Freshdesk
Freshworks Inc.External reviews
3,426 reviews
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All I need is available in Freshdesk
What do you like best about the product?
esclations, autmation,Collaborators users
What do you dislike about the product?
nothing, so far all good , only the invosing and intgration with freshsales
What problems is the product solving and how is that benefiting you?
Orgnaizing the helpdesk with our customers
Good Entry-level Support system
What do you like best about the product?
Freshdesk is easy to use and it's quick to navigate. To onboard agents it's fairly simply so not a lot of training needed on the system. What I like most about it is we're able to have all support tickets for a customer in one spot. It's used by our coaches, customers and sales team. Good to keep track of data. However if you're looking to use KPI's you'd need to use a Pro plan which is quite expensive for a start up company.
What do you dislike about the product?
It's a little difficult to integrate, and exporting data from the system is not great.
What problems is the product solving and how is that benefiting you?
It helps to provide good customer feedback and keep the customers information in order. We also get notifications when tickets are received. Able to make phone calls too.
A few minor changes would make it great
What do you like best about the product?
Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication.
What do you dislike about the product?
Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets.
What problems is the product solving and how is that benefiting you?
Our Service departments support tickets
Works great to record and for us to respond to user issues.
What do you like best about the product?
Easy for our multiple support people to use and to swap/support each other. Very easy to implement and very good for basic tracking and reporting.
What do you dislike about the product?
Deep, technical reporting is quite week. We had an incident (not caused by Freshdesk) and we needed a lot of information, quickly. We had to work with the Freshdesk security team to get some of the data we needed. They were very good, but had the information been readily available, we could have gotten to the bottom of our issue much quicker.
What problems is the product solving and how is that benefiting you?
It helps us track all of our customer issues and helps us prioritize responses and determine possible fixes and enhancements.
Great tool for email management with Room for Growth
What do you like best about the product?
Freshdesk has been a valuable tool for managing our email communication. While users may need some time to adjust to the ticketing system for responding to emails, once familiar, it functions effectively.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries.
What do you dislike about the product?
While Freshdesk is effective for email management, there are several areas that could benefit from improvement:
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow.
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow.
What problems is the product solving and how is that benefiting you?
Email management over shared inboxes with multiple users
Overall experience is good
What do you like best about the product?
I like freshdesk as it is easy to use and setup, their customer support is also reeally good. Their intregations are really easy to setup as well.
What do you dislike about the product?
It should have more option to manage the reports.
What problems is the product solving and how is that benefiting you?
Easy to track issues reported by our customers, now we can track our SLA to achive a 100% resolutions on time for our customers.
We switched to Freshdesk and stopped looking for other Helpdesk solutions.
What do you like best about the product?
Stable SaaS solution. Fast. Easy to set up. Easy to work with.
The Freshdesk team is always looking for new features to add (which we generally don't use)).
The Freshdesk team is always looking for new features to add (which we generally don't use)).
What do you dislike about the product?
The ticket merging feature works a bit differently for us, but it's not a problem.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us not lost customers tickets, resolve in SLA, made reports to customer and company managers.
Great tool for a new MSP offering!
What do you like best about the product?
The ease of use in training new users on handling tickets combined with the ability to integrate with other tools that generate those tickets has been very helpful. Our team has doubled in size and we are seeing even more value with the flexibility of the platform including occasional agents, separate portals and custom fields.
What do you dislike about the product?
For a small team just starting out with Freshdesk there are a number of features that require a Pro license that can be a bit of turn off initially.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us a professional look and experience for customers that need our help. Our customers have an easy way to report and track their questions or concerns and we have clear line of sight to whats going on with those interactions.
A modern platform with many options and features
What do you like best about the product?
The diversity of available options, and the amount of automating processes you can apply.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
What do you dislike about the product?
The amount of features can be quite overwhelming.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
What problems is the product solving and how is that benefiting you?
All the possible options, features and add-ons provide tons of options for automating processes, and quickly helping customers.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Freshdesk has significantly improved our efficiency
What do you like best about the product?
The ease of use with integration it with our current email setup and setting up automation rules to increase the efficiency of our sales teams has helped our company to improve our service.
What do you dislike about the product?
Some features that we would like are not yet implemented, even though they are small it takes quite a while before they are implemented.
What problems is the product solving and how is that benefiting you?
Internal communication between departments and keeping track of lifecycle of a question/problem.
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