Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent CX Solution
What do you like best about the product?
Response customer service, great reporting features, easy to use interfaces,
What do you dislike about the product?
would like a bit more customizations around reports, ticket fields, and field types
What problems is the product solving and how is that benefiting you?
transparent routing of internal communications, replaced existing contact us form
Partner that helps you succeed
What do you like best about the product?
Easy configurations and customer portal customization. Support team quick to assist and provides clarity even when their platform does not have a specific feature (they try to provide suitable workaround).
What do you dislike about the product?
Reporting on custom fields could be improved. Embedded images do not push over to Jira.
What problems is the product solving and how is that benefiting you?
Customer Support platform. Our customers love the customer portal where they can see real time ticket status.
Recommendations to others considering the product:
We are unable to upgrade to Freshdesk Mint due to customizations, so this would be a caveat to consider.
Freshdesk for small retail customer services
What do you like best about the product?
VERY clear pricing, you know exactly where you stand, and the support is very swift and competent - able to quickly identify issues and offer solutions.
What do you dislike about the product?
Wish they allowed a free technical user, i don't like the idea of the occasional daily user.
What problems is the product solving and how is that benefiting you?
Customer service, multi geographic locations and management visibility
Great tool to take us Global
What do you like best about the product?
The set up and admin areas are intuitive and user friendly. There are help videos everywhere to keep you on track. Support responses have been lightening speed and really helpful. Full of features and support channels that are all built in as part of the price rather than being at additional cost. API allows massive flexibility and customisation.
What do you dislike about the product?
I think that the ticket dashboard could become a little cluttered looking if not managed properly. Not live with our helpdesk yet so not sure if this will be an issue.
What problems is the product solving and how is that benefiting you?
We need to be able to support our customers globally 24 hours a day and this will give us the ability to do this easily. We need our expanding global teams to be able to login anywhere in the world in any timezone and see exactly what is going on and what need action as a priority.
Good user experience with Freshdesk.
What do you like best about the product?
The response is lightning quick and excellent follow-ups on the request.
What do you dislike about the product?
In terms of feature enhancements, Team should be pro-active in updating on the ticket status and some status emails to be sent on the work update. This will be really helpful in terms of Customer Delight.
What problems is the product solving and how is that benefiting you?
We are using it as an effective ticketing tool to track all the customer requests/issue. The features are really awesome which eases us in the followups and resolution part.
Recommendations to others considering the product:
Yes, would definitely recommend Freshdesk.
Freshdesk is a very Useful Tool
What do you like best about the product?
Interaction with other apps makes it very easy to use
What do you dislike about the product?
Screenshots does not upload to Jira unless it is an attachment
What problems is the product solving and how is that benefiting you?
It is great for communication with clients and very easy to use
Recommendations to others considering the product:
I would highly recommend this product for desktop support
User-Friendly Intuitive Software with Great Support
What do you like best about the product?
Flexibility in plan selection depending on your requirement and budget
Excellent support through trial and implementation
Intuitive and easy to implement, even for a non-IT user
Excellent support through trial and implementation
Intuitive and easy to implement, even for a non-IT user
What do you dislike about the product?
There are a few minor features I have suggested which appear possible through customisation but, unlike the rest of the system, require some programming skills and experience. Not a major issue though.
The reporting capability in the lower plans could be more flexible in respect of creating custom reports.
The reporting capability in the lower plans could be more flexible in respect of creating custom reports.
What problems is the product solving and how is that benefiting you?
Created a helpdesk for a multi-tenanted building which, unlike previous systems in place, is accessible to users external to our IT domain and is lot more flexible and user-friendly. All relevant correspondence relating to a ticket is available in one place and the SLA and reporting features allow for good monitoring of agent performance.
Recommendations to others considering the product:
Make use of the excellent support avaialble
Awesome
What do you like best about the product?
Tickets are responded to fast and replies are personalised.
What do you dislike about the product?
Method to change ticket due date could be more initutivie
What problems is the product solving and how is that benefiting you?
We use it to track our teams work and tasks. Everyone has oversight of all jobs to be done. aka tickets. members can take over, add notes, complete a task etc. without being reliant on one person and their inbox.
It was good
What do you like best about the product?
It was impressive as the response was very quick unlike other chat platforms.
What do you dislike about the product?
Option to readily attach files in chat sessions
What problems is the product solving and how is that benefiting you?
Queries related to report
Easy to use and quick support
What do you like best about the product?
I like that I can chat with them at any time of the day and they'll walk me through the solution!
What do you dislike about the product?
The only downside is that I wasn't able to easily export full conversations with our customers. I understand that this may be because of the file being too large.
What problems is the product solving and how is that benefiting you?
Customer support and organization is the top problems we're solving. Best benefit is the ease of use and implementation.
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