Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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External reviews are not included in the AWS star rating for the product.
A good product with a lot of features
What do you like best about the product?
The tool is very user friendly and quite easy to set up.
What do you dislike about the product?
There is too much updates and it's hard to keep track.
What problems is the product solving and how is that benefiting you?
I solved a lot of customer issues thanks to Freshdesk, my costumers are happier and I can work with more confidence.
Recommendations to others considering the product:
You should go for it.
Great tool - wish we’d unlocked its full capacity
What do you like best about the product?
1. The ability to seamless interstate with our internal processes, from our calling system, to our backend, slack and WhatsApp
2. Features to create canned responses saving time and increasing our speed of communication with our clients
3. Ability to set, track and monitor SLAs not only through automated rules but downloadable data
4. Quick support from the customer support team at Freshworks
2. Features to create canned responses saving time and increasing our speed of communication with our clients
3. Ability to set, track and monitor SLAs not only through automated rules but downloadable data
4. Quick support from the customer support team at Freshworks
What do you dislike about the product?
Automated rules breaking and filtering messages incorreactlg.
What problems is the product solving and how is that benefiting you?
- Faster response times
- Scheduling of workflows and priorities
- Increased headspace for our teams
- Scheduling of workflows and priorities
- Increased headspace for our teams
Freshdesk Review
What do you like best about the product?
- Ease of Use,
- Almost negligible training/onboarding is required to use the application,
- High reliability
- Overall simple and convenient
- Almost negligible training/onboarding is required to use the application,
- High reliability
- Overall simple and convenient
What do you dislike about the product?
Some usability features are not well thought through, logic appears to be missing.
Simple or even bugs like Feature Requests not seeing the light of the day.
Simple or even bugs like Feature Requests not seeing the light of the day.
What problems is the product solving and how is that benefiting you?
Using it as a CRM ticketing tool.
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.
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