Freshdesk
Freshworks Inc.External reviews
3,454 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use
What do you like best about the product?
Fresh desk provides a simple and straight forward solution to managing customer support. I liked how easy it was to manage communications, provide quick responses using canned messages, and being able to provide a FAQ section for self support.
What do you dislike about the product?
Setting up customer accounts could be challenging from the customers standpoint.
What problems is the product solving and how is that benefiting you?
Quick response for support related questions. Canned responses help with Efficiency for frequently asked questions.
Recommendations to others considering the product:
Set up your help section ahead of time. Provide customers with as much searchable information for ease of use.
Good start, needs improvements
What do you like best about the product?
Easy to use, clean user interface for customer service reps. As a manager, it is important that my team has something that is easy to use and navigate.
What do you dislike about the product?
Very limited in functionality. There is no task manager where you can assign tasks to other people on your team or other teams, something that is very important. Also, Freshdesk is not HIPAA compliant, it is something they are working on, but not sure when this will be available. As an agent, going through your queue of tickets is difficult, there is no way of viewing tickets that have yet to be touched, in addition, filters do not save, every time you go back, it does you have to reset your filter.
What problems is the product solving and how is that benefiting you?
Something that was easy to use that offered insightful analytics but not lose any of the functionality we had from our other tool.
Recommendations to others considering the product:
Migration can be quite the task, be sure to keep a back up until you are 100% sure everything is up and running.
Good experience
What do you like best about the product?
Is an easy to use platforms, it also gives access to and API.
What do you dislike about the product?
They should improve their API documentation, it lacks of some information.
What problems is the product solving and how is that benefiting you?
Basically, create a better communication with our clients
Recommendations to others considering the product:
They should improve their API documentation.
Efficient Helpdesk Support
What do you like best about the product?
Freskdesk makes it easy to assign tickets.
What do you dislike about the product?
I most dislike that closed tickets are archived after 160 days.
What problems is the product solving and how is that benefiting you?
We regularly refer back to and must re-open closed tickets., but we can't re-open archived tickets. Instead of closing tickets, we can resolve them so that they never archive.
Esteban Jimenez - GEP review
What do you like best about the product?
The way as admin I can manipulate the configuration and adapt my needs in the tool.
What do you dislike about the product?
The display sometimes is not too friendly as well as the navigation menu to find a feature.
What problems is the product solving and how is that benefiting you?
Technical support, and projects tracking. Tracking SLAs and savings.
Simple to use and feature rich
What do you like best about the product?
Freshdesk offers a feature rich yet simple to use solution. What I value the most is their great support (Thanks Abinaya R)
What do you dislike about the product?
Multi-language could be better, namely regarding ticket fields
What problems is the product solving and how is that benefiting you?
Integrated support for chat, email, weforms; visibility over customer's cases
Fast and friendly customer experience staff
What do you like best about the product?
Over the past few days I've had a few issues understading and implementing some Freshdesk features, however each time I needed to solve something the support team was more than helpfull.
What do you dislike about the product?
There are still a few technical issues left in the Freshdesk environment that I wasn't able to solve, even with the support provided so far.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to offer our customers the best experience possible. Now we want to upgrade this and the features implemented in last two years sound like they can do the trick for us.
My Experience using Freshdesk
What do you like best about the product?
Amazing support team...
Reporting tools...
Reporting tools...
What do you dislike about the product?
Some features not available - already shared with them
What problems is the product solving and how is that benefiting you?
Customer contact - Email.
Recommendations to others considering the product:
Good Product - but additional features can be added
Warranty Processing, Inc.
What do you like best about the product?
Simple interface, helpful tips for customer service, good customer service themselves!
What do you dislike about the product?
The recent interface update was confusing to some of my coworkers, but they got used to it.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for Customer Service and Information Technology. I work in Customer Service and I like that it does not allow me to forget about a customer's concern. Unless I have solved their issue, the ticket continues to remind me to help them. I also like the ability to add private notes and forward the ticket to other employees within the company that might need to help me with it.
Recommendations to others considering the product:
Use teamwork. Forward the ticket to other people who might help you with your tickets. If the customer's request isn't perfectly clear, reply immediately and ask for clarity.
The problem was technically unsolvable, but support was quick to reply and helpful
What do you like best about the product?
support was quick to reply and knowledgable
What do you dislike about the product?
The system does not have the feature required to solve the issue.
What problems is the product solving and how is that benefiting you?
Having 2 remote login urls point to the same support portal.
Recommendations to others considering the product:
Evaulate your use case to see if FD is the right solution for you. It is definitely not as rich feature wise as other competitors as ZenDesk.
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