Freshdesk
Freshworks Inc.External reviews
3,456 reviews
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Data Analyst
What do you like best about the product?
Freshdesk provides an platform to control all the tickets and provide useful tools for managing customers.
The support team is fast and very useful.
The support team is fast and very useful.
What do you dislike about the product?
The user interface is rigid. It could have better appearance, like Freshchat, another tool that our company used.
What problems is the product solving and how is that benefiting you?
Managing customer is very difficult at first. However after using Freshdesk, everything is organized and we could easily scale our team to more members. It also support customizing and Dispatch rule is something we really like.
Recommendations to others considering the product:
Yes
Feature rich and easy solution for Service Desk.
What do you like best about the product?
Freshdesk is a great solution for managing service desk for Small and Medium Businesses. It can be easily customized and changes can be implemented almost instantaneously. It offers multiple communication channels and it is a very convenient way to keep track of tickets. Their availability is 100 percent and we have not encountered any downtime with them. Their mobile app allows users to manage everything on the go. Support staff is resourceful and professional. Another useful and userfriendly feature is the solutions section. This really helps in self-service of the Clients and allows us to add it our replies.
What do you dislike about the product?
There is nothing that I would dislike about Freshdesk. However, it is a bit slow but it is still faster than many of its competitors.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for application support of our software product.
Recommendations to others considering the product:
Freshdesk offers good quality service at a reasonable price. It has scope for improvement but it will definitely solve your service desk needs. Team members can collaborate on a ticket. Chats and Phone calls can be tied and easily reviewed. Support team will assist you with all your queries. This product is definitely something to try before you choose a service desk application.
Freshdesk Support Experience
What do you like best about the product?
Although my issue turned out to resolved by myself, Karthik from Freshdesk Support continued to follow-up with me to understand the sequence of events that occurred. He stuck with it and in the end nailed how the issue happened and showed me some features in Freshdesk I did not know. It was extremely helpful.
What do you dislike about the product?
Our main issue with the Freshdesk product is handling child cases. It is not how we would like to do it.
What problems is the product solving and how is that benefiting you?
It is our IT Helpdesk product. I am in the IT Department.
Recommendations to others considering the product:
Try it you might like it.
Good support, but product is not for every business mdoel
What do you like best about the product?
Support guys, reports, being able to customize ticket fields, customer satisfaction surveys, ticket templates
What do you dislike about the product?
- The idea that a customer will use all of your features. Based on a different business model, people will choose to use what suits them. You cannot expect them to use everything and your system kinda doesn't work as expected when a customer doesn't use all of your features (assigning tickets, SLA policies etc).
- You can't just link one ticket to another.
- Ticket sorting is a bit confusing. You can't sort tickets by the last requester's update, but by the last modification, which would be ok if by modification you wouldn't consider ANY system or manual or any other type of modification. That caused my team to miss the SLA on some of our tickets. Hopefully, this will be sorted soon.
- You can't just link one ticket to another.
- Ticket sorting is a bit confusing. You can't sort tickets by the last requester's update, but by the last modification, which would be ok if by modification you wouldn't consider ANY system or manual or any other type of modification. That caused my team to miss the SLA on some of our tickets. Hopefully, this will be sorted soon.
What problems is the product solving and how is that benefiting you?
Due to the customizable ticket fields, we are really going in-depth with ticket reporting and we are providing much better and deeper reports to the other teams within our company.
Recommendations to others considering the product:
Don't use the features you have on your current CS platform for granted. Check if Freshdesk has them before you switch your business over. I am 100% convinced that Freshdesk is perfect for a lot of business models, but if you are a bit specific, be completely sure that it can meet your needs.
Great value/just what we need
What do you like best about the product?
Great functionality and features for the price. I like that it is easy to use and that it's not bloated with features we don't use/need. It provides good customization at the lowest plan. Since we're an HOA and not a business, we don't spend money on admin. The board members are volunteers, and having this desk makes our jobs easier.
