Freshdesk
Freshworks Inc.External reviews
3,447 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Perfect
What do you like best about the product?
Support team is really helpful, article and support pages are informatics
What do you dislike about the product?
It's getting complex if you managing more products
What problems is the product solving and how is that benefiting you?
Helping managing customer help desk
Good, but problematic issues are not solved.
What do you like best about the product?
It's mostly a good product that we're happy about. It's orderly and the amount of customization that's possible is very much to our satisfaction. While it isn't perfect and we need to use a whole separate Freshworks program for live chat, we are overall happy with the functionality.
What do you dislike about the product?
The things we are not happy about are problematic and take ages to solve (if they ever are). They are so problematic we seriously consider switching.
For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed.
Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds.
So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)
For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed.
Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds.
So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)
What problems is the product solving and how is that benefiting you?
Freshdesk lets us have shared ownership of multiple mailboxes and gives us the tools to meet our SLA. We use a few integrations for booking time on a ticket, and for linking with JIRA.
Okay tool for CS and CRM
What do you like best about the product?
Freshdesk allows seamless integration with their other products like Freshchat (for live chat) and OmniChannel (for voice, sms, etc.) Freshdesk also offers canned responses which makes it easier for users to compose messages that are repetitive
What do you dislike about the product?
The platform itself is not that user-friendly and lacks detailed reports. A higher plan is required to avail of more detailed reports and trend analysis.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed me to fulfill my tasks as a Customer Success Manager by connecting to our users and implementing targeted campaigns based on the browsing behavior of our visitors.
A Great Customer Service Tool
What do you like best about the product?
It got most of the features that you might expect from a customer service system.
What do you dislike about the product?
Ticket assignment could be a bit more clear with visual/sound cues.
What problems is the product solving and how is that benefiting you?
An easy gateway to interact with customers. It should be effortless to talk to customers
Great as a support/helpdesk tool.
What do you like best about the product?
Being able to integrate all the different channels used by clients to reach out. As well as the different Dashboards and SLA tracking functions.
What do you dislike about the product?
It is not a comprehensive CRM tool and we could not have all client information in one location.
What problems is the product solving and how is that benefiting you?
Freshdesk is great at tracking client communication and SLA monitoring system.
Freshdesk Review
What do you like best about the product?
Fields and category, with sub division of ticket details.
What do you dislike about the product?
Report which does not gives the real time data.
What problems is the product solving and how is that benefiting you?
Giving us the option to connect with customers via email
Overall good CRM platform. but thats about that :)
What do you like best about the product?
The UI is very nice to use and easy on the eyes.
the tagging ability of the system is very good, and works well.
the tagging ability of the system is very good, and works well.
What do you dislike about the product?
The escalation capabilities are very limited to nonexistent
What problems is the product solving and how is that benefiting you?
It worked well while we have people 24/7 on the platform, but it doesnt really work for on-call purposes.
Recommendations to others considering the product:
pretty good for CRM, but not for oncall.
Outstanding product with unique capabilities
What do you like best about the product?
In our Org, we generally use it as a ticketer tool to get tickets from clients and post responses against it and the best things I found are you can track who is peaking to your conversation in the whole organisation in a live manner and also who is putting a note of reverting against the conversation. Also, you will get an email once you or someone updated the content which will keep you updated about all the matter.
What do you dislike about the product?
I would not say I disliked anything as what I disliked was the security and robustness.
So suppose if you have a code (Java, SQL) or any other programming language you would not be able to add to the note or in the reply as a fresh desk always scans and will not allow you to sent the communications if you have attached a code in the email.
So suppose if you have a code (Java, SQL) or any other programming language you would not be able to add to the note or in the reply as a fresh desk always scans and will not allow you to sent the communications if you have attached a code in the email.
What problems is the product solving and how is that benefiting you?
As I mentioned above we are using Freshdesk as an incident management tool we have circulated various IDs to our clients which they can use and raise incidents and based upon we take action.
The tools are really easy to use and the emailing functional dashboard and all other functions make it the best-suited product for our organisation this is my own experience and view based on the usage of the product.
The tools are really easy to use and the emailing functional dashboard and all other functions make it the best-suited product for our organisation this is my own experience and view based on the usage of the product.
Regular experience
What do you like best about the product?
It was an intuitive tool, with access regulation and easy to learn
What do you dislike about the product?
There was no possibility of automating responses. As intuitive as it was, the layout was not attractive.
What problems is the product solving and how is that benefiting you?
Customer service issues. We were able to meet our demand.
Recommendations to others considering the product:
Good tool, but in need of improvement, especially in service automation.
Easy to Use
What do you like best about the product?
SLA feature and the email to a ticket is the best feature of the Freshdesk. And easy to do while creating and closing the ticket. And easy to configure the agent and their settings.
What do you dislike about the product?
The report part is not in-depth as compared to another helpdesk. No option to send SMS after you create a ticket for the problem or incident. The only option is Email.
What problems is the product solving and how is that benefiting you?
Helping to create tickets for the problems and their solutions which help in better support and solutions. It also helps to generate the report about ticket we have open for the problems.
showing 61 - 70