Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Customer service tickets made easy!
What do you like best about the product?
FreshDesk is a user-friendly help desk software that helps businesses manage customer support inquiries. It offers a bunch of features that allow businesses to effectively manage and respond to customer's questions. It can be customized to fit any professional needs and makes it super easy to manage large volumes, with features such as tagging tickets, merging them and even assigning them to specific users.
What do you dislike about the product?
Freshdesk offers robust reporting and analytics capabilities, which are sometimes limited or difficult to use. Also, FD's prices are higher than their competitors which offer basically the same features.
What problems is the product solving and how is that benefiting you?
In my case, Freshdesk helps with customer inquiries and being able to sort and organize them. We used to have inquiries come through email and there was no way to efficiently answer or organize them. As of now, each analyst can answer the inquiries that pertain to their own clients, with minimal effort and maximum efficiency.
Good tool for fair price
What do you like best about the product?
It was easy to migrate and make the support up and running.
Customization is straightforward and rich in features
Customization is straightforward and rich in features
What do you dislike about the product?
I cannot disable users from creating tickets by writing to the support email or replay tickets by email.
Tags are not selectable on rules
Tags are not selectable on rules
What problems is the product solving and how is that benefiting you?
Communicating with customers. Have feedback and rely the load among the Agents
Review Fresh Desk
What do you like best about the product?
Have been using since 3 years and it's working magnificently it provides solutions for customers support, Remote Desktop and call logs management. Implementing was smooth and simple.
What do you dislike about the product?
I don't see anything to dislike as this performing real well. I am happy with that
What problems is the product solving and how is that benefiting you?
It's benefiting us by providing support for Helpdesk management and live chats support to our clients and end user's. They are well suited if you are looking for Helpdesk management tool.
A tool to ease my organisation's efforts
What do you like best about the product?
Freshdesk has been one of the tools with a wide range of options to explore and implement to simplify day-to-day work
What do you dislike about the product?
Colour schemes and options to colour code
What problems is the product solving and how is that benefiting you?
We are using Freshdesk extensively for communicating with our customers and it is helping us build wonderful data which we need to solve multiple problems.
A simple but sophisticated CRM
What do you like best about the product?
Ease of Integration with backend, wide range of third party integration options, reasonable pricing, start up credits, nice tech infrastructure.
What do you dislike about the product?
Support team takes more time to respond and resolve queries.
What problems is the product solving and how is that benefiting you?
It has solved our customer faq hosting in our native app, helps us manage email tickets flowing in from different product offerings, helps us prioritise and bifurcate tickets based on issue types, helps us address social media complaints from one place.
Awesome CRM Tooling
What do you like best about the product?
The customization of features and how to tweak the tooling and make it better for team management.
What do you dislike about the product?
Better team management via the dashboard
What problems is the product solving and how is that benefiting you?
Dashboard management and analytics
Configurable and Easy to Use Platform with Easy Automation
What do you like best about the product?
Freshdesk provides a range of automations and structural rules to ensure that agents are efficiently providing a high quality of consistent support. For example, canned responses are highly configurable and save and enormous amount of time for repetitive tickets.
Automatic rules are easy to define and powerful in nature, although these are not yet enabled for things like the eBay integration and there is limited ability to automate replies to email threads.
Automatic rules are easy to define and powerful in nature, although these are not yet enabled for things like the eBay integration and there is limited ability to automate replies to email threads.
What do you dislike about the product?
On some browsers, we have experienced occasional bugs where replies could not be sent. Better handling of errors and reporting back to Freshworks might allow these to be fixed more efficiently.
The eBay integration is very much in beta phase and needs work for reliability - for example, the way that canned responses behave.
Automations cannot threaded email replies to customers, so if an automation send a customer a message it will show as a different email and agents cannot see that the email was sent in the thread.
The eBay integration is very much in beta phase and needs work for reliability - for example, the way that canned responses behave.
Automations cannot threaded email replies to customers, so if an automation send a customer a message it will show as a different email and agents cannot see that the email was sent in the thread.
What problems is the product solving and how is that benefiting you?
Providing a unified platform to manage and response to customer support queries, particularly where a level of triage is requred for a high volume of similar support tickets.
Great Features for the Cost
What do you like best about the product?
In the realm of what money can buy, Freshdesk has a great balance. We get many of the same features that other companies charge double for, and there's also a lot of customization options. App add-ons have been amazing as well! It's a great way to have many different people reply to customer needs and pull in many inboxes into one place.
What do you dislike about the product?
There are some annoyances with Freshdesk: we have frequent changes to our account management team at Fresdhesk, some items say "fully customizable," and really that's not the case because of very strict parameters that we often struggle with, sales reps have often said "yes you can" to questions about capability and we find later that we cannot. Do a thorough trial, think creatively, and you will often be able to find a work around (but it is frustrating to not always be able to rely on the creators of the system to help you get it to function the way you need. Our team has needed to do much of that problem solving on our own.
There are some VERY irksome deficiencies in the FD system itself, it's not just the company. However, we are happy enough to stay and upgrade so that speaks to the overall picture!
There are some VERY irksome deficiencies in the FD system itself, it's not just the company. However, we are happy enough to stay and upgrade so that speaks to the overall picture!
What problems is the product solving and how is that benefiting you?
It's solving problems like: MSRs needing to check multiple inboxes for different segments of the business each day, allowing full visibility for agents in the system to see past email communication from a particular customer, and being able to pull analytical data to help understand where our overall customer experience needs improvement.
Great Ticketing System for Inputting Requests
What do you like best about the product?
I like the dashboard display. It's simple, easy to use, and organized. I enjoy how the projects are organized.
What do you dislike about the product?
I wish that it had a built-in calendar. It would help with the organizing if one could see the tasks laid out daily.
What problems is the product solving and how is that benefiting you?
It allows our Marketing team to manage all our requests in one location. Also allows us to work in order of requests.
Seamless and easy to use
What do you like best about the product?
How east it is to navigate the CRM. It is easy for a layman to use the CRM
What do you dislike about the product?
Inability to spool specific data, hence the need to always request from Freshdesk team
What problems is the product solving and how is that benefiting you?
Easy communication between the business and customers
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