Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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Email and Chat
What do you like best about the product?
Freshdesk gives us good insight into our email and chat communication.
What do you dislike about the product?
There are mostly little, nit-picky things, but nothing major. Would mostly like to see more flexibility with the chat features.
What problems is the product solving and how is that benefiting you?
We wanted to have full insight into customer responses for quality assurance, as well as reporting and tracking on response time. Freshdesk has helped us accomplish those goals.
Robust helpdesk ticketing solution for SaaS business
What do you like best about the product?
We switched from another helpdesk solution to Freshdesk over a year ago. The transition was pretty smooth and the solution is easier to use for our team and our clients. The solution is very stable and is always on. So far we haven't encountered any down time. Our customer success manager offered to review our setup and offer recommendations so we can leverage the solution to its fullest potential.
What do you dislike about the product?
We would like to get more support to use the solution more optimally. After talking to our customer success manager, we have setup a time to discuss best practices and how we can use the solution more optimally.
What problems is the product solving and how is that benefiting you?
We rely on Freshdesk as out support ticketing system for our SaaS based center management solution for child care. So far, it has worked out pretty well.
Rapid support when we needed it
What do you like best about the product?
We've been using Freshdesk heavily for quite some time; and it's a big improvement over our previous ticketing system. However, we've been struggling with the automatic new ticket creation feature, as we had people trying to append to existing tickets who were originally part of the ticket string. I found a support string on the same subject and contacted the the Freshdesk representative involved. Within 15 minutes he'd responded and a few minutes after that he'd fixed our issue for us. Now that's service!
What do you dislike about the product?
Some of the reporting and search functions could be richer. I'd also like it to integrate with Connectwise Automate (previous Labtech) out of the box.
What problems is the product solving and how is that benefiting you?
We are a IT service desk support multiple customers, their users, and infrastructure.
Good System, Fits our needs well, Support could be more empathetic
What do you like best about the product?
Our team has used Freshdesk for over 2.5 years. It works really well to manage a variety of ticket types. I like that everyone in our company feels comfortable navigating the system. With a little bit of knowledge it's fast to set up and customize processes to your liking. They have great help tutorials if you need more information on a feature.
What do you dislike about the product?
The support leaves a lot to be desired. Typically if I have an urgent issue I reach out via their live chat. I have had a lot of problems with their agents not being empathetic to the issue at hand, or having to "prove' that there is a problem, repeat details, or provide information that their team has access to see already. They are also frequently slow to respond to chat messages. The folks I've worked with directly (dedicated account managers, etc) have all been great, but live chat (which I use when the walls are burning down already) leaves a lot to be desired.
What problems is the product solving and how is that benefiting you?
Our team uses Freshdesk as our "document of truth" - all customer data ends up here.
Recommendations to others considering the product:
Learn the product well. And get a good account manager as a backup to their live chat support.
Help full
What do you like best about the product?
It is very easy to communicate with the costumers and resolve all the issue.
Also as the tenant reply it reaches as very soon. Its not too good or too bad its just good actually.
Also as the tenant reply it reaches as very soon. Its not too good or too bad its just good actually.
What do you dislike about the product?
Sometime fresh desk will be slow which leads waste of time and also usually often it will be technical issue which is so irritating sometimes.
What problems is the product solving and how is that benefiting you?
We are resolving customers issue and replying the tickets to the customers.
User Friendly
What do you like best about the product?
Almost all the features in the fresh desk
What do you dislike about the product?
Cannot change the Sender mail ID if we have already created.Instead we have to create new one.
Eg. If I keep abc@gmail.com in To by keeping cc to xyz@gmail.com. Next time When I wanna change xyz@gmail in to and cc abc@gmail.com it is not getting changed.
Eg. If I keep abc@gmail.com in To by keeping cc to xyz@gmail.com. Next time When I wanna change xyz@gmail in to and cc abc@gmail.com it is not getting changed.
What problems is the product solving and how is that benefiting you?
mentioned above
Great product - excellent customer service
What do you like best about the product?
We are starting our relationship with Freshdesk, and so far support has been understanding, friendly and helpful.
Every organization has its own needs and quirks. So far we have found Freshdesk to be quite adaptable to our needs. It does take some work to set up, however at every stage, we have received excellent advice and help from the Freshdesk support team.
Every organization has its own needs and quirks. So far we have found Freshdesk to be quite adaptable to our needs. It does take some work to set up, however at every stage, we have received excellent advice and help from the Freshdesk support team.
What do you dislike about the product?
Not much to dislike. It IS a little challenging to adapt your process to a software system, but that is true of any system. Challenges we have faced so far have been solved or assisted by the Freshdesk team.
What problems is the product solving and how is that benefiting you?
We have multiple help emails and a variety of people answering (in two languages). We are still in the starting stages, but the Freshdesk system is a huge improvement over email.
Recommendations to others considering the product:
Test the heck out of it during the trial period - throw your emails in and use it as if you were responding to live customers.
Be flexible. Almost no software will meet 100% of your needs.
And reach out to Freshdesk support with any questions.
Be flexible. Almost no software will meet 100% of your needs.
And reach out to Freshdesk support with any questions.
Support Management Software
What do you like best about the product?
The look and feel of Fresh Desk is great. Easy to create and track your support inquires. We went from the free tier to the next level for more reporting needs. The best thing about Fresh Desk is the support responsiveness and problem solving abilities. Aravind S. helped me figure out a reporting solution within 24 hours!
What do you dislike about the product?
Some of the download and reporting options aren't user friendly so you have to play around with the parameters at first.
What problems is the product solving and how is that benefiting you?
We are able to respond to our clients quickly and efficiently with product inquiries. The 'solutions' feature let's me respond to clients with FAQs within my response very easily.
Great Support Tool
What do you like best about the product?
Simple to navigate, not much training required. Agents can just login and start working. Has various customization to suit each business needs and not to forget, has an awesome support team who work with great TAT.
What do you dislike about the product?
The software is at times slow, especially with Live Chat.
What problems is the product solving and how is that benefiting you?
Purely for email and Chat support.
Good Ticketing System
What do you like best about the product?
It links with Olark and other systems so that you can input data from databases without having to manually input everything.
What do you dislike about the product?
Sometimes when you manually add a contact it can take up to 30 minutes to come up in a search. Also it send you messages saying that you didn't close a ticket in 48 hours even over the weekend. Sometimes it takes longer to resolve a ticket and also of course we wouldn't close a ticket over the weekend when we aren't in the office. It's just annoying but to my knowledge you can't turn it off.
What problems is the product solving and how is that benefiting you?
It is easy to search for old tickets.
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