Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Comfort and productivity
What do you like best about the product?
Automation related to the scenario, even though I would have liked these to be accessible from a manually opened request.
What do you dislike about the product?
The automatic saving of emails reloads the conversation history with each exchange, which can create long threads that hinder clarity. Reports are a bit too "rigid" for my taste, as all the information cannot be cross-referenced.
What problems is the product solving and how is that benefiting you?
We had gaps in traceability. With Freshdesk, we gain visibility with our customers, each request gets a reference and is immediately available on the portal. Tracking has therefore improved, as well as interactivity with our customers, which has significantly improved.
Good product, bad search
What do you like best about the product?
Integration with JIRA for product development when reporting user bugs and submitting tickets is the most useful feature for my team. Also enjoy how every agent can setup their own custom sorted/filters for a variety of tickets, and the tagging functionality.
Mobile SDK integration is also great.
Mobile SDK integration is also great.
What do you dislike about the product?
Their ticket search needs a lot of work. There's no good method of advanced searching tickets which is problematic for a company with millions of users.
What problems is the product solving and how is that benefiting you?
Allows us to quick tag and batch identify different support tickets and the analytics reported are nice. Also enjoy being able to quickly see which agents on my team are closing more or less tickets than others.
Recommendations to others considering the product:
Discuss your company and team needs directly with their biz dev staff and support staff on different integrations before diving in.
Freshdesk is great!
What do you like best about the product?
Freshesk is very easy to setup and customize for both a novice or a tech savant.
What do you dislike about the product?
I did not like how it didn't integrate into our Project Management Software (www.teamwork.com) and that was our only reason for leaving.
What problems is the product solving and how is that benefiting you?
Management hundreds of support tickets.
Recommendations to others considering the product:
make sure it integrates with your CRM / Project Management Software.
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