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.
Versatile tool
What do you like best about the product?
I love how easy and clear it is to see all tickets or filter tickets. Basic information about the tickets is visible in the inbox right at a glance. Everything is very customisable. For example, you can have your ticket properties, which are very helpful because you can then do other activities. Their automation is also effortless to set up and nicely customisable.
Their reporting is very nice. Especially their new analytics pages. It's all customisable, and there is a lot that you can create there.
Their reporting is very nice. Especially their new analytics pages. It's all customisable, and there is a lot that you can create there.
What do you dislike about the product?
Their support is extremely scripted. It takes a long time to get any resolution for any atypical problem. Their chat is especially horrible. You write "Hello, I have this problem..." and you get a response of "hello, how may I help you?" and then nothing. They also have a very annoying habit of closing the chat if you do not respond for 10 minutes. They do this if you include your problem in the first message, so you have to write them again but now prepare your message in parts, so they notice your problem.
Another thing I dislike is that they always make you create a "temporary agent" with admin privileges to solve any issue that is not solvable by reading their help section. So you are giving access to your company private information constantly to random agents from Freshdesk agents.
Another thing I dislike is that they always make you create a "temporary agent" with admin privileges to solve any issue that is not solvable by reading their help section. So you are giving access to your company private information constantly to random agents from Freshdesk agents.
What problems is the product solving and how is that benefiting you?
We resolve customers problems in a timely manner and keep them informed of the progress. The benefits of Freshdesk are their automation, reporting and SLA timing rules.
All the features for a fraction on price!
What do you like best about the product?
This tool covers almost all use cases. All support channels (articles, live chat, email) are excellent. It is able to handle large amounts of data very easily.
What do you dislike about the product?
Templates should update email subject as well.
The benchmarks should show the usage of companies from the same industry.
Some of the KPIs can be confusing; therefore, all KPIs should have an explanation with examples.
Live Chat support should be available for all roles.
The benchmarks should show the usage of companies from the same industry.
Some of the KPIs can be confusing; therefore, all KPIs should have an explanation with examples.
Live Chat support should be available for all roles.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage customer and partner queries productively.
A great multichannel support desk for SaaS
What do you like best about the product?
Fast ticket handling UI, collaboraiton tools, automations, and multichannel options.
What do you dislike about the product?
Freshconnect, a tool that allows collaboration, sometimes not always up to date.
What problems is the product solving and how is that benefiting you?
We want to provide the best and fast customer support without being limited by the tools.
In addition to helping us be great, the metrics and analytics enabled us to gain additional insights where we can improve.
In addition to helping us be great, the metrics and analytics enabled us to gain additional insights where we can improve.
Good cloud-based ticket system that's easy to run and use
What do you like best about the product?
Nice clean admin interface, easy to use for users.
What do you dislike about the product?
Had a bunch of problems with the SSO setup since it changed.
What problems is the product solving and how is that benefiting you?
We're using the free version internally as an IT helpdesk and a paid version to address problems with our vendors. Much more organised and professional than doing it over email.
Freshdesk review
What do you like best about the product?
The organization that Freshdesk allows a team to have.
What do you dislike about the product?
The most significant downside is the horrible timeline organization in a chain of emails.
What problems is the product solving and how is that benefiting you?
We have solved problems regarding practically all of our services. The benefits are varied and visible in all areas.
A solid support tool.
What do you like best about the product?
As a company that works primarily with developers and engineering teams, it is imperative that our customer's communications arrive unmolested by our ticketing system's web parser. Freshdesk is the only product we've tested that consistently was able to deliver an unmolested message both from and to our customers.
What do you dislike about the product?
Freshdesk's built-in editor uses slash-command shortcuts that can be difficult to escape, causing occasional annoyances in the responding agent's workflow.
What problems is the product solving and how is that benefiting you?
Our biggest concern was to make sure all customers are being communicated with effectively and that no communications were being accidentally missed or dropped. Freshdesk's ticketing and SLA systems greatly improve our confidence that all customer communications are taking place promptly and no conversation is missed.
Recommendations to others considering the product:
Freshdesk is a very worthy contender for managing inbound customer communications and tracking cases both trivial and complex.
