Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Awesome CRM Tooling
What do you like best about the product?
The customization of features and how to tweak the tooling and make it better for team management.
What do you dislike about the product?
Better team management via the dashboard
What problems is the product solving and how is that benefiting you?
Dashboard management and analytics
Configurable and Easy to Use Platform with Easy Automation
What do you like best about the product?
Freshdesk provides a range of automations and structural rules to ensure that agents are efficiently providing a high quality of consistent support. For example, canned responses are highly configurable and save and enormous amount of time for repetitive tickets.
Automatic rules are easy to define and powerful in nature, although these are not yet enabled for things like the eBay integration and there is limited ability to automate replies to email threads.
Automatic rules are easy to define and powerful in nature, although these are not yet enabled for things like the eBay integration and there is limited ability to automate replies to email threads.
What do you dislike about the product?
On some browsers, we have experienced occasional bugs where replies could not be sent. Better handling of errors and reporting back to Freshworks might allow these to be fixed more efficiently.
The eBay integration is very much in beta phase and needs work for reliability - for example, the way that canned responses behave.
Automations cannot threaded email replies to customers, so if an automation send a customer a message it will show as a different email and agents cannot see that the email was sent in the thread.
The eBay integration is very much in beta phase and needs work for reliability - for example, the way that canned responses behave.
Automations cannot threaded email replies to customers, so if an automation send a customer a message it will show as a different email and agents cannot see that the email was sent in the thread.
What problems is the product solving and how is that benefiting you?
Providing a unified platform to manage and response to customer support queries, particularly where a level of triage is requred for a high volume of similar support tickets.
Freshdesk is the most User friendly Helpdesk
What do you like best about the product?
How it is User friendly, and easy to navigate
What do you dislike about the product?
There are a few bugs, likes it automatically saves the late sent message, so when the ticket reopens, you see the message you sent as a draft. It is just annoying having to discard it a lot of the times.
What problems is the product solving and how is that benefiting you?
Dealing with people over email as opposed to phone calls.
Powerful product
What do you like best about the product?
Creation of parent/child tickets; custom categories for reporting; ability to customise messages to clients.
What do you dislike about the product?
Can be glitchy - over the course of 12 months, the STMP settings have frazzled and needed intervention from the Freshdesk tech team.
What problems is the product solving and how is that benefiting you?
They allow us to ticket issues, which is more appropriate than email chains that can go on forever. It also means that multiple staff can take responsibility for the helpdesk inbox at different times.
Great CRM. Easy to deploy, maintain and customize.
What do you like best about the product?
Recently they introduced threads which is useful for internal discussion
What do you dislike about the product?
The leaderboard is taken off so the competitive edge between agents is lost almost
What problems is the product solving and how is that benefiting you?
Non-telephonic support. Work from home supported globally.
How Freshdesk made my life easier
What do you like best about the product?
Freshdesk provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features.
What do you dislike about the product?
Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability
What problems is the product solving and how is that benefiting you?
With Freshdesk, we were able to monitor all of the concerns coming from different channels in one single dashboard and with the help of useful tools to categorize each concerns base on priority level.
Freshdesk - a tool which simplifies everyday hustle
What do you like best about the product?
Easy to use interface,Mutichannel support,Automations for segregating tickets,Reporting and analytics and various third party apps integrations are some of the key factors which I like about freshdesk.
What do you dislike about the product?
Limited customization options, pricing,reporting limitations are some of the factors which I dislike about freshdesk.
What problems is the product solving and how is that benefiting you?
Ticket Management, Automations, Multichannel support, Reporting and Analytics and Integrations are some of the features which freshdesk is providing to me and benefitting me.
A very good cooperation with everything necessary to maintain a successful business relationship
What do you like best about the product?
Definitely the customer service! The customer success managers and technical support are fantastic. You always get a competent answer quickly and they take care of any concerns you may have. The service seems to be working around the clock, and you get answers sometimes at times you wouldn't expect, within minutes. Thank you for the great service!
What do you dislike about the product?
Some features that we would like are on Freshworks' development roadmap, but the implementation of the roadmap is sometimes unreliable. IT projects can of course always be delayed, but this has happened several times.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we have a helpdesk tool that allows us a lot of customization without coding effort (and thus dependence on software developers).
In addition, Freshdesk offers many plug-and-play solutions for automations and wording, which is very important to us.
In addition, Freshdesk offers many plug-and-play solutions for automations and wording, which is very important to us.
Tool Is very user-friendly.
What do you like best about the product?
Automation...Very user friendly and easy
What do you dislike about the product?
Customer support is very supportive when they connect with clients, but getting connected with them is a big task
What problems is the product solving and how is that benefiting you?
Helping us by giving various reports, easy to use
Great Features for the Cost
What do you like best about the product?
In the realm of what money can buy, Freshdesk has a great balance. We get many of the same features that other companies charge double for, and there's also a lot of customization options. App add-ons have been amazing as well! It's a great way to have many different people reply to customer needs and pull in many inboxes into one place.
What do you dislike about the product?
There are some annoyances with Freshdesk: we have frequent changes to our account management team at Fresdhesk, some items say "fully customizable," and really that's not the case because of very strict parameters that we often struggle with, sales reps have often said "yes you can" to questions about capability and we find later that we cannot. Do a thorough trial, think creatively, and you will often be able to find a work around (but it is frustrating to not always be able to rely on the creators of the system to help you get it to function the way you need. Our team has needed to do much of that problem solving on our own.
There are some VERY irksome deficiencies in the FD system itself, it's not just the company. However, we are happy enough to stay and upgrade so that speaks to the overall picture!
There are some VERY irksome deficiencies in the FD system itself, it's not just the company. However, we are happy enough to stay and upgrade so that speaks to the overall picture!
What problems is the product solving and how is that benefiting you?
It's solving problems like: MSRs needing to check multiple inboxes for different segments of the business each day, allowing full visibility for agents in the system to see past email communication from a particular customer, and being able to pull analytical data to help understand where our overall customer experience needs improvement.
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