Freshdesk
Freshworks Inc.External reviews
3,413 reviews
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Appreciate for the prompt response
What do you like best about the product?
I'm very much happy to say that i'm a user of FRESH DESK.
What do you dislike about the product?
There is no any point that I should share with you as its Good.
What problems is the product solving and how is that benefiting you?
its good to communicate with Guest fro fresh desk
Good support, but product is not for every business mdoel
What do you like best about the product?
Support guys, reports, being able to customize ticket fields, customer satisfaction surveys, ticket templates
What do you dislike about the product?
- The idea that a customer will use all of your features. Based on a different business model, people will choose to use what suits them. You cannot expect them to use everything and your system kinda doesn't work as expected when a customer doesn't use all of your features (assigning tickets, SLA policies etc).
- You can't just link one ticket to another.
- Ticket sorting is a bit confusing. You can't sort tickets by the last requester's update, but by the last modification, which would be ok if by modification you wouldn't consider ANY system or manual or any other type of modification. That caused my team to miss the SLA on some of our tickets. Hopefully, this will be sorted soon.
- You can't just link one ticket to another.
- Ticket sorting is a bit confusing. You can't sort tickets by the last requester's update, but by the last modification, which would be ok if by modification you wouldn't consider ANY system or manual or any other type of modification. That caused my team to miss the SLA on some of our tickets. Hopefully, this will be sorted soon.
What problems is the product solving and how is that benefiting you?
Due to the customizable ticket fields, we are really going in-depth with ticket reporting and we are providing much better and deeper reports to the other teams within our company.
Recommendations to others considering the product:
Don't use the features you have on your current CS platform for granted. Check if Freshdesk has them before you switch your business over. I am 100% convinced that Freshdesk is perfect for a lot of business models, but if you are a bit specific, be completely sure that it can meet your needs.
Great value/just what we need
What do you like best about the product?
Great functionality and features for the price. I like that it is easy to use and that it's not bloated with features we don't use/need. It provides good customization at the lowest plan. Since we're an HOA and not a business, we don't spend money on admin. The board members are volunteers, and having this desk makes our jobs easier.
What do you dislike about the product?
I would like to be able to have a few more agents on our sprout plan. I know the new Sprout plan has unlimited agents, but we would lose a lot of the features if we moved to the new plan. We are still operating on the old Sprout plan which is limited to 3 agents.
What problems is the product solving and how is that benefiting you?
I am the president of our homeowners association (set up as non-profit corp). We use the help desk to field homeowner requests, complaints, questions, etc. Rather than issues getting buried in the email of our property manager, they have visibility to myself and our other board members so there is accountability. The team can work together to solve the issue, and we can track the status of everything. SO MUCH BETTER THAN EMAIL.
Recommendations to others considering the product:
Cheaper than Zendesk, new Mint UI is clean, self-help knowledge-base is nice, easy to use
Freshdesk Review from Support Team Manager Perspective
What do you like best about the product?
Quick support, layout is generally intuitive
What do you dislike about the product?
Sometimes chats and phone tickets get lost, I believe the migration to the new phone system may help with this though which is great news.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
What problems is the product solving and how is that benefiting you?
We track our support agents activity, implementation of best practices, common issues that we can get ahead of for our clients
Livechat Support
What do you like best about the product?
Fast reply from Freshdesk to resolve my questions about configuration issues
What do you dislike about the product?
There is not a section for uploads and downloads files on the selfservice portal
What problems is the product solving and how is that benefiting you?
fast and efficient support, control and monitoring of our support for our customers
A ticketing system to manage internal work orders
What do you like best about the product?
Freshdesk allows our team to communicate urgent and non urgent work orders and requests of staff on an organized platform.
What do you dislike about the product?
The ticketing system we have doesn’t allow for edits to be made on previously submitted tickets. Revisions come through with a new ticket number which makes it not as easy to consolidate changes in one place.
What problems is the product solving and how is that benefiting you?
We are communicating maintenance requests and setups needed. It allows for details to be listed and explicitly said and executed accordingly.
The best simple helpdesk
What do you like best about the product?
Everything is straightforward, yet completely customizable. We have been able to brand it as our own and the users love it. It is at the right price point too.
What do you dislike about the product?
Nothing really. The platform works very well for us as is.
What problems is the product solving and how is that benefiting you?
We are able to not only keep track of open issues for users, but collect history which saves us time when we have repeat issues.
Recommendations to others considering the product:
Stop considering and just do it.
We integrate easy with freshdesk
What do you like best about the product?
Documentation, rules, webhooks and support
What do you dislike about the product?
We need staging environment to developer and test.
What problems is the product solving and how is that benefiting you?
Automatic tickets and call center
Recommendations to others considering the product:
Staging environment
Won't look back
What do you like best about the product?
We are an ISV that switched from using Spiceworks to Freshdesk. It couldn't have been any easier to get setup. The interface is very intuitive and for anything else, the guides are in depth and provide enough detail without having to contact support.
What do you dislike about the product?
It would be nice if you could pick and choose features and come up with a custom plan. The Blossom plan had 95% of what we needed, and we wanted a couple features from the Estate plan. Freshdesk was very good about working with us on a price that we all could agree on.
What problems is the product solving and how is that benefiting you?
Track and organize support tickets from our numerous customers. Detailed reporting so we can see what requests/customers are taking up the most of our agents time.
Recommendations to others considering the product:
Try it out. The 30 day trial was fully featured and within a couple days we knew it would provide substantially more value than our existing system.
Single Platform for all Support Queries
What do you like best about the product?
Does a great job of assisting with the consolidation of support tickets from multiple sources to a single source. The core UI for logging and responding to tickets has been drastically improved in the last few months. Ample features on the free plan are really appealing, especially for startups and small & medium enterprises.
What do you dislike about the product?
While the UI of the core ticketing system in easy to use, that of the admin panel and other configurations is certainly more complex and has a steep learning curve. The pricing is a bit prohibitive (especially for early-stage companies) if one opts for a paid plan as it operates on a per agent per month pricing model.
Text formatting of auto-reply emails is fixed and looks quite pedestrian.
Text formatting of auto-reply emails is fixed and looks quite pedestrian.
What problems is the product solving and how is that benefiting you?
Consolidating support tickets from multiple sources into a single source with basic analytics across clients was the need of the hour. This was achieved after configuring Freshdesk to our satisfaction.
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