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.
Very easy to use and train out
What do you like best about the product?
I like the fact that we can now filter all of the customer's contact with us into one ticket. This makes our job a lot easier.
What do you dislike about the product?
I feel like the merging feature needs some work. Merging tickets can make the thread look complicated and doesn't always merge the tickets in the correct order.
What problems is the product solving and how is that benefiting you?
We are now able to see exactly why customer's are contacting us thanks to the type feature.
Convenient customer care system
What do you like best about the product?
Freshdesk is a good solution for customer care in SMEs. It is easy to onboard new users on it and can do more (with intelligent routines) if needed.
The system automation and the management of related tickets are good features.
The system automation and the management of related tickets are good features.
What do you dislike about the product?
Some routines have limited options, which make it hard to fully customize them.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to offer fast and reliable customer service on all our channels - and no customer would ever get overlooked.
Great potential
What do you like best about the product?
The new admin UI is clean and efficient. I like how the sections are organized. It's intuitive.
What do you dislike about the product?
The difficulty to customize the templates of the front office. The difficulty to use as a Saas tool for serverless websites.
What problems is the product solving and how is that benefiting you?
We want to help our app users with a knowledge base and make it easier for our agents to update the content and rearrange it.
Recommendations to others considering the product:
Think of your customization needs. The templating possibilities are sometimes limited and it's difficult to test your updated design locally, no sandbox provided by Freshdesk.
Customer Service at Freshdesk
What do you like best about the product?
Good response times, friendly consultants, useful information provided.
What do you dislike about the product?
The program itself can be slightly ambiguous, hence the requirement for assistance. These are obstacles that can be overcome.
What problems is the product solving and how is that benefiting you?
Ticket definition and prioritization.
Freshdesk Review
What do you like best about the product?
I've been using Freshdesk to manage support tickets for over a year now and the main things I like about it are the ease of the initial setup, the easy ticket management workflow, and the integrated knowledge bases you can create with it. I should also point out the Android app is great - not a lot of fluff, just what I need to keep an eye on and manage tickets. I've only had to contact Freshdesk's customer support a few times and recently for the first time over the phone. Each interaction I had was pleasant and I got the feeling the really wanted me to learn to use their application better.
What do you dislike about the product?
It's really hard to complain about much, but so I can only nit pick. A few times my ticket "view" got set to show "Overdue tickets" and I missed a couple brand new tickets coming in. I'm to blame on that because I changed it and just didn't realize my view had stayed on that screen (mobile app, too). I think a slight improvement there would be some kind of color coding so the overdue ticket views are red (or something) and the new ticket view's entire screen is different, too. Again, this is a minor complaint - there's a title right there at the top of the screen telling me what I'm looking at.
What problems is the product solving and how is that benefiting you?
My main two issues that are solved by Freshdesk are my need for ticket management and a comprehensive knowledge base to point customers to for looking up answers to their own questions. I feel the self help pages I am creating look great and there are plenty of tools there to add the content I need.
Recommendations to others considering the product:
Freshdesk lets you do a lot at their free level of service and then move into fair priced models as your business needs expand. Contact support if you have any questions about how to setup their product they are really helpful.
Already happy after switching from Zendesk
What do you like best about the product?
Freshdesk is really easy to use (compared to Zendesk) and the new mint UI is really appealing too. In our case less = better.
- Mobile app is really good and has similar UI as the web app
- SLA feature reminds to answer tickets faster
- To-do lists for tickets
- Mobile app is really good and has similar UI as the web app
- SLA feature reminds to answer tickets faster
- To-do lists for tickets
What do you dislike about the product?
- Lack of good social support (there should be more integrations available than just Facebook and Twitter)
- You can't use social support without Twitter account
- No easy way to convert solved tickets to solutions in customer portal
- No help visible to agent when answering to ticket
- You can't use social support without Twitter account
- No easy way to convert solved tickets to solutions in customer portal
- No help visible to agent when answering to ticket
What problems is the product solving and how is that benefiting you?
Customers problems, cooperation offers. Higher productivity.
Very efficient and adaptable!
What do you like best about the product?
I like the various options available, so many ways to sort my tickets and customize things in a way that allows me the maximum productivity.
What do you dislike about the product?
Sometimes the incoming emails seem to slow down, or delay. Doesn't happen often, but when it does the support team readily acknowledges the problem and it is cleared up quickly!
What problems is the product solving and how is that benefiting you?
Freshdesk provides a user-friendly interface for us to manage orders and communicate effectively with our customers.
Awesome application
What do you like best about the product?
The ease of use of this application and the reporting features.
What do you dislike about the product?
During the search feature, if i select the incorrect result, it will not take me back to the search results but restart the search :(
What problems is the product solving and how is that benefiting you?
Manage my tickets in a simple and organized fashion so that I can track the problem to the solution with ease.
Recommendations to others considering the product:
User friendly application.
Very Fast Customer Service
What do you like best about the product?
Freshdesk has helped us stay organized! We love the ability to see notes and the entire conversation.
What do you dislike about the product?
There is little to not like. Their start free and work your way up plan is great.!
What problems is the product solving and how is that benefiting you?
Answering support tickets in a timely manner.
Helpful for Higher Ed Institutional Research
What do you like best about the product?
We like the straightforward and highly functional set of basic features that Freshdesk provides. It does a great job of meeting our needs in tracking requests from campus clients and corresponding with them via email
What do you dislike about the product?
Nothing major to dislike -- Freshdesk meets our needs well.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us track our service to campus clients and keep a history of data and information that we provide.
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