Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Helpdesk review
What do you like best about the product?
Guaranteed fast response to raised tickets - if you have a query then you know that this will be responded to by end of day
What do you dislike about the product?
I am struggling to find any thing to dislike - even the bot "Frank" on the support website has made helpful material available to my questions.
What problems is the product solving and how is that benefiting you?
Customer communication is improved via email automation with templates and rules. Agents are spending less time manually responding to customers, the system takes care of that allowing them to spend more time supporting our software.
Recommendations to others considering the product:
Reliable support
Easy to use with great support
What do you like best about the product?
Easy to train new employees on the workflow in the GUI.
What do you dislike about the product?
Setting up rules can be difficult and confusing at times. It took a long time for us to get used to it and make them work properly.
What problems is the product solving and how is that benefiting you?
It makes it easy for us to go to one spot to handle all customers from our many channels.
Recommendations to others considering the product:
Having a person who understands ticket systems is important as an Admin. Without a confident admin setting up freshdesk can be difficult.
Sleek but Flawed
What do you like best about the product?
Very easy to learn and use, nice sleek, appearance.
What do you dislike about the product?
Features are lacking. We need different portals for different groups (Not different products).
What problems is the product solving and how is that benefiting you?
Library problems. It's nice to have older tickets on hand to reference and the capability to access recommended solutions.
Recommendations to others considering the product:
Make sure it has all the features you need, for our purposes it's a bit lacking.
Solid Product, Severely Lacking Support
What do you like best about the product?
Out of the box, FreshDesk is easily setup and implemented in a very short time frame. In just a few hours we had transitioned all of our traditional email support channels over to FreshDesk. The product excels nearly everywhere you'd like it to. Integration into their other suites is a plus, see the "dislike," area.
What do you dislike about the product?
FreshDesk (and the rest of FreshWorks) has absolutely awful sales and technical support departments. I was transferred 4 times during an online chat session, multiple times with no notice. I am presently 1 week deep into a fiasco with SSO implementation which I was told was adequately supported in PRESALES (which it took nearly 3 days just to get a sales rep to follow up to our inquiry), subsequently would take a workaround that they would implement "by tomorrow," 6 days ago. Their cross product integration, the reason we actually chose FW over any other product suite, leaves quite a bit to be desired. Presently it's half baked, at best.
What problems is the product solving and how is that benefiting you?
Customer support has been significantly streamlined, allowing individuals to know who is handling which particular inquiries and the subsequent status of them.
Recommendations to others considering the product:
Utilize the trial feature. Run through absolutely every portion of implementation that is important to you - don't assume that because you have a positive experience in one area, that you can expect that through out the entire product.
Quite satisfactory
What do you like best about the product?
Reports and analytics are the best part of Freshdesk.
What do you dislike about the product?
Navigation is a bit difficult in Freshdesk.
What problems is the product solving and how is that benefiting you?
We have our Customer Helpdesk configured in Freshdesk.
Fast but needs more features
What do you like best about the product?
It's a very fast system and has some excellent features, although there are several missing features that would be very useful.
What do you dislike about the product?
Some navigation paths are annoying such as not being able to go to a customer (company) detail page from the customer's contacts list. Limited reporting (for example, can only report on issues, not companies or users). The API is very poor - I used to create custom dashboards by writing PHP scripts to extract the details we needed from TeamSupport. I can't replicate any of those pages with FreshDesk. Just look at the TeamSupport API page and you'll see what I mean.
What problems is the product solving and how is that benefiting you?
Using it as a help desk for a support team across two locations to help and support customers using our software packages.
Recommendations to others considering the product:
Do your reasearch and make sure the system you choose does everything you need it to. FreshDesk isn't massively customisable compared with others and the API is a let-down.
Freshworks Review
What do you like best about the product?
1. Configuration is fairly user-friendly and transparent
2. Native features are also pretty good
3. Support is easily accessible from within the admin panel
4. Nice native CSAT feature
5. Knowledge-Base feature is also decent
2. Native features are also pretty good
3. Support is easily accessible from within the admin panel
4. Nice native CSAT feature
5. Knowledge-Base feature is also decent
What do you dislike about the product?
1. Live Chat is becoming a separate product with separate pricing
2. No native support for creating new tickets when answering a closed one - needs to be set up though a complicated API -webhook interaction
3. Forum has limited functionality for purposes outside of support
4. No customizeable keyboard shortcuts.
2. No native support for creating new tickets when answering a closed one - needs to be set up though a complicated API -webhook interaction
3. Forum has limited functionality for purposes outside of support
4. No customizeable keyboard shortcuts.
What problems is the product solving and how is that benefiting you?
Serves it's purpose - keeps support requests organized, has the most important functionalities. Ticket system and livechat work as advertised.
Recommendations to others considering the product:
I strongly recommend reading through the documentation and trying the free trial, answers a lot of questions. If not - you get chat support throughout your trial so you get most of the things you want to know answered.
Simple Support Tool
What do you like best about the product?
It is quite a simple tool with a quick interface. Ticket fields are easy to create and customize
What do you dislike about the product?
Lacks robustness of reporting.
When you have many fields, they're pretty clunky. My ticket fields are often longer in sidebar than my tickets.
The KB area UI could use some work.
When you have many fields, they're pretty clunky. My ticket fields are often longer in sidebar than my tickets.
The KB area UI could use some work.
What problems is the product solving and how is that benefiting you?
We can accept support tickets.
use cases: tech support and travel industry
What do you like best about the product?
how flexible the team is to adjust things for your case.
how you can adjust almost any notification (still working on removing the "almost").
how you can adjust almost any notification (still working on removing the "almost").
What do you dislike about the product?
some decisions FD has made only thinking on some use cases, leaving no room to adjust to more cases.
we are working with dev team to fix this, but sometimes is hard bc the solution involve to many chances.
we are working with dev team to fix this, but sometimes is hard bc the solution involve to many chances.
What problems is the product solving and how is that benefiting you?
team work. security against mistakes. lower response time.
speed up agent work.
reporting
speed up agent work.
reporting
Recommendations to others considering the product:
ask for an account manager. and escalate your concern to him.
he'll be helpful
he'll be helpful
Freshdesk is Great but Lacks Organization
What do you like best about the product?
There are many underlying functions that can be performed in Freshdesk that allow for great cross-departmental communications. Issues are easily tracked and driven towards solutions.
What do you dislike about the product?
Freshdesk is very unorganized and messy if not properly rolled out to a company/enterprise. The depth of Freshdesk calls for many superusers that must know the functionality and capabilities this tool has to offer.
What problems is the product solving and how is that benefiting you?
Customer Concerns, Hardware and Software Customer Issues, EHR Credential Request and Revocations, Compliance Policy Adherence
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