Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Does the job, but not a ton of support
What do you like best about the product?
Most of the things I needed were in the one platform, making it easy to navigate
What do you dislike about the product?
Support did not help at all. Tried getting in contact multiple times, even attempted to get demos for additional products, but no one ever reached out
What problems is the product solving and how is that benefiting you?
N/A
Freshdesk - Does the job
What do you like best about the product?
Freshdesk has a simple link from email to automatically place a ticket, so users never need to interact with the software, so it is totally transparent to them.
What do you dislike about the product?
It seems to lack the ability to route tasks properly in an assigned customer enviromnent when one agent is out of the office.
What problems is the product solving and how is that benefiting you?
This software allows our customers to interact with our CAS's without getting their communication overlooked or lost. It confirms that the interaction has been handled.
Great as a Helpdesk Solution
What do you like best about the product?
Customers can easily submit tickets. Team members are able to collaborate and easily communicate in the system.
What do you dislike about the product?
When creating a ticket in the system you must assign a contact that has either an email address or phone number in the sytem. Addtionally, it's easy to mistakenly message the client instead of leaving an internal note.
What problems is the product solving and how is that benefiting you?
Our team can organize and respond to customer issues and inquiries.
its a good website to use
What do you like best about the product?
it's an easy website to use , easy to navigate inside the website, fast respond,
What do you dislike about the product?
voice in the website some time disappear, sometimes the chat didn't appear on the web site, some lag happened while using the website,put me away while I use it
What problems is the product solving and how is that benefiting you?
its improved my skills and tried to help me to improve my skills
Recommendations to others considering the product:
yes
Great for workflow and inquiry management, but isn't all things
What do you like best about the product?
Numbered tickets are great and helpful, easily searchable, and
What do you dislike about the product?
-UI when typing replies does not clearly mark a difference in font and color
-FSM component doesn't allow for repeating events, which is a shame because this is one thing our company really needs
-Per user billing is inconvenient when several members of our staff only need occasional very limited access that is not worth the price of a day pass
-FSM component doesn't allow for repeating events, which is a shame because this is one thing our company really needs
-Per user billing is inconvenient when several members of our staff only need occasional very limited access that is not worth the price of a day pass
What problems is the product solving and how is that benefiting you?
We are using freshdesk to streamline sales inquiries, registration and database notifications, and client interaction.
It has been very helpful to have reminders and to-do lists for when our items are less straightforward
It has been very helpful to have reminders and to-do lists for when our items are less straightforward
Useful help desk tool for a small team
What do you like best about the product?
The web interface for Freshdesk is easy and slick. I like the "admin" view categorizations (recently updated), which makes things easier to find now than in the past.
What do you dislike about the product?
Customer service for any questions with Freshdesk is terrible. Questions and tickets' response time is very long and requires constant follow-up. The way the agent accounts are organized and billed is also ridiculous. For a free tier, I am unable to simply add one paid agent. Instead, I have to pay for an upgraded tier, and then pay for all agent accounts (even those that are included in the free tier). Reporting tickets is also cumbersome. A separate ticket is created for each ticket list export. Finally, while Freshdesk allows merging relevant tickets, it does not have an un-merge function.
What problems is the product solving and how is that benefiting you?
A technical team of 3 developers and a BA use Freshdesk to provide application support for multiple company-specific systems. The flow is around 250 tickets/month, and Freshdesk helps us manage it.
FreshDesk Agent Review
What do you like best about the product?
What I like about Freshdesk is how it streamlines communication across teams, making it easier to manage inter-team dependencies and track the lifecycle of each ticket through clearly defined states. Recently, I’ve also appreciated features like:
Freddy AI-powered suggestions: It helps reduce response time by recommending the best actions or solutions based on past tickets.
Customizable workspace views: These let agents tailor their ticket queues and dashboards to fit their workflow.
Collaboration enhancements: Features like Shared Ownership and Linked Tickets help teams work together on complex issues without losing accountability.
Improved automation: The new workflow automator updates let us set up complex, condition-based rules that reduce manual tasks significantly.
These enhancements not only improve operational efficiency but also elevate the overall support experience for both agents and customers.
Freddy AI-powered suggestions: It helps reduce response time by recommending the best actions or solutions based on past tickets.
Customizable workspace views: These let agents tailor their ticket queues and dashboards to fit their workflow.
Collaboration enhancements: Features like Shared Ownership and Linked Tickets help teams work together on complex issues without losing accountability.
Improved automation: The new workflow automator updates let us set up complex, condition-based rules that reduce manual tasks significantly.
These enhancements not only improve operational efficiency but also elevate the overall support experience for both agents and customers.
What do you dislike about the product?
One area where Freshdesk can improve is customizable notifications — currently, it lacks the flexibility to tailor alerts exactly to individual preferences or specific use cases, which can lead to either notification fatigue or missed updates.
What problems is the product solving and how is that benefiting you?
Inter-team Communication to resolve dependencies.
Recommendations to others considering the product:
It's a great platform to resolve inter-team dependencies.
Fine support software with nice Knowledgebase, but out of the box
What do you like best about the product?
The system is pretty simple and clean. The automations are easy to set-up and you don't need alot knowledge to make them.
What do you dislike about the product?
The development and support of FreshDesk is somewhat easy. They hardly acknowledge new features are needed and in some ways their software is somewhat outdated. If you check the community there are alot requests for new features which are really basic but are not implemented. Thats why I say it is an out of the box solutions. There is no way you can get all your wishes completed.
What problems is the product solving and how is that benefiting you?
We use it for our support tickets and manage the SLA. The analysis is pretty good and is giving us good insights. Next to that we use the knowledge base to inform our customers regarding our services and portals.
Needs some work on support and intergrations
What do you like best about the product?
That you can integrate most of the services like WhatsApp and telegram
What do you dislike about the product?
That we dont get notification for outages and time you give feedback its too slow
What problems is the product solving and how is that benefiting you?
It helps clients get a hold of us easy
Recommendations to others considering the product:
More training on products for your support
Overall it is a great tool for beginners
What do you like best about the product?
Customer Support is really amazing! Very fast and very efficient. All of the specialists are very polite and friendly!
What do you dislike about the product?
Report section, Automation rules, work in incognito mode to avoid errors, lack of formatting CRs (Email branding), strange behaviour when copy/paste a text -> that is actually a big issue.
What problems is the product solving and how is that benefiting you?
Customer Support. Problems with our App.
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