Freshdesk
Freshworks Inc.External reviews
3,555 reviews
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External reviews are not included in the AWS star rating for the product.
Overall, FD has been a pretty positive experience.
What do you like best about the product?
The core functionality has definitely helped our team better organize our support emails and run a tidier, more efficient ship. I especially like the Dispatch'r, Supervisor, and Observer tools.
What do you dislike about the product?
There are many quirks and kinks to work out. Nothing is major, but these small cuts do start to add up. I find the view settings to be unnecessarily restrictive on the tickets module whether in card or table view. Why can't timestamps be a column in table view? In addition, the email composition fields suffer from imaginary blocking where canned responses, copied content, and signatures combine. This can be frustrating.
What problems is the product solving and how is that benefiting you?
Having to deal with increasing email volume, we could no longer rely on Outlook alone. Enter Fresk Desk. This problem was quickly resolved. In addition, there is full accountability, show activity logs, powerful filtering tools, the easily accessible discuss forum, dynamic canned responses and knowledge base. These tools have combined to streamline our workflow and help us provide better and timelier responses to clients. We are still exploring the analytics made possible by tagging and what integrations have to offer.
Simple Straight Forward Support Software
What do you like best about the product?
I like the UI. It's easy to navigate, not to mention their API integreation with Pivotal option. It makes my job as support so much easier to turn a trouble ticket over to development in just a few simple clicks.
What do you dislike about the product?
I do wish that I could add existing Pivotal stories to user tickets under Pivotal Tracker (instead of dropping a private note with a link). Sometimes we have multiple tickets with the same problem and have one story, but the only option is to create a new story.
What problems is the product solving and how is that benefiting you?
Customer support issues. They can either create a ticket through a link or email our support address directly to create a new ticket. It's easy to follow the history of a ticket or user and look at common problems with tag features.
Recommendations to others considering the product:
I would definitely recommending trying it out to see if it works for youur buisness.
Makes work easier
What do you like best about the product?
How well the app is organized and information is displayed
What do you dislike about the product?
Cursor placement on a new email is at the end of the email instead of the beginning
What problems is the product solving and how is that benefiting you?
Email answering
FreshDesk stays Fresh in your head
What do you like best about the product?
The ease of use with most of the functionality, easily able to setup notifications when a customer has submitted, responded to a ticket.
What do you dislike about the product?
There are a few items in getting setup with that take some time, I have used freshdesk before just as a support agent and now i am using it as an admin before. Thought it should be a bit more simpler than that.
What problems is the product solving and how is that benefiting you?
I'm using it to help users understand how to use our product, troubleshoot minor issues.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
Recommendations to others considering the product:
If you have this product setup right, and with the right apps you can go ahead and use this to its full potential.
Mostly good, some frustration does occur though
What do you like best about the product?
I like that support is quite timely, and very responsive. When I have issues they are handled within the hour, which is very satisfying.
What do you dislike about the product?
There are issues which have been raised with the service which do not receive attention until they become business priorities; I was reviewing an issue opened in 2011, regarding erasing a contact and their communiques with a Freshdesk customer which was not handled by support until this year. I imagine this was because GDPR escalated this from being a customer concern to being a legal requirement, but all the same, if I had opened this ticket I would have been quite dissatisfied for the last 7 years.
What problems is the product solving and how is that benefiting you?
Customer support and solution record keeping.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
Good for our help tickets
What do you like best about the product?
I like that it organizes the help tickets by dept.
What do you dislike about the product?
Frequently the freshdesk site will be down (about once every 2 weeks or so).
What problems is the product solving and how is that benefiting you?
Help tickets for everything from software bugs to shipment issues (we are a shipping company).
Efficiency
What do you like best about the product?
Simple to use with the API and easy to manage on the webpage
What do you dislike about the product?
Unable to reply a ticket (API) without creating a user. All reply's need to go as agent to avoid inviting the client.
What problems is the product solving and how is that benefiting you?
Platform issues and handling data questions
Recommendations to others considering the product:
Improvements on the API, ability for the user to reply without being asked to register.
Decent affordable Helpdesk software
What do you like best about the product?
Freshdesk is very easy to set up and performs exactly as expected from helpdesk software will all the features you would need, they all update their platform on a regular basis.
What do you dislike about the product?
I would like the ability to configure SSL on my own branded support portals my self and not be forced to purchase the certificates from Freshdesk in order to have it enabled.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
What problems is the product solving and how is that benefiting you?
Easy integration of live-chat into our software
Short and sweet.
What do you like best about the product?
I like the simplicity of Freshdesk and how quick they staff are to give you support when you need it.
What do you dislike about the product?
I haven't really noticed anything i dislike at the moment.
What problems is the product solving and how is that benefiting you?
We are solving our help desk. Before freshdesk we relied on emails and our memory so lots of things were getting forgotten about. Now we are keeping better track and our business is moving forward in the correct ways.
A Decent HelpDesk Experience
What do you like best about the product?
-Easy to use
-Fast support
-Simple controls
-Fast support
-Simple controls
What do you dislike about the product?
I would prefer a hosted version to make my own changes, but that is not a dislike of the system
What problems is the product solving and how is that benefiting you?
We solved he business problem of not having a helpdesk
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