Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great Support Staff
What do you like best about the product?
Staff is knowledgeable and helpful. They work hard to help resolve our problems.
What do you dislike about the product?
Sometimes support calls / chats are not answered.
What problems is the product solving and how is that benefiting you?
Help desk ticketing system
Recommendations to others considering the product:
Not sure
Good ticketing system
What do you like best about the product?
The Freshdesk dev team does a great job working with us to customize our portal to look like our company website.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
What do you dislike about the product?
Further development of the Discuss feature should include the ability to add a discussion to a ticket after discussion terminates so the content isn't lost when discussion is closed, similar to the chat feature.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
What problems is the product solving and how is that benefiting you?
One business problem we are solving is customer communication/satisfaction.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
Recommendations to others considering the product:
Be sure to weigh how Freshdesk will integrate with the other programs currently used by your company (ex: CRM, CMS, email provider, developer control repository, etc).
Freshdesk needs some improvements
What do you like best about the product?
Knowledge base system
Dashboard tab
Assigned Agent system:easily escalate to other agents
Dashboard tab
Assigned Agent system:easily escalate to other agents
What do you dislike about the product?
No BCC
Email Template: Why these were not arranged in order?
Email Template: Why these were not arranged in order?
What problems is the product solving and how is that benefiting you?
Tracking email from customer. Can track and trace for email.
Recommendations to others considering the product:
Need to improve before I recommend
Great potential
What do you like best about the product?
The tool is full cloud, very flexible, really simple to configure and it is possibile to create different rules to manage different SLA for the customers that a company have to manage.
What do you dislike about the product?
Sometimes you can encounter in some annoing bugs that can make you waste a lot of time. (even with the new "mint" interface)
What problems is the product solving and how is that benefiting you?
We have finally introduced (now it's 2 years) a real Support for our customer.
Multifunctional and inexpensive customer support system
What do you like best about the product?
I love powerful ticket system.
We use that system with slack notification.
We use that system with slack notification.
What do you dislike about the product?
In Japan, Knowledge base function is not better.
The search function is weak.
The search function is weak.
What problems is the product solving and how is that benefiting you?
It is possible to manage the inquiry management of many customers with one central management method.
Recommendations to others considering the product:
very good choice when you want to use powerful support systems.
Freshdesk for small retail customer services
What do you like best about the product?
VERY clear pricing, you know exactly where you stand, and the support is very swift and competent - able to quickly identify issues and offer solutions.
What do you dislike about the product?
Wish they allowed a free technical user, i don't like the idea of the occasional daily user.
What problems is the product solving and how is that benefiting you?
Customer service, multi geographic locations and management visibility
Convenient customer care system
What do you like best about the product?
Freshdesk is a good solution for customer care in SMEs. It is easy to onboard new users on it and can do more (with intelligent routines) if needed.
The system automation and the management of related tickets are good features.
The system automation and the management of related tickets are good features.
What do you dislike about the product?
Some routines have limited options, which make it hard to fully customize them.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to offer fast and reliable customer service on all our channels - and no customer would ever get overlooked.
Great potential
What do you like best about the product?
The new admin UI is clean and efficient. I like how the sections are organized. It's intuitive.
What do you dislike about the product?
The difficulty to customize the templates of the front office. The difficulty to use as a Saas tool for serverless websites.
What problems is the product solving and how is that benefiting you?
We want to help our app users with a knowledge base and make it easier for our agents to update the content and rearrange it.
Recommendations to others considering the product:
Think of your customization needs. The templating possibilities are sometimes limited and it's difficult to test your updated design locally, no sandbox provided by Freshdesk.
It was good to work on Freshdesk
What do you like best about the product?
1) Easy communication and tracking.
What do you dislike about the product?
Tracking is difficult.Can be more organised
What problems is the product solving and how is that benefiting you?
Software
easy deploy, user friendly
What do you like best about the product?
a lot of features that makes sense compared to our previous ticketing system. simple things like bcc and email campaigns
What do you dislike about the product?
the spam filter needs a lot of work, we are constantly having to deal with filtering these out
What problems is the product solving and how is that benefiting you?
cost and scalability
Recommendations to others considering the product:
if you get volumes of spam, you may need to be creative
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