Freshdesk
Freshworks Inc.External reviews
3,555 reviews
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Good Customization
What do you like best about the product?
The automatons and triggers makes managing our ticketing system easier.
What do you dislike about the product?
The UI is a little sluggish and sometimes can be overwhelming. The upcoming update looks cleaner.
What problems is the product solving and how is that benefiting you?
Having a location where all Knowledge Base is located has been the biggest benefit from Freshdesk. We are able to merge all of our ticketing platforms into one location while also keeping them separate depending on the teams.
Amazing Features ready to use with no additional training
What do you like best about the product?
Automation of scenarios with just a click of a button
What do you dislike about the product?
Many userul features require upgrade, Extra features should be allowed in existing plans
What problems is the product solving and how is that benefiting you?
Technical support with efficient check and balance. Monitoring productivity of agents is very easy
very slick, comprehensive software
What do you like best about the product?
interconnectivity - contacts, organisations, tickets, tags etc.
What do you dislike about the product?
missing some key features in my opinion - better reporting about KB, e.g. table of all content including published dates, and 'hits'.
Missing feedback about widget efficacy.
Missing feedback about widget efficacy.
What problems is the product solving and how is that benefiting you?
we run our Saas platform using Fresh. (well the support / customer contact part)
Its user friendly
What do you like best about the product?
Customization of the fields. Drop down options
What do you dislike about the product?
if we make any customization on the tool each we have to logout and login to see the changes.
What problems is the product solving and how is that benefiting you?
customer Service Desk
Freshdesk Review
What do you like best about the product?
The app integrations are excellent and make handling support call across administrative and technical issues easy, and by extension the lives of our Technical and Customer Success teams.
What do you dislike about the product?
There's not much we have found we dislike. The only things I would mention as hopeful features for the future are greater customization with the ticket views and the ability to respond with ticket templates.
What problems is the product solving and how is that benefiting you?
We operate a SAAS company and handle all of our support calls through Freshdesk. This tool gives us a great amount of time savings.
Great product, easy to use, and very functional
What do you like best about the product?
The email alerts are well formed and easy to read. Basic SLA's in the blossom version are spot on, not overcrowding the inbox.
What do you dislike about the product?
Unable to assign a watcher from the contacts list to a ticket or group of tickets. Sometimes the watcher has no technical experience but need to be in on the loop of tickets.
Not able to send a daily summarised email of the tickets due with or without updates.
Not able to send a daily summarised email of the tickets due with or without updates.
What problems is the product solving and how is that benefiting you?
quick oversight of the issues, and how timely the work is been done.
Recommendations to others considering the product:
Be clear of your intentions of use.
Overall, good support platform
What do you like best about the product?
Strong ticket editing ability; easy inline images injection, rich text formatting, pretty good copy/paste from other tools like Word or email. For complex tickets, this is really important
What do you dislike about the product?
Reporting is a bit weak if you want to use metrics that don't fall inside the typical.
Localization is weak in many areas (satisfaction surveys, configurable fields and statuses are English-only).
Localization is weak in many areas (satisfaction surveys, configurable fields and statuses are English-only).
What problems is the product solving and how is that benefiting you?
externally, helps us manage customer support requests.
internally, helps us manage DevOps cloud hosting requests.
internally, helps us manage DevOps cloud hosting requests.
Great!
What do you like best about the product?
How easy it is to handle my customers' inquiries. Customer can log onto my website and submit an email. The email is received by our customer support and we distribute the amount of work as necessary.
What do you dislike about the product?
Merging tickets has gotten a bit complex in comparison to the old version of Freshdesk.
What problems is the product solving and how is that benefiting you?
Customer service. We take care of our customers through this efficient platform.
VP Professional Services
What do you like best about the product?
Product: very intuitive and ready-to-go with almost ZERO efforts.
Support: is great, the immediate and professional response is highly appreciated
Support: is great, the immediate and professional response is highly appreciated
What do you dislike about the product?
Sometimes, it takes several cycles until i am able to explain what is the issue, but i would not attribute it solely to the Support team, maybe i should provide more details on the nature of the problem.
It will be great to have someone to contact the Customer (me), to clarify the issue over the phone
It will be great to have someone to contact the Customer (me), to clarify the issue over the phone
What problems is the product solving and how is that benefiting you?
Tracking and Managing tickets of my Customers.
Tracking and Managing tasks of my Team
Tracking and Managing tasks of my Team
Help desk experience improvement
What do you like best about the product?
The user interface is user-friendly and intuitive. The features and settings from an administrator point of view are excellent. It does not require specific technical knowledge
What do you dislike about the product?
The filters in "tickets" sometimes a bit confusing. It is difficult to distinguish between the "supervisor" and "observe" options, not very obvious. The dashboard is good but could be even more developed including allowing connection options to other apps to integrate other indicators and have a global dashboard for our help desk.
What problems is the product solving and how is that benefiting you?
IT user support requests. Benefits : A better engagement of our teams (agents), a greater autonomy of our users. The ability to track our performance and build a knowledge base.
Recommendations to others considering the product:
Time to markets is impressive ONLY if a serious scoping is made upstream.
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