Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use program - powerful features
What do you like best about the product?
In our industry, we have a lot of customers with the same email address - this is a problem for 98% of the products we reviewed as they use email address as a unique identifier. Freshdesk let us pick what we want to use as our unique identifier though and that helped us to better cater to our customers and limit any confusion for our agents. The UI is very clean as well. This is the number one tool used by our agents each day, they can easily collaborate with one another and we can track trends. Our onboarding was fairly easy considering our former product had been in use for over 15 years. And, thankfully each time we've needed to reach out to support, everything has been answered in a timely matter.
What do you dislike about the product?
More of the AI features used to be included in the higher tiers, but now are additional. They are always nice to test though and see how far the product has come.
What problems is the product solving and how is that benefiting you?
Transparency into responses going out from everyone in our contact centers. This helps us see if the customer has called before with the same issue and how it was resolved to quickly do so again. We can also see if we have a spike in a certain issue and can better escalate it for repair.
Excellent tool for customer service/support!
What do you like best about the product?
It's very easy to keep track of things. The ticketing system is very handy and it's easy to customize settings for individual agents or groups.
What do you dislike about the product?
Editing a custom signature (specially a fancy layout with graphics) is a bit complicated. You basically have to create your signature elsewhere and just copy/paste it into freshdesk.
What problems is the product solving and how is that benefiting you?
Supporting our customers, managing customer requests and complaints.
The overall offering is excellent, but as with everything there's room for improvement
What do you like best about the product?
We enjoy the Article Solution offering the best, especially with analytics.
When I initially set up Freshdesk, we found it easy to set up with very little difficulties that their support was always on hand to assist.
We use this system 5 days a week, but it's open 24-7 to accept emails, respond automatically, in some cases, and this automation is so powerful to help us concentrate on things that really matter to the customer.
2 years later, we've integrated various apps to help our agents better and the offerings in the marketplace are slick and easy to use.
When I initially set up Freshdesk, we found it easy to set up with very little difficulties that their support was always on hand to assist.
We use this system 5 days a week, but it's open 24-7 to accept emails, respond automatically, in some cases, and this automation is so powerful to help us concentrate on things that really matter to the customer.
2 years later, we've integrated various apps to help our agents better and the offerings in the marketplace are slick and easy to use.
What do you dislike about the product?
We'd prefer some requests be implemented rather than focus on AI.
Basic things such as the ticket ordering would really go a long way to assist our agents to do better.
Basic things such as the ticket ordering would really go a long way to assist our agents to do better.
What problems is the product solving and how is that benefiting you?
Not having to use a shared email inbox, being able to gather data to determine reasons for contact which help us improve.
Great tool
What do you like best about the product?
Easy to use, with meany helpful features.
What do you dislike about the product?
The cost can be expensive based on it's competitors.
What problems is the product solving and how is that benefiting you?
User tickets to be followed and fixed quick.
Great automation capability
What do you like best about the product?
Freshdesk has some wonderful automation tools. We have increased productivity by nearly double with some of our largest support teams.
What do you dislike about the product?
Freshdesk is behind in some of the AI tools that other companies have. The gap is closing, though.
What problems is the product solving and how is that benefiting you?
Freshdesk is giving us a knowledge base and tools that direct people to it. We want our customers to self-serve as much as possible. Case deflection is a big deal to us as we scale.
Great experience
What do you like best about the product?
What I like about Freshdesk is how straightforward it is to use. The ticketing system keeps everything organized, the automation features, like ticket routing and follow up reminder, have been helpful, however, you ahve to ensure it is set-up properly. This has saved us time and making sure we respond in a timely manner
What do you dislike about the product?
One thing we’ve struggled with in Freshdesk is the lack of customization it can be hard to adjust workflows to fit exactly what we need if you are not familiar with how to set it up. We would have to call or submit email tickets to get assistance to set-up some features/automation which can be time consuming.
What problems is the product solving and how is that benefiting you?
Freshdesk has made it so much easier for us to handle customer inquiries by bringing everything into one place. Automating repetitive tasks like ticket routing and follow-ups has saved us a lot of time, letting our team focus on more important tasks.
Easy to manage
What do you like best about the product?
how to sort out the tickets by categories and the convenience to generate that report
What do you dislike about the product?
some features might cost extra in order to be used
What problems is the product solving and how is that benefiting you?
solving our issue on manually sorting out the tickets by categories
Excellent productivity and agent performance
What do you like best about the product?
The way for looking all company tickets.
What do you dislike about the product?
Maybe the learning curve for new users are dificult.
What problems is the product solving and how is that benefiting you?
As administrators, it helps us supervise daily operations by generating specific reports for different cases.
Great Ticketing System
What do you like best about the product?
We have many different departments in our Business, as such we needed a system which we can customise ourselves to include bespoke fields which also lets us create reports to be sent out automatically from Freshdesk removing the need for someone to create these.
We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.
Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis
Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.
Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes.
We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.
Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis
Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.
Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes.
What do you dislike about the product?
One draw back for me is the reporting in analytics, this only updates once per hour and each instance updates at a different time, it would be good if the data in these reports were live and read from the database or atleast an easy way to see when the database refreshed. Currently i look at the last updated date to get the time of the latest update to have an idea when the database refreshed.
What problems is the product solving and how is that benefiting you?
We used to use Outlook to manage our workloads and over time this became more and more unsustainable. Freshdesk not only had an immediate impact on our Customer response times is also improved satisfaction whist reducing complaints.
Faster
What do you like best about the product?
It's very fast and easy to use, lot's of pernalizations
What do you dislike about the product?
Some limitations inside the automation part especially for follow-up tickets.
Inside reports, there is no way to consider only the last CSAT received per ticket (for instance, if a customer gives a bad score and then leaves a good score, the system always considers both of them). There is no way to stop SLA policies during the launch break.
Inside reports, there is no way to consider only the last CSAT received per ticket (for instance, if a customer gives a bad score and then leaves a good score, the system always considers both of them). There is no way to stop SLA policies during the launch break.
What problems is the product solving and how is that benefiting you?
It helps us manage tickets faster and whit ease.
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