Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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External reviews are not included in the AWS star rating for the product.
Love the product and the support team is awesome and knowledgable.
What do you like best about the product?
Managing support tickets and queries coming in daily has never been so easy. Also reporting and analytics is a must for any support team manager. The graphs are designed in a way that it is easy to read and set up.
What do you dislike about the product?
I think there should be more automation processes and easier ways to set up different ticket types that require specific information. Maybe also bring in some kind of BOT assistance in the raising of a ticket :)
What problems is the product solving and how is that benefiting you?
The management of critical challenges that needs to be addressed sooner than later and making sure our customers are always up to date with the status of their challenge - they feel special.
A must have ticketing management tool
What do you like best about the product?
Easy to use. Good UI/UX. Writing automation for processes is not very difficult. A non technical person can do it.
What do you dislike about the product?
Social Media support needs to be enhanced. Faced lot of issues when Twitter stopped free API support.
What problems is the product solving and how is that benefiting you?
We never had a ticket management system. Freshdesk solved 95% of the gaps at that level. We are now more productive and monitoring of queries is much efficient basis the reports.
Exactly what we need for our support desk
What do you like best about the product?
The ticket management with customisable fields and automation is excellent
What do you dislike about the product?
Changing the domain name of our primary product has been a bit of a hassle.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us to manage support requests and maintain customer support relationships. Putting solution articles immediately in front of customers can reduce our support time in re-typing the same answers.
Best feature - Freddy
What do you like best about the product?
At this moment, I feel the best feature is Freddy. Email writing has become very easy task now.
What do you dislike about the product?
More filter options should be there. Currently, we don't have enough filter options.
What problems is the product solving and how is that benefiting you?
Everything is organized now and I can easily check all the tickets assigned to my team and manage them
Very good all in one contact center and ticketing app
What do you like best about the product?
intuitive, a lot of functionnalities as well.
Good customization abilities.
nice to be able to customize witgh marketplace apps
good support and customer service as well
for almost all the problems I had, they were resolved and I had good complimentary session with technicians from freshdesk to help me optimize my account
Good customization abilities.
nice to be able to customize witgh marketplace apps
good support and customer service as well
for almost all the problems I had, they were resolved and I had good complimentary session with technicians from freshdesk to help me optimize my account
What do you dislike about the product?
the servers are not in canada. This creates some latency issues in between our customers and our contact center
If we could select where our data is stored and where the calls are made / received, that would make it an awesome app.
If we could select where our data is stored and where the calls are made / received, that would make it an awesome app.
What problems is the product solving and how is that benefiting you?
It allwos me to keep track of all incoming calls and tickets
It's easy to find back a call we did with a customer and see all the other tickets they made prior.
It's easy to find back a call we did with a customer and see all the other tickets they made prior.
Sharing my experience in freshdesk it is gorgeous
What do you like best about the product?
It is very easy to use and the reports tabs are extremely user friendly
It offers a customizable dashboard on the common metrics like the number of tickets created
The GUI interface is very good
It offers a customizable dashboard on the common metrics like the number of tickets created
The GUI interface is very good
What do you dislike about the product?
I totally have nothing to state as a dislike I really enjoy using this software it is B.O.A.T
What problems is the product solving and how is that benefiting you?
Enables multiple departments to use the same system and have a record of all customer interactions
Works for our needs
What do you like best about the product?
Easy to use, easy to set up, meets our needs out of the box (primarily email based comms with some social/phone based tickets).
What do you dislike about the product?
For what we are doing there is little to dislike. Could be cheaper but you could say that about everything.
What problems is the product solving and how is that benefiting you?
One place with all our comms with a customer that is easy to search.
Also very easy to merge multiple conversations into a single ticket.
Also very easy to merge multiple conversations into a single ticket.
Great Experience with Freshdesk!!
What do you like best about the product?
*It create clear process for adressing enquiries.
*Intuitive ,fast and easy UI
*Has fantastic tech support team and supportive customer success agents.
*I like it's customized dashboard.
*Great with reporting and Automations.
*Intuitive ,fast and easy UI
*Has fantastic tech support team and supportive customer success agents.
*I like it's customized dashboard.
*Great with reporting and Automations.
What do you dislike about the product?
To be honest i have no dislike towards this great platform.
What problems is the product solving and how is that benefiting you?
*Simple to implement.
*Automations
*Automations
Freshdesk does what it's supposed to do
What do you like best about the product?
Freshdesk is user friendly. You can find and sort current and old or closed tickets with ease. The customer just sends a mail to support and a ticket is created.
What do you dislike about the product?
The only thing I realy dislike is that image/document upload is very limited (20MB). Another thing is that shortcodes are turned on as default. It took me some time to find out how to turn off.
What problems is the product solving and how is that benefiting you?
It's solving a good deal of our day-to-day communication with customers. Customers wich we design webpages for can send changes, or images/text for Google banners and much more.
Great Ticketing System for Small Businesses
What do you like best about the product?
I have been using Freshdesk as a ticketing system for IT support as a freelance consultant for several years now. It was easy to set up, I find it quick and easy to manage tickets, I can easily track time on each job, it's pretty easy to create help pages either for self-service by clients or (more commonly, since they rarely bother to look themselves!) to provide as links to answers when clients have a question or problem. I find it mostly intuitive to use. I love the fact it automatically saves draft replies as you type. Unlike some other reviewers, I find pages always load quickly. Of course there are a few things I would like it to do differently, but that's true of every system. Overall I remain a very happy customer, particularly as the annual cost is very competitive.
What do you dislike about the product?
I'd like to be able to open a larger reply window - it's fine for short replies but sometimes you need to say more and the fixed size pane feels cramped. And it's really annoying that they delete draft replies after a couple of days (especially over a weekend).
I'm on a legacy plan. As other reviewers have said, it's very hard to see how my plan compares in terms of features with current plans and whether it would be worthwhile to upgrade.
However my gripes are pretty minor. The main thing it lacks for my use case is the ability to turn monthly reports of time spent for each client into invoices.
I'm on a legacy plan. As other reviewers have said, it's very hard to see how my plan compares in terms of features with current plans and whether it would be worthwhile to upgrade.
However my gripes are pretty minor. The main thing it lacks for my use case is the ability to turn monthly reports of time spent for each client into invoices.
What problems is the product solving and how is that benefiting you?
It acts as my ticketing system for all IT support, projects, sales activities, etc. So it helps me to track and prioritise work, and communicate with my clients.
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