Freshdesk
Freshworks Inc.External reviews
3,556 reviews
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great
What do you like best about the product?
i like the organization of my customer tickets
What do you dislike about the product?
the phone feature has a bunch of bugs. nothing too serious.
What problems is the product solving and how is that benefiting you?
organization
Waffling between 2 and 3 because of the service.
What do you like best about the product?
I like how easy the product is to use and being able to view tickets in SalesForce. I also like being able to create custom fields easily and as well as automated scenario's. Lastly I do appreciate that a non-technical manager can mostly administer the product without needing an advanced engineering degree.
What do you dislike about the product?
The reporting section is half-baked. While the data does provide good insights you can't export the tables (or data) into anything! Only PDF's are generated and those are un-workable when trying to do correlations to (let's say to sales).
Sure you can export all your tickets and do the calculations yourself but then what's the point of having a reporting section?
Which brings me to my next gripe. The ticket search tool (or view creator) is extremely slow and frustrating. Given the limited reporting capabilities of the software I must rely on that function to find and export the data I want to tabulate. Unfortunately, when I create a new view and include a specific date range, I need to re-enter that exact same date range after clicking the "export" button. If you forget it either won't work or return the wrong data.
Lastly what I'm most disappointed with is their customer service. Perhaps its because we hold ourselves to a higher service standard but I have tried to work with them to review our implementation, I have even taken the time to re-document our requirements and associated use cases. After 3 weeks I finally managed to schedule a call but they showed up un-prepared and 15 minutes late.
Sure you can export all your tickets and do the calculations yourself but then what's the point of having a reporting section?
Which brings me to my next gripe. The ticket search tool (or view creator) is extremely slow and frustrating. Given the limited reporting capabilities of the software I must rely on that function to find and export the data I want to tabulate. Unfortunately, when I create a new view and include a specific date range, I need to re-enter that exact same date range after clicking the "export" button. If you forget it either won't work or return the wrong data.
Lastly what I'm most disappointed with is their customer service. Perhaps its because we hold ourselves to a higher service standard but I have tried to work with them to review our implementation, I have even taken the time to re-document our requirements and associated use cases. After 3 weeks I finally managed to schedule a call but they showed up un-prepared and 15 minutes late.
What problems is the product solving and how is that benefiting you?
Honestly right now it's creating more problems than it's solving.
Freshdesk was faulty
What do you like best about the product?
It is clear, concise and easy to navigate through
What do you dislike about the product?
the order of the replies from customers are sometimes not in the right order which makes it harder to read the conversation.
What problems is the product solving and how is that benefiting you?
IT issues, customer queries
Quality product and good support
What do you like best about the product?
Quick support and assistance from the team, a great tool with a lot of options for customisation.
What do you dislike about the product?
Some key UI/UX fixes are quite far off on the roadmap.
What problems is the product solving and how is that benefiting you?
Client ticketing. Easy management and tracking of tickets.
Recommendations to others considering the product:
Careful planning of ticket routing from initla setup goes a long way.
my experience with freshdesk has been good so far
What do you like best about the product?
customer service via webchat. I usually get helped quite quickly and nicely through this channel
What do you dislike about the product?
limited API
should integrate whatsapp and facebook in the platform as well
should integrate whatsapp and facebook in the platform as well
What problems is the product solving and how is that benefiting you?
centralizing most communicating channels in one platform
Looking for Helpdesk tool go with Freshdesk
What do you like best about the product?
Tool features, customisation and support from the team.
What do you dislike about the product?
More features to be added to basic plans
What problems is the product solving and how is that benefiting you?
Generating records for our clients' issues in the form of a ticket.
It is easy for a company to have multiple people working on one ticket(not depending only on one person for work) as it has the flexibility of having the transparency in the work.
It is easy for a company to have multiple people working on one ticket(not depending only on one person for work) as it has the flexibility of having the transparency in the work.
New to Freshdesk
What do you like best about the product?
I love the reporting features, the canned reports make sense and there is an awesome integration for more advanced stuff.! The staff is friendly and does their best to help. The client experience is clean and the Help Center search feature is excellent.The ability to create custom ticket and client fields is great.
What do you dislike about the product?
It can take a minute for the support staff to understand what you are trying to tell them. There isn't much flexibility in automatic email triggers. I was told we'd be able to see if the client had opened our emails or not and this turned out to be untrue.
What problems is the product solving and how is that benefiting you?
We support a large client base and handle a ticket volume of about 600 a month. The search feature in freshdesk will hopefully allow us to drive that ticket number down.
Recommendations to others considering the product:
Definitely look at this product. It's a clean interface and very user friendly.
Quick questions on development side
What do you like best about the product?
I liked that the question was quick and clear
What do you dislike about the product?
I was pretty satisified with the whole experience
What problems is the product solving and how is that benefiting you?
I am attempting to streamline our customer service department to avoid redudancies
The best ticket system we have used so far!
What do you like best about the product?
Freshdesk's interphase is clean, user-friendly and visually attractive.
As a helpdesk user/admin, it has been very simple to customize the system to fit our team's needs. Additionally, their customer support is on point, we never have to wait more than a few minutes to get an agent to help us with whatever issue we are trying to solve.
As a helpdesk user/admin, it has been very simple to customize the system to fit our team's needs. Additionally, their customer support is on point, we never have to wait more than a few minutes to get an agent to help us with whatever issue we are trying to solve.
What do you dislike about the product?
So far, we have not found any deal breakers in their system. I love that the correspondence between my agents and our customers feels and looks just like any other email chain we may start using outlook.
What problems is the product solving and how is that benefiting you?
Help desk analytics are very easily obtainable. The metrics we use to follow our team's performance can be set up in just a few minutes and adjusted as much as we need to without any advanced admin skills needed.
Recommendations to others considering the product:
I particularly appreciate the support during our trial and onboarding periods. Our sales rep Madhu is always on top of things, ready to answer anything related to technical, billing or functionality questions. They were also quick to help us with custom apps when their out-of-the-box product didn't cover something we were inquiring about.
Excellent Value Helpdesk
What do you like best about the product?
The recent overhaul of the UI has made Freshdesk easier to navigate and more enjoyable to look at. The Helpdesk does what it's supposed to do, organize inbound tickets and track to resolution.
What do you dislike about the product?
Ticket handling rules only allow you to choose "Any" or "All" conditions to make changes to the status of the ticket or do actions. Integration of an "Or" rule subset of "Any" or "All" conditions would be awesome!
What problems is the product solving and how is that benefiting you?
Our primary customer service is handled via Freshdesk; additionally we facilitate our Urgent Emergency service through the use of Dispatch'r rules and a web hook to Pager Duty to alert the on call technician.
We have better managed customer communication in regard to issues, updates and feature requests.
We have better managed customer communication in regard to issues, updates and feature requests.
Recommendations to others considering the product:
Spend some time honing the email notifications for tickets otherwise you'll get spammed to the point that notifications may go ignored.
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