What do you dislike about the product?
I would like to be able to have a few more agents on our sprout plan. I know the new Sprout plan has unlimited agents, but we would lose a lot of the features if we moved to the new plan. We are still operating on the old Sprout plan which is limited to 3 agents.
What problems is the product solving and how is that benefiting you?
I am the president of our homeowners association (set up as non-profit corp). We use the help desk to field homeowner requests, complaints, questions, etc. Rather than issues getting buried in the email of our property manager, they have visibility to myself and our other board members so there is accountability. The team can work together to solve the issue, and we can track the status of everything. SO MUCH BETTER THAN EMAIL.
Recommendations to others considering the product:
Cheaper than Zendesk, new Mint UI is clean, self-help knowledge-base is nice, easy to use
Freshdesk Review from Support Team Manager Perspective
What do you like best about the product?
Quick support, layout is generally intuitive
What do you dislike about the product?
Sometimes chats and phone tickets get lost, I believe the migration to the new phone system may help with this though which is great news.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
What problems is the product solving and how is that benefiting you?
We track our support agents activity, implementation of best practices, common issues that we can get ahead of for our clients
A ticketing system to manage internal work orders
What do you like best about the product?
Freshdesk allows our team to communicate urgent and non urgent work orders and requests of staff on an organized platform.
What do you dislike about the product?
The ticketing system we have doesn’t allow for edits to be made on previously submitted tickets. Revisions come through with a new ticket number which makes it not as easy to consolidate changes in one place.
What problems is the product solving and how is that benefiting you?
We are communicating maintenance requests and setups needed. It allows for details to be listed and explicitly said and executed accordingly.
Single Platform for all Support Queries
What do you like best about the product?
Does a great job of assisting with the consolidation of support tickets from multiple sources to a single source. The core UI for logging and responding to tickets has been drastically improved in the last few months. Ample features on the free plan are really appealing, especially for startups and small & medium enterprises.
What do you dislike about the product?
While the UI of the core ticketing system in easy to use, that of the admin panel and other configurations is certainly more complex and has a steep learning curve. The pricing is a bit prohibitive (especially for early-stage companies) if one opts for a paid plan as it operates on a per agent per month pricing model.
Text formatting of auto-reply emails is fixed and looks quite pedestrian.
Text formatting of auto-reply emails is fixed and looks quite pedestrian.
What problems is the product solving and how is that benefiting you?
Consolidating support tickets from multiple sources into a single source with basic analytics across clients was the need of the hour. This was achieved after configuring Freshdesk to our satisfaction.
Superb so far, only a week into live usage
What do you like best about the product?
Intuitive interface, very easy to use with no training, clean and tidy layout. Support response is quick and really helpful. Levels of user is a great idea too so staff can have access without being a full time agent, although we are still using the free version at present, I'm sure we will upgrade once we are utilising it fully.
What do you dislike about the product?
Not much yet, have had a bug with a company being deleted, but have been offered a workaround to close it. It would be nice to be able to turn off auto emails when you create a ticket manually and leave them on for incoming emails for clients, but this may be an upgrade option?
What problems is the product solving and how is that benefiting you?
We were using an email folder for our support and using Outlook categories to assign issues and manually sending a generic response, as well as tracking issues in Trello, which was very time consuming. We now have to simply allocate the issue to a user and our users are already tracking their issues using the Portal, meaning we've added to our customers positive experience too.
Recommendations to others considering the product:
You can do a full free evaluation, no trial period, so you can get a good feel for how it works knowing what you would get when you go live. Great to test all the functionality in the 1st package.
FreshDesk - Handy Support tool
What do you like best about the product?
The User Experience. I've used FD in the past for over 3 years and the User experience is pretty straightforward. Navigation is quite simple alongside other features.
What do you dislike about the product?
The reporting is still an unclear area fro FD I guess. The reports are buggy most of the times and not accurate.
What problems is the product solving and how is that benefiting you?
Manage Support single-handed.
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