Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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A little confusing
What do you like best about the product?
I like that multiple, I mean in the 10's or thousands, can use this platform. There is an archive of past posts that you can search from at any point in time. If there is an issue you need address, they have someone ready to help you and will respond within 48 hours of your request.
What do you dislike about the product?
Due to the vast amount of people on our Freshdesk platform, it was sometimes difficult to navigate and find an answer to a question you might have. There are so many different areas and ways to upload questions of files that you may not know where to look to find your answer.
What problems is the product solving and how is that benefiting you?
If there is an issue that multiple people are having, you could search on Freshdesk to find the answer. When I first started with my company, I used Freshdesk a lot to answer simple questions about my concerns with getting class bookings or how to use certain features on our website.
Recommendations to others considering the product:
Our company actually has switched to another platform for most of the online help we used Freshdesk for originally.
Freshdesk keeps me connected to my office in Beijing
What do you like best about the product?
I like that Freshdesk is easy to use, and I can easily contact the head office through a Freshdesk ticket. It seems from a user perspective that it's an organized way for the large corporate office to communicate with its 20,000 plus employees worldwide.
What do you dislike about the product?
I would like a good language translation system built in. The translation from the Chinese speaking staff is usually pretty good but it seems like it could be better.
What problems is the product solving and how is that benefiting you?
Being able to communicate with the head office in an organized way. I always get an answer within 24 hours and I am able to specify what problem I am having so it routes to the right person.
Good small teams with multiple people managing the same email
What do you like best about the product?
Setup is easy and well-documented. UI is nice-looking and easy to use. I had a problem and emailed their support and they got back to me very quickly and helpfully. I have a small team of support agents. For a while we just had emails that came in forwarded to us, and then we'd reply-all so we knew who had responded to an email. It's so much nicer to have tickets that show up to anyone, can be assigned to agents, closed and reopened, and all the other things you can do with Freshdesk. Also, it's very valuable to be able to respond directly from the support email that customers send their questions to.
What do you dislike about the product?
There's not much I dislike about Freshdesk. It's pretty sufficient all-around. I would like to be able to see more over-arching statistics about the response-rate, etc. of agents more easily on the dashboard instead of just for that day.
What problems is the product solving and how is that benefiting you?
The biggest benefit I've experienced is the ability to have more than one person replying to emails coming in to the same email address without worrying about replying twice to the same email.
Work as a team to tackle customers issues
What do you like best about the product?
The ability to assign tickets across dept
What do you dislike about the product?
Nothing I can think of. The product overall is very easy to learn. Lots of options can make it a little difficult remembering where to change a setting.
What problems is the product solving and how is that benefiting you?
We use it for container care and love how easy it is to assign a ticket (or child ticket) to another dept rather than following up in emails.
Wonderfull
What do you like best about the product?
Support solution with an agent was on the very high level.
Swetha S helped a lot with setting up some features. Please reward her somehow
Swetha S helped a lot with setting up some features. Please reward her somehow
What do you dislike about the product?
Don't like image uploading and mobile responsive. Very hard to use it on mobiles.
What problems is the product solving and how is that benefiting you?
support of product customers
Very useful tool to manage customer service
What do you like best about the product?
Its simplicity, it allows you to configurate it easily and the basic configuration can be done by your self.
What do you dislike about the product?
Sometimes its simplicity don't allow to customize it as much as I would want, but it is easy to adapt.
What problems is the product solving and how is that benefiting you?
Customer service, claims, FAQ...etc.
Recommendations to others considering the product:
The software is very helpful and easy to use.
Scalable Cloud-Based Customer Support
What do you like best about the product?
Freshdesk offers SLA timing, response automation, team tracking and response, and a great internal and external knowledge base with associated analytics to rank efficacy of solution. Also, parent-child ticketing to really resolve repeat issues.
What do you dislike about the product?
The software lacks a mechanism to easily re-assign tickets/tasks to another person when someone leaves their position or the organization.
What problems is the product solving and how is that benefiting you?
As a fire department with part-time employees and non-standard work schedules, Freshdesk allows us to track action items, ongoing project takes, and plan future responses as a team, which eliminates duplicative effort and unnecessary repeat customer contacts. It also provides good analytics for annual performance evaluations, and resource deployment within the division.
Great customer services and extensive list of functionalities on the platform
What do you like best about the product?
I love the extent of customization that is possible under Freshdesk and also the fact that you can integrate heaps of apps within the platform. I love using Grammarly and it was great that it was wondering under Freshdesk unlike other 3rd party platform.
What do you dislike about the product?
We didn't like the fact that our customer couldn't see the status of their ticket without logging in to Freshdesk. It's an added hurdle to our less tech-savvy customers and we wish all our customers could see their ticket status easily.
What problems is the product solving and how is that benefiting you?
Faster response time and better customer service. Also, we integrated our social apps and live chat as well as email.
Freshdesk Is so easy, I’m not even sure how it works!
What do you like best about the product?
I like the fact that Freshdesk is keeping track and organizing the tickets I submit to my employer and does it in such a way that I don’t even have to think about what I’m doing or keep track of “steps” or protocol. It’s so user friendly! I’ve often wondered how it keeps track, organizes and delivers the tickets to the correct departments who can then get back to me in a timely manner. I’m hooked!
What do you dislike about the product?
In the capacity that I’ve used Freshdesk, I can’t think of anything I dislike.
What problems is the product solving and how is that benefiting you?
The main proble would be that without it, I’d have to seek out specific departments to figure out who could best handle my inquiries and then track down the contact info or method. This is time consuming and tedious. The benefit is that now I can just submit a ticket in a central location using the same method and Freshdesk does the rest.
Recommendations to others considering the product:
Go for it!
Good Solution to Start a Small Support Team
What do you like best about the product?
I like that fact that it is free and relatively intuitive for a small company.
What do you dislike about the product?
Sometimes finding the options you want can be quite cumbersome, with a lot of app-specific jargon.
What problems is the product solving and how is that benefiting you?
We use it as a ticketing system and as an integration with Jira
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