Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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External reviews are not included in the AWS star rating for the product.
Start Fast and Expands As You Grow
What do you like best about the product?
Easy to set up and learn. As you need to adjust you are not locked in to initial decisions. The service is easy to pick up and learn yet still provides plenty of power options that put agents in a position to support the customer.
For management and managers, the reporting features truly keep you in touch with the health of your helpdesk.
Connecting with their support has always resulted in quick and accurate answers.
Their "Team Huddle" feature has really helped connect our remote support teams to their team leader to get resolutions without escalating the ticket.
For management and managers, the reporting features truly keep you in touch with the health of your helpdesk.
Connecting with their support has always resulted in quick and accurate answers.
Their "Team Huddle" feature has really helped connect our remote support teams to their team leader to get resolutions without escalating the ticket.
What do you dislike about the product?
Lack of multi-instance support for large enterprises. As a large enterprise, we have five different instances running in different functional areas (for example customer service and accounts payable). It makes sense for these groups to be on different instances because they don't share workflows but managing them as separate pockets mean we may not be able to realize any organization efficiencies where workflows could overlap.
What problems is the product solving and how is that benefiting you?
Customer Support and Engagement. We have been running Freshdesk for three years now to handle our feedback and chat support on our content platform. We reserve chat for administrators and offer the feedback widget for anyone. We also use their Solutions option to offer suggested solutions on the feedback widget. We have seen a significant shift away from using the "E-mail" option for the Feedback Option. This is good as it gives us an opportunity to present the suggested solutions articles.
We have used a Solutions article in conjunction with our marketing team to communicate major updates to the platform. This has had a great impact on making sure support tickets that are raised as a result of this communication can be directed to the proper team instead of just going into the general email ticket queue.
We have used a Solutions article in conjunction with our marketing team to communicate major updates to the platform. This has had a great impact on making sure support tickets that are raised as a result of this communication can be directed to the proper team instead of just going into the general email ticket queue.
Recommendations to others considering the product:
Started with a focus on SMBs and growing into Enterprise. It can be a platform for your support as it connects with numerous apps, you can build your own, and it has a good API.
Great Product
What do you like best about the product?
Being an extremely organized individual, I really like how Freshdesk has multiple ways to maintain order. There are tags, and custom drop downs to categorize tickets as well has really handy due dates to keep my work flow in check.
What do you dislike about the product?
At first I disliked the Mint experience, but have since grown to love the more modern look of it.
What problems is the product solving and how is that benefiting you?
We were looking for a central place to organize all customer service inquiries. After starting out this way, we then put Freshdesk to use in other ways, like the pipeline we've created for customer follow ups, and storing and organizing training documents in a central space for all employees to view.
Overall, Freshdesk has been simple and great.
What do you like best about the product?
Clean. Simple. Allows good, direct communication with clients. Good for tracking and managing.
The one time I had an issue, support was timely, kind, understanding, and looking to resolve the issue.
The one time I had an issue, support was timely, kind, understanding, and looking to resolve the issue.
What do you dislike about the product?
I haven't had an issue with Freshdesk at all.
What problems is the product solving and how is that benefiting you?
IT services at a university. Used for ticket management and reporting issues in a means to be able to record and later view.
Adding Agents
What do you like best about the product?
easy and quick assistance. Helpful representatives
What do you dislike about the product?
Some of the report fields are difficult to know exactly where the information if being pulled from
What problems is the product solving and how is that benefiting you?
Warranty and technical questions about our product
90% there!
What do you like best about the product?
Freshdesk does most things that our support team needs. Be able to insert a solution into a ticket is great!
What do you dislike about the product?
The Solutions area could use some work. We find it hard to post videos there without a lot of extra work, and the formatting of the text seems odd.
What problems is the product solving and how is that benefiting you?
Managing tickets and creating a Knowledge Base/Forum. Customers like being able to track tickets better.
Good Customization
What do you like best about the product?
The automatons and triggers makes managing our ticketing system easier.
What do you dislike about the product?
The UI is a little sluggish and sometimes can be overwhelming. The upcoming update looks cleaner.
What problems is the product solving and how is that benefiting you?
Having a location where all Knowledge Base is located has been the biggest benefit from Freshdesk. We are able to merge all of our ticketing platforms into one location while also keeping them separate depending on the teams.
Practicality
What do you like best about the product?
I really like the convenience and agility of communicating with tickets.
What do you dislike about the product?
Right now I have nothing to complain about.
What problems is the product solving and how is that benefiting you?
I'm solving customer service
I still can not use the tool fully, I feel I can do more with it but I lack the time to investigate and adjust
I still can not use the tool fully, I feel I can do more with it but I lack the time to investigate and adjust
Amazing Features ready to use with no additional training
What do you like best about the product?
Automation of scenarios with just a click of a button
What do you dislike about the product?
Many userul features require upgrade, Extra features should be allowed in existing plans
What problems is the product solving and how is that benefiting you?
Technical support with efficient check and balance. Monitoring productivity of agents is very easy
Must have tool for our business
What do you like best about the product?
UI is intuitive, administrative controls are quite granular. Their product works for 1 team operations or multi-teams with multiple agents and multiple inbound channels. The price point is very compelling. Customer support is incredibly knowledgable about the product, and can offer creative workaround if a product limitation gets in your way.
What do you dislike about the product?
Some of the automation can use a little love. Specifically, the ability to automate off of a 'Ticket Created' event will only execute 1 matching rule/condition, and somewhat limits your options for that event.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our support ticketing system for WordPress products. We're able to track and analyze ticket metrics, and spread the load around multiple agents.
Excellent
What do you like best about the product?
Auto Ticket creation from email,
customer feedback
customer feedback
What do you dislike about the product?
indian customer is cost conscious, pricing should have been less for Indian sme
What problems is the product solving and how is that benefiting you?
every customer mail is attended.
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