, caring service!
What do you like best about the product?
I love the fact that you send DIY videos explaining how to solve a problem or how to do something you need to do.
What do you dislike about the product?
I dislike the fact that I cannot talk to you guys. Mostly because I have difficulties understanding the Indian accent, I'm very sorry for that.
What problems is the product solving and how is that benefiting you?
We are providing a Support Portal to our customers, that allows them to contact our reps and solve problems in real time.
A review for using Freshdesk
What do you like best about the product?
I really like how I am able to submit a ticket on freshdesk and also get an email for the ticket. I like that I am then able to answer the ticket thread directly through my email. I don't need to log into freshdesk to respond. The email option makes it really easy to communicate and solve my ticket.
What do you dislike about the product?
Sometimes it's difficult to identify my issue with the drop down option list when writing a ticket.
What problems is the product solving and how is that benefiting you?
I'm able to get mistakes I've made on my parent feedback corrected by freshdesk. I can also communicate with my company regarding the progress with certain students.
Recommendations to others considering the product:
No recommendations.
Fairly simple and low maintenance
What do you like best about the product?
How simple it is to use. You are up and running really quickly. Its easy to create auto replies so that users know that their tickets have been picked up and are being actioned.
What do you dislike about the product?
Sometimes the support is difficult especially when it comes to observer rules etc. It takes a while for the support to understand you over chat. Sometimes you need to talk
What problems is the product solving and how is that benefiting you?
responding to tickets quickly.
Recommendations to others considering the product:
improve support
Fast Response Time
What do you like best about the product?
Fast and efficient support response time.
What do you dislike about the product?
Minor issues with dropped incoming calls from time to time.
What problems is the product solving and how is that benefiting you?
Customer/ client management (calls, emails, support, tickets, etc.)
Good flexibility—easy to get around
What do you like best about the product?
Being able to set up the autoresponders the way I liked, was really important. Not just including a logo, but using my language—not closed or resolved—but "done and dusted" and little sayings and phrases that sound like me. The flexibility to change things in the system, was invaluable.
What do you dislike about the product?
Setting up the DNS is problematic if you have Google Apps and multiple aliases. I found the support on this aspect not particularly insightful, and telling me to set up a separate gmail for support, not overly useful.
What problems is the product solving and how is that benefiting you?
I'm actually using it as a communications tool for a training course. So instead of technical support, I'm using for students to send assignments and communicate about course modules. This is why the flexibility to change —not call tickets a "ticket" was particularly useful.
Recommendations to others considering the product:
For a one-person business, it has been fantastic. But, for me, the DNS issue with Google Apps aliases was an issue. I now just use the Freshdesk subdomain, and for me it wasn't the end of the world. For some, it may be an issue.
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