Freshdesk
Freshworks Inc.External reviews
3,456 reviews
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Freshdesk Usage
What do you like best about the product?
1. Easy Usage
2. Great Support
3. Clean Design
2. Great Support
3. Clean Design
What do you dislike about the product?
1. Issue with costumizing according to our needs
What problems is the product solving and how is that benefiting you?
Customer Tickets for problems
1. System is in order
2. easy to track orders
1. System is in order
2. easy to track orders
Simple to use
What do you like best about the product?
Took us about a week to setup, good integration to SalesForce and our email (Google) system
What do you dislike about the product?
We use Google Phone system, and our missed calls are sent to our support email. We haven't tested everything yet, but it seems to be an issue with playing back the Voice Mail. We just don't know where to look i guess
What problems is the product solving and how is that benefiting you?
Copy and Paste of images into body of email when we reply. Email trace of support request. Account Integration with SalesForce
Recommendations to others considering the product:
The email integration (replies, assign emails to others) and pasting an image in the body of the reply is great! You can actually change the email owner (main contact) when you merge two tickets together.
Good, and getting better.
What do you like best about the product?
I like that feedback we deliver is considered for the future. Freshdesk offers great support for their product. It handles nearly everything we want to do for a fairly affordable price.
What do you dislike about the product?
Their iPhone and Android app can be frustrating at times. Our support team is primarily mobile and the phone app is something we use on a very regular basis. Sometimes it doesn't work how you expect it to, or just acts a bit buggy. You also can only add 1 work phone number per contact. Our clients often have 5-10 numbers they will call us from and 4 out of 5 times we don't know who is calling us because we can't link more than 1 phone number to an individual.
What problems is the product solving and how is that benefiting you?
We've been able to provide excellent support to our clients while getting good metrics on what kind of support we are providing as well as the most common issues. This allows us to address those common issues in a different way, like adding an article or video to the Solutions page to direct customers with the same question to help themselves, relieving our agents to handle the more fragmented issues.
Clean
What do you like best about the product?
The clean UI and the small attention to detail given
What do you dislike about the product?
Many issues in the Mint Version - still unresolved despite communication
What problems is the product solving and how is that benefiting you?
Everyday emails/escalations are in one place forever
Good email server with better data analysis strategy in built.
What do you like best about the product?
Segregation. Ability to get necessary data out from the software when waorking out outcomes and work load.
What do you dislike about the product?
Unable to edit 'to' section if I create an email.
What problems is the product solving and how is that benefiting you?
Data Analysis.
Great ticketing system
What do you like best about the product?
It is easy to use and the support received has been good
What do you dislike about the product?
There is not much to dislike about using Freshdesk
What problems is the product solving and how is that benefiting you?
Assisting customers
Internal support
What do you like best about the product?
I am an independent contractor working with a company that uses freshdesk for managing internal support. It is very straight forward for creating tickets. There are different fields to select category before the ticket is submitted. Once the ticket is received, they can add updates and communicate back and forth on the ticket. I am able to login and view all of my open and resolved tickets.
What do you dislike about the product?
The look and feel of freshdesk is a little outdated. The forms could be updated. I have not major issue with the functionality from the user perspective. The company previously used the message board functionality for social customer service. The message boards have very limited functionality. The navigation through the pages and steps to find what you were looking for was very cumbersome. They have switched to a new provider for message boards but continue to use the ticketing in fresh desk.
What problems is the product solving and how is that benefiting you?
I am an independent contractor working with a company that uses freshdesk for managing internal support.
Incredibly Simple Interface
What do you like best about the product?
The admin center is very well designed. There are tons of apps to choose from to enhance what you can do with Freshdesk compared to other customer service software solutions, and they're so easy to add. Managing everything that an admin manages is a breeze.
What do you dislike about the product?
The trial was a bit quirky. I wanted to start the trial from the free plan to see what I'd be missing and slowly work my way up the list to see which plan suites my team and situation best. Instead, I was started from estate which is above our needs and project budget and when I went to "downgrade my trial" to free I was completely switched over and I couldn't go back. My mistake, but it would be a nice feature for onboarding customers nonetheless.
What problems is the product solving and how is that benefiting you?
We are currently utilizing a home-grown customer service solution that our .NET developer coded back in 2015. The customer service team was using an Excel sheet to track their "ticket" history at the time. He imported that Excel sheet into a database and quickly built an interface for them to CRUD "tickets". However, he wasn't allowed to spend much time on it as it was a busy time and it never got revisited. This solution is basically a glorified Excel sheet in the sense that he gave them a different interface that simply updates a database with the ticket information. There's no authentication, no real reporting solution, no contacts table with contact history, no ticket history, no administration, or anything like that. The images also don't show up correctly and it doesn't support anything but a .jpg, .png, or .gif. Having all of the features that Freshdesk (and other customer service software) offers is going to introduce a lot of efficiencies for both the CS team and IT team.
Great support
What do you like best about the product?
The response time is great and the quality of it is even better.
What do you dislike about the product?
The code editor can be so much better. Sometimes I have to reload the page to continue using it.
What problems is the product solving and how is that benefiting you?
IT Services Operations. It helps us to manage tickets and request in a better way.
Excelente support
What do you like best about the product?
Very friendly and excellent support. We only had 1 problem yesterday, and we received immediate support.
What do you dislike about the product?
Upon now, everything has been very good with the service received. No comments.
What problems is the product solving and how is that benefiting you?
Organize clients requirements and assign responsibilities to our agents.
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