Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Good Support system
What do you like best about the product?
It's very intuitive and easy to use. You can customize and have different portals to target different clients and manages all in one place, also it support different languages. Have great integrations, like Jira, so you can work with different departments and track the status of the issues reported by different clients.
What do you dislike about the product?
The report section needs to be more robust. Right now, it gives you just predefine fields. I would like to create my own reports with the data in the system.
The mobile app doesn't allow you to manage the live chat, only the help desk tickets.
The mobile app doesn't allow you to manage the live chat, only the help desk tickets.
What problems is the product solving and how is that benefiting you?
We were trying to find a support system that allows us to manage tickets, chats and different self-service portals. Freshdesk had all the features we need it for a great price. Also, we need it a system that allows different integrations with other systems like SalesForces, Jira, Zap, etc and this system has decent plugging for that. Since we need it different types of portals (different branding) for different types of customers FReshdesk was a great option.
Recommendations to others considering the product:
It's a great product. However, if you need an amazing "Live Chat" system that allows you to manage your incoming chats for different devices, like mobile, maybe this won't be the right fit for your business.
A Modern Helpdesk System
What do you like best about the product?
Modern interface which has all the information you require in one place, if it is not presented on the dashboard, you're only a few clicks away from where you want to be.
What do you dislike about the product?
I wouldn't say dislike but rather it could be improved if the dashboard was customiseable. The plus is side that I fed this back to freshback and they have acknowledged the feedback
What problems is the product solving and how is that benefiting you?
Helpdesk, easy to use.
Still has some shortcomings
What do you like best about the product?
I like how tickets are kept separated easily
What do you dislike about the product?
Formatting of emails and solutions is poor, it is not easy to organise ticket views the way I would like, and from forums it appears that requests for changes in how Freshdesk works have been ignored for 4 years. It is hard to keep track of tickets where some has added a note for you.
What problems is the product solving and how is that benefiting you?
Keeps email inboxes clear, organises tickets
Simple to use support platform
What do you like best about the product?
The process of setting up our freshdesk was very simple. Furthermore, their offering is very comprehensive (from chat, to forums, to solutions). It covers all of our requirements.
What do you dislike about the product?
I was very disappointed in all of the issues with their new UI. It starts by not loading properly within google chrome after you first login (this is a terrible first experience, and I'm not sure how it isn't being prioritized). Furthermore, after being logged in, the new UI does not have all of the old features (like github integration)
What problems is the product solving and how is that benefiting you?
Support, chat, etc
Great for growing company
What do you like best about the product?
That the system is can grow as the company grows..
What do you dislike about the product?
The new mint version was down for 2 to 3 days.
What problems is the product solving and how is that benefiting you?
Organizing customer emails from various locations. The chat feature is a great way to interact with our customers.
Recommendations to others considering the product:
Take it bit by bit it can be overwhelming at first.
Seamless multi-channel support for your customers
What do you like best about the product?
The journey of a ticket end to end! being able to set dispatch, observer, supervisor rules and customer notifications helps create a robust customer support experience. Tied in with ticket fields this also leads to very useful MI. We also use Freshdesk as a key part of our customer experience when a customer buys one of our bikes, keeping them up to date on the build of their order through to despatch.
What do you dislike about the product?
That Mint is taking to long to get live, we would be able to use it now if they allowed agent chat on the Mint interface but we keep getting told its in the development queue.
What problems is the product solving and how is that benefiting you?
We are solving our customer service and improving customer sales experience. The benefits come from the reporting as long as you utilize ticket fields properly.
Recommendations to others considering the product:
Plan out your Dispatch, supervisor and observer rules in advance to ensure your tickets stay on track. Training staff to update ticket fields accurately and when required is key for reporting.
User-friendly and simple
What do you like best about the product?
The fact that working with the ticket is very similar to email - it's a user-friendly way to reply, forward, or add notes. I love being able to add custom statuses - that is very helpful for our company. I also like the visual layout of Freshdesk - it's intuitive, visually appealing, and easy to see what's going on with your tickets. I like the ability to add tasks and reminders.
What do you dislike about the product?
I wish that views were more customizable - that you could exclude certain tags, priority levels, etc from a view.
What problems is the product solving and how is that benefiting you?
We did not have a good way to record received support requests and how we resolved them - now we do. Freshdesk has helped me track the status of tickets, know what I need to do with them, and make sure we take care of them in a timely fashion.
Freshdesk for begginers
What do you like best about the product?
Freshdesk is very fluid, it offers a lot of options to seek the right advice before getting back to a client.
What do you dislike about the product?
A feature that i think could be added, or maybe I have yet to find where it is located, is an easier way to close a ticket without the client receiving the notification. Or if they email back saying "thanks" it shouldnt open back up again.
What problems is the product solving and how is that benefiting you?
We are helping clients with their websites, promotional material, and ticketing to live events.
Freshchat Questions
What do you like best about the product?
When I called in, the rep was able to answer me questions and make better suggestions for products.
What do you dislike about the product?
The 1st person I got on live chat was slow, took 3-5 minutes to respond, and ultimately was not able to answer my question.
What problems is the product solving and how is that benefiting you?
We are solving simple customer service issues, but we are upgrading to Freshchat for better conversions.
A complete helpdesk system
What do you like best about the product?
Being able to assign customized statuses, types and views for tickets. Ability to integrate Facebook messages from customers.
What do you dislike about the product?
New emails don't function like 'normal' emails: 1) they are auto-assigned as 'closed' - have to manually go in and change the status 2) do not have a 'bcc' function 3) do not save as drafts - if you click off the page, everything is lost. Forwarded tickets also do not have a bcc function nor do they save drafts. Replies are received as private notes when they should be as new responses on a ticket.
What problems is the product solving and how is that benefiting you?
Inbound message triage - having one person be able to manage all inbound messages with ease. Will likely explore more of the automations as we go along (Supervisor/Disptach'r/Observer, etc.).
Recommendations to others considering the product:
If you need a full-feature helpdesk solution, this is it! Great for large companies with multiple product support channels.
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