Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk is great!
What do you like best about the product?
Very easy to use, easy to complete tickets accurately and quickly for the customer. Great support.
What do you dislike about the product?
Nothing major stands out, works very well for my needs.
What problems is the product solving and how is that benefiting you?
The price is great for the program compared to others. Very good program to look at the ticket data, and for our team to improve.
Simple and highly functional helpdesk solution.
What do you like best about the product?
It is easy to adopt and fun to work with Freshdesk. Our agents quickly adopt and like to use it.
What do you dislike about the product?
Freshdesk generates a unique ticket for each email ID and multiple tickets likely to confuse agents.
What problems is the product solving and how is that benefiting you?
We are a multi national company. Freshdesk helped us to centralize customer support. As a result our operational costs went down significantly and we could unify the process across the board.
Simple is not always bad
What do you like best about the product?
Simplicity in management all settings like configuring a game
What do you dislike about the product?
Nothing at all, I like all the functions
What problems is the product solving and how is that benefiting you?
We manage internal trouble ticketing and customer request on our products
Recommendations to others considering the product:
Easy of using and customize it
World class eperience. One of the most user friendly and customizable sofware ever
What do you like best about the product?
It can be customized as per our needs, very user friendly and access to reports
What do you dislike about the product?
The long procedure of deleting an email or user
What problems is the product solving and how is that benefiting you?
We run a state helpline and I found out that FreshDesk was the best when it comes to tracking cases and calls. It also is the best in terms of getting customized reports for all stakeholders
Used it within 2 schools and one MAT thus far.
What do you like best about the product?
As simple or as complicated as it needs to be. The gamification of ticket stats tends to work as a positive motivator for junior technicians.
What do you dislike about the product?
As a non-profit, some of the subscriptions for the higher tiers aren't justifiable.
What problems is the product solving and how is that benefiting you?
Team workload and monitoring, especially when dealing with remote members of the team.
A truly great service.
What do you like best about the product?
The ability to fully customise the platform to match your needs and the ability to have backend javascript which can do almost anything.
What do you dislike about the product?
The way in which conversations are minimised and old messages hidden can sometimes be annoying
What problems is the product solving and how is that benefiting you?
We have created a helpdesk for our company. It is extremely efficient and allows us to not have people directly email us which reduces congestion in our mail boxes.
Recommendations to others considering the product:
It is a great platform, highly customizable to meet your needs and the service is great from the support staff.
Flexible and Scalable, an awesome solution I recommend to all my clients.
What do you like best about the product?
Ease of use and adaptability. There is almost nothing it cannot do if you set it up correctly.
What do you dislike about the product?
Businesses always want more, sometimes it is challenging getting that little extra right. Fortunately there is usually a workaround to get us to the end goal.
What problems is the product solving and how is that benefiting you?
Automation resulting in customer satisfaction because we get to resolve issues quicker with more accurate information being available upon first contact.
The simplicity of using Freshdesk is mind blowing.
What do you like best about the product?
The simplicity of using Freshdesk is mind-blowing, very complex processes have been watered down or compressed to a few clicks, my best feature so far is the automation of repetitive processes, scenario automation. I may not be utilizing all the features as expected, but I wish to know more according to our business use case and the goals we seek to achieve.
What do you dislike about the product?
It's quite difficult to get some reports using the analytics feature.
What problems is the product solving and how is that benefiting you?
Reporting has been very seamless, as well as evaluating our support down line.
Service Operations Specialist
What do you like best about the product?
Amazing tracking of ticketing history. Many options for Automations. Good integrations with Freshchat.
What do you dislike about the product?
Don't have a good user manual only for agents - Like 1,2 pages something short.
What problems is the product solving and how is that benefiting you?
We have solved one big problem which was to remove all personal emails to be used for correspondence between customers and agents.
Recommendations to others considering the product:
Easy to be configured with your CRM. Good and easy understanding from the agent side.
Really satisfied with Freshdesk
What do you like best about the product?
I started to implement Freshdesk as our first ticket system and I am still glad with this choice.
You get a lot of features for a very good price. Freshdesk regularly updates features based on user experience.
