Freshdesk
Freshworks Inc.External reviews
3,456 reviews
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External reviews are not included in the AWS star rating for the product.
Great Tool with, unsurprisingly, great customer support
What do you like best about the product?
Robust features, responsive support, good UI
What do you dislike about the product?
Dashboard, reporting and analytics do not provide helpful info.
What problems is the product solving and how is that benefiting you?
Technical Support issues
A great Helpdesk solution
What do you like best about the product?
Ease of use. Intuitive. Helpful customer support.
What do you dislike about the product?
I wish there were more features at our current level, especially with reporting.
What problems is the product solving and how is that benefiting you?
Customer Service tickets, unification of issues for quick turnaround.
Co-Founder / CTO
What do you like best about the product?
Ease of use on the setup. Was very clear!
What do you dislike about the product?
Perhaps too many packages to choose from?
What problems is the product solving and how is that benefiting you?
Support requests from our website.
Maintaining conversations in a better place to share and collaborate on issues vs. email threads that are stateless.
Maintaining conversations in a better place to share and collaborate on issues vs. email threads that are stateless.
Recommendations to others considering the product:
Identify your needs and test it out for the free trial period.
We use freshdesk to handle our customer demands, contact suppliers and other service providers.
What do you like best about the product?
The design is pretty sober and i can agglomerate the data I need rather quickly. Whenn somethiong does not work as supposed for me, customer service helps me out promptly via chat.
What do you dislike about the product?
I think I could use some more detailed information on unresolved tickets at a certain times, for example my backlog at 5pm on friday. Analyzing the productivity of an agent could nbne easier, as well. The exports are pretty complete, but not user friendly enough.
What problems is the product solving and how is that benefiting you?
I can channel the customer demands, guarantee tracability and dispatch work efficiently between employees and external service providers.
Simple. Smart.
What do you like best about the product?
Easy working with Tickets, Customer Relations and a good Tool to focus on resolving Tickets. One of the best Tools for smaller Companys!
What do you dislike about the product?
Right now, I did not know anything special what I do dislike, well sometimes there are to many clicks to put the the Ticket into the right Team and Priority.
What problems is the product solving and how is that benefiting you?
Task and Tickets, we have no other Tool for this and this help us growing and building an good infrastructure
Freshdesks helped us a lot with customer support.
What do you like best about the product?
That email and online portal ticketing is seamslessly integrated
What do you dislike about the product?
the mobile Web UI, it never seems to work OK on my android phone.
What problems is the product solving and how is that benefiting you?
Before Freshdesk we used some local server with Sugar CE, and that was far from what we needed, there were no notifications to the agents, no customer portal to see the status and interract, no automation (or we didn't set it up right) and every now and then the harddrive of the server went bad or mem and we had to do the mainenance on the HW. We really needed a hosted solution for at least not have to maintaine the soft and hardware.
so far so good
What do you like best about the product?
user interface and ability for us to connect with our customers in an easy professional manner... ie forums, announcements and knowledge base.
What do you dislike about the product?
The import was a little challenging and required help from the third party agencies
What problems is the product solving and how is that benefiting you?
We were having issues implementing multiple SLA and business rules with our previous system. FD also gave us the ability to auto-assign tickets which is very helpful.
Recommendations to others considering the product:
absolutely
Question following integration with Freshworks
What do you like best about the product?
Ease of use, ability to create agents, group agents, and create auto assignment rules.
What do you dislike about the product?
Haven't used it long enough to dislike anything yet.
What problems is the product solving and how is that benefiting you?
Were looking for a replacement help desk solution due to our previous one dropping requests.
Pleasant support system
What do you like best about the product?
Pleasant, modern and user-friendly system to interact with my customers.
What do you dislike about the product?
The old UI used to be a bit clumsy at times, but this has improved since the 2018 redesign.
What problems is the product solving and how is that benefiting you?
Keeping track of user support requests, making sure suggestions and complaints are solved and followed up.
All the Features We Need
What do you like best about the product?
The variety of features. I cannot think of anything we need that it doesn't have. Even though we don't use all of the features at this point, we will use them as we grow.
What do you dislike about the product?
There is nothing particular about Freshdesk that I don't like. I have had to use Freshdesk Support myself a few times when I had trouble doing things, but it has always worked well, and I get good help from Freshdesk Support.
What problems is the product solving and how is that benefiting you?
Freshdesk has everything we need to have a professional, full-functioning customer support system. It handles our user guides and support tickets, making it easy on the admin side and the customer side. I like the flexibility of plans, as it can cover our needs as we grow..
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