Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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External reviews are not included in the AWS star rating for the product.
As a user of ZenDesk, I tried FreshDesk...
What do you like best about the product?
Whilst it takes a bit of getting used to, FreshDesk is just as good as ZenDesk, but the real benefit is their amazing support, which is almost instantaneous.
What do you dislike about the product?
It's always difficult to move from a system that you already use, to a new system, but sometimes, the pain can be worthwhile.
What problems is the product solving and how is that benefiting you?
Online help for our new website, plus chat support and ticket desk. It's not as restrictive as others in the market, and their business model seems to suit growing businesses, all the way to large corporations.
Intuitive, engaging, reliant, powerful and versatile support engine
What do you like best about the product?
Comprehensive help and how-to documentation.
Fast and reliable support service provided.
Engaging education courses (webinars etc.)
Customizable and powerful automation.
Transparency and overall usefulness of ticket and report system.
Multi-channel support integrated in the system (widget, email, forum and knowledge base...).
Fast and reliable support service provided.
Engaging education courses (webinars etc.)
Customizable and powerful automation.
Transparency and overall usefulness of ticket and report system.
Multi-channel support integrated in the system (widget, email, forum and knowledge base...).
What do you dislike about the product?
Option to restructure articles in Solutions into more than 3 levels of depth (category>folder>article) should be present in all billing plans.
Formatting issues and inconsistencies during creating/editing articles.
Bug fixes and enchantments (i.e. new feature requests) should be implemented more often. New versions should be rolled-out more frequently.
Freshdesk mobile app should handle push notifications (e.g. when ticket is created and the mobile app isn't turned on).
Formatting issues and inconsistencies during creating/editing articles.
Bug fixes and enchantments (i.e. new feature requests) should be implemented more often. New versions should be rolled-out more frequently.
Freshdesk mobile app should handle push notifications (e.g. when ticket is created and the mobile app isn't turned on).
What problems is the product solving and how is that benefiting you?
Through Freshdesk, our customers report application issues that they encounter, which I'm able to handle through the use of Freshdesk's ticketing system.
Since I'm currently the only member to provide direct support, ticket deflection through Solutions section on support platform is immensely helpful.
Requests (from our marketing team) to allow access to our product are passed via Freshdesk, thus making it official channel for handing invitations and permissions for our app product.
Since I'm currently the only member to provide direct support, ticket deflection through Solutions section on support platform is immensely helpful.
Requests (from our marketing team) to allow access to our product are passed via Freshdesk, thus making it official channel for handing invitations and permissions for our app product.
Recommendations to others considering the product:
Make sure to check out Freshdesk's extensive and detailed documentation.
Even 'Sprout' had given us a great way to help our customers.
What do you like best about the product?
We really use the " Dispatch'r" " function to send auto replies to initial customer enquirers, and it works really well!
Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.
Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.
What do you dislike about the product?
We only scratch the surface of this system - I wish we could make use of more of it's offerings as it looks great ... but as far as what we 'dislike', I can't think of anything !
What problems is the product solving and how is that benefiting you?
Auto replies to initial enquiries.
Recommendations to others considering the product:
You have to give it a go, once you see inside you realise quite how much it can do.
Handling Tickets Made Easy
What do you like best about the product?
I loved that I could easily customize it to fit our needs without being on the phone with the support team for hours and how user-friendly it is. I could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks.
What do you dislike about the product?
Need support for more channels for instance Whatsapp. Also, few features which earlier offered as a part of free plan have been moved to Paid Membership. For instance, Custom Ticket Fields.
What problems is the product solving and how is that benefiting you?
We needed better reporting and root cause analysis of all our customer mails and were doing it manually. Freshdesk dashboards served our purpose.
Freshdesk Review
What do you like best about the product?
Service is really good thing about freshdesk
What do you dislike about the product?
Sometimes it is difficult to connect to freshdesk
What problems is the product solving and how is that benefiting you?
NA
Excellent Technical Assistance
What do you like best about the product?
Quick and courteous response to my requests. Easy to configure and maintain. Very customizable.
What do you dislike about the product?
Only contact is by email. It wold be helpful to have a phone number to call for support. The phone support functionality is not ready for use. We tried it and had to diable it.
What problems is the product solving and how is that benefiting you?
Security Certificate request and installation.
Smooth Gmail integration
What do you like best about the product?
Huge time-saver that our users don't have to log in to "yet another account" to submit IT tickets.
What do you dislike about the product?
Still discovering the ins and outs of FreshDesk, especially with the new beta redesign, so dislikes have yet to be determined. The beta redesign (aka Mint) has many bugs, but that's why it's in beta, so that can't be held against them. Annnnd.... they welcome bug-reporting feedback, responding quickly to help resolve it.
What problems is the product solving and how is that benefiting you?
Eliminating another set of login credentials for our staff (via Google integration). Also a user-friendly GUI is a huge plus.
Fast and easy to use
What do you like best about the product?
easy to use and the general dashboard. Manage lot of customers.
What do you dislike about the product?
Minimun reports, you cant do a control of work hours I mean, if all of our customers has 20 hours/year, i cant control this from the interface (to do that the first 20 has no cost, and the rest yes).
What problems is the product solving and how is that benefiting you?
Business IT Support.
Recommendations to others considering the product:
Easy to use, great main global dashboard.
Excellent CX Solution
What do you like best about the product?
Response customer service, great reporting features, easy to use interfaces,
What do you dislike about the product?
would like a bit more customizations around reports, ticket fields, and field types
What problems is the product solving and how is that benefiting you?
transparent routing of internal communications, replaced existing contact us form
Partner that helps you succeed
What do you like best about the product?
Easy configurations and customer portal customization. Support team quick to assist and provides clarity even when their platform does not have a specific feature (they try to provide suitable workaround).
What do you dislike about the product?
Reporting on custom fields could be improved. Embedded images do not push over to Jira.
What problems is the product solving and how is that benefiting you?
Customer Support platform. Our customers love the customer portal where they can see real time ticket status.
Recommendations to others considering the product:
We are unable to upgrade to Freshdesk Mint due to customizations, so this would be a caveat to consider.
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