Freshdesk
Freshworks Inc.External reviews
3,456 reviews
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Good ticketing software
What do you like best about the product?
The possibility to create a ticket, take care of all the request of our clients all in the same, easy and intuitive platform.
What do you dislike about the product?
The view of all the tickets we have, sometimes it is a little confusing.
What problems is the product solving and how is that benefiting you?
The customer service ticketing for our client's needs.
Recommendations to others considering the product:
It's easy to set and it's a good way to tracking all the needs of your client
Satisfied with the services and features provided by Freshdesk.
What do you like best about the product?
Using Freshdesk for the last 5 years provides features that are not available with Gmail or Outlook, and we are getting all of them here.
What do you dislike about the product?
Reports are being generated the next day, but they should be generated hourly, or at least one report should be available at the end of the day.
The search field should be more accurate or have an advanced search option.
The entire UI looks childish, so you should work on improving it.
The search field should be more accurate or have an advanced search option.
The entire UI looks childish, so you should work on improving it.
What problems is the product solving and how is that benefiting you?
Distribute emails to agents equally and then check the performance. Sort the emails according to the query raised and then finalize the key areas to work upon. With ticket IDs, it is easy to track a case.
Allows teams to collaborate and track KPI's efficiently
What do you like best about the product?
I like that I can leave notes, respond, make canned messages, and track client satisfaction easily. I was able to use Freshdesk with little to no training, and the updated UI/UX has only made that better.
What do you dislike about the product?
I wish that blocked messages would not be tracked in KPI's as they are blocked for a reason. Also, the help center, where you create articles is not very attractive.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to connect with our client, support them, and make sure we are accountable for the SLA's that we promise.
Solid support portal, with room for improvement
What do you like best about the product?
The system is reliable and we have had very few issues with it working as it is intended to.
What do you dislike about the product?
There are some limitations that the support team simply hasn't fixed in a long time. Any time we have asked about specific features that do not currently exist, it seems pretty clear that Freshdesk has no intention of making updates based on customer feedback. For example, changing the background color of live chat for different products so our agent knows which type of customer is writing in- the Freshdesk team just said that they can't do it. It seems like a feature that would be helpful for many people, so you'd think they would put it in a development queue.
What problems is the product solving and how is that benefiting you?
Customer service. We have been able to utilize Freshdesk as an email support channel for our customers, as well as FAQ.
Recommendations to others considering the product:
I do recommend it, but be aware that there may be some features that aren't included!
Not new to help desk software
What do you like best about the product?
The simply integration of my email and canned responses is saving my team a ton of time.
What do you dislike about the product?
I would have loved a 60-90 minute setup call rather than chatting in over and over.
What problems is the product solving and how is that benefiting you?
We are solving having multiple people on one email inbox. They now can collaborate and sew what each other is working on.
Exceptional Technical Support Team
What do you like best about the product?
The approach of various members within the Technical Support Team to make sure that issues are resolved with a prompt approach in a solution.
What do you dislike about the product?
There could be some advance admin options that allow bulk management of tickets and cases rather than relying on setting up Supervisor rules.
What problems is the product solving and how is that benefiting you?
Channelling our customer issues in one area but also providing them with a front end knowledge base to self serve better.
Recommendations to others considering the product:
Greater advance options within the Admin area to enable greater management of tickets.
Allowing a more adaptable stylesheet.
Allowing a more adaptable stylesheet.
Just an all round good system
What do you like best about the product?
Its good because the ability of Dispatch'r and automations mean that we can actually halve our workload. Makes things in the office much easier
What do you dislike about the product?
The search facility for emails can be clunky sometimes. It needs to be a bit more patient sometimes when you are typing in the information
What problems is the product solving and how is that benefiting you?
The ability of customers who are on previous versions of the application we are able to make sure that already the level of automation to get them to upgrade is much easier. Half of the tiem the issues of the customer end up being fixed by this automation
Recommendations to others considering the product:
I assume that the setup will take sometime from the start - however the support team everytime I have had to use them I have had no issues with. It is a bespoke system that lets us all do exactly what we need to and the reporting makes things much easier at the end of the month
Freshdesk has been amazing to work with
What do you like best about the product?
Automation and workflows are easy to set up
What do you dislike about the product?
Making changes after initial setup can sometimes be a challenge and the data stored can be lost if the wrong change is made
What problems is the product solving and how is that benefiting you?
Great reporting leads to better management and staffing decisions
Awsome Tool to analyse tickets
What do you like best about the product?
We are using this app to analyse the tickets created. It is simply just awesome tool. I really liked it.
What do you dislike about the product?
API key limit is the problem while fetching the data.
What problems is the product solving and how is that benefiting you?
power bi
Good work experience
What do you like best about the product?
sorting of tickets and management of the latter
What do you dislike about the product?
the latency times on the platform are sometimes annoying
What problems is the product solving and how is that benefiting you?
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