Freshdesk
Freshworks Inc.External reviews
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FreshDesk
What do you like best about the product?
Adhiamaan was a very helpful support agent, he was guiding me through Placeholder Dynamic fetching information help. He was able to properly teach me the guide me through proper placement.
What do you dislike about the product?
Nothing, everything was great. He helped me through my response.
What problems is the product solving and how is that benefiting you?
Dynamic and Static Placeholders that are available through Freshdesk.
Really reliable
What do you like best about the product?
The replies did guide me to the solution, although the problem was solved without any direct influence of the support team. I'd say the problem "solved itself", but I know it might have been just a glitch on Freshdesk-Atlasian connection, or people were working to solving a problem they already knew about. About the support, as I said, their assistance was really good, even it hasn't determined the solution.
What do you dislike about the product?
Nothing. They were really thoughtful and made me believe they were going to solve my problem or their best to do so
What problems is the product solving and how is that benefiting you?
They provide a great platform for client support that allow us to manage, control and speed up our client assistance on any level
Recommendations to others considering the product:
This is a great tool that provides integrations with day-to-day services and programs that we use to keep our products aligned with the users needs and fix bugs we might find on the way to improve our softwares.
Fantastic customer support
What do you like best about the product?
Fresh Desk have a great support team. They are really quick to resolve issues
What do you dislike about the product?
When loading a ticket, the buttons which move forward/backward through tickets have a slight delay to load. My advice would be to have these buttons on the left (not the right), to prevent clicking on the wrong button in a hurry!!
What problems is the product solving and how is that benefiting you?
We use Fresh Desk for our whole IT ticketing system. It benefits us because we have multiple members collaborating to fix issues.
Recommendations to others considering the product:
Make use of the Dispatch'r to organize your tickets before you even see them!
Annual Freshdesk review
What do you like best about the product?
I like the look and feel of the system, it is very user friendly and on the licence type I am on it is easy to configure. I also like the support you provide, very helpful and always keen to follow up to ensure satisfaction
What do you dislike about the product?
What is available on the basic licence types, but that is standard for a ticketing system, thats how you make your money!
What problems is the product solving and how is that benefiting you?
not solving any business problems but we are using freskdesk to delivery a luxury service to our customers and Freshdesk does not hinder us in any way and if I am ever unsure of anything the helpdesk is always quick and happy to help.
Recommendations to others considering the product:
Consider what licence type best suits your long term business needs
Freshdesk needs some improvements
What do you like best about the product?
Knowledge base system
Dashboard tab
Assigned Agent system:easily escalate to other agents
Dashboard tab
Assigned Agent system:easily escalate to other agents
What do you dislike about the product?
No BCC
Email Template: Why these were not arranged in order?
Email Template: Why these were not arranged in order?
What problems is the product solving and how is that benefiting you?
Tracking email from customer. Can track and trace for email.
Recommendations to others considering the product:
Need to improve before I recommend
Freshdesk supply response
What do you like best about the product?
fast response from freshdesk support and make it easier to use
What do you dislike about the product?
need to improve the feature in mint version
What problems is the product solving and how is that benefiting you?
customer service, good customer service
We Love Freshdesk
What do you like best about the product?
We love the ease of keeping track of our customers. No customer inquiry goes unanswered because we can even collaborate and discuss the same customer request. There is a helpful dashboard to view active request. The customer satisfaction surveys help motivate the Agents to do their best because they can see customer feedback immediately.
What do you dislike about the product?
The only thing dislike is that more utilities aren't using Freshdesk.
What problems is the product solving and how is that benefiting you?
Our CSR's are reminded to follow up quickly using SLA reminders. They can customize the canned responses to save time replying to the same issues. There is a chat feature. And setup is a breeze. Agents are rewarded with gamification points. Solutions help our Agents build a knowledge base useful for customer self-service. Ticket templates make it easy to collect the required data. The reports and graphs help us streamline our processes and keep proper staff levels on busy days.
Recommendations to others considering the product:
I recommend using the trial and don't limit yourself. Look for ways of having anyone who helps customers to document and follow-up using Freshdesk.
A huge leap forward
What do you like best about the product?
There are a lot of features I like in Freshdesk, however here are my top 5:
#1. Ability to see our contacts!
#2. Local control to create automations
#3. Ability to prioritise public and private Social Media contacts
#4. Easy to use reporting
#5. Open API
#1. Ability to see our contacts!
#2. Local control to create automations
#3. Ability to prioritise public and private Social Media contacts
#4. Easy to use reporting
#5. Open API
What do you dislike about the product?
There isn’t a ‘ready to use’ virtual assistant solution included within the Freshdesk help portal. The searchable help content is useful, but requires a fair amount of maintenance to remain relevant. Freshdesk are currently investigating my requirements so this may change.
The ability to create tickets in bulk is not supported without API involvement. It would be great if there was a standard feature in Freshdesk to create tickets in bulk by importing a csv file.
The limitation on the number of ticket forms allowed per account could be improved.
The ability to create tickets in bulk is not supported without API involvement. It would be great if there was a standard feature in Freshdesk to create tickets in bulk by importing a csv file.
The limitation on the number of ticket forms allowed per account could be improved.
What problems is the product solving and how is that benefiting you?
We’re trying to improve our FCR (First Contact Resolution) rate. Freshdesk provides excellent reporting to help identify when FCR goals are not being achieved, thereby allowing us to identify and resolve the issues which drive the most write-backs, and in turn save costs and improve customer service.
We’ve seen a significant reduction in Contacts Per Order by capturing required info on the dynamic contact us form.
We’ve seen a significant reduction in Contacts Per Order by capturing required info on the dynamic contact us form.
Support was knowledgeable, friendly, with excellent English language and communication skills
What do you like best about the product?
This is in reference to my first and only contact with FreshDesk Support, in a case about configuring SSO with SAML. The agent understood what was going wrong with my setup and guided me to the correct steps quickly and efficiently. The phone call (with Zoom) had no latency and we had no problems understanding each other, as one often does with overseas support.
What do you dislike about the product?
I want to schedule regularly-occuring, future tasks that are required for compliance. I can't seem to figure out a way to do this.
What problems is the product solving and how is that benefiting you?
I'm using FreshDesk for IT support and ticketing, and tracking change management.
Recommendations to others considering the product:
integrate with SAML/SSO for better user adoption
Ron's Thoughts on Freshdesk
What do you like best about the product?
The people are to be recognized as Freshdesk's major asset. Always polite, enthusiastic and tenacious when working on my problems.
What do you dislike about the product?
I cannot think of an experience which would claim any dislike. All has been to my liking.
What problems is the product solving and how is that benefiting you?
Surprisingly, I have received unexpected third party software assistance. I have been amazed that they have been able to exhibit efficiency when helping me with at those third party products upon which I rely.
Recommendations to others considering the product:
I thought I had sent this in before.
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