Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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No-frills CS suite
What do you like best about the product?
Ease of setup and use- especially for no frills users
What do you dislike about the product?
Dedicated support contact person for enterprise customers can go a long way
What problems is the product solving and how is that benefiting you?
Freshworks (typically the Freshdesk service) helps managing customer tickets a breeze instead of relying on standard email communications back and forth.
Fresh Desk Feedback
What do you like best about the product?
How Smooth it is , Multiple tickets can be created here
What do you dislike about the product?
Can not get bulk deleted tickets data , In case needed for investigation
What problems is the product solving and how is that benefiting you?
It is helping us communication customer easily , creating tickets and let us follow up on tickets with cordinating internally
Easy on the eye and can easily move around the platform
What do you like best about the product?
Easy on the eye and very easy to navagate
What do you dislike about the product?
Releasing tickets is frustrating, and holding them for certain times.
What problems is the product solving and how is that benefiting you?
Helping us with tickets and the use of different queues helps during busy times.
Good product but some poor documentation and processes
What do you like best about the product?
It helps us manage a large number of emails coming into the organisation quite easily.
Implementation was easy, but some of the training was not at the right level.
Customer support has been quite variable, sometimes people respond and get the problem solved very quickly, and other times it has included multiple people and taken more time than I expected.
I am using the product somewhere between monthly and weekly depending on what the team needs but it is used by the team daily.
There are a large number of features that we do use but I am not sure we are using the full potential of the product.
We have tried to integrate this with some of our processes and it has not been easy as the API documentation is not always clear enough and we need to connect some systems only via APIs that are not quite compatible.
Implementation was easy, but some of the training was not at the right level.
Customer support has been quite variable, sometimes people respond and get the problem solved very quickly, and other times it has included multiple people and taken more time than I expected.
I am using the product somewhere between monthly and weekly depending on what the team needs but it is used by the team daily.
There are a large number of features that we do use but I am not sure we are using the full potential of the product.
We have tried to integrate this with some of our processes and it has not been easy as the API documentation is not always clear enough and we need to connect some systems only via APIs that are not quite compatible.
What do you dislike about the product?
Freshdesk is big.
We have had to stop our customers sending emails to multiple FreshDesk mailboxes as they would create multiple dupliate tickets assigned to different teams. We have not found simple solutions for this. Another group of users want no acknowledgements and while we have not implemented this yet it will be more work.
We have had to stop our customers sending emails to multiple FreshDesk mailboxes as they would create multiple dupliate tickets assigned to different teams. We have not found simple solutions for this. Another group of users want no acknowledgements and while we have not implemented this yet it will be more work.
What problems is the product solving and how is that benefiting you?
It ensures we have oversight of the emails coming in to the organisation.
It's provided us with the segmentation tools we need for our different projects
What do you like best about the product?
Categorization and seamless open source code. The assistance has been a little tricky at the beginning but given enough adaptation time we have been able to build a satisfactory working relationship.
What do you dislike about the product?
The interface could be a little more user friendly, even though it is already very easy to integrate with other tools.
What problems is the product solving and how is that benefiting you?
Capability to segment different projects within the same tool while keepng a different structure in each via the categories.
Easy to use with some tech integration issues
What do you like best about the product?
Easy to use and implement with fast customer service response via email or chat
What do you dislike about the product?
The integration with Freshchat was not seamless and many tech issues and bugs reported
What problems is the product solving and how is that benefiting you?
Email communications with customers from different products/sites
Freshdesk for Fintech
What do you like best about the product?
Some amazing out of the feature like hidding unnecessary ticket fields for agents, making fields mandatory etc.
Agent BOT is very cool feature which is easy to use and make life of agents sorted if built correctly.
Agent BOT is very cool feature which is easy to use and make life of agents sorted if built correctly.
What do you dislike about the product?
When it comes to customisation as per compliance limited and complicated solutions are available.
Data storage and reporting is something they can improve upon.
Data storage and reporting is something they can improve upon.
What problems is the product solving and how is that benefiting you?
Ticket management tool with very cool features, the best one for me is Agent Assist BOTs and AI driven summary.
Managing my Workflow with FreshDesk
What do you like best about the product?
The ability for multiple people to collaborate and work on a single ticket as well the feature to merge multiple tickets into one so as to avoid confusions
What do you dislike about the product?
The time taken to sent and receive new tickets, sometimes it takes a lot more time than normal emails. Also the overall performance of the application needs to be enhanced to be able to work faster
What problems is the product solving and how is that benefiting you?
Need for separate softwares for emails and chat, multiple user access
Efficient to Manage Customer Contacts
What do you like best about the product?
Its vey easy to use and helps us to keep a track record of customer communication efficiently.
What do you dislike about the product?
I am not sure, but its not compatible to be integrated with our product (Digital Showroom) where if a merchant registers on our product, an account should be created on Freshdesk with all the information provided by the merchant while registering.
What problems is the product solving and how is that benefiting you?
It helps in solving the customer issues in an efficient way as we are able to keep a track record of customer conversation, their past and present issues, and helps us to schedule follow ups accordingly.
Not so bad not so good
What do you like best about the product?
User-Friendly Interface: Navigating through Freshdesk is relatively intuitive, making it easy to get started without extensive training.
Ticketing System: The ticketing system is effective for organizing and managing customer queries.
Ticketing System: The ticketing system is effective for organizing and managing customer queries.
What do you dislike about the product?
Customization Limitations: I found certain limitations in customizing the platform to suit our specific workflow and requirements.
Customer Support Response: The response time from Freshdesk's customer support has been inconsistent, and addressing issues has sometimes taken longer than expected.
Customer Support Response: The response time from Freshdesk's customer support has been inconsistent, and addressing issues has sometimes taken longer than expected.
What problems is the product solving and how is that benefiting you?
Managing customer queries and issues can be chaotic without a centralized system.
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