Freshdesk
Freshworks Inc.External reviews
3,455 reviews
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Managing a cs team of 3 + temps using Freshdesk
What do you like best about the product?
setting rules, flexibility setting up new views and organising the workflow
What do you dislike about the product?
Merging tickets is messy and appears messy for agents.
What problems is the product solving and how is that benefiting you?
Organising our workload with flexibility in using views, priorities and rules. Canned responses.
Freshdesk, great ticket system at a fraction of the price of Zendesk!
What do you like best about the product?
Freshdesk contains almost all of the features of Zendesk but comes with absolutely fantastic sense of humour with loading screens and "lost" page messages.
The inspiring login messages are a great boost to my team in the morning!
The reporting system is clean and easy to use at-a-glance
Support can be a little slower than i'm used to but they respond within 2 hours and have not failed to provide me with the information required.
The inspiring login messages are a great boost to my team in the morning!
The reporting system is clean and easy to use at-a-glance
Support can be a little slower than i'm used to but they respond within 2 hours and have not failed to provide me with the information required.
What do you dislike about the product?
SSO setup is a little more complicated than i would like, but their support team is very helpful with this.
The range of apps are a little small compared to Zendesk but is growing rapidly and contains nearly all the apps i wanted (it is missing complete customisation of hiding ticket fields based on groups) if this was integrated without a separate app installed from their app page this would push fresh desk even higher and make me 100 percent happy with turning down Zendesk
The range of apps are a little small compared to Zendesk but is growing rapidly and contains nearly all the apps i wanted (it is missing complete customisation of hiding ticket fields based on groups) if this was integrated without a separate app installed from their app page this would push fresh desk even higher and make me 100 percent happy with turning down Zendesk
What problems is the product solving and how is that benefiting you?
Reporting and ease of viewing tickets, whilst giving our clients access to a custom built support guide repository.
The ability to split our departments and see only the tickets that are relevant is fantastic.
The ability to split our departments and see only the tickets that are relevant is fantastic.
Recommendations to others considering the product:
Defiantly consider this over Zendesk, it has almost all the features at a fraction of the cost.
They are very friendly and even extended our trial to let us be sure this product was for us.
They are very friendly and even extended our trial to let us be sure this product was for us.
Freshdesk portal review
What do you like best about the product?
The best thing is the feature that the website already have when some is raising a new ticket the suggested solution appears on the right side of web page.
I think it will be more helpful to the user.
I think it will be more helpful to the user.
What do you dislike about the product?
In the agent portal homepage when I check the resolved and closed ticket, its color is very light. instead of it, we can use the showing text like Finished To-Do List
What problems is the product solving and how is that benefiting you?
We are using it for our internal support. So that we can know how many queries we receive in every month.
what is our success ration for solving new tickets? And most important now we can use to build our knowledge base to our team and user or ticket requester as well
what is our success ration for solving new tickets? And most important now we can use to build our knowledge base to our team and user or ticket requester as well
Recommendations to others considering the product:
Since it is a nice working platform to build own support portal. We should try at least one time to get more familiar to the whole system.
nothing to complain about
What do you like best about the product?
The best feature is when you reply to a ticket, FreshDesk automatically starts with "Hi [FirstName]". It sounds silly but it saves so much time and it's super useful. I also like that when I add a new customer you can just add "full name" and it some how divides it into fname and lname. So that's pretty cool
What do you dislike about the product?
I don't like the way they sort tickets. For some reason I just find the navigation of open and closed tickets to be sorta clunky. also, I setup my notifications to get an email when a ticket is assigned to me and when I click the link in my email, it doesn't open the ticket in freshdesk for some reason so I just copy/paste the ticket id into freshdesk which is also slightly annoying.
What problems is the product solving and how is that benefiting you?
We are able to track every customer support ticket in one place. We can also see a history of tickets per customer and see how much time they actually take to support etc.
Recommendations to others considering the product:
one of the great time savers is that form that looks like an "contact us via email" type form but really it searches the answer to the question the person is asking. This form saves our support team from answer tickets b/c the person can get their own answer.
Overall a great value for money, feature-rich with fast and friendly support team
What do you like best about the product?
First is value for the money! The interface is very user-friedly, easy to navigate and administer. Love various automatic options such as Dispetcher, Supervisor and Observer. Other great features we find very useful are Email-to-Kbase and customer support portals. Also ability to instantly add day passes for occasional agents.
Freshdesk Support team is very efficient, friendly, helped me as an administrator to set and understand many things. I am very greatful.
Freshdesk Support team is very efficient, friendly, helped me as an administrator to set and understand many things. I am very greatful.
What do you dislike about the product?
The fact we cannot edit or remove some default fields from Ticket properties. The fact it's not flexible enough in some situations, like when we need to create a new ticket that is NOT initiated on behalf of 3rd party or customer, but rather agent themselves is a requestor.
The fact there's no option to edit font size in replies and notifications, or set up different font styles..
The fact there's no option to edit font size in replies and notifications, or set up different font styles..
What problems is the product solving and how is that benefiting you?
Freshdesk was set up for our department (not company overall, as we use ticketing systems) to improve customer experience and support processes, as we develop more applications. It gives us an opportunity to serve our internal customers in a more timely manner and provide them with web-based customer support portal for instant solutions.
Recommendations to others considering the product:
Recommend as great value for the money!
Excellent product
What do you like best about the product?
The interface is simple and intuitive. Customer service is exceptional.
What do you dislike about the product?
Some small bugs here and there that are fast resolved after reporting.
What problems is the product solving and how is that benefiting you?
The complexity of customer service. It makes it easy for our team to communicate all issues.
Great ticketing platform
What do you like best about the product?
simplicity, personalization, app
it is a complete platform but it is easy to use and integrate
the app is great but also web interface is very efficient
it is a complete platform but it is easy to use and integrate
the app is great but also web interface is very efficient
What do you dislike about the product?
price...a little bit too much for small businesses...anyway free version is great
a little bit rigid roles organization and notifications
customers contacts database should integrate with other addressbook services
a little bit rigid roles organization and notifications
customers contacts database should integrate with other addressbook services
What problems is the product solving and how is that benefiting you?
Customer care...basic support requests
Recommendations to others considering the product:
Maybe one of the best tt platform outthere
Fantastic way to track customer interactions and tasks
What do you like best about the product?
Other coworkers in my team can access emails from customer so customer gets much faster response. You do not need to rely on the customer hitting "reply all". I love the corresponding phone app that works seamlessly.
What do you dislike about the product?
I honestly have not found any issues yet.
What problems is the product solving and how is that benefiting you?
Better customer interaction within my sales team. We have have open access to customer tickets and can see previous interactions.
Good support, easy to set up
What do you like best about the product?
User interface is good, support helped out well!
What do you dislike about the product?
Had some forwarding issues, but solved them
What problems is the product solving and how is that benefiting you?
Ticketing.
Great email management software
What do you like best about the product?
The support you receive from Freshworks. Responses are almost immediate and they are always willing to go the extra mile to make sure you understand and are ok.
What do you dislike about the product?
The launch of Mint was made with bugs that are taking a long time to fix.
What problems is the product solving and how is that benefiting you?
Improve customer satisfaction and relations
Improve collaboration between departments
Improve collaboration between departments
Recommendations to others considering the product:
The support is great and they help with the implementation of the software. The reporting functions are useful and it appears that it can be used across numerous industries.
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