Ultimate ticketing & Help desk software
What do you like best about the product?
1.) Easy interface that helps the first-time user to get accustomed to the software without any help of tutorials or handholding.
2.) Its ability to support both email & voice call support and converting that into tickets.
3.) Track the reports and tickets of different agents and also the leaderboard pushes the team to increase work efficiency.
2.) Its ability to support both email & voice call support and converting that into tickets.
3.) Track the reports and tickets of different agents and also the leaderboard pushes the team to increase work efficiency.
What do you dislike about the product?
1.) Sometimes the canned responses disappear while replying to any ticket and no option to add new canned responses.
2.) Their Support need to be better, I had a login issue with my account and I got a revert from them almost after 3 weeks of submitting a concern to their team.
3.) Merging the tickets from the same customer is a bit tedious and the thread doesn't follow the trial emails in a sequence.
2.) Their Support need to be better, I had a login issue with my account and I got a revert from them almost after 3 weeks of submitting a concern to their team.
3.) Merging the tickets from the same customer is a bit tedious and the thread doesn't follow the trial emails in a sequence.
What problems is the product solving and how is that benefiting you?
We are a banking startup and we are using this tool to solve identity verification(KYC) and payments-related issues via email and voice call as well. Prior to using Freshdesk, we were using sheets to manage this task where the tracking was difficult and some queries went unresolved with an impact on our customer experience.
Recommendations to others considering the product:
If your company is dealing with a heavy user base where complaints are getting ticketed, I would highly recommend Freshdesk as your ticketing and support software. Mainly for B2C, it's a great choice.
Freshdesk how it helped my team
What do you like best about the product?
Freshdesk helped us in multiple ways. It provided us a clear insight into our daily communication. My team managed hundreds of emails a day via outlook like most companies, which is fine if you only need the basics. But to provide a better customer experience, we had to understand what and how we were managing all our communications. We came into contact with Freshdesk and started a test account. We started out using the platform with one team over a year later now, and we're using it now in four different teams. We have a complete view into the main queries from customers, agents are using standard replies and standard templates, we can view our SLA's, response time, and much more.
What do you dislike about the product?
Not all can be perfect, not even Freshdesk, unfortunately. You do need a good knowledge of how all the different functions work. Freshdesk does provide a lot of articles explaining the functions within the platform and chat. Our company is based in Belgium, so it would be easier to chat with a native-speaking person.
What problems is the product solving and how is that benefiting you?
Workload insights, time management, priorities, follow-up, SLA's, uniform way of working, efficiency, automation, ...
Freshdesk as support, tracking work items and tickets.
What do you like best about the product?
In general, the overall look and feel of Freshdesk are outstanding, the setup is easy, and even if you do need assistance, their support staff is out of this world. Not once did I wait for more than 10 to 15 minutes to interact with a friendly professional consultant that will solve my query. Expanding Freshdesk with various other futures as your business grows makes Freshdesk a tool that no business can function without.
What do you dislike about the product?
We did not have any areas that we can say that we do not like about Freshdesk.
What problems is the product solving and how is that benefiting you?
We are locking all our support tickets and also using it for tracking work items, and it is working excellent.
Recommendations to others considering the product:
Freshdesk will deliver to your expectations and more.
Affordable Zendesk-like tool
What do you like best about the product?
The tool is intuitive and the UI is not cluttered.
Tool's Support is quite responsive.
Most plugins for FreshDesk are free of charge.
Tool's Support is quite responsive.
Most plugins for FreshDesk are free of charge.
What do you dislike about the product?
Limited dashboards and automation does not allow for greater control over what is happening.
The lack of a status page is a downside.
The customer portal is very basic.
Filters are too simplistic and lack options to set OR/AND operators.
Lack of customizable workflows in a classic sense (some automation possible)
The lack of a status page is a downside.
The customer portal is very basic.
Filters are too simplistic and lack options to set OR/AND operators.
Lack of customizable workflows in a classic sense (some automation possible)
What problems is the product solving and how is that benefiting you?
Our team uses Freshdesk to support our application by engaging clients in a customer Portal. Automation possible in the tool allows us to more efficiently manage agents' time and helps to keep our customers updated on cases.
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