The videos are easy to follow and the UI and all included menus (user interface) are easy to walk through.
I found my way before having the onboarding call and had not much questions left during this session.
All tuorials were really helpful to almost independently finding my way to configure Freshdesk for our purposes.
When I sended requests I was helped quickly and problems were always solved within a short timeframe.
Never experienced downtime in the last 6 months.
I really like that you can customize your brand and portal with your own code.
We had help from Freshdesk partners to design our Knowledgde Base Portal as we wanted it to look like and we are able to change the
code whenever we want.
All app integrations, like the Kanban board are really helpful to organize the workload and making your work more scalable and efficient.
The dashbord gives you a good overview and there are many options to optimize your tickets by changing the required information by ticket fields etc.
The reports are quite handy and accessible and do you have the opportunity to create your own reports.
The Knowledge Base report is still a Beta version, but a good start to get an overview which articles are used the most.
For advanced insights I use the reports in combination with Google Analytics, which you can easily integrate at the marketplace.
For technical issues I use trackers and integrated Jira for our development team.
Working a lot with the mobile app and being able to answer tickets from everywhere if there are problems with high priority.
Makes it really easy to reacting on downtime of your products and contacting team members immedeately.
In other words, Freshdesk comes 98% close to what I expected and what I was looking for.
You get a lot of features for a very good price. Freshdesk regularly updates features based on user experience.
The videos are easy to follow and the UI and all included menus (user interface) are easy to walk through.
I found my way before having the onboarding call and had not much questions left during this session.
All tuorials were really helpful to almost independently finding my way to configure Freshdesk for our purposes.
When I sended requests I was helped quickly and problems were always solved within a short timeframe.
Never experienced downtime in the last 6 months.
I really like that you can customize your brand and portal with your own code.
We had help from Freshdesk partners to design our Knowledgde Base Portal as we wanted it to look like and we are able to change the
code whenever we want.
All app integrations, like the Kanban board are really helpful to organize the workload and making your work more scalable and efficient.
The dashbord gives you a good overview and there are many options to optimize your tickets by changing the required information by ticket fields etc.
The reports are quite handy and accessible and do you have the opportunity to create your own reports.
The Knowledge Base report is still a Beta version, but a good start to get an overview which articles are used the most.
For advanced insights I use the reports in combination with Google Analytics, which you can easily integrate at the marketplace.
For technical issues I use trackers and integrated Jira for our development team.
Working a lot with the mobile app and being able to answer tickets from everywhere if there are problems with high priority.
Makes it really easy to reacting on downtime of your products and contacting team members immedeately.
In other words, Freshdesk comes 98% close to what I expected and what I was looking for.
What do you dislike about the product?
I miss some small adjustments since I use Freshdesk also for incidents and escalations.
For example a major incident button where you can connect a lot of tickets would be great, but I understand that this is a tooling which you will find more likely when using Freshservice.
I also miss an option to give knowledge articles a certain due date or expiration date, so that you are automatically forced to review them and check if the content is still up to date.
It would be also nice to get a list of what people filled in on the search bar to get an idea which content potentially misses and has to be written.
These are small details I passed through as feedback already and might be already in development for future releases.
For example a major incident button where you can connect a lot of tickets would be great, but I understand that this is a tooling which you will find more likely when using Freshservice.
I also miss an option to give knowledge articles a certain due date or expiration date, so that you are automatically forced to review them and check if the content is still up to date.
It would be also nice to get a list of what people filled in on the search bar to get an idea which content potentially misses and has to be written.
These are small details I passed through as feedback already and might be already in development for future releases.
What problems is the product solving and how is that benefiting you?
I use Freshdesk mainly to improve our product lifecycle. We are able to detecting issues early by analysing all requests and were able to downsize our solution release time.
Furthermore, we get a better impression where users of our products are looking for and what we need to improve our user expirience.
Furthermore, we get a better impression where users of our products are looking for and what we need to improve our user expirience.
Recommendations to others considering the product:
A tool is always as good as your enthusiasm to learn all ins and outs. So don't blame the tooling and have a look how to creatively solve the issue or giving feedback to adjust it.
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