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.
The customer service level is decent - people responded quickly with a desire to help out.
What do you like best about the product?
I like that you can reach freshdesk support 24/7. Normally they will reply promptly, although occasionally there were agents who didn't manage to follow through the whole conversation - in these instances, it's quite annoying as you can't talk to someone else as the agent hasn't closed the window at FD's end.
I like that emails can be converted into a ticket form so agents can work on tickets easily. In addition, I like that there are different functionalities available for admins to monitor the agents' performance.
I like that emails can be converted into a ticket form so agents can work on tickets easily. In addition, I like that there are different functionalities available for admins to monitor the agents' performance.
What do you dislike about the product?
I dislike that tickets are assigned based on the ticket creation date. It should have more flexibilities, like by priority, etc.
For load balanced ticket assignment, if I have two groups and if I set that each agent is only allowed to receive max 1 ticket for both groups, then the agent will receive only 1 ticket assignment from either of the two groups. If I change the configurations, it could happen that each agent receives 2 ticket assignments of one group, but not one from each group. I'd like to see that tickets can be assigned to agents equally for each group.
In live chat with the Freshdesk agents, sometimes it takes a bit of the communication before the agents could understand the queires.
The difficult / troublesome thing of using Freshdesk is that once you've made a change to the setting, you'd need to think if the action would have any consequences to your other rules. Sometimes when you're not aware of an existing rule / change something without realising its impact, rules won't work and it would have affected agents' (on our end's) efficiency.
Also, I dislike the occasional bugs in Freshdesk. Someimes we are sure that we have saved changes, they didn't get saved and are reverted back to the original setting. I would hope the IT dev could be better at FD's end.
For load balanced ticket assignment, if I have two groups and if I set that each agent is only allowed to receive max 1 ticket for both groups, then the agent will receive only 1 ticket assignment from either of the two groups. If I change the configurations, it could happen that each agent receives 2 ticket assignments of one group, but not one from each group. I'd like to see that tickets can be assigned to agents equally for each group.
In live chat with the Freshdesk agents, sometimes it takes a bit of the communication before the agents could understand the queires.
The difficult / troublesome thing of using Freshdesk is that once you've made a change to the setting, you'd need to think if the action would have any consequences to your other rules. Sometimes when you're not aware of an existing rule / change something without realising its impact, rules won't work and it would have affected agents' (on our end's) efficiency.
Also, I dislike the occasional bugs in Freshdesk. Someimes we are sure that we have saved changes, they didn't get saved and are reverted back to the original setting. I would hope the IT dev could be better at FD's end.
What problems is the product solving and how is that benefiting you?
Customer services and support. We benefit from that we are able to monitor agents' performance easier, as well as the flexibility of communicating with customers. We are looking into creating FD FAQs to make our pages look more attractive.
Pretty Good
What do you like best about the product?
They usually address your issue quickly.
What do you dislike about the product?
Sometimes it can be frustrating to find help.
What problems is the product solving and how is that benefiting you?
Direct chat
Recommendations to others considering the product:
More quick link resources
Freshdesk review for customer support
What do you like best about the product?
Freshdesk makes it very easy to achieve customer support goals through any of the cahnnels we wish to use (especially, social media, email and phone)
What do you dislike about the product?
we have yet to encounter faults in the software
What problems is the product solving and how is that benefiting you?
We have the benefit of problem solving and reaching our cutomer service goals through various online channels/apps, meaning all we really need is internet in order to work.
Great tool with minor weaknesses
What do you like best about the product?
intuitive user interface
helpful support
helpful support
What do you dislike about the product?
it ist not possible to give the chat a break (during the night or lunchbreaks for example)
German translation is incomplete
German translation is incomplete
What problems is the product solving and how is that benefiting you?
customer support via email + chat with one tool
Dececent for a small call center
What do you like best about the product?
Basic functionality is easy to use, company and support is very rapid.
What do you dislike about the product?
Lightweight reporting features, limited exporting abilities. Jira integration is welcome, but somewhat awkward.
What problems is the product solving and how is that benefiting you?
Basic customer help desk functionality.
Really good service for an ok price.
What do you like best about the product?
Works pretty good and it's a great way to have a easy helpdesk experience for our customers.
What do you dislike about the product?
Sometimes it's a bit tricky but not a big deal.
What problems is the product solving and how is that benefiting you?
Every day support for insurers.
Recommendations to others considering the product:
The first configuration takes a little time.
Freshdesk has great UI and is very flexible
What do you like best about the product?
Integrations across freshchat, emails, other enterprise apps such as Slack
What do you dislike about the product?
Desktop and mobile Notifications are not stable
What problems is the product solving and how is that benefiting you?
1. 12*7 Centralized support for consumer durable financing with zero sourcing cost
2. Benefits: Lowering of manpower cost
2. Benefits: Lowering of manpower cost
Great for managing our support tickets
What do you like best about the product?
Ticket tracking works really well, and we can track all we need to in monitoring agent responsiveness against SLAs that we need. Reporting on ticket performance is good and we're happy that we migrated from another ticketing system to Freshdesk.
What do you dislike about the product?
Non-ticketing areas of the service are not so feature rich. We'd like to (but can't) report on customer feedback on solutions articles we publish, we can't export or categorise or analyse forum posts or export them in any usable format.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for management of customer service queries, shared across a number of support levels with teams of agents dealing with them. This helps ensure we manage feedback from customers and can analyse our performance against targets. In spite of the constraints noted above we are happy with the core performance of the system.
Good wrok
What do you like best about the product?
Simplicity,Ease of use and customer suport
What do you dislike about the product?
There should be a little note for the customer to read before submitting the ticket will help the agent gather the info
What problems is the product solving and how is that benefiting you?
Software Error, addition, day to day customer support
Great, but could be better.
What do you like best about the product?
Compared to any other ticketing system, Fresdhdesk is great. It has the majority of features I/we need.
What do you dislike about the product?
There is certain functionality I really dislike. Small things that could be slightly tweaks that would make a daily user's experience so much better.
What problems is the product solving and how is that benefiting you?
Time logging (billable vs. non-billable) is ensuring assigning greatly with our profit margin in support.
Recommendations to others considering the product:
Try it out. Although there are a few improvements that could be made, I don't think there is a better ticketing system out there.
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