Freshdesk
Freshworks Inc.External reviews
3,455 reviews
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Excellent CX Solution
What do you like best about the product?
Response customer service, great reporting features, easy to use interfaces,
What do you dislike about the product?
would like a bit more customizations around reports, ticket fields, and field types
What problems is the product solving and how is that benefiting you?
transparent routing of internal communications, replaced existing contact us form
Partner that helps you succeed
What do you like best about the product?
Easy configurations and customer portal customization. Support team quick to assist and provides clarity even when their platform does not have a specific feature (they try to provide suitable workaround).
What do you dislike about the product?
Reporting on custom fields could be improved. Embedded images do not push over to Jira.
What problems is the product solving and how is that benefiting you?
Customer Support platform. Our customers love the customer portal where they can see real time ticket status.
Recommendations to others considering the product:
We are unable to upgrade to Freshdesk Mint due to customizations, so this would be a caveat to consider.
Good user experience with Freshdesk.
What do you like best about the product?
The response is lightning quick and excellent follow-ups on the request.
What do you dislike about the product?
In terms of feature enhancements, Team should be pro-active in updating on the ticket status and some status emails to be sent on the work update. This will be really helpful in terms of Customer Delight.
What problems is the product solving and how is that benefiting you?
We are using it as an effective ticketing tool to track all the customer requests/issue. The features are really awesome which eases us in the followups and resolution part.
Recommendations to others considering the product:
Yes, would definitely recommend Freshdesk.
User-Friendly Intuitive Software with Great Support
What do you like best about the product?
Flexibility in plan selection depending on your requirement and budget
Excellent support through trial and implementation
Intuitive and easy to implement, even for a non-IT user
Excellent support through trial and implementation
Intuitive and easy to implement, even for a non-IT user
What do you dislike about the product?
There are a few minor features I have suggested which appear possible through customisation but, unlike the rest of the system, require some programming skills and experience. Not a major issue though.
The reporting capability in the lower plans could be more flexible in respect of creating custom reports.
The reporting capability in the lower plans could be more flexible in respect of creating custom reports.
What problems is the product solving and how is that benefiting you?
Created a helpdesk for a multi-tenanted building which, unlike previous systems in place, is accessible to users external to our IT domain and is lot more flexible and user-friendly. All relevant correspondence relating to a ticket is available in one place and the SLA and reporting features allow for good monitoring of agent performance.
Recommendations to others considering the product:
Make use of the excellent support avaialble
It was good
What do you like best about the product?
It was impressive as the response was very quick unlike other chat platforms.
What do you dislike about the product?
Option to readily attach files in chat sessions
What problems is the product solving and how is that benefiting you?
Queries related to report
Amazing service and help desk
What do you like best about the product?
Easy to use, helpful customer service, quick response, good report for tracking.
What do you dislike about the product?
the new mint interface, I can't get my self to use it I am still in the old version
What problems is the product solving and how is that benefiting you?
Customer time response
Freshdesk is a great and useful tool
What do you like best about the product?
Freshdesk is a big improvement when supporting via email. It keeps responses from customers concise and together. It provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier to create and edit than my web site, plus solutions can be easily linked or added to customer responses.
What do you dislike about the product?
Freshdesk system prefers to have users create an account before submitting a ticket. That is a lot to ask of customers who are just looking for an answer. Because I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. Editing the customer name requires a surprising number of steps. There are many other similar issues with Freshdesk that I have reported to Freshdesk and they have promised to respond, but that was many months ago now - which makes me think they are having a hard time managing support using their own tool. Freshdesk seems to be intended for support for software companies, not consumer products. As such, it is very biased toward a semi-technical customer base. For example, for a user to get support, they must click the button that says "create a ticket". In the software world, that is very obvious lingo, however it confuses non-technical customers (in my world, the ones most likely to need support). It would be more universal to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers just because they didn't know where to start, so that often results in a phone call which is much less effective and much costlier.
What problems is the product solving and how is that benefiting you?
Freshdesk is a reasonable choice; Freshdesk is a viable solution, but is not without issues. I suspect the same could be said of any support solution, so for the price Freshdesk is a reasonable choice. Freshdesk appears to be a relatively young company with potential for great improvement. If they are successful, it will be very good to grow with them, but the decision is not without risk.
Recommendations to others considering the product:
Freshdesk is a reasonable choice and should be considered by any company looking for a complete feature-specific product that will allow many options to the daily grind.
Great for tracking, difficult to maintain though.
What do you like best about the product?
I love the time tracking! It really helps us understand where our time is being spent as a team on different clients, task types etc. The set up was difficult but the team behind the scenes at FD were brilliant. Really eager to help.
What do you dislike about the product?
FD takes quite a vast amount of time to set up and personalise. It's not very user intuitive and although the team are so eager to help I feel their response were scripted sometimes, we worked a number of the issues out by pure elimination. IT also take s lot of time to maintain, assign, tag etc. The option to see all notes relating to a client would be helpful in a central location.
What problems is the product solving and how is that benefiting you?
Customer service queries.
Recommendations to others considering the product:
Set up in your quietest period and ensure you take a considerable amount of time out to do so.
The tools is very friendly and support very reactive
What do you like best about the product?
The ticket interface is very useful.
What do you dislike about the product?
Missing data in report. I mean data on customer (reactivity, knowledge score, ..)
What problems is the product solving and how is that benefiting you?
We provide support to our client regarding our API/solution.
Prompt, precise and accurate response for a support query
What do you like best about the product?
I really admired the technical & product knowledge of the support staff. She could sort out the entire case over a call.
What do you dislike about the product?
I really like everything of it so far. I wish if I could really use all what they provide.
What problems is the product solving and how is that benefiting you?
We are using it for customer support and it helps us to respond to our customer in faster and accurate ways.
Recommendations to others considering the product:
Yes
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