Freshdesk
Freshworks Inc.External reviews
3,455 reviews
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Amazing product!
What do you like best about the product?
The UX of the platform is very well designed. Everything is easily accessible and engaging for the users. Reports available are all very useful! The agents picked it up really quickly and we even went live in peak! We're in the process of building up our customer support page which will further enhance our use of Freshdesk.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
What do you dislike about the product?
The variances aren't very flexible. Running a a report from Monday to Wednesday for example, compares to the three days before that, rather than the previous Monday to Wednesday. However, I have raised this with Freshdesk and is with any feature request like this, it's fed back into the development team. The product is always evolving and they encourage their users to suggest improvements.
What problems is the product solving and how is that benefiting you?
We were using a different solution for every contact channel. We now have everything all in one platform which has improved service levels, customer experience, internal communication and customer satisfaction.
Freshdesk as a ticketing system
What do you like best about the product?
Ease of use - most useful features are free
What do you dislike about the product?
Nothing to dislike except perhaps a short delay after updating using the API. There are probably good reasons (read consistency ?) for that
What problems is the product solving and how is that benefiting you?
Ticketing System for recording customer issues
Freshdesk excels
What do you like best about the product?
Freshdesk excels at organizing all the information I need to work with. Merging tickets alone makes all the difference, but requiring fields and collecting all the information I need to work is incredible. The flexibility in where I can reply is great too, and I love keeping my tickets organized in so many ways.
What do you dislike about the product?
The way editing ticket titles is dependent on the incoming nature of the ticket, which is odd but not a huge deal. The lack of customizing the order in Status sorting is annoying sometimes.
What problems is the product solving and how is that benefiting you?
Client correspondence, in far more efficient and organized a fashion than email provides.
Prompt
What do you like best about the product?
I like how Suprabha keeps on following up with us and making sure that our issues and/or concerns were addressed.
What do you dislike about the product?
I did not dislike anything. Nothing to say
What problems is the product solving and how is that benefiting you?
Challenge in viewing tickets without importing a CSV file.
Freshdesk makes issue management easy
What do you like best about the product?
I like how easy it is to sort and categorize tickets. Not just tickets owned by me, tickets can be ordered by groups, users, or other self defined criteria. And you can easily save any new sorting you do for use in the future.
What do you dislike about the product?
I am a bit hesitant about letting freshdesk control my email. I prefer to send email directly from my mail client. A lot of how we use freshdesk is for internal use only, so I don't like the feeling that I may accidentally send private info out. Freshdesk does a pretty good job of working around this. It can take a CC or a forward and turn it into a ticket.
What problems is the product solving and how is that benefiting you?
We mostly use Freshdesk to manage our workflow. A lot of the tools built into it are for bosses, but we ignore most of that (like deadlines and reports about ticket completion and open tickets etc...) We mostly use it to share what everyone is working on, and if someone needs to hand off a job to someone else, they can just give them the ticket and all the info associated is in one place.
Recommendations to others considering the product:
Freshdesk has the tools to manage workflow and track productivity. We did have some issues with inventory control, but that might be outside of Freshdesk's scope.
Implementing Freshdesk
What do you like best about the product?
The best part about Freshdesk is how user friendly it is, very seemless.
What do you dislike about the product?
There were a minor few communication issues, but all in all it was fine.
What problems is the product solving and how is that benefiting you?
Able to have all tickets in one place, and delegate them out accordingly.
Good features, good support
What do you like best about the product?
I like the pricing and features. And they kept us on the very first plan.
What do you dislike about the product?
The freshdesk roadmap is not clear for each plan.
What problems is the product solving and how is that benefiting you?
One number for each support ticket.
The Interface is Great Only Exceeded by Customer Support
What do you like best about the product?
I love the clean look of the original interface and the new Mint interface continues that same commitment to quality. I also find the fact the customer service to be very responsive, knowledgeable and helpful.
What do you dislike about the product?
That you cannot blacklist a specific inbound email address. I love the fact that you can create special inbound email address on the fly (e.g. test24@mydomain.freshdesk.com). But it would be great if there was a way that one of those inbound emails could then be turned off to not even generate a ticket. We have probably nearly 200,000 spam emails that were created when one of our inbound emails got compromise. I know I can set up rules to immediately mark as spam, but it still creates a ticket.
What problems is the product solving and how is that benefiting you?
Tracking of tickets auto generated by software in our system. Managing feedback from people about the product. Tracking requests for feature enhancements.
Recommendations to others considering the product:
Look at your agent cost when figuring out how to use this. Although it is possible to share agents it is not recommended and gets confusing.
Brilliant Customer Service
What do you like best about the product?
Response time of customer service when dealing with a query
What do you dislike about the product?
Nothing - its perfect for our company and its needs
What problems is the product solving and how is that benefiting you?
We have been able to monitor the telephone service we supply for our customers and understand areas in need of refining and training for the staff.
Recommendations to others considering the product:
It's brilliant for a small company in need of a helpdesk ticket software.
Smooth application with excellent customer interaction/collaboration features
What do you like best about the product?
Customer collaboration is easy to manage and ensures smooth resolutions when things go wrong
What do you dislike about the product?
limitations on reporting, functionality within the ticket auto assign
What problems is the product solving and how is that benefiting you?
Customer service management, issue resolution
Recommendations to others considering the product:
Manual workarounds required to achieve full functionality, however support on hand to assist where possible
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