Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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External reviews are not included in the AWS star rating for the product.
User-friendly interface caters to our small team's needs and empowers us with enhanced efficiency.
What do you like best about the product?
As a daily user, what I appreciate most about Freshdesk is its user-friendly interface, the impressive new AI summarize feature, and the comprehensive integration of tickets, chats, phone, and knowledge base, all in one platform. Additionally, their great support team adds immense value to the overall experience, providing excellent assistance and guidance when needed.
What do you dislike about the product?
What I find challenging about Freshdesk is the lack of consistency between its products; for instance, the functionality disparity between Freshchat and Freshdesk can make it feel like they're from different companies. Additionally, I wish the interface was more customizable without relying on third-party apps, particularly in adding multiple quick links to the side panel of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as a centralized hub for all agents, enabling streamlined handling of custom inquiries. This consolidation benefits us by ensuring that all team members have access to a unified platform, facilitating more efficient collaboration and resolution of diverse customer inquiries.
Evolving Product
What do you like best about the product?
There is plenty of support documentation to help you get started. It also is easy to get started without much configuration. Everyone I have talked with in customer support or customer success has been very friendly. Those in the support desk are pretty quick in response, I rarely go 12 hours without some kind of response from them. Then if I am not quick enough I get a reminder with in 24 hours as follow up help, and I truely apprecate that. Our customer success support agent did let us know when we were not taking full advantage of the system.
This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting.
This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting.
What do you dislike about the product?
If the wrong person is in charge of setup it can set the whole product lose functionality. Some features are locked into higher pay brackets that feel like the should be in a lower tier, such as the article review feature. Being able to review and collaborate on articles in the system should certainly be a paid feature, but it shouldn't need to be an enterprise level feature.
I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back.
I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping.
My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade.
I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent.
I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back.
I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping.
My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade.
I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent.
What problems is the product solving and how is that benefiting you?
Currently Freshdesk is bringing in our customer support tickets, and allowing for easier collaboration. There are several benefits that we have yet to explore. This does allow for easy ticket management.
Good product, but bad support team
What do you like best about the product?
All features and possibilities that the product has
What do you dislike about the product?
the support, they never understand the request and it always ends up on a back-forth totally maddening
What problems is the product solving and how is that benefiting you?
It gives a portal to our clients to send incidents and request, and see help guides about our products. Also, it is our internal help-desk system.
Easy and smart tool
What do you like best about the product?
Freshdesk is an intuitive, easy-to-use, and smart tool for your business. The interface is neat and helps you focus on the response. The communication with the customers is seamless, resulting in professional customer support. I have been using Freshdesk daily for years and have recommended it to colleagues and other businesses.
What do you dislike about the product?
The only thing I'd improve is the possibility to access tickets when assigned to other people to see if the customer responded.
What problems is the product solving and how is that benefiting you?
Freshdesk groups together all of my tasks and emails, keeping track of the customers' history.
A great platform for managing customer queries in a team!
What do you like best about the product?
The ease of use, ease of collaboration and the canned response tools that have completeley revolutionised our customer service
What do you dislike about the product?
Attachments (images, pdf's) sometimes don't get delivered - which can create friction with customers and force us to send these outside of Freshdesk
What problems is the product solving and how is that benefiting you?
It helps us gather all customer communication in one place and manage requests between different staff members so our customers don't have to wait even if the person they've been dealing with is away on holiday.
Freshdesk Review
What do you like best about the product?
1.Easy to manage and view tickets.
2.Great for employess to add notes about customers which the whole company can see.
3.I love the feature where you can forward an email to freshdesk and it instantly populates a ticket.
4. A great feature a like is " Analytics" to see how everyone is performing
5. A good scheduling feature which is simple to use
2.Great for employess to add notes about customers which the whole company can see.
3.I love the feature where you can forward an email to freshdesk and it instantly populates a ticket.
4. A great feature a like is " Analytics" to see how everyone is performing
5. A good scheduling feature which is simple to use
What do you dislike about the product?
1. Very difficult to upload a new email signature in the profile
What problems is the product solving and how is that benefiting you?
Freshdesk helps our company manage support tickets, book in work and manage the engineers via the schedule.
It also solves our problems with transparency as we can see the emails between employees and customers so we are always in the loop.
It also solves our problems with transparency as we can see the emails between employees and customers so we are always in the loop.
FreshDesk is a superb ticketing Tool, could be better. Their support is better than the product.
What do you like best about the product?
Ease of use. Ease of Implementation. Customer Support. Ease of Integration.
Focus on AI features.
Focus on AI features.
What do you dislike about the product?
Management of Rules. Management of Automatic Emails. Management of Canned responses.
What problems is the product solving and how is that benefiting you?
Over 10 departments now included in the usage of FreshDesk.
One system to manage all support, accounts, sales and retention tickets.
One system to manage all support, accounts, sales and retention tickets.
The Freshdesk Experience
What do you like best about the product?
I like using Freshdesk because it is easy to use and navigation is really not a hard thing to learn, even for a beginner. Filtering data is a breeze and there's so many filtering options to choose from and also looking up related tickets is easy, just like when you're searching a topic in Google. What I love most with all the features is the Legacy Reports because it enables me to quickly search all the tickets I want to find.
What do you dislike about the product?
They've announced that they are going to replace the Legacy Reports tab with Analytics which makes me sad. I'm having a blast using that function and some of the features in Legacy Reports aren't yet available in Analytics.
What problems is the product solving and how is that benefiting you?
Categorizing customer complaints and searching related issues for me to get information from past tickets that I can use to resolve current issues.
A simple yet well-crafted software for handling ticketing, calls and chat needs.
What do you like best about the product?
How the calling, ticketing and chat features merge into one
What do you dislike about the product?
Need to expand their reach more to African countries
What problems is the product solving and how is that benefiting you?
Connecting whatsapp, connecting SMS api.
Freshdesk review in our support dep.
What do you like best about the product?
I appreciate Freshdesk for its user-friendly interface, which we found to be particularly clear for our support agents. We opted for Freshdesk as our primary tool due to its swift and transparent implementation, even in the face of the intricate workflow we needed. The reporting tool stood out to me, offering simplicity in generating requested reports and facilitating scheduled dispatch. Another aspect I value is its seamless integration with our other company tools, enabling the sharing of valuable data across different departments.
What do you dislike about the product?
We do encounter limits to the tool so we have to send out a feature request to the customer succes manager. It has some limits on things we would like to report on so we then have to come up with a work around.
What problems is the product solving and how is that benefiting you?
The previous tool that we used was for us to limiting as we we're growing from a start-up to a scale-up company. Freshdesk provided the solutions we needed to be able to grow with the company.
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