Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great Customer Service!
What do you like best about the product?
Very simple to use and user friendly. Had (what I thought) would be a major issue, called the CS team. Answered the call immediately, understood the issue and fixed the problem in minutes. very impressed
What do you dislike about the product?
often get multiple tickets for the same issue based on "fwd", "re:" etc being in the subject, if the ticket is opened directly in the system or emailed in.
What problems is the product solving and how is that benefiting you?
Support Ticketing system
Mostly content
What do you like best about the product?
Slack integration in the Mint version is not as expected
What do you dislike about the product?
Mint version not allowing us to change the requester when pushing a ticket from slack to Freshdesk.
I've had a forum ticket opened for months asking for the update as this is a showstopper for us. Nothing updated so far.
I've had a forum ticket opened for months asking for the update as this is a showstopper for us. Nothing updated so far.
What problems is the product solving and how is that benefiting you?
Helpdesk, Customer Self - Service
Freshdesk, the pros and cons
What do you like best about the product?
Freshdesk has a number of useful features. What stands out, however, is the speed of their support team.
What do you dislike about the product?
Occasionally, I would stumble across something where it really seems like there should be a feature. For example, you can't set automatic replies according to support email without setting up tedious IFTTT rules.
What problems is the product solving and how is that benefiting you?
Managing multiple support email for different customers.
Recommendations to others considering the product:
Most things are possible, the biggest problems are the ease of achieving what you set out to do. However, the support team are very knowledgeable and very quick to reply.
Gets the work done
What do you like best about the product?
I found it more user friendly and updates were also easy
What do you dislike about the product?
The constraints at some point of ticket
What problems is the product solving and how is that benefiting you?
Day to day operations. It helps find gaps
Room for Improvement
What do you like best about the product?
FreshDesk has a great team behind the product that always willing to help. F
Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up).
Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.
Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up).
Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.
What do you dislike about the product?
Coming from using the Front app, the initial couple of weeks using FreshDesk was frustrating to say the very least. With Front being so incredibly easy to use, FreshDesk seemed counter-intuitive, wasn't straight-forward and lacked a lot of the handy tools that Front had like reminders, drafts folders and a very simple layout that just made sense. After a couple of months of use, however, the team has now gotten used to FreshDesk but are still frustrated by the lacks of useful tools.
What problems is the product solving and how is that benefiting you?
We are exploring the chat function which we believe could further reduce tickets coming in - always a positive thing!
Good solution but lacking some basic features
What do you like best about the product?
Simple to manage, the new mint experience looks nice as well
What do you dislike about the product?
Some basic features are missing, that can save time, like using a hashtag to search for canned replies.
What problems is the product solving and how is that benefiting you?
Customer support
FreshDesk Support Management
What do you like best about the product?
Easy to use. Clients like the interface
What do you dislike about the product?
Cannot customize work flow as much as I
What problems is the product solving and how is that benefiting you?
Providing our clients with a way to interact with our support team. The clients like the interface and ease of use.
Recommendations to others considering the product:
This is a great tool for a startup or small business needing to support a small customer base.
Daily system admin use
What do you like best about the product?
Easy to use from an agent and system admin point of view
What do you dislike about the product?
Limited text formatting, current options are not so easy to use
What problems is the product solving and how is that benefiting you?
Ticketing, inbound and outbound emails for customer service and also complaints
Work well
What do you like best about the product?
Managing incoming and ongoing tickets is easy on a per agent level
What do you dislike about the product?
the left and right arrow keys switch between tickets when I would like to do alt+left to navigate backwards in my history
What problems is the product solving and how is that benefiting you?
Its an easy way to manage our support desk for all of our customers
Recommendations to others considering the product:
The free trial is easy to use to get started
It has all been a good expereince
What do you like best about the product?
It's simple and straight forward interface
What do you dislike about the product?
Lack of configurability for specific forms
What problems is the product solving and how is that benefiting you?
We are using this portal as a complaints portal... Centralising all the complaints
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