Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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Freshdesk usage review
What do you like best about the product?
A load of features in one platform. We use Freshdesk for ticket raising, creating and maintaining knowledge inventory, adding/editing new clients and POCs for the clients. The most commonly used section is the knowledge inventory and it works like a charm. The UI is like WordPress and makes entering content with graphics really easy. The ticketing system is also very convenient and adding comments helps in keeping track of the conversation in an issue for which a ticket has been raised
What do you dislike about the product?
The platform cannot be connected and synced with google workspace email and google calendar. We find it inconvenient to manually note updates shared by the client into the system. Email notifications do not come at times and manual monitoring is required separately for the Freshdesk.
What problems is the product solving and how is that benefiting you?
Ticketing system and content knowledge inventory updation. As mentioned, we have our FAQ for internal circulation in the Freshdesk system. We use the ticketing feature for issue solving.
Recommendations to others considering the product:
Quality of support is not great.
Integration with google mail and calendar is a challenge.
Knowledge inventory for sharing with customer support is very convenient.
Ticketing system is simple and meets requirement
Integration with google mail and calendar is a challenge.
Knowledge inventory for sharing with customer support is very convenient.
Ticketing system is simple and meets requirement
One of the best CRM tools I have used
What do you like best about the product?
It has various integrations available; you can create automation flows for ticket lifecycle, there is an option to add custom fields. overall its the best tool, with a user-friendly interface
What do you dislike about the product?
Limited social channels available; for adding additional social channels, we have integrated with third-party solutions or applications.
What problems is the product solving and how is that benefiting you?
We are providing support to clients and customers, tracking issues and tickets, and generating reports of each agent to track the type of queries and improve accordingly.
Happy automating the assignments
What do you like best about the product?
Freshdesk has a good dashboard view for all the active agents depending upon their scope and roles.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
What do you dislike about the product?
The forward button only forwards the last four interactions in the ticket, which is a little troublesome.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
What problems is the product solving and how is that benefiting you?
I have been able to accurately measure agent performance, customer satisfaction and the overall SLA. Through time triggers, I have been able to send reminders to internal agents as well as the requesters about their tickets. Agent and requester notifications help me to set up templates to be sent for every ticket update.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
Recommendations to others considering the product:
If you are looking for simple yet effective customer support, you can go ahead with Freshdesk.
It's reliable and the support team does well to help us out.
It's reliable and the support team does well to help us out.
Great helpdesk for any size company
What do you like best about the product?
We use Freshdesk to manage our email and social support channels for two brands and two international locations. The filters are powerful to make relevant cases visible to the right people.
What do you dislike about the product?
If customers open multiple tickets, it can be confusing sometimes opening their multiple tickets and tracking back to find the information you need. I am not sure there is an obvious improvement to the interface that would help, but it can be a pain point when trying to handle complex cases.
What problems is the product solving and how is that benefiting you?
A unified helpdesk for our multiple brands and locations across email and social channels makes delivering excellent and timely customer service a breeze. Helpdesk analytics also makes management fo support staff easier.
The company that took India's SaaS success to worldmap.
What do you like best about the product?
Easy to use and reliable. It becomes very easy to serve customers
What do you dislike about the product?
Integrations. At times some integrations or automation not work
What problems is the product solving and how is that benefiting you?
Helping customers serve faster and in proper way
Freshdesk Review
What do you like best about the product?
The ticketing and user accessibility/viewability of each project request elements are the best features of this product. It allows you to track the order of each request as they come through quickly and efficiently, both on the agent and requester-side. Their pricing is highly competitive as well!
What do you dislike about the product?
This platform has A LOT of features, and it is also a platform where you learn new things about it all the time, which, to be clear, is not a bad thing, but can be almost daunting at times.
What problems is the product solving and how is that benefiting you?
Internal CRM-based project request processing and tracking (we have a lot of internal requests come through for this) and it allows us to efficiently manage these in the most productive way possible.
Recommendations to others considering the product:
This is an extremely helpful product to have for any organization that has a lot of project requests come through. It is very competitively priced, too!
One of the best CRMs in the market which is competing with the likes of Zendesk, Intercom etc.
What do you like best about the product?
A brilliant and easy UI/UX for the agents on email.
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
What do you dislike about the product?
Data capabilities are still not up to the mark with the likes of products like Zendesk Explore.
What problems is the product solving and how is that benefiting you?
Creating an omnichannel customer experience for our customers on Learner support.
Recommendations to others considering the product:
Please consider Zendesk as well, before shortlisting Freshdesk for an omnichannel solution
Simple and easy product with good features
What do you like best about the product?
Still same and we are able to achieve the tasks efficiently
What do you dislike about the product?
Ui is still the same which needs overhaul
What problems is the product solving and how is that benefiting you?
Candidate and hiring management system
Recommendations to others considering the product:
It's a decent tool with good enough features to track and manage status of tasks and tickets
An advanced and forward looking solution
What do you like best about the product?
Focus on automation by leveraging tools such as selfhelp and bots.
What do you dislike about the product?
Lower subscription plans of Freshdesk only provide basic reporting and no flexibility to change CSAT yardstick.
What problems is the product solving and how is that benefiting you?
Using it for customer support over tickets and live chat. Also using proactive / triggered chat messages for upselling over chat. Benefits realized by us include the following:
1) Upselling premium services thereby helping adoption rate of paid premium services
2) Chatbots helping resolve upto 10-12 % of chats using easy to configure custom chat bot flow without intervention from our IT
3) Automated repetitive tasks within Freshdesk ticket support thereby helping up supervisory time for things that matter more
1) Upselling premium services thereby helping adoption rate of paid premium services
2) Chatbots helping resolve upto 10-12 % of chats using easy to configure custom chat bot flow without intervention from our IT
3) Automated repetitive tasks within Freshdesk ticket support thereby helping up supervisory time for things that matter more
Recommendations to others considering the product:
Having used multiple customer support platforms over the past 20 years, such as, Live Person, Right Now, Talisma etc. I can confirm that Freshdesk is very competitive and advanced in terms of features and ease of use and is worth a consideration.
Efficient ticketing platform + great Sales/Support team
What do you like best about the product?
Easy to use, collaboration across teams is effortless.
Pricing is on the lower side compared to its competitors.
Assistance from their team for evaluation & team onboarding was quite helpful.
Pricing is on the lower side compared to its competitors.
Assistance from their team for evaluation & team onboarding was quite helpful.
What do you dislike about the product?
Platform documentation can definitely be improved.
Multi-language support isn't that great yet.
Multi-language support isn't that great yet.
What problems is the product solving and how is that benefiting you?
Better customer experience when they wish to interact with our Support/Engineering team.
Smoother communication, documentation of conversations, internal escalations, tracking performance of Support agents, etc. are some of the benefits of Freshdesk.
Smoother communication, documentation of conversations, internal escalations, tracking performance of Support agents, etc. are some of the benefits of Freshdesk.
Recommendations to others considering the product:
Do check out Freshworks' Startup Program, this will help you operate at zero cost for the first 6/12 months if your organization is eligible.
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