Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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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
External configurability lacking
What do you like best about the product?
Makes is very easy to get report for agent performance
What do you dislike about the product?
I cannot get information from my backend system directly to Freshdesk
What problems is the product solving and how is that benefiting you?
Ensuring we can provide timely resolution to customer queries and track them
Ticketing and calling software for Customer support
What do you like best about the product?
It offers a wide range of features such as multi-channel support, automation of routine tasks, a knowledge base for customers, and customizable ticket fields, It also integrates with Salesforce, Slack, and Jira,
What do you dislike about the product?
it could improve its customization options and old design. Sometimes there can be
some technical issues, such as slow load times or glitches in the software, and it's very frustrating
some technical issues, such as slow load times or glitches in the software, and it's very frustrating
What problems is the product solving and how is that benefiting you?
It helps prioritize customer inquiries, assign them to specific agents, and set up automated responses to common queries. It also provides analytics and reporting tools to help track customer support performance and identify areas for improvement.
I have worked with Freshdesk for years
What do you like best about the product?
I enjoy how Freshdesk helps organize all of the customer service emails into one place and I can organize them how I want to (key words). The ability to see what emails are open and pending easily helps me keep customers happy!
What do you dislike about the product?
When the customer decides that they do not want to open a new email and reply to an already "closed" ticket, it does not pop back up into my queue, makinging me lose valubale time having to review already closed tickets.
What problems is the product solving and how is that benefiting you?
Our customers need help with their orders and also answers to questions about our VIP community that is 100% online. Without freshdesk we could not provide fast support to them.
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