Freshdesk
Freshworks Inc.External reviews
3,413 reviews
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External reviews are not included in the AWS star rating for the product.
Great Ticket System
What do you like best about the product?
The new interface is far better than the original - the choice of table or card view make the tickets more clear and easier to scan. The table view has column choices, and both views have an expanded filter menu. It's much easier to navigate and find what I'm looking for, especially when I'm looking back to tickets months ago. The individual ticket view is more clear and simpler to use. I love being able to add private notes for time tracking. I also love the search function to find tickets that pertain to certain issues.
What do you dislike about the product?
When I would send an email to a customer, it would show up that the customer sent the email. I also dislike that there is no way to save an email draft longer than a few hours.
What problems is the product solving and how is that benefiting you?
Tracking customer service requests and issues. The private notes provide documentation that I use for invoicing. Suggestion: having your ticket system integrate with an invoicing solution like www.waveapps.com would be really helpful. I understand other systems do this (https://www.getharvest.com/integrations), and it would be a great help. Wave is a top-notch free accounting software program that is well respected and has great reviews.
Recommendations to others considering the product:
Great improvement in the new GUI. We were considering moving to another software, but after the new improvements, we are definitely staying with Freshdesk! Love it!
All the Features We Need
What do you like best about the product?
The variety of features. I cannot think of anything we need that it doesn't have. Even though we don't use all of the features at this point, we will use them as we grow.
What do you dislike about the product?
There is nothing particular about Freshdesk that I don't like. I have had to use Freshdesk Support myself a few times when I had trouble doing things, but it has always worked well, and I get good help from Freshdesk Support.
What problems is the product solving and how is that benefiting you?
Freshdesk has everything we need to have a professional, full-functioning customer support system. It handles our user guides and support tickets, making it easy on the admin side and the customer side. I like the flexibility of plans, as it can cover our needs as we grow..
Data Analyst
What do you like best about the product?
Freshdesk provides an platform to control all the tickets and provide useful tools for managing customers.
The support team is fast and very useful.
The support team is fast and very useful.
What do you dislike about the product?
The user interface is rigid. It could have better appearance, like Freshchat, another tool that our company used.
What problems is the product solving and how is that benefiting you?
Managing customer is very difficult at first. However after using Freshdesk, everything is organized and we could easily scale our team to more members. It also support customizing and Dispatch rule is something we really like.
Recommendations to others considering the product:
Yes
Feature rich and easy solution for Service Desk.
What do you like best about the product?
Freshdesk is a great solution for managing service desk for Small and Medium Businesses. It can be easily customized and changes can be implemented almost instantaneously. It offers multiple communication channels and it is a very convenient way to keep track of tickets. Their availability is 100 percent and we have not encountered any downtime with them. Their mobile app allows users to manage everything on the go. Support staff is resourceful and professional. Another useful and userfriendly feature is the solutions section. This really helps in self-service of the Clients and allows us to add it our replies.
What do you dislike about the product?
There is nothing that I would dislike about Freshdesk. However, it is a bit slow but it is still faster than many of its competitors.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for application support of our software product.
Recommendations to others considering the product:
Freshdesk offers good quality service at a reasonable price. It has scope for improvement but it will definitely solve your service desk needs. Team members can collaborate on a ticket. Chats and Phone calls can be tied and easily reviewed. Support team will assist you with all your queries. This product is definitely something to try before you choose a service desk application.
Leaves something to be desired
What do you like best about the product?
Fresh desk is a streamlined way to host all of your phone, email, and live chat communications with customers in one place
What do you dislike about the product?
Phone calls continually dropped, reporting options were limited, and support is not the most helpful.
What problems is the product solving and how is that benefiting you?
It allowed us to communicate with our customers, which is definitely a business benefit
Recommendations to others considering the product:
If you are looking for a CRM that is going to help your company scale and serve customers well, look elsewhere.
Intuitive, feature-rich, affordable customer support software.
What do you like best about the product?
Every email, feedback, chat, or call that comes in can be converted into tickets in Freshdesk. There is no more switching between multiple tools. No more missing out on follow ups and delaying replies.
What do you dislike about the product?
No change management capabilities. Tickets can't be tracked to assets.
What problems is the product solving and how is that benefiting you?
Set ticket priorities automatically based on their importance. Also automate the assignment of tickets to agents based on their expertise to improve accountability.
Recommendations to others considering the product:
Freshdesk is an easy-to-use and nicely priced helpdesk platform aimed squarely at the SMB space. A well-designed user interface and plenty of third-party integration possibilities keep this platform competitive as users' businesses grow.
Great ticketing system
What do you like best about the product?
Their support is very helpful and fast. They will quickly guide you to find the answer to any questions you have. It is very customizable.
What do you dislike about the product?
The mint experience still needs some polishing but they are fixing stuff there quickly.
What problems is the product solving and how is that benefiting you?
They are allowing me to handle hundreds of incoming support emails per day without losing my mind.
Well thought out, very flexible and advanced Customer Support solution
What do you like best about the product?
- One of the best Customer Support teams I have worked with in 15 years. (Responsive, Knowledgeable, Courteous and always looking to give you the best solutions / options available)
- Custom CSS and design capability
- API integration (v2)
- The Observer / Dispatch'r automation options
- Automatic Email forwarding and ticket creation capabilities
- Field level customization capability
- Access Management Control (ACM)
- Side by Side Customer/Agent Portals
- Support Channels (FB/Twitter/LiveChat/Email/Phone/MobileHelp/Website...)
