Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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External reviews are not included in the AWS star rating for the product.
Easy-to-use support software
What do you like best about the product?
That is very user-friendly. Within a couple of weeks, I had already learned how to use it.
What do you dislike about the product?
Support rarely helps with the issues I have. Usually, I have to find the answers myself or the problem goes unsolved.
What problems is the product solving and how is that benefiting you?
Fast time reply to our customers and easy creation of support content.
Good basic service, lacks features that make it top-notch
What do you like best about the product?
Clean layout, lots of built-in components like caller & chat
What do you dislike about the product?
can only use view to see your tickets (no kanban board), search isn't great, chat lacks a lot of features that are almost basic on other products
What problems is the product solving and how is that benefiting you?
manage customer communication, good all-in-one-place solution
Fairly Simple to Use/Understand
What do you like best about the product?
Freshdesk has a pretty simple layout, so it was pretty easy not to get lost when submitting invoices or looking for help on specific projects.
What do you dislike about the product?
It worked fine for submitting contractor invoices, but there was nothing special about it that really stood out.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to submit invoices for work I have completed.
Freshdesk - easy to use, but, there are bugs
What do you like best about the product?
The best feature is the auto allocation of tickets in Freshdesk. No matter how many agents work on the platform, the auto allocation works like a charm, without duplication or repeated occurences of the same task.
What do you dislike about the product?
There are bugs while sending emails, where in the same email id sent twice to the customers or clients. Even though this does not happen everytime, no one wants to send the same thing twice. It feels like spam.
What problems is the product solving and how is that benefiting you?
Freshdesk helps in bulk emailing the clients as well as have many template options which can be created, instead of typing the same matter again.
Good, but not great
What do you like best about the product?
Decent tool for an AIO solution. Everything is built into the same system, so it is consistent when it comes to building.
What do you dislike about the product?
Poor support staff. Some of the tools are not user-friendly (for example, the form builder is unusable unless you have coding experience. Other tools have a simple builder integrated for standard users).
What problems is the product solving and how is that benefiting you?
We were using it for our UKs support/sales staff.
An Omnichannel Customer Service Desk for company of any size- plus its Made in India!
What do you like best about the product?
Omnichannel- can easily integrate all channels of customer service reporting into one (chat, email, social, call etc). Secondly, it's very intuitive for a layman to set it up. Third, for areas where one is lost, the sales support team quick to respond and helps us understand the limits and potential of the product. Fourth- integrations with extended apps and APIs is less troublesome as compared to its partners.
What do you dislike about the product?
1. Reporting could be better. Certain metrics (such as turnaround time) could be built in/deduced from timestamps.
2. Some automation features are limited in their scope
3. Removing users: Couple of years back when we launched the product- it was really difficult to remove users and add new ones, once the quota of a plan is saturated. I think it was due to platform transitioning. Shouldn't be a problem now to add/delete users.
4.Integration: Also would like to mention its integration with 3rd party service providers such as Exotel, isn't that easy. Hence calling metrics may not be data rich.
5. Notifications at Scale: Cross platform notifications (app/browser) is not quite mature. Notifications are missed when scale of ticketing is large (eg- 10 tickets every second)
2. Some automation features are limited in their scope
3. Removing users: Couple of years back when we launched the product- it was really difficult to remove users and add new ones, once the quota of a plan is saturated. I think it was due to platform transitioning. Shouldn't be a problem now to add/delete users.
4.Integration: Also would like to mention its integration with 3rd party service providers such as Exotel, isn't that easy. Hence calling metrics may not be data rich.
5. Notifications at Scale: Cross platform notifications (app/browser) is not quite mature. Notifications are missed when scale of ticketing is large (eg- 10 tickets every second)
What problems is the product solving and how is that benefiting you?
1. Single platform for all our customer queries.
2. Seamless chats to ticket conversion: Helps to know history of a ticket
3. Generating tickets at scale for internal tasks via system: Sequencing is easy (LIFO/FIFO)
2. Seamless chats to ticket conversion: Helps to know history of a ticket
3. Generating tickets at scale for internal tasks via system: Sequencing is easy (LIFO/FIFO)
Simple and Powerful
What do you like best about the product?
It is easy to know which ticket is assigned to whom and its level of urgency.
What do you dislike about the product?
Difficult to see more tickets at once/ run reports on performance.
What problems is the product solving and how is that benefiting you?
Keeping track of the issue resolution process and which agent aids the customer through it.
Recommendations to others considering the product:
Canned Responses are quite powerful
Great customizability, needs UI improvements
What do you like best about the product?
- Helpful email automations with SLA policies, status changes
- Ability to sync with multiple channels
- Integrations with legacy ticketing systems
- Reporting capabilities, analytics in beta
- Ability to sync with multiple channels
- Integrations with legacy ticketing systems
- Reporting capabilities, analytics in beta
What do you dislike about the product?
- Restrictions on removing unwanted status types
- Issues providing public URLs to those who submit a ticket (currently requires them to create their own Freshdesk account and login to check ticket status)
- Difficulty adding group email addresses as an agent
- Non-intuitive solutions page (knowledge base) design even if the user is familiar with HTML
- Issues providing public URLs to those who submit a ticket (currently requires them to create their own Freshdesk account and login to check ticket status)
- Difficulty adding group email addresses as an agent
- Non-intuitive solutions page (knowledge base) design even if the user is familiar with HTML
What problems is the product solving and how is that benefiting you?
- Integrate with a third-party customer support team, who uses a legacy system
- Incorporating a phone number hosted by the third-party customer support team
- Full views tracking responses from multiple agents to avoid overlap
- Historical ticket referencing for customers following up on past issues
- Knowledge base development
- Incorporating a phone number hosted by the third-party customer support team
- Full views tracking responses from multiple agents to avoid overlap
- Historical ticket referencing for customers following up on past issues
- Knowledge base development
Not a fan of the Update.
What do you like best about the product?
I like that it is easy to use, but it is not dependable with this new update.
What do you dislike about the product?
The new platform is not as easy to use. There is a delay and lag time and the app is down quite frequently or doesn't record the time or there are missing entries. I miss the small time tracker that could easily be placed in the corner of my screen so that I could see the time tracker.
What problems is the product solving and how is that benefiting you?
I love that customers have several options to submit a support ticket. They can go to our portal page and enter a ticket or submit their request via a customized email that funnels into our support system.
A simple tool to start recording support tickets.
What do you like best about the product?
Its simple to integrate with gmail and to bring team on same page while still using free version. It's best tool if you want to start building support function at your organisation.
What do you dislike about the product?
If you want to use premium features you will have to pay very high per user. They have multiple paid plans but you will have to buy costliest plan to get all premium features.
What problems is the product solving and how is that benefiting you?
We use freshdesk for collboration in support team and manage support team which we have at our organisation. It helps us in following things
a) To keep track of email which are coming to support email address.
b) To keep track of status of each ticket in terms if it is pending on customer or our internal team.
c) to track performance team.
d) To calculate CSAT score of individuals.
a) To keep track of email which are coming to support email address.
b) To keep track of status of each ticket in terms if it is pending on customer or our internal team.
c) to track performance team.
d) To calculate CSAT score of individuals.
Recommendations to others considering the product:
A goto software for Support teams.
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