Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Good support desk software with lot of customization option available
What do you like best about the product?
Easy ticketing system
Supports ALL THE DIFFERENT CHANNELS (Email, Phone, Chat, Website)
Good Reporting
Supports Automation & Trigger for different events in the system
Supports ALL THE DIFFERENT CHANNELS (Email, Phone, Chat, Website)
Good Reporting
Supports Automation & Trigger for different events in the system
What do you dislike about the product?
Rest endpoints take time to respond
A limited number of calls to API's
Ticket Portal can be improved in terms of design & speed
A limited number of calls to API's
Ticket Portal can be improved in terms of design & speed
What problems is the product solving and how is that benefiting you?
We used it to create security incidents identified in the client's company network.
Benefits are as follows:
1. Company/Client wise account creation
2. Supports Customization & automation using trigger and webhook
Benefits are as follows:
1. Company/Client wise account creation
2. Supports Customization & automation using trigger and webhook
Freshdesk - an easy to use and effective software
What do you like best about the product?
Freshdesk lets you connect your existing apps with API easily. Easy to use admin interphase. You can easily control the things that you are going to let the agent view. Easy to create a custom dashboard and monitor your numbers live. They have a wide range of marketplace apps that enables you to customize your accounts.
What do you dislike about the product?
You can not hide different ticket fields without using the custom-built app. Parent-child ticketing is very complicated to understand. Suitable to use for email/chat support teams but not that great for voice support.
What problems is the product solving and how is that benefiting you?
We have our entire customer support team working on Freshdesk. The L1 team creates tickets on behalf of the customers, and the L2 team solves those tickets in real-time and updates the customers. As our app is also integrated with Freshdesk via API, the customers also can see and reply to the tickets easily and directly from the app.
Freshdesk is a versatile tool for succeeding in a modern support environment.
What do you like best about the product?
The interface makes the job easier and has many channel connections, and is easy to use.
What do you dislike about the product?
It is difficult to make internal adaptations, and it is not well received when the response is that "...we will need a separate development to adapt a couple of ticket fields or something...".
What problems is the product solving and how is that benefiting you?
We adapted quickly to the IT problems from many customers with various operational methods, even creating a separate IT department.
Recommendations to others considering the product:
It is very easy to use, but if you have multiple customers with different needs, you will need a separate development for them. It is necessary to have separate forms for each product.
Easy-to-use support software
What do you like best about the product?
That is very user-friendly. Within a couple of weeks, I had already learned how to use it.
What do you dislike about the product?
Support rarely helps with the issues I have. Usually, I have to find the answers myself or the problem goes unsolved.
What problems is the product solving and how is that benefiting you?
Fast time reply to our customers and easy creation of support content.
Good basic service, lacks features that make it top-notch
What do you like best about the product?
Clean layout, lots of built-in components like caller & chat
What do you dislike about the product?
can only use view to see your tickets (no kanban board), search isn't great, chat lacks a lot of features that are almost basic on other products
What problems is the product solving and how is that benefiting you?
manage customer communication, good all-in-one-place solution
Fairly Simple to Use/Understand
What do you like best about the product?
Freshdesk has a pretty simple layout, so it was pretty easy not to get lost when submitting invoices or looking for help on specific projects.
What do you dislike about the product?
It worked fine for submitting contractor invoices, but there was nothing special about it that really stood out.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to submit invoices for work I have completed.
Freshdesk - easy to use, but, there are bugs
What do you like best about the product?
The best feature is the auto allocation of tickets in Freshdesk. No matter how many agents work on the platform, the auto allocation works like a charm, without duplication or repeated occurences of the same task.
What do you dislike about the product?
There are bugs while sending emails, where in the same email id sent twice to the customers or clients. Even though this does not happen everytime, no one wants to send the same thing twice. It feels like spam.
What problems is the product solving and how is that benefiting you?
Freshdesk helps in bulk emailing the clients as well as have many template options which can be created, instead of typing the same matter again.
Good, but not great
What do you like best about the product?
Decent tool for an AIO solution. Everything is built into the same system, so it is consistent when it comes to building.
What do you dislike about the product?
Poor support staff. Some of the tools are not user-friendly (for example, the form builder is unusable unless you have coding experience. Other tools have a simple builder integrated for standard users).
What problems is the product solving and how is that benefiting you?
We were using it for our UKs support/sales staff.
An Omnichannel Customer Service Desk for company of any size- plus its Made in India!
What do you like best about the product?
Omnichannel- can easily integrate all channels of customer service reporting into one (chat, email, social, call etc). Secondly, it's very intuitive for a layman to set it up. Third, for areas where one is lost, the sales support team quick to respond and helps us understand the limits and potential of the product. Fourth- integrations with extended apps and APIs is less troublesome as compared to its partners.
What do you dislike about the product?
1. Reporting could be better. Certain metrics (such as turnaround time) could be built in/deduced from timestamps.
2. Some automation features are limited in their scope
3. Removing users: Couple of years back when we launched the product- it was really difficult to remove users and add new ones, once the quota of a plan is saturated. I think it was due to platform transitioning. Shouldn't be a problem now to add/delete users.
4.Integration: Also would like to mention its integration with 3rd party service providers such as Exotel, isn't that easy. Hence calling metrics may not be data rich.
5. Notifications at Scale: Cross platform notifications (app/browser) is not quite mature. Notifications are missed when scale of ticketing is large (eg- 10 tickets every second)
2. Some automation features are limited in their scope
3. Removing users: Couple of years back when we launched the product- it was really difficult to remove users and add new ones, once the quota of a plan is saturated. I think it was due to platform transitioning. Shouldn't be a problem now to add/delete users.
4.Integration: Also would like to mention its integration with 3rd party service providers such as Exotel, isn't that easy. Hence calling metrics may not be data rich.
5. Notifications at Scale: Cross platform notifications (app/browser) is not quite mature. Notifications are missed when scale of ticketing is large (eg- 10 tickets every second)
What problems is the product solving and how is that benefiting you?
1. Single platform for all our customer queries.
2. Seamless chats to ticket conversion: Helps to know history of a ticket
3. Generating tickets at scale for internal tasks via system: Sequencing is easy (LIFO/FIFO)
2. Seamless chats to ticket conversion: Helps to know history of a ticket
3. Generating tickets at scale for internal tasks via system: Sequencing is easy (LIFO/FIFO)
Simple and Powerful
What do you like best about the product?
It is easy to know which ticket is assigned to whom and its level of urgency.
What do you dislike about the product?
Difficult to see more tickets at once/ run reports on performance.
What problems is the product solving and how is that benefiting you?
Keeping track of the issue resolution process and which agent aids the customer through it.
Recommendations to others considering the product:
Canned Responses are quite powerful
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