- SSO Security option
- Solutions Wiki for existing processess
- Web hooks to your existing application Backend services
- Custom CSS and design capability
- API integration (v2)
- The Observer / Dispatch'r automation options
- Automatic Email forwarding and ticket creation capabilities
- Field level customization capability
- Access Management Control (ACM)
- Side by Side Customer/Agent Portals
- Support Channels (FB/Twitter/LiveChat/Email/Phone/MobileHelp/Website...)
- SSO Security option
- Solutions Wiki for existing processess
- Web hooks to your existing application Backend services
What do you dislike about the product?
1) Contacts need to be verified
In our situation we only allow verified customers to use our services.
It would have been nice to allow us to add Verified contacts directly.
2) The Contacts lookup API doesn't return back contacts who are registered as agents.
Example Use Case:
1) You can also use our services even if you are an employee and so when automating the creation of support tickets, the contacts lookup api wouldn't return a contact associated to an agents email address.
And hence when trying to add a contact via the api, it would fail. (email already in use)
We had to add an additional lookup call to lookup an agent and use the agents-> contact information in the tickets "requester_id" field.
This not only adds complexity but also counts towards towards the per hour rate limit for your api.
3) Rate Limiting:
Rate limiting should be only a rolling interval rather than fixed pre-defined intervals.
There should be provisions to send out notifications to a particular email/group when rate limits are within warning thresholds.
For example: For a particular plan if the rate limit is 1000 per internal, then they should be an option to configure a warning threshold.
Additionally there should be an option to perform certain actions when the limit is breached.
For example: Be billed for every additional x requests upto a max of y requests above the limit.
4) Limited examples:
The C# examples are limited
4.1 No examples were available using the Form Post technique to CreateATicketWithAttachments and also with CustomFields
4.2 No examples the Update (PUT) with "Custom Fields"
4.3 No examples when using a JSON request format to create a Ticket with attachments.
4.4 The examples assume that the attachments are available on the Clients end machine. (File attachment)
It doesn't account for the fact that the attachments could be retrieved from a data store and hence only the file bytes may be available.
5. No Sandbox / Test environment as of today. I know its being actively developed.
In our situation we only allow verified customers to use our services.
It would have been nice to allow us to add Verified contacts directly.
2) The Contacts lookup API doesn't return back contacts who are registered as agents.
Example Use Case:
1) You can also use our services even if you are an employee and so when automating the creation of support tickets, the contacts lookup api wouldn't return a contact associated to an agents email address.
And hence when trying to add a contact via the api, it would fail. (email already in use)
We had to add an additional lookup call to lookup an agent and use the agents-> contact information in the tickets "requester_id" field.
This not only adds complexity but also counts towards towards the per hour rate limit for your api.
3) Rate Limiting:
Rate limiting should be only a rolling interval rather than fixed pre-defined intervals.
There should be provisions to send out notifications to a particular email/group when rate limits are within warning thresholds.
For example: For a particular plan if the rate limit is 1000 per internal, then they should be an option to configure a warning threshold.
Additionally there should be an option to perform certain actions when the limit is breached.
For example: Be billed for every additional x requests upto a max of y requests above the limit.
4) Limited examples:
The C# examples are limited
4.1 No examples were available using the Form Post technique to CreateATicketWithAttachments and also with CustomFields
4.2 No examples the Update (PUT) with "Custom Fields"
4.3 No examples when using a JSON request format to create a Ticket with attachments.
4.4 The examples assume that the attachments are available on the Clients end machine. (File attachment)
It doesn't account for the fact that the attachments could be retrieved from a data store and hence only the file bytes may be available.
5. No Sandbox / Test environment as of today. I know its being actively developed.
What problems is the product solving and how is that benefiting you?
Give our customers a much better experience when they try to reach out to us for help,
Reduce the turn around time for support requests
Have a variety of options for our customers to be able to reach out to us
Freshdesk has already helped us improve our overall productivity and increase our efficiency of Customer Support.
Reduce the turn around time for support requests
Have a variety of options for our customers to be able to reach out to us
Freshdesk has already helped us improve our overall productivity and increase our efficiency of Customer Support.
Recommendations to others considering the product:
I would highly recommend this product.
Take some understand the various options carefully because this product is very flexible and can certainly help with productivity and reduce customer management / support costs.
Its a very well though out and comprehensive solution that is well worth the money.
Take some understand the various options carefully because this product is very flexible and can certainly help with productivity and reduce customer management / support costs.
Its a very well though out and comprehensive solution that is well worth the money.
Freshdesk Support Experience
What do you like best about the product?
Although my issue turned out to resolved by myself, Karthik from Freshdesk Support continued to follow-up with me to understand the sequence of events that occurred. He stuck with it and in the end nailed how the issue happened and showed me some features in Freshdesk I did not know. It was extremely helpful.
What do you dislike about the product?
Our main issue with the Freshdesk product is handling child cases. It is not how we would like to do it.
What problems is the product solving and how is that benefiting you?
It is our IT Helpdesk product. I am in the IT Department.
Recommendations to others considering the product:
Try it you might like it.
Helpdesk
What do you like best about the product?
The feature that got me to switch to this from Zoho was being able to paste images directly into support tickets.
What do you dislike about the product?
Not much. So far it's done everything I've asked of it.
What problems is the product solving and how is that benefiting you?
We're just using it as a helpdesk.
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