Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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External reviews are not included in the AWS star rating for the product.
Over the hump
What do you like best about the product?
The flexibility to create so much myself within Freshdesk and to have the system action it.
Your creations are not just empty check-boxes.
Your creations are not just empty check-boxes.
What do you dislike about the product?
Inability to search check-boxes
Inability to create logic filtered views for agents
Inability to create logic filtered views for agents
What problems is the product solving and how is that benefiting you?
The customer portal meant we could forgo sending out an excel sheet with weekly updates.
Now our clients can see updates whenever they choose to and keep us on our toes
Now our clients can see updates whenever they choose to and keep us on our toes
Recommendations to others considering the product:
Trial it fully
Put a lot of time into it to ensure it's right for you
Put a lot of time into it to ensure it's right for you
Fresh start
What do you like best about the product?
The user interface is friendly and the features fits our company needs
What do you dislike about the product?
We are in the early implementation process right now, so our experienced is based on testing. Thus far, we have not find a dislike at this point.
What problems is the product solving and how is that benefiting you?
We needed a centralized application to manage all services, sales opportunities, and support portals (emails, phones, and chats). This will enable us to identify trends, opportunities, and efficiently work with customers.
A Helpful Support Platform
What do you like best about the product?
Easy grouping and monitoring of emails. Having different ways to look at the company/status/age of support emails helps ensure quality responses from our team.
What do you dislike about the product?
Search function isn't the greatest. We use Freshdesk as a support platform, knowledge base, and, to a lesser extent, a forum host. Searching through all the various posts/emails that have accumulated over the years (about 3 years of use) doesn't always return the smartest results. Using filters instead of the search usually gets the job done though.
What problems is the product solving and how is that benefiting you?
Freshdesk helps our support team keep track of issues and questions from our clients. Much easier than using personal email accounts, and with greater transparency and easier collaboration. It allows us to provide a more timely, consistent service to our clients and allows our team members to be more effective at other, non-support-related tasks.
Nice solution for HR
What do you like best about the product?
It was really easy to setup the basics but there are a whole bunch of advanced customization options. We were able to get a really nice looking knowledge base setup pretty quickly. This allows our employees to find the answers to their own questions before asking us common questions.
What do you dislike about the product?
They have a "theme gallery" for portal customizations but pretty much everything in there costs hundreds of dollars.
What problems is the product solving and how is that benefiting you?
We wanted an easy to use knowledge base for our employees. The customer portal allowed us to have quick and easy search functionality.
We have been using Freshdesk for almost 5 years now
What do you like best about the product?
That Freshdesk is so intuitive and effective.
What do you dislike about the product?
We are located in Germany. Therefore it is a sad thing that Freshdesk is not yet DSGVO / GDPR compliant.
What problems is the product solving and how is that benefiting you?
We implement our entire ticket accounting via Freshdesk.
Great helpdesk support
What do you like best about the product?
Helpdesk staff very polite and patient. I've always had a solution to my issues.
What do you dislike about the product?
It is not easy to find a way to export specific data. For example when hitting the Export button in Contacts, it always exports all contacts, there are no filters available.
What problems is the product solving and how is that benefiting you?
Helpdesk.
Gift Card
What do you like best about the product?
What do I like best is the FAQ analytics.
What do you dislike about the product?
What do I dislike is the Pricing of Freshdesk.
What problems is the product solving and how is that benefiting you?
Customer support.
Works well and looks great!
What do you like best about the product?
The new user interface is beautiful definitely well designed with perfect accent colours.
What do you dislike about the product?
Quite costly for a ticketing system, however, the features that come with that cost is quite nice.
What problems is the product solving and how is that benefiting you?
It is mainly for IT support. The dashboard has been very beneficial to provide the best support we can for others.
Recommendations to others considering the product:
UI looks beautiful but the ease of use of gone down. I had to provide one-on-one training to help individuals get to learn how to use the new UI.
Simply Awesome
What do you like best about the product?
Ease of options available in freshdesk for agent to facilitate requester.
What do you dislike about the product?
Unavailability of whatsapp integration. Facebook integration is also limited.
What problems is the product solving and how is that benefiting you?
We are achieving One call resolution by implementation of Freshdesk.
nice and friendly interface, easy to use
What do you like best about the product?
fast to get used to, solutions section,
What do you dislike about the product?
can't add an agent on a break, affects the SLA
What problems is the product solving and how is that benefiting you?
IT support handing requests.
Benefits - decreased cost
Benefits - decreased cost
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