Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Generally good
What do you like best about the product?
It helps us keep in contact with customers for support well.
What do you dislike about the product?
Some of the UI is awkward. e.g. the need to set the issue type before closing is annoying.
What problems is the product solving and how is that benefiting you?
Support for customers. Didn't have to build our own solution
essential app for business
What do you like best about the product?
- generally very simple to use
- personalised solutions, faq, etc page for your business
- very impressive support
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- personalised solutions, faq, etc page for your business
- very impressive support
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What do you dislike about the product?
-$ per user per month + restricted essential features & only accessible on the higher plans
- restricted collaboration (e.g. assign ticket to no more than 2 staff)
- lack of visuals (graphs, swim lanes like Jira service desk)
- some tricky set-up (e.g. DKIM)
- restricted collaboration (e.g. assign ticket to no more than 2 staff)
- lack of visuals (graphs, swim lanes like Jira service desk)
- some tricky set-up (e.g. DKIM)
What problems is the product solving and how is that benefiting you?
email ticketing system
very good management of email correspondence, history, threads, etc.
task management
collabatoration
very good management of email correspondence, history, threads, etc.
task management
collabatoration
Recommendations to others considering the product:
If you have not been exposed to any ticketing system, Freshdesk is your first and only choice.
It's got problems, but it's an okay tool in general
What do you like best about the product?
It's got the features we need. Their support is wonderful and very helpful. The latest Mint interface visuals look nice and clean
What do you dislike about the product?
The UI is not the best, some things take a lot of time to get used to and you desperately want to rearrange some parts of the menu
What problems is the product solving and how is that benefiting you?
We use their service to manage and funnel our customers' requests and feedback and accept feature requests
Recommendations to others considering the product:
Zendesk is still better but this one is pretty workable and they develop and get better with time. I've spent 5 years working with Zendesk though and liked it very much, so it may be subjective. Writing this now I also understand that I am not providing enough feedback to Freshdesk about my thoughts and pains and needs and that's on me. Maybe they could provide me with a better UX if I let them know what I deem to be a better UX =D
And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing
And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing
Great Follow-up
What do you like best about the product?
It is nice that we are able to integrate it with Facebook which is one of our primary channels for questions/comments.
What do you dislike about the product?
Would like to be able to integrate Instagram's messenger system into Freshdesk (just like Facebook)
What problems is the product solving and how is that benefiting you?
One area to house most of our customer service supper
Make Support Easier and Better
What do you like best about the product?
Easy to follow and manage support tickets of our customers.
What do you dislike about the product?
There is nothing that i don't like on this product. For a small company like ours is the free licence a very good thing
What problems is the product solving and how is that benefiting you?
We are a Software-Company also providing IT_Services to our customers. With freshdesk we apporved out SUpport, when more then one Teammember is working on the same case
Freshdesk - a great customer service tool with great customer service
What do you like best about the product?
The ability to get a quick overview and manage support questions over multiple timezones easily by adding smart customizable automation workflows.
What do you dislike about the product?
When we started, I had the feeling the customer service was a bit more proactive to solve things for you, while they take a more responsive attitude now that the product has gained in features and that is part of the greater Freshworks app-suite
What problems is the product solving and how is that benefiting you?
Problems to solve for our own users in a timely manner. We could not handle this via simple e-mail messaging anymore.
Recommendations to others considering the product:
Freshdesk is a great tool with good automation workflow options to reduce the busy-work like managing (individual) support question assignments.
I am an experienced Customer Service Agent. Some Good some not so Good
What do you like best about the product?
The interface is good. I like the ease and flow of the software
What do you dislike about the product?
I dislike the fact that it doesn't integrate with Fresh Chat. This causes a number of issues. I also wish I could structure the Groups a bit better. Having trouble with the social chat as well
What problems is the product solving and how is that benefiting you?
We offer software support to multiple properties.
Recommendations to others considering the product:
Make sure to understand the issues around Freshdesk Chat and Fresh Chat.
Overall very functional site.
What do you like best about the product?
The UI seems pretty easy to use and the metrics / groupings is helping us better manage resources as well as see where we might need more. The rules engine seems easy to use. We do have a couple unique use cases and they help us brainstorm different potential solutions.
What do you dislike about the product?
We are using their API to create tickets and have run into issues regarding a particular use case we have. They are still looking to solve this issue.
What problems is the product solving and how is that benefiting you?
Consolidation of support tickets / issues. Better metrics and decreased duplication of work. With the metrics we can better monitor where more issues are to help with a better distribution of work. We were managing issues via multiple mediums and have been able to consolidate this to just Freshdesk. We are also using Freshsales and looking at Freshchat.
Recommendations to others considering the product:
Get your use cases defined prior to implementation to help that process go smooth.
Mostly a good experience, and they are willing to help.
What do you like best about the product?
The ability to use other products that can be linked to Freshdesk. We use Jira for our level 3 tickets so being able to link the two systems together is really nice.
What do you dislike about the product?
There is a lack of reporting capabilities, the chat system could use a but of an upgrade. There are actually several issues with the chat system, but I won't go into them all. I am working with their troubleshooting team right now to try and get it working so we can implement it onto our website.
What problems is the product solving and how is that benefiting you?
Basic troubleshooting for issues our customers are facing when using our website. The iPhone app is nice, and makes it easier to work while not in the office.
Recommendations to others considering the product:
There isn't very good reporting options, and the chat system isn't as good as it can be, but it looks like they are working on it to get it where it needs to be. But overall Freshdesk is easy to use and a good product.
Support reps are very attentive
What do you like best about the product?
The system allows you to be in contact with your clients easily and notified when they are needing assistance. They interface is intuitive and helpful.
What do you dislike about the product?
I have had issues searching for clients in the past. I had to check not only them as users but then through the magnifying glass in the top right (mint theme).
What problems is the product solving and how is that benefiting you?
I have quick response to my clients and they can contact us whenever they need. I also know if something is a major issue or not based on the emails sent directly to the linked address.
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