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.
Great start- but unexpected obstacles
What do you like best about the product?
Initial configuration and adjustments very usable......as soon as the technical setup is done
What do you dislike about the product?
Very busy and supportive account management.....but supporter slow to respond
What problems is the product solving and how is that benefiting you?
one portal for all customers (formerly: one mailbox per customer) increased accessibility and transparency
Nice Helpdesk Software with powerful features
What do you like best about the product?
The automatization of process includimg the dispatcher and observer rules. Support team is incredible
What do you dislike about the product?
Not as powerful as Gmail for example in mailing
What problems is the product solving and how is that benefiting you?
Helpdesk and custommer support. Our information is not a mess anymore
Huge Asset
What do you like best about the product?
As our client services team has grown, we found that a ticket system was needed to streamline client requests. With having the ability to assign out tickets and share knowledge through this platform, it has been a huge asset. The reporting is also very useful to see how our team is performing. The Freshdesk support team is very responsive and excellent at getting issues resolved quickly.
What do you dislike about the product?
There are too many account types to choose from. It would be more ideal to have less options with more features. I wish the system allowed us to add/edit/delete the contacts. We use an email marketing platform and there are many times it creates new contacts for emails that aren't valid. We have had some receiving/sending email issues, however Freshdesk support worked with us to get these resolved quickly.
What problems is the product solving and how is that benefiting you?
Freshdesk has made our team more organized and more aware of pending items that need attention. We were also having issues with more than one team member handling the same requests.
General Freshdesk review
What do you like best about the product?
Quick responses from tech support, very open to customizing the software to work for you. Reliability has been excellent with only a few small instances of downtime, nothing major.
What do you dislike about the product?
Occasionally issues can arrise due to language barriers, but the staff is very understanding and willing to re-phrase.
What problems is the product solving and how is that benefiting you?
support portals for various support offerings. Users are in different locations county wide. All can login to the same portal and collaborate without barriers.
Recommendations to others considering the product:
Good product with good support. Flexable and scalable.
Quality product and good support
What do you like best about the product?
Quick support and assistance from the team, a great tool with a lot of options for customisation.
What do you dislike about the product?
Some key UI/UX fixes are quite far off on the roadmap.
What problems is the product solving and how is that benefiting you?
Client ticketing. Easy management and tracking of tickets.
Recommendations to others considering the product:
Careful planning of ticket routing from initla setup goes a long way.
Excellent Value Helpdesk
What do you like best about the product?
The recent overhaul of the UI has made Freshdesk easier to navigate and more enjoyable to look at. The Helpdesk does what it's supposed to do, organize inbound tickets and track to resolution.
What do you dislike about the product?
Ticket handling rules only allow you to choose "Any" or "All" conditions to make changes to the status of the ticket or do actions. Integration of an "Or" rule subset of "Any" or "All" conditions would be awesome!
What problems is the product solving and how is that benefiting you?
Our primary customer service is handled via Freshdesk; additionally we facilitate our Urgent Emergency service through the use of Dispatch'r rules and a web hook to Pager Duty to alert the on call technician.
We have better managed customer communication in regard to issues, updates and feature requests.
We have better managed customer communication in regard to issues, updates and feature requests.
Recommendations to others considering the product:
Spend some time honing the email notifications for tickets otherwise you'll get spammed to the point that notifications may go ignored.
Decent CRM
What do you like best about the product?
The simplicity and interface is straightforward and intuitive.
What do you dislike about the product?
the mint experience update is buggy and not reliable.
The grading systems while a good idea is unreliable as a metric and requires more transparency on how it is calculated.
The grading systems while a good idea is unreliable as a metric and requires more transparency on how it is calculated.
What problems is the product solving and how is that benefiting you?
Customer issues with our proprietary software
Generally good
What do you like best about the product?
It helps us keep in contact with customers for support well.
What do you dislike about the product?
Some of the UI is awkward. e.g. the need to set the issue type before closing is annoying.
What problems is the product solving and how is that benefiting you?
Support for customers. Didn't have to build our own solution
essential app for business
What do you like best about the product?
- generally very simple to use
- personalised solutions, faq, etc page for your business
- very impressive support
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- personalised solutions, faq, etc page for your business
- very impressive support
-
What do you dislike about the product?
-$ per user per month + restricted essential features & only accessible on the higher plans
- restricted collaboration (e.g. assign ticket to no more than 2 staff)
- lack of visuals (graphs, swim lanes like Jira service desk)
- some tricky set-up (e.g. DKIM)
- restricted collaboration (e.g. assign ticket to no more than 2 staff)
- lack of visuals (graphs, swim lanes like Jira service desk)
- some tricky set-up (e.g. DKIM)
What problems is the product solving and how is that benefiting you?
email ticketing system
very good management of email correspondence, history, threads, etc.
task management
collabatoration
very good management of email correspondence, history, threads, etc.
task management
collabatoration
Recommendations to others considering the product:
If you have not been exposed to any ticketing system, Freshdesk is your first and only choice.
It's got problems, but it's an okay tool in general
What do you like best about the product?
It's got the features we need. Their support is wonderful and very helpful. The latest Mint interface visuals look nice and clean
What do you dislike about the product?
The UI is not the best, some things take a lot of time to get used to and you desperately want to rearrange some parts of the menu
What problems is the product solving and how is that benefiting you?
We use their service to manage and funnel our customers' requests and feedback and accept feature requests
Recommendations to others considering the product:
Zendesk is still better but this one is pretty workable and they develop and get better with time. I've spent 5 years working with Zendesk though and liked it very much, so it may be subjective. Writing this now I also understand that I am not providing enough feedback to Freshdesk about my thoughts and pains and needs and that's on me. Maybe they could provide me with a better UX if I let them know what I deem to be a better UX =D
And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing
And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing
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