Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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Great support + customer service
What do you like best about the product?
Very helpful and responsive support help desk
What do you dislike about the product?
Cannot restrict/set time limit for agents to access certain tickets/groups. EG. Allow this agent to access certain groups on weekends only.
What problems is the product solving and how is that benefiting you?
Tickets from two different emails - different senders - accidentally merged into one.
Freshdesk = Client Communciation
What do you like best about the product?
It has a great GUI first of all. I really like the look and feel of the product
What do you dislike about the product?
As such nothing. Everything is great to me. I loved working on handling client tickets for my company.
What problems is the product solving and how is that benefiting you?
Client Company Relationship.
Recommendations to others considering the product:
You would know that this is the best
Freshdesk helps us streamline tasks &communication, all while growing relationships with our clients
What do you like best about the product?
I like that we can assign tasks to Jira through Freshdesk & leave private notes for each other.
What do you dislike about the product?
As an agile component I'd like to be able to assign my own titles to the Dashboard & update those as our needs change.
What problems is the product solving and how is that benefiting you?
We have a small team & use Freshdesk as a way to streamline communication with each other & our clients. We're able to track our progress & respond to our clients more quickly which has been a real boon.
great product and support team
What do you like best about the product?
very intuitive and straightforward tool.Great possibilities to adapt the tools as per the business needs. Easy to learn and great support team, knowledgeable and with immediate help in case it is needed.
What do you dislike about the product?
Would be great to have a tips and tricks paet included to ahow all the possibilities and to look for hoe to set up freshdesk as per the business needa
What problems is the product solving and how is that benefiting you?
Customer service improvements and metrics
Simple Easy Service
What do you like best about the product?
The simple layout and flexibility of automations.
What do you dislike about the product?
I wish there was a description of what all of the automation rules did.
What problems is the product solving and how is that benefiting you?
I'm automating our service desk so that anyone who is new can pick it up easily and be sent reminders on what steps they should be following. Loving the system so far, its letting me build a simple work flow that our new agents will be able to follow easily.
Recommendations to others considering the product:
Sign up for a trial, do a demo. The support team at freshworks will walk you through every aspect. They can really show you what the platform is capable of.
Better customer support
What do you like best about the product?
As a manager, I can monitor the level of customer requests so I can better anticipate high intensity phases and therefore better prepare the operational team.
Then, I can easily follow the operational staff's answers.
Finally, the possibility of having several portals allows you to address different populations while maintaining a single back office.
Then, I can easily follow the operational staff's answers.
Finally, the possibility of having several portals allows you to address different populations while maintaining a single back office.
What do you dislike about the product?
We don't have a testing platform, so all the changes we make are directly in production. This can create problems for operational staff and customers.
What problems is the product solving and how is that benefiting you?
Thanks to Freshdesk, we have significantly reduced customer response time. Thus we were able to increase their satisfaction.
In addition, the tool provides an efficient dashboard that allows us to present data to the board.
This allows us to show them the quality of our customer service.
In addition, the tool provides an efficient dashboard that allows us to present data to the board.
This allows us to show them the quality of our customer service.
Powerful helpdesk solution
What do you like best about the product?
Multi-channel access, scenario automation, custom fields, built-in reporting tools, and plenty of options to split/merge/link tickets.
I'm also enjoying the new Mint UI so far; it's flexible and a nice improvement.
I'm also enjoying the new Mint UI so far; it's flexible and a nice improvement.
What do you dislike about the product?
The Mint UI has some questionable space-saving, like truncated text on the Group/Agent field and an overly condensed formatting toolbar for replies. There's more than enough whitespace to expand both. The main dashboard page isn't too useful for us either.
Finer control over SLAs and channel access would be great. We're trying to bring in more teams but some are specialized with hours or contracts that differ from our core support team (e.g. no phone/chat).
Our developer says there are odd limits on dispatcher rules and API calls for pulling ticket data and managing custom fields. We love automating wherever possible so more power here would be awesome.
Finer control over SLAs and channel access would be great. We're trying to bring in more teams but some are specialized with hours or contracts that differ from our core support team (e.g. no phone/chat).
Our developer says there are odd limits on dispatcher rules and API calls for pulling ticket data and managing custom fields. We love automating wherever possible so more power here would be awesome.
What problems is the product solving and how is that benefiting you?
Problem: Technical support for small/med/large customers on Google G Suite as well as other cloud services and software
Benefits: Vastly increased organization, collaboration, and responsiveness to customers
Benefits: Vastly increased organization, collaboration, and responsiveness to customers
Recommendations to others considering the product:
For small teams, you'll need a separate paging solution if you don't have enough agents to cover a 24x7 help desk. We've been happy with PagerDuty.
Helpdesk that fits
What do you like best about the product?
Email to ticket conversion in few steps: It´s very easy to configure an email account and convert them to tickets.
Social Networks: Integration with Facebook and Twitter, so I can answer all questions and direct messages from my clients.
Live chat: It´s easy to add a chat into my website
Customizable interface, Multiple languages, Escalation, Multiple SLA´s
Cloud- Hosted
The Knowledge base can be populated according to my services
I can use my own email servers, so I can manage all incoming/outgoing emails
When we close a ticket, The system send a satisfaction survey, which helps us to improve our work
Social Networks: Integration with Facebook and Twitter, so I can answer all questions and direct messages from my clients.
Live chat: It´s easy to add a chat into my website
Customizable interface, Multiple languages, Escalation, Multiple SLA´s
Cloud- Hosted
The Knowledge base can be populated according to my services
I can use my own email servers, so I can manage all incoming/outgoing emails
When we close a ticket, The system send a satisfaction survey, which helps us to improve our work
What do you dislike about the product?
There´s no integration with Instagram or whatsapp yet.
It´s not possible to have agents in different plans in the same portal
The only way to add agents is by email address
It´s not possible to have agents in different plans in the same portal
The only way to add agents is by email address
What problems is the product solving and how is that benefiting you?
Satisfaction of my customers, Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats, It´s easy to add or delete agents whenever I want.
Now I can manage all requests from my customers and notify them about the status of the tickets.
Now I can manage all requests from my customers and notify them about the status of the tickets.
Recommendations to others considering the product:
Everything is Cloud-hosted. It´s easy to add agents and add users to Self-Service Portal.
You can export Enterprise Reports into multiple formats
You can offer several ways to communicate with your customers (Social, Chat, Email, Phone, Self-Service portal)
Price is too cheap for benefits
The Technical support is excellent,
You can export Enterprise Reports into multiple formats
You can offer several ways to communicate with your customers (Social, Chat, Email, Phone, Self-Service portal)
Price is too cheap for benefits
The Technical support is excellent,
Excellent Support
What do you like best about the product?
The support is always super helpful and informative. Friendly agents who get back to you really quickly.
What do you dislike about the product?
I've not found anything I don't like about Freshdesk in the 4 years I've been using it.
What problems is the product solving and how is that benefiting you?
All of our email comms in one place and the ability to all jump in and grab tickets for colleagues if needed
Freshdesk cares
What do you like best about the product?
When I log an issue or query Freshdesk staff are quick to respond and often have a solution ready and waiting
What do you dislike about the product?
I would like more freedom to change the information gathered when tickets are automatically raised from the live chat tool
What problems is the product solving and how is that benefiting you?
Identifying product issue trends and feeding into the Analox continuous improvement plan with real data gathered from our products in the field
Recommendations to others considering the product:
Talk to the sales engineers, they will help sandbox your requirements so they can better meet your need
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