Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient, but the new reporting system needs improvement
What do you like best about the product?
We appreciate the simplicity and ease of use that Freshdesk offers. Its performance is also great for large ticket loads. The various third-party app integrations available allow for seamless workflow management, and the Omniroute feature paired with automation helps distribute the customer support workload efficiently.
What do you dislike about the product?
The recent change to the reporting system is disappointing. The current analytics service feels overly complex, obtaining raw data exports is extremely inconvenient, and it was much easier to obtain key data about groups or agents using the previous reporting tool, which is now discontinued.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer requests and complaints from multiple channels into one standardized platform using tickets. This allows our teams to work more efficiently without needing to monitor various platforms separately, as everything is streamlined with consistent variables and metrics. This has greatly improved our workflow and response times.
Overall experience is good
What do you like best about the product?
I like freshdesk as it is easy to use and setup, their customer support is also reeally good. Their intregations are really easy to setup as well.
What do you dislike about the product?
It should have more option to manage the reports.
What problems is the product solving and how is that benefiting you?
Easy to track issues reported by our customers, now we can track our SLA to achive a 100% resolutions on time for our customers.
We switched to Freshdesk and stopped looking for other Helpdesk solutions.
What do you like best about the product?
Stable SaaS solution. Fast. Easy to set up. Easy to work with.
The Freshdesk team is always looking for new features to add (which we generally don't use)).
The Freshdesk team is always looking for new features to add (which we generally don't use)).
What do you dislike about the product?
The ticket merging feature works a bit differently for us, but it's not a problem.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us not lost customers tickets, resolve in SLA, made reports to customer and company managers.
The customer service I received while setting up Freshdesk account was courteous and professional.
What do you like best about the product?
Providing stellar customer support to my audience is a highlight of Freshdesk.
What do you dislike about the product?
I think it can be a little tricky to set up properly in the beginning, but once it's up and running it's great.
What problems is the product solving and how is that benefiting you?
Freshdesk is streamlining the customer services offered to make the process of offering support more comprehensive.
Great tool for a new MSP offering!
What do you like best about the product?
The ease of use in training new users on handling tickets combined with the ability to integrate with other tools that generate those tickets has been very helpful. Our team has doubled in size and we are seeing even more value with the flexibility of the platform including occasional agents, separate portals and custom fields.
What do you dislike about the product?
For a small team just starting out with Freshdesk there are a number of features that require a Pro license that can be a bit of turn off initially.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us a professional look and experience for customers that need our help. Our customers have an easy way to report and track their questions or concerns and we have clear line of sight to whats going on with those interactions.
Freshdesk to improve Customer Service
What do you like best about the product?
Ease of use, intuitive tool, Customer Support
What do you dislike about the product?
lack of Italian support
sometimes support articles are out of date
sometimes support articles are out of date
What problems is the product solving and how is that benefiting you?
management of ticket processing through automatic assignment
Okay on a small scale
What do you like best about the product?
The basic Freshdesk plan was very affordable for a small startup just transitioning from email only to a proper ticketing system. Customers enjoyed managing their tickets in the portal, sales appreciated Freshdesk's seamless integration with emails, and support agents generally found the basic ticketing workflow easy to use. Support ops heavily utilized automation and portal customization to streamline tedious tasks.
What do you dislike about the product?
After a year or so of fast growth, we found Freshdesk lacking in additional features. Higher Freshdesk plans solved some of our pain points, but in my opinion, Freshdesk isn't ideal for use cases beyond ticketing. For example, we tried Freshdesk as a pseudo-CRM and license management system using custom objects and custom contact and company fields, but the limits on number of fields made this virtually impossible. Additionally, portal customization is limited; I suspect this is to encourage the pricy third-party customization/development services.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, the company handled customer support via one of the founders' work email. This is, of course, not scalable, and Freshdesk provided a simple, affordable ticketing system for a growing startup.
A modern platform with many options and features
What do you like best about the product?
The diversity of available options, and the amount of automating processes you can apply.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
What do you dislike about the product?
The amount of features can be quite overwhelming.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
What problems is the product solving and how is that benefiting you?
All the possible options, features and add-ons provide tons of options for automating processes, and quickly helping customers.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Freshdesk as a service desk tool
What do you like best about the product?
Ticket handling is very intuitive and flexible
What do you dislike about the product?
Custom objects are not goood as they should be
What problems is the product solving and how is that benefiting you?
We have very active help desk and we handle tickets through freshdesk
Moving to Freshdesk - it’s been a great upgrade for our team
What do you like best about the product?
Our experience with the Freshdesk portal has been very positive. The site is user-friendly and makes managing support tickets efficient and straightforward. The customer support is impressively quick and responsive, which has been a pleasant surprise. Since switching to Freshdesk, we’ve noticed a significant improvement in our workflow. Additionally, we’re continually discovering new features that enhance our experience further. Overall, it’s been a great upgrade for our team.
What do you dislike about the product?
So far I am satisfied, I received an answer to the gaps I had
What problems is the product solving and how is that benefiting you?
It’s convenient to design the support tickets in a way that helps analyze common issues in the future.
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
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