Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great customizability, needs UI improvements
What do you like best about the product?
- Helpful email automations with SLA policies, status changes
- Ability to sync with multiple channels
- Integrations with legacy ticketing systems
- Reporting capabilities, analytics in beta
- Ability to sync with multiple channels
- Integrations with legacy ticketing systems
- Reporting capabilities, analytics in beta
What do you dislike about the product?
- Restrictions on removing unwanted status types
- Issues providing public URLs to those who submit a ticket (currently requires them to create their own Freshdesk account and login to check ticket status)
- Difficulty adding group email addresses as an agent
- Non-intuitive solutions page (knowledge base) design even if the user is familiar with HTML
- Issues providing public URLs to those who submit a ticket (currently requires them to create their own Freshdesk account and login to check ticket status)
- Difficulty adding group email addresses as an agent
- Non-intuitive solutions page (knowledge base) design even if the user is familiar with HTML
What problems is the product solving and how is that benefiting you?
- Integrate with a third-party customer support team, who uses a legacy system
- Incorporating a phone number hosted by the third-party customer support team
- Full views tracking responses from multiple agents to avoid overlap
- Historical ticket referencing for customers following up on past issues
- Knowledge base development
- Incorporating a phone number hosted by the third-party customer support team
- Full views tracking responses from multiple agents to avoid overlap
- Historical ticket referencing for customers following up on past issues
- Knowledge base development
Not a fan of the Update.
What do you like best about the product?
I like that it is easy to use, but it is not dependable with this new update.
What do you dislike about the product?
The new platform is not as easy to use. There is a delay and lag time and the app is down quite frequently or doesn't record the time or there are missing entries. I miss the small time tracker that could easily be placed in the corner of my screen so that I could see the time tracker.
What problems is the product solving and how is that benefiting you?
I love that customers have several options to submit a support ticket. They can go to our portal page and enter a ticket or submit their request via a customized email that funnels into our support system.
A simple tool to start recording support tickets.
What do you like best about the product?
Its simple to integrate with gmail and to bring team on same page while still using free version. It's best tool if you want to start building support function at your organisation.
What do you dislike about the product?
If you want to use premium features you will have to pay very high per user. They have multiple paid plans but you will have to buy costliest plan to get all premium features.
What problems is the product solving and how is that benefiting you?
We use freshdesk for collboration in support team and manage support team which we have at our organisation. It helps us in following things
a) To keep track of email which are coming to support email address.
b) To keep track of status of each ticket in terms if it is pending on customer or our internal team.
c) to track performance team.
d) To calculate CSAT score of individuals.
a) To keep track of email which are coming to support email address.
b) To keep track of status of each ticket in terms if it is pending on customer or our internal team.
c) to track performance team.
d) To calculate CSAT score of individuals.
Recommendations to others considering the product:
A goto software for Support teams.
Finding options you want in settings is like spelunking a dungeon.
What do you like best about the product?
There are a lot of options, if you want to set something up a specific way, it might exist, but good luck finding out how.
What do you dislike about the product?
The options are had to find anything in. It is 100% faster to google search and find someone complaining about the same issue than to actually intuitively navigate the settings.
What problems is the product solving and how is that benefiting you?
We needed a ticketing solution, knowledge base, forum, and facebook integration, it provides those.
a little clunky and buggy. Some nice features
What do you like best about the product?
General responsiveness of the website and tickets search feature is strong
What do you dislike about the product?
Some features do not work well such as the colleague ticket view feature which is not 100% accurate and some template text field bugs. (you start typing and the cursor sometimes go back up at the beginning of the text box...strange)
What problems is the product solving and how is that benefiting you?
We log call tickets and receive customer requests through our CRM (Activix). Our knowledge base and chat system (Freshchat) is also integrated directly to the CRM.
Recommendations to others considering the product:
Try their trials, it's worth it! We use Freshdesk for tickets and Freshchat for chat sessions integrated to our CRM software and it works well.
Great effort, some logistical issues
What do you like best about the product?
Tiered business model....buy only what you need. Very nice gui. I like the way they designed the response time/resolution time collection. Solid reporting capability.
What do you dislike about the product?
They are based...and I mean solely based...in India. Therefore communication is challenging. They try their best to compensate, but its been challenging.
Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.
Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.
What problems is the product solving and how is that benefiting you?
Communication barrier is significant. Time zone issues. No live tech assistance.
Good product, would recommend for small teams
What do you like best about the product?
Very simple to use, self explanatory and no need for training or to follow any help guides.
What do you dislike about the product?
Merging jobs together can be painful. Sometimes it does it by itself, based on subject and this can often be wrong. When you need to split them this can be a bit buggy. The job you split should be removed from the previous job, sometimes it sits at the bottom of that job as well as splitting into a new job.
What problems is the product solving and how is that benefiting you?
For small teams this is perfect, you can easily assign jobs to team members and make sure everyone has enough to be getting on with.
Multi Site Email to Ticket Tool
What do you like best about the product?
Simplicity out of the box, cloud hosting with the option to locate in Dublin was very helpful in terms of data residency.
What do you dislike about the product?
Not quite as feature rich as larger competitor products.
What problems is the product solving and how is that benefiting you?
Removal of Outlook to manage email, also for a multi-site business enhances business and operational resilience by allowing multiple teams to work together.
Recommendations to others considering the product:
Assess the functionality available carefully.
Ticket Tracking
What do you like best about the product?
I enjoy how simple the software is to use and the fact that it is web based so nothing to install.
What do you dislike about the product?
I do wish there were a few more features like the ability to drag and drop an email into a new ticket.
What problems is the product solving and how is that benefiting you?
This has given us the ability to let our users request help directly through our website.
Great Help Desk Software
What do you like best about the product?
Fresh desk is a simple help desk software that all our staff can pick up easily
What do you dislike about the product?
customisations on our help desk main page
What problems is the product solving and how is that benefiting you?
Fresh desk has helped improve our support workflow
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