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.
Customer Support responded quickly
What do you like best about the product?
Not only did Customer Support respond to my issues, they followed up with emails that documented our discussion. I found the interaction very thorough.
What do you dislike about the product?
Not that I minded it, but when I was asked to right click and "Inspect" the page, I was thinking there were people I work with that wouldn't have had a clue what to do. I felt that if I hadn't known what to do Yasasree would have walked me through the process. I can just imagine some of my co-workers being overwhelmed with that task.
What problems is the product solving and how is that benefiting you?
Customer Requests are organized as Tickets
Amazing service and help desk
What do you like best about the product?
Easy to use, helpful customer service, quick response, good report for tracking.
What do you dislike about the product?
the new mint interface, I can't get my self to use it I am still in the old version
What problems is the product solving and how is that benefiting you?
Customer time response
Freshdesk is a great and useful tool
What do you like best about the product?
Freshdesk is a big improvement when supporting via email. It keeps responses from customers concise and together. It provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier to create and edit than my web site, plus solutions can be easily linked or added to customer responses.
What do you dislike about the product?
Freshdesk system prefers to have users create an account before submitting a ticket. That is a lot to ask of customers who are just looking for an answer. Because I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. Editing the customer name requires a surprising number of steps. There are many other similar issues with Freshdesk that I have reported to Freshdesk and they have promised to respond, but that was many months ago now - which makes me think they are having a hard time managing support using their own tool. Freshdesk seems to be intended for support for software companies, not consumer products. As such, it is very biased toward a semi-technical customer base. For example, for a user to get support, they must click the button that says "create a ticket". In the software world, that is very obvious lingo, however it confuses non-technical customers (in my world, the ones most likely to need support). It would be more universal to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers just because they didn't know where to start, so that often results in a phone call which is much less effective and much costlier.
What problems is the product solving and how is that benefiting you?
Freshdesk is a reasonable choice; Freshdesk is a viable solution, but is not without issues. I suspect the same could be said of any support solution, so for the price Freshdesk is a reasonable choice. Freshdesk appears to be a relatively young company with potential for great improvement. If they are successful, it will be very good to grow with them, but the decision is not without risk.
Recommendations to others considering the product:
Freshdesk is a reasonable choice and should be considered by any company looking for a complete feature-specific product that will allow many options to the daily grind.
Great Product - Helped with Productivity and accountability of our Desk
What do you like best about the product?
Reminder and their Supervisor, Observer, and Dispatcher based rules.
What do you dislike about the product?
Some integrations could use an update to their features.
What problems is the product solving and how is that benefiting you?
Our Desk had many issues with SLA and accountability. Freshdesk has made the tracking of tickets and reminders easier.
Recommendations to others considering the product:
It's a great product. Their technical support is amazing. Don't be afraid to ask for modifications to current integrations; when we signed up with them their Freskdesk-Jira integration was missing key components to us and their support and development team were great at modifying/updating the integration to meet our needs.
Great for tracking, difficult to maintain though.
What do you like best about the product?
I love the time tracking! It really helps us understand where our time is being spent as a team on different clients, task types etc. The set up was difficult but the team behind the scenes at FD were brilliant. Really eager to help.
What do you dislike about the product?
FD takes quite a vast amount of time to set up and personalise. It's not very user intuitive and although the team are so eager to help I feel their response were scripted sometimes, we worked a number of the issues out by pure elimination. IT also take s lot of time to maintain, assign, tag etc. The option to see all notes relating to a client would be helpful in a central location.
What problems is the product solving and how is that benefiting you?
Customer service queries.
Recommendations to others considering the product:
Set up in your quietest period and ensure you take a considerable amount of time out to do so.
The tools is very friendly and support very reactive
What do you like best about the product?
The ticket interface is very useful.
What do you dislike about the product?
Missing data in report. I mean data on customer (reactivity, knowledge score, ..)
What problems is the product solving and how is that benefiting you?
We provide support to our client regarding our API/solution.
Prompt, precise and accurate response for a support query
What do you like best about the product?
I really admired the technical & product knowledge of the support staff. She could sort out the entire case over a call.
What do you dislike about the product?
I really like everything of it so far. I wish if I could really use all what they provide.
What problems is the product solving and how is that benefiting you?
We are using it for customer support and it helps us to respond to our customer in faster and accurate ways.
Recommendations to others considering the product:
Yes
Amazing product!
What do you like best about the product?
The UX of the platform is very well designed. Everything is easily accessible and engaging for the users. Reports available are all very useful! The agents picked it up really quickly and we even went live in peak! We're in the process of building up our customer support page which will further enhance our use of Freshdesk.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
What do you dislike about the product?
The variances aren't very flexible. Running a a report from Monday to Wednesday for example, compares to the three days before that, rather than the previous Monday to Wednesday. However, I have raised this with Freshdesk and is with any feature request like this, it's fed back into the development team. The product is always evolving and they encourage their users to suggest improvements.
What problems is the product solving and how is that benefiting you?
We were using a different solution for every contact channel. We now have everything all in one platform which has improved service levels, customer experience, internal communication and customer satisfaction.
Freshdesk Experience
What do you like best about the product?
Best thing about working on freshdesk is that it saves so much of time and tracking the tickets has become easy.
What do you dislike about the product?
The problem which I faced was with the log in on app. I was not able to log in due to some unavoidable reasons; however same has been sorted by an executive
What problems is the product solving and how is that benefiting you?
We are taking care of customers' concerns related to Air Travel.
Awesome support software
What do you like best about the product?
They have a very intuitive interface and all the features we need. Besides that, they have a great support and the best online PBX I ever found.
What do you dislike about the product?
The customer portal could be better. Specially the ticket submission page.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide a faster and better customer service,
Recommendations to others considering the product:
They have great integrations with other apps.
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