Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent software and support
What do you like best about the product?
Freshdesk is an excellent helpdesk application. The biggest positive of using this application is the Freshdesk support and customer management teams. They regularly follow up to check in - they also provide annual operational reviews where they look at the metrics and make suggestions on how to enhance our usage of their product. There are regular releases that fix bugs and add extra features. I like the fact that they provide a feedback mechanism on their "release notes". There is a lot of flexibility with automation.
What do you dislike about the product?
Their new reports product has been in beta for over a year with no movement. They have the right idea on how to proceed; however, the interface needs significant work. I would like to have the ability to extend the usage of the product by creating new database tables and screens. Something similar to salesforce. I also don't want to pay extra for this or be limited by having them do the development work. Some reported feature requests have been open with no action for years - i.e. being able to reassign ticket source. You can see these on the community board. It would be good to get these customer requests handled and then start building out their product to eliminate the need to bolt on other products - i.e. being able to add on database tables and screens. More automation options would be good. Adding NPS as a built-in survey tool would be an excellent feature. Getting rid of their ticket archiving system is critical. I'm not too fond of the fact that after several months my tickets get archived and become harder to find and analyze - this is a big issue that I wish they would fix.
What problems is the product solving and how is that benefiting you?
The widgets and the ability to integrate them into our other products to collect tickets are great features that give us a leg up on the competition. Their API is really good and has allowed us to built integrations with other products. They need a reporting API that doesn't have a rate limit.
A complete helpdesk system to provide customer support.
What do you like best about the product?
The platform mainly is straightforward to understand. Offers many of the essential tools for a helpdesk, such as a ticket system, satisfaction surveys, customer portal with KB and take automation.
Freshdesk was the first ticket system I had to use when building up our support department, so the usage of the system grew as the department was growing.
I do see that the system has many features, that we are not yet using. Fortulately they had recently given us a customer growth point of contact to better walk us through the system.
Freshdesk was the first ticket system I had to use when building up our support department, so the usage of the system grew as the department was growing.
I do see that the system has many features, that we are not yet using. Fortulately they had recently given us a customer growth point of contact to better walk us through the system.
What do you dislike about the product?
We're mainly running into problems, where the existing system is hard to fit into some of our team's workflow.
Most of the solutions, we came us with are based on either using automation or API usage, which the system thankfully allows doing.
Most of the solutions, we came us with are based on either using automation or API usage, which the system thankfully allows doing.
What problems is the product solving and how is that benefiting you?
We're running a small tech support department. Freshdesk was chosen as our ticket system,
adding to the existing Skype channel, that the company had started with. The system had helped us to organise client's incoming queries and build a better internal processes.
adding to the existing Skype channel, that the company had started with. The system had helped us to organise client's incoming queries and build a better internal processes.
Support ticket system that easy to use
What do you like best about the product?
I like the user interface that gave me so much flexibility to move over one thing to another thing
What do you dislike about the product?
To be honest, sometimes I can not log in to the Freshdesk system itself. It seems they had 2 layers of login or something.
What problems is the product solving and how is that benefiting you?
I'm focusing on WordPress plugin support. So everyday I tackled ticket related to WordPress itself
Receptive, innovative and great value
What do you like best about the product?
Really do give you a lot for your money especially as compared to Zendesk and Salesforce. Included QA system, screen sharing and control in Live Chat and some very interesting uses of A.I. all included in the forest omnichannel plan. Always launching new features, some that could be standalone products, as cost free upgrades.
What do you dislike about the product?
Missing some core basics like select and edit app in ticket search.
What problems is the product solving and how is that benefiting you?
Everything and usually with webhook enabled automations. System is like clay. Easy to mould.
Freshdesk for 3 years
What do you like best about the product?
Simple, intuitive operation even for new employees
What do you dislike about the product?
Partially outdated documentation, screenshots not current
What problems is the product solving and how is that benefiting you?
IT support tickets, we are now much more efficient than before.
Good tool
What do you like best about the product?
How well you can organize things to your liking
What do you dislike about the product?
I'm not sure that I can think of any specific dislikes at this time
What problems is the product solving and how is that benefiting you?
Keeping support inquiries organized and making sure everyone gets a response, unlike before we used this tool
The best part is that Freshdesk team is open to learn, teach and very agile.
What do you like best about the product?
Very intuitive, we love the daily dashboards our agents get to see.
What do you dislike about the product?
Analysis can get better. There are a few limitation in that area.
What problems is the product solving and how is that benefiting you?
Better reports and visibility. If itcan be integrated with other BI tools it would be great.
A great product with room to grow
What do you like best about the product?
One of the best features is the FreshDesk omni channel product.
What do you dislike about the product?
No support for safari which is a bummer. Rate of development could be faster.
What problems is the product solving and how is that benefiting you?
We're solving the customer support problem. Using Freshdesk we get a holistic view on everything about the customer allowing us to make better choices on products and services.
Freshdesk is user friendly and has high business accuracy
What do you like best about the product?
Easy to use interface
Ease of access
Great Support team
Ease of access
Great Support team
What do you dislike about the product?
Would like to see more reports that can help with deeper analysis and give better visibility on productivity and efficiency.
What problems is the product solving and how is that benefiting you?
We are using it as a 2nd level escalation
Freshdesk: Your Support Tool
What do you like best about the product?
It's been 2 years since I have been using this software. And it has been one of the best supporting tools for me. The user interface and user experience are super friendly and easy. One can easily raise tickets, provide internal notes, customize the tag, and other features as per the needs. You can also add knowledge-based articles, shared documents, or related information. You can easily view the companies, contacts, and their related information. The automation feature of assigning the tickets to associated agents is also available. Additionally, you can also set the canned response. These are few things that I really like about freshdesk.
What do you dislike about the product?
However, reporting is a bit tedious and customization requires the involvement of Freshdesk teams.
What problems is the product solving and how is that benefiting you?
With Freshdesk, I have been able to sort out the customer's queries and issues. I am also able to look into similar issues that have arisen previously.
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