Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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External reviews are not included in the AWS star rating for the product.
Good Competition for Zendesk
What do you like best about the product?
The setup / configuration is more straightforward than Zendesk. This ease of use and configuration is especially good for the end user portal. It can be setup to look very respectable and functional out of the box. Generally, for the price, it includes many more features than Zen does.
What do you dislike about the product?
The agent dashboard and day to day UI is less straightforward than it should be. Users can be distracted by the myriad metrics and buttons when they should be focused on addressing the the tickets directly. To that end, it would be nice if the agent UI was more customizable to allow it to be streamlined.
What problems is the product solving and how is that benefiting you?
We're running a SaaS based software and services helpdesk. While it's nice to be able to proactively address client questions though a knowledgebase, we are very much focused on ensuring we are getting tickets address and directed to other parts of the organization in an effective manner and integrating with the tools that those groups use.
Recommendations to others considering the product:
While Freshdesk is easier to setup out of the box, to take advantage of a lot of the customizations, you will need to utilize a web developer to fully customize the experience. That said, it will likely take less time with Fresh than with Zen.
Would use again
What do you like best about the product?
The best part of this system is it's easy to use interface. Easy navigation which comes in handy when training other people. Gives clear direction when a large volume of requests are coming in.
What do you dislike about the product?
When large requests are coming in, the system seems to freeze which slows down productivity. I think they're working on it though.
What problems is the product solving and how is that benefiting you?
Successful solutions when dealing with customers thanks to the system.
It just works
What do you like best about the product?
Simple to setup and use. It worked well for us when we were much smaller and it's grown well with us. They continue to add useful features and enhancements which is great. The service has been totally stable for us so it's super reliable.
What do you dislike about the product?
The UI could use some optimization for agents so common actions require fewer clicks. Machine learning for categorizing tickets would be super helpful. The built in reporting is fairly minimal.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system which would also handle change and releases. It's worked well for us.
Recommendations to others considering the product:
Give it a try, it's a lot easier to use than the big players.
Great product
What do you like best about the product?
We have loved this product. We loved the ability to set service level agreements and then track our stats.
What do you dislike about the product?
using API and Web hooks with freshdesk isn't great.
What problems is the product solving and how is that benefiting you?
Customer service and quick help to our customers. organization.
It's a nice help desk
What do you like best about the product?
In general terms, my tool with this tool is positive.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
What do you dislike about the product?
The ticket management is not so intuitive, could improve.
What problems is the product solving and how is that benefiting you?
As I work as Customer Success at a SAAS company, constant communication is a key aspect to avoiding churn. Through Freshdesk, I can communicate efficiently with my clients and also quickly.
Recommendations to others considering the product:
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Great Ticketing Software
What do you like best about the product?
Freshdesk has one of the best user interface I've used for any customer service software. Having all our contact channels (email, facebook, youtube, etc) all come into one software has increased our customer service and customer happiness.
What do you dislike about the product?
There is no good automatic chat bot associated with Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk connects directly to Magento - when users send us an email we automatically have all their purchase history, and customer service history.
Super handy and efficient for work!
What do you like best about the product?
Instead of using email all the time to contact our support staff, we used Freshdesk to ensure our workers are assisting customers as soon as possible.
What do you dislike about the product?
Nothing to dislike when I was utilizing Freshdesk for my hotel job at the time.
What problems is the product solving and how is that benefiting you?
Time to attend to a ticket
Customer service survey scores increased
Customer service survey scores increased
Easy to Integrate and Customize
What do you like best about the product?
Freshdesk is a product that is easy to customize for your needs to get customer feedback. It has social media connections which allow you to integrate your social media with relative ease.
What do you dislike about the product?
Sometimes it is difficult to get a response from my account manager to set up appointments.
What problems is the product solving and how is that benefiting you?
Having a unified customer feedback ticketing system across all of our digital properties that are easily customizable. This is allowing us to modify our feedback system as we add digital properties. A benefit is a tool that our PR and consumer outreach departments can easily use and maintain with little IT involvement.
Recommendations to others considering the product:
Quality product and a reasonable price.
Freshdesk keeps us in the know!
What do you like best about the product?
I really love how Freahdesk notifies me right away! This way I am always reaponding to my customers in a timely manner!
What do you dislike about the product?
Sometimes it’s not super user friendly.
What problems is the product solving and how is that benefiting you?
We are at a school district, and we have teachers submit tickets through freshdesk to address technology needs. Over the past few years this has improved our “customer satisfaction” rate by almost double! We have LOVED using freshdesk and have seen many benefits.
Freshdesk my solution
What do you like best about the product?
Link with google
Phone number linked.
Great follow up system
Zapier ready
Phone number linked.
Great follow up system
Zapier ready
What do you dislike about the product?
Old. Interface
No history of call logged.
Android app is not that good
No history of call logged.
Android app is not that good
What problems is the product solving and how is that benefiting you?
Help desk for the whole company not linked to human but a department now
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