Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Great Follow-up
What do you like best about the product?
It is nice that we are able to integrate it with Facebook which is one of our primary channels for questions/comments.
What do you dislike about the product?
Would like to be able to integrate Instagram's messenger system into Freshdesk (just like Facebook)
What problems is the product solving and how is that benefiting you?
One area to house most of our customer service supper
Make Support Easier and Better
What do you like best about the product?
Easy to follow and manage support tickets of our customers.
What do you dislike about the product?
There is nothing that i don't like on this product. For a small company like ours is the free licence a very good thing
What problems is the product solving and how is that benefiting you?
We are a Software-Company also providing IT_Services to our customers. With freshdesk we apporved out SUpport, when more then one Teammember is working on the same case
Freshdesk - a great customer service tool with great customer service
What do you like best about the product?
The ability to get a quick overview and manage support questions over multiple timezones easily by adding smart customizable automation workflows.
What do you dislike about the product?
When we started, I had the feeling the customer service was a bit more proactive to solve things for you, while they take a more responsive attitude now that the product has gained in features and that is part of the greater Freshworks app-suite
What problems is the product solving and how is that benefiting you?
Problems to solve for our own users in a timely manner. We could not handle this via simple e-mail messaging anymore.
Recommendations to others considering the product:
Freshdesk is a great tool with good automation workflow options to reduce the busy-work like managing (individual) support question assignments.
I am an experienced Customer Service Agent. Some Good some not so Good
What do you like best about the product?
The interface is good. I like the ease and flow of the software
What do you dislike about the product?
I dislike the fact that it doesn't integrate with Fresh Chat. This causes a number of issues. I also wish I could structure the Groups a bit better. Having trouble with the social chat as well
What problems is the product solving and how is that benefiting you?
We offer software support to multiple properties.
Recommendations to others considering the product:
Make sure to understand the issues around Freshdesk Chat and Fresh Chat.
Overall very functional site.
What do you like best about the product?
The UI seems pretty easy to use and the metrics / groupings is helping us better manage resources as well as see where we might need more. The rules engine seems easy to use. We do have a couple unique use cases and they help us brainstorm different potential solutions.
What do you dislike about the product?
We are using their API to create tickets and have run into issues regarding a particular use case we have. They are still looking to solve this issue.
What problems is the product solving and how is that benefiting you?
Consolidation of support tickets / issues. Better metrics and decreased duplication of work. With the metrics we can better monitor where more issues are to help with a better distribution of work. We were managing issues via multiple mediums and have been able to consolidate this to just Freshdesk. We are also using Freshsales and looking at Freshchat.
Recommendations to others considering the product:
Get your use cases defined prior to implementation to help that process go smooth.
Mostly a good experience, and they are willing to help.
What do you like best about the product?
The ability to use other products that can be linked to Freshdesk. We use Jira for our level 3 tickets so being able to link the two systems together is really nice.
What do you dislike about the product?
There is a lack of reporting capabilities, the chat system could use a but of an upgrade. There are actually several issues with the chat system, but I won't go into them all. I am working with their troubleshooting team right now to try and get it working so we can implement it onto our website.
What problems is the product solving and how is that benefiting you?
Basic troubleshooting for issues our customers are facing when using our website. The iPhone app is nice, and makes it easier to work while not in the office.
Recommendations to others considering the product:
There isn't very good reporting options, and the chat system isn't as good as it can be, but it looks like they are working on it to get it where it needs to be. But overall Freshdesk is easy to use and a good product.
Support reps are very attentive
What do you like best about the product?
The system allows you to be in contact with your clients easily and notified when they are needing assistance. They interface is intuitive and helpful.
What do you dislike about the product?
I have had issues searching for clients in the past. I had to check not only them as users but then through the magnifying glass in the top right (mint theme).
What problems is the product solving and how is that benefiting you?
I have quick response to my clients and they can contact us whenever they need. I also know if something is a major issue or not based on the emails sent directly to the linked address.
Testing
What do you like best about the product?
Availability of agents on chat,..............................
What do you dislike about the product?
Not a single dedicated point of contact. Have brief about business requirements to each new agent. Bugs in setting up live chat, break in contact with tech team
What problems is the product solving and how is that benefiting you?
Customer service: Live chat, feedback widget and tickets
Recommendations to others considering the product:
Know your business requirements beforehand
Does the job, good customer service too
What do you like best about the product?
The customer service team are quick and responsive
What do you dislike about the product?
Coding the styles of the sites, it should be easier for everyday user.
What problems is the product solving and how is that benefiting you?
Personalised web portals for customers
Recommendations to others considering the product:
Its decent.
FreshDesk Support Experience
What do you like best about the product?
I like that I was able to hop on a call to discuss my questions with a customer support representative to clear my questions all at once.
What do you dislike about the product?
Some functionalities that we wished that we could have implemented cannot be achieved with the current product features.
What problems is the product solving and how is that benefiting you?
I'm trying to improve our operations efficiency through some of the implementations that I was trying to make. I was able to figure some of the questions that I had with the customer support representative but some functionalities were just limited by the product.
Recommendations to others considering the product:
Think through what your business's requirements are and consider the full functionalities of FreshDesk and whether it can meet your business needs.
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