Freshdesk
Freshworks Inc.External reviews
3,455 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent support
What do you like best about the product?
Very helpful and friendly support, was helped quite quickly with each question.
What do you dislike about the product?
I don't have much bad to say about the support, though the API could have been explained a bit better on the website itself.
What problems is the product solving and how is that benefiting you?
We needed to change the requester of a ticket without us doing anything.
Its Friendly user UI & it is Tech enabled CRM
What do you like best about the product?
UI & the way it is designed
API tech-enabled report session
API tech-enabled report session
What do you dislike about the product?
Reports session always will be mail, unable to extract directly from UI
What problems is the product solving and how is that benefiting you?
Hotels Service Support on Room Nights & guest / Client reqeust
Recommendations to others considering the product:
Need to have option Linking to Cloud-based Call support
Need have a friendly Reports part, where it is complicated & need to wait until the report we get the mail.
but that also not up to the mark, can't download directly.
Need have a friendly Reports part, where it is complicated & need to wait until the report we get the mail.
but that also not up to the mark, can't download directly.
Freshdesk user
What do you like best about the product?
Easy to navigate and assign tickets to customers.
What do you dislike about the product?
I do not like how they order the emails in the platform.
What problems is the product solving and how is that benefiting you?
Easy to keep track of customer
Recommendations to others considering the product:
Use all the features it offers.
Simple, Easy, Powerful
What do you like best about the product?
I like the intuitive user interface which allows for fast navigation, leading to faster customer response times.
What do you dislike about the product?
The reports are not customisable enough.
What problems is the product solving and how is that benefiting you?
Customer service prioritisation, Live chat help desk functionality.
Efficient service and great ticket tracking
What do you like best about the product?
Freshdesk organizes tickets and resolutions in a way that is easy to keep our customers up to date on how we are resolving their concerns. The customer gets notified in an email of a change to their ticket.
What do you dislike about the product?
It is a little difficult to organize and see common questions and issues that come across. If you have multiple support people looking at all the tickets, you might not catch common requests/issues.
What problems is the product solving and how is that benefiting you?
We are a software as a service company, so customers are emailing in with functionality, documentation, and glitches that might be going on. We are keeping track of those with solutions and trying to improve our product and get our help documentation to a point where customers can self-help if they prefer to do it that way. Freshdesk has a way to categorize tickets and to see how many of a type you are getting. We have used this to train our staff to better support as customer requests and questions come in.
Its fast, reliable & very helpful.
What do you like best about the product?
Best for Customer Services and record keeping. Swift to track customer's all previous queries & data. Very helpful for data analysis and to minimize the customer's problems as well as queries. Easy to understand and to use it.
What do you dislike about the product?
The major flaw I noticed is when we cannot modify it according to our needs. It should be more customized. So we can facilitate our customer more effectively & efficiently.
What problems is the product solving and how is that benefiting you?
We are using it for Customer Services. Its doing great to serve our agents and customer in a better way. Its very easy to resolve our agents & customers problems as well as queries.
Recommendations to others considering the product:
I will surely recommend other companies to use Fresh desk for Customer Support Services, reliable and very helpful. Easy to understand and use.
Powerful platform, nowhere near finding its limits
What do you like best about the product?
It's slick - it all seems to work pretty well together and it's improved our workflow, I like the interface, for the most part
What do you dislike about the product?
I think the WYSIWYG for setting up responses, sometimes getting the format right can be a real pain - it's the same as a lot of interfaces though so no worse
What problems is the product solving and how is that benefiting you?
Managing enquiries to several teams in a large organsation
Recommendations to others considering the product:
The software can only mirror the structures of your own teams, often the limitations you'll find will be with your own practises
Excellent Product - strongly recommend..
What do you like best about the product?
1. Simple UI
2. Easy to set-up
3. Support - responsive support team
4. Integrations
5. Automate certain processes
2. Easy to set-up
3. Support - responsive support team
4. Integrations
5. Automate certain processes
What do you dislike about the product?
1. Custom Reporting - can't create any advanced custom report in it.
2. Can't use OR condition in any of the rules.
3. Can't create different dashboards/views - team or agent wise.
2. Can't use OR condition in any of the rules.
3. Can't create different dashboards/views - team or agent wise.
What problems is the product solving and how is that benefiting you?
We are mainly using FreshDesk to manage our IT support requests. It is really easy to set-up. I love the ability to prioritize and assign tickets.
Annual Freshdesk review
What do you like best about the product?
I like the look and feel of the system, it is very user friendly and on the licence type I am on it is easy to configure. I also like the support you provide, very helpful and always keen to follow up to ensure satisfaction
What do you dislike about the product?
What is available on the basic licence types, but that is standard for a ticketing system, thats how you make your money!
What problems is the product solving and how is that benefiting you?
not solving any business problems but we are using freskdesk to delivery a luxury service to our customers and Freshdesk does not hinder us in any way and if I am ever unsure of anything the helpdesk is always quick and happy to help.
Recommendations to others considering the product:
Consider what licence type best suits your long term business needs
A huge leap forward
What do you like best about the product?
There are a lot of features I like in Freshdesk, however here are my top 5:
#1. Ability to see our contacts!
#2. Local control to create automations
#3. Ability to prioritise public and private Social Media contacts
#4. Easy to use reporting
#5. Open API
#1. Ability to see our contacts!
#2. Local control to create automations
#3. Ability to prioritise public and private Social Media contacts
#4. Easy to use reporting
#5. Open API
What do you dislike about the product?
There isn’t a ‘ready to use’ virtual assistant solution included within the Freshdesk help portal. The searchable help content is useful, but requires a fair amount of maintenance to remain relevant. Freshdesk are currently investigating my requirements so this may change.
The ability to create tickets in bulk is not supported without API involvement. It would be great if there was a standard feature in Freshdesk to create tickets in bulk by importing a csv file.
The limitation on the number of ticket forms allowed per account could be improved.
The ability to create tickets in bulk is not supported without API involvement. It would be great if there was a standard feature in Freshdesk to create tickets in bulk by importing a csv file.
The limitation on the number of ticket forms allowed per account could be improved.
What problems is the product solving and how is that benefiting you?
We’re trying to improve our FCR (First Contact Resolution) rate. Freshdesk provides excellent reporting to help identify when FCR goals are not being achieved, thereby allowing us to identify and resolve the issues which drive the most write-backs, and in turn save costs and improve customer service.
We’ve seen a significant reduction in Contacts Per Order by capturing required info on the dynamic contact us form.
We’ve seen a significant reduction in Contacts Per Order by capturing required info on the dynamic contact us form.
showing 1,241 - 1,250