Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to integrate.
What do you like best about the product?
I needed to integrate Freshdesk with some other tools we have. The APIs available are robust and well documented. Everything worked without a hitch! The automation engine in Freshdesk is super easy to work with and powerful. Zendesk is the only competitor I had used previously, and when comparing Freshdesk to Zendesk, I was satisfied with the parity.
What do you dislike about the product?
They've been so helpful; it's hard to identify something. Most of my frustration has been with configuration. Not because it's hard to configure but because I just don't know, from a strategic standpoint, how I should set things up. I wish I could have multiple knowledgebases without paying a ton more. But we're using custom fields to get around this.
What problems is the product solving and how is that benefiting you?
We have a lot of websites and one customer support team. Freshdesk has made it easy to work with customers across all of our sites while keeping tickets organized and in one spot.
Quite agent friendly Customer support portal.
What do you like best about the product?
I like the Filters and views, which helps to create my own views as per my need, makes me quite free
What do you dislike about the product?
The response and properties cannot be updated together.
What problems is the product solving and how is that benefiting you?
Customer support queries from various products of my organization. Few of the features are very friendly.
Recommendations to others considering the product:
If you are looking for a good support tool with multiple products and want to use it with a bigger team base, go for it!!
Best Ticketing System for SMB Segment
What do you like best about the product?
- Ease of use
- Simple UI
- Powerful Workflow Automations
- Integrations
- Simple UI
- Powerful Workflow Automations
- Integrations
What do you dislike about the product?
There are no specific cons about Freshdesk but the following could have been better:
- Reports
- complex ticket distribution system
- Reports
- complex ticket distribution system
What problems is the product solving and how is that benefiting you?
- Managing internal customer tickets
- Ease of maintaining SLAs
- Ease of maintaining SLAs
Best UI, Automation Options & Seamless Intergation
What do you like best about the product?
Simple to set up - you don't need tech knowledge to set up freshdesk, easy to understand UI helps one to set up automations, email intergations, survey campaigns etc
What do you dislike about the product?
They should have a call support to address critical/urgent cases, raising emails and chatting sometimes becomes irritating when you have complex and critical cases to address.
What problems is the product solving and how is that benefiting you?
Management of emails, multi-channel contact touchpoints, social media cases from play store, Twitter and Facebook, we host our knowledge base with freshdesk, run our app support section and multiple other things.
At the top
What do you like best about the product?
Services, UI, reporting algorithm, never gets down.
What do you dislike about the product?
Delay in support no real-time contact center.
What problems is the product solving and how is that benefiting you?
Auto Merger app and custom install apps
Recommendations to others considering the product:
One of the best on which we can use to get best out of our customers.
Fantastic end-to-end support and just the tools you need
What do you like best about the product?
Out of the box implementation, great helpdesk tools, website chat functionality that feels native and not plugged in, and the ability to respond to tickets and support requests on the go wherever you are.
What do you dislike about the product?
Their one-on-one customer service is occasionally lacking. I've sent tickets to the team in the past and not had a response for months on end. This is often disappointing especially for a customer centric organisation.
What problems is the product solving and how is that benefiting you?
Being able to connect with our users wherever are, at whatever time, and via desktop and mobile. When starting a business often you're juggling a lot of different things including possibly working another job! An ability to help our customers on the go is vital. Not everyone has a CX support centre.
Recommendations to others considering the product:
Look our for their startup business packages. These are great value and give you all their state of the art support tools for an entire year for free.
Good experience with the Omnichannel
What do you like best about the product?
Freshdesk's Omnichannel tool allowed us to leap in customer service productivity without losing essential information. Before, the communication with the customer was with part of the information in one channel, part in another, etc.
What do you dislike about the product?
They don't have support in the Portuguese language gets in the way of everyday life when our support team needs help from someone from Freshdesk. They should also translate the platform in its entirety. It currently has parts in English, others in Portuguese.
What problems is the product solving and how is that benefiting you?
I noticed a considerable improvement in customer service time and the efficiency of our customer support team.
FreshDesk is a great tool to make your customer support more efficient!
What do you like best about the product?
The best part of FreshDesk is how quickly I can involve other teams by just assigning the tickets to them and they have the entire history of the ticket.
What do you dislike about the product?
I dislike that there is no proper integration with Salesforce so i have to manually log emails to SalesForce.
What problems is the product solving and how is that benefiting you?
The biggest benefit of FreshDesk is that it promotes many teams working together to solve any inquiry from the client which results in a faster turnaround time.
Recommendations to others considering the product:
FreshDesk is a great tool for companies where several different teams are in need of constant communication with each other.
The team really offer 24/7 service support to sovle all the concerns that we have!
What do you like best about the product?
I really appreciate the fact there will always be team members assigned to support our team with setting up, getting to know freshdesk and solve any issue that we have!
What do you dislike about the product?
Just sometimes the team is over dedicated! :))
What problems is the product solving and how is that benefiting you?
We could use freshdesk as a based CRM to handle and synchronize most of the customer requests, provide out customer a much smoother and in control service.
Robust support platform
What do you like best about the product?
Freshdesk is a robust platform that you can customize according to your client and market segment. At our company, we integrate Freshdesk with our Customer Success Management Platform, where we analyze through KPIs the level of our service.
What do you dislike about the product?
Freshdesk is difficult to operate for beginners. Therefore it could be better in terms of ease of use. It could improve its interface and design so that the entry-level support team could perform efficiently and better.
What problems is the product solving and how is that benefiting you?
We use Freshdesk in our Support team, so we solve customer issues all the time. The level of our services is higher, so I understand that Freshdesk is one of the responsible for this.
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