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.
This is a fantastic tool for process management!
What do you like best about the product?
Freshdesk is an agile, easy tool to manage service tickets. Since the implementation in our company, the management of tickets reached another level. The ability of creating specific agents with specific groups and reach points made the categorization of the tickets really easy, and the process became much more intuitive and efficient. I can say that our customers are much more satisfied with the response time and the information workflow now.
What do you dislike about the product?
This is a tough question because there is nothing I really dislike on Fresdesk! I would like having more reports on what we do with the tool, the ability to create custom reports that bring more useful management information. So that they would be really useful, since one of the main reasons to adopt a Freshdesk was to have more intelligence and insights on the operation and identify needs that may improve our processes. I could say that the interface could use a little polish, but even that is an overstatement.
In a nutshell, I love it!
In a nutshell, I love it!
What problems is the product solving and how is that benefiting you?
I don't have any problems currently. Amazing benefits of using the tool are:
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
Recommendations to others considering the product:
I would definitely recommend at least a trial of Freshdesk; it is really easy to setup and use, and the benefits of using it greatly exceed the expectations.
Ticks all of the boxes
What do you like best about the product?
Clean, easy to use interface. Uncomplicated and a lot of functionality, even in the free plan.
What do you dislike about the product?
Nothing. I only have good things to say about Freshdesk.
What problems is the product solving and how is that benefiting you?
We needed a reliable and easy to use help desk platform for our staff to be able to communicate with customers and vice versa. Freshdesk ticks all of the boxes.
Great tool and support
What do you like best about the product?
Easy to implement and the app is good too.
What do you dislike about the product?
When a customer opens a ticket via email, they don't get an acknowledgement that is was created
What problems is the product solving and how is that benefiting you?
Keeping support issues and projects in one place is helpful - this company used to run everything by email
Frankly, the best-designed platform!
What do you like best about the product?
Freshdesk is really very easy to get started with. In 3 weeks, we are fully onboarded into a production space that meets our needs and according to our processes. It is by far the most user-friendly I have had to use so far.
What do you dislike about the product?
There isn't really any aspect that I dislike much; the tool is full of useful features and is available at a reasonable price. However, the bot takes a bit longer to deploy and is less intuitive than the rest. A minimum understanding of programming languages is necessary for this.
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to have an omnichannel view of my tickets. Moreover, automation allows me to gain productivity: automated processes, so more time to manage other topics!
Recommendations to others considering the product:
Before using Freshdesk, I recommend taking the quick training courses on Freshworks Academy. This is the method that allowed me to become quickly operational with the tool.
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.
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