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.
Mostly good, some frustration does occur though
What do you like best about the product?
I like that support is quite timely, and very responsive. When I have issues they are handled within the hour, which is very satisfying.
What do you dislike about the product?
There are issues which have been raised with the service which do not receive attention until they become business priorities; I was reviewing an issue opened in 2011, regarding erasing a contact and their communiques with a Freshdesk customer which was not handled by support until this year. I imagine this was because GDPR escalated this from being a customer concern to being a legal requirement, but all the same, if I had opened this ticket I would have been quite dissatisfied for the last 7 years.
What problems is the product solving and how is that benefiting you?
Customer support and solution record keeping.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
Good for our help tickets
What do you like best about the product?
I like that it organizes the help tickets by dept.
What do you dislike about the product?
Frequently the freshdesk site will be down (about once every 2 weeks or so).
What problems is the product solving and how is that benefiting you?
Help tickets for everything from software bugs to shipment issues (we are a shipping company).
Efficiency
What do you like best about the product?
Simple to use with the API and easy to manage on the webpage
What do you dislike about the product?
Unable to reply a ticket (API) without creating a user. All reply's need to go as agent to avoid inviting the client.
What problems is the product solving and how is that benefiting you?
Platform issues and handling data questions
Recommendations to others considering the product:
Improvements on the API, ability for the user to reply without being asked to register.
Decent affordable Helpdesk software
What do you like best about the product?
Freshdesk is very easy to set up and performs exactly as expected from helpdesk software will all the features you would need, they all update their platform on a regular basis.
What do you dislike about the product?
I would like the ability to configure SSL on my own branded support portals my self and not be forced to purchase the certificates from Freshdesk in order to have it enabled.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
What problems is the product solving and how is that benefiting you?
Easy integration of live-chat into our software
Short and sweet.
What do you like best about the product?
I like the simplicity of Freshdesk and how quick they staff are to give you support when you need it.
What do you dislike about the product?
I haven't really noticed anything i dislike at the moment.
What problems is the product solving and how is that benefiting you?
We are solving our help desk. Before freshdesk we relied on emails and our memory so lots of things were getting forgotten about. Now we are keeping better track and our business is moving forward in the correct ways.
A Decent HelpDesk Experience
What do you like best about the product?
-Easy to use
-Fast support
-Simple controls
-Fast support
-Simple controls
What do you dislike about the product?
I would prefer a hosted version to make my own changes, but that is not a dislike of the system
What problems is the product solving and how is that benefiting you?
We solved he business problem of not having a helpdesk
Great so far!
What do you like best about the product?
Has a lot of features, strong automation options, great user interface (second to none).
What do you dislike about the product?
Limited features in their forums and knowledgebase.
What problems is the product solving and how is that benefiting you?
Helpful reporting and data collection.
Bit of a learning curve but once you figure out the basics, it's like riding a bike.
What do you like best about the product?
Freshdesk has great and prompt customer support which is very helpful. They also have tutorials and a knowledge base to help improve organizations' interactions with their customers. Also like the new Mint UI, Gamification and reporting.
What do you dislike about the product?
On Mint, how the system rejects an update on a ticket if there is no subject on the email line.
What problems is the product solving and how is that benefiting you?
Prompt logging and resolving of customer complaints via email. Agent productivity is also well tracked with the reports which we export daily from the p
Recommendations to others considering the product:
Freshdesk is simple to use and has a host of features that make customer interaction easier. They are also integrated with several commonly used business apps making it even easier to track customer issues across different business components.
Good Customer Service Experience
What do you like best about the product?
Quick feedback from the Freshdesk team when question was submitted.
What do you dislike about the product?
Might be useful to have a chat function so that I could work on the problem with assistance in real time, as opposed to e-mailing back and forth.
What problems is the product solving and how is that benefiting you?
The main benefit to our team is tracking and organization of tickets.
Good solution with some glitches
What do you like best about the product?
The ability to manage multiple communication channels in one solution.
What do you dislike about the product?
The email threading functionality can be sporadic at times. Support has not been able to determine a solution for the issue.
What problems is the product solving and how is that benefiting you?
The system allows us the ability to manage thousands of inbound and outbound emails that are being passed among representatives that still keeps the flow of information intact.
Recommendations to others considering the product:
It takes a while to get fully implemented to understand the benefits and downfalls of the system. Give it a full pilot test program.
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