Freshdesk
Freshworks Inc.External reviews
3,435 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Freshdesk usage review
What do you like best about the product?
easy solutions
Easy sorting
Easy clearance of tickets
More organized
Easy sorting
Easy clearance of tickets
More organized
What do you dislike about the product?
less control for developers to customize it.
Limited development tools.
e.g. can only use jQuery
Limited development tools.
e.g. can only use jQuery
What problems is the product solving and how is that benefiting you?
easy solutions
Easy sorting
Easy clearance of tickets
More organized
Easy sorting
Easy clearance of tickets
More organized
Well functioning app. Some tweaks still need to be done to suit all needs of ours.
What do you like best about the product?
Works on all devices and simple to assign chats to different people. Clean and nice interface. Sufficient functions.
What do you dislike about the product?
Bot could be more smarter to make the conversation with the customer better. Support (freshdesk) would be nice to have as FAQ and not needed to write them again. More clearer tips on how to access your backend to enable the chat to our web app.
What problems is the product solving and how is that benefiting you?
Easier support and sales possibilities. Our main focus is to bring leads to FreshSales.
Freshdesk Review
What do you like best about the product?
The staff are very proactive in reaching out and assisting and are always readily available.
What do you dislike about the product?
Unfortunately a lot of features are missing or somewhat complicated. Phone calls are not tracked very well, and you cannot create tickets for calls that are forwarded to mobile. All phone calls should automatically create tickets. This is what Zendesk does, and it makes tracking much easier. With Freshdesk it is nearly impossible to track your calls and gather data from them, and the reporting for phone calls is non-existant which is a huge problem.
What problems is the product solving and how is that benefiting you?
Freshdesk is quite user-friendly. Its interface is pleasant to look at, and it has quite a few good features, however it still needs some improvement.
Recommendations to others considering the product:
Make sure it meets all your needs before switching.
nice ticketing tool
What do you like best about the product?
simple GUI,user friendly its complete freware
What do you dislike about the product?
Ticket not created immediately late response
What problems is the product solving and how is that benefiting you?
tracking of ticket
Freskdesk - good for tickets, bad for searching
What do you like best about the product?
The ticketing system is easy to use, the gameification features work well, canned responses and automation all help ticket management. The support staff for Freshdesk are helpful and friendly.
What do you dislike about the product?
The ticket searching can be completely terrible with it occasionally unable to find live tickets which are clearly visible in open queues.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us get on top of our customer support and enabled us to track problems while keeping the customer aware of how their issues were progressing
Easy to use, not the most reliable
What do you like best about the product?
Ease of use, format, canned responses, reports
What do you dislike about the product?
Emails out of order even when sorted, bugs in the software
What problems is the product solving and how is that benefiting you?
Trending topics
New Freshdesk user
What do you like best about the product?
Ease of seeing tickets. the main dashboard is nice.
What do you dislike about the product?
Needs a better knowledge base and a way to customize a dashboard just for one person.
What problems is the product solving and how is that benefiting you?
ticket management. evaluating productivity.
Recommendations to others considering the product:
I would like to be able to have a customization dashboard just for me.
Simple and helpful
What do you like best about the product?
The fact that you address our complaints very fast and follow up on them makes you my best choice. You have also simplified the workload on the various platforms.
What do you dislike about the product?
Most agents can't view the work they have done under reports.
What problems is the product solving and how is that benefiting you?
Our Customer Care section has really improved. Clients get responses to their inquiries on time. The fact that, you assign ticket numbers to inquires raised, makes it easier in tracing old inquiries.
Recommendations to others considering the product:
Its simple and super helpful
The best support software I've used
What do you like best about the product?
It's ability to easily handle multiple tickets, with constant updating, and ease of use.
What do you dislike about the product?
Some of the built in metrics and features and just not usable.
What problems is the product solving and how is that benefiting you?
Vastly increased management of open support tickets.
Great product but needs some work
What do you like best about the product?
The ticketing function is great. Its easy to file tickets and interact with customers. Its also really easy for clients to view their tickets online. Just be aware that the product is really good for companies that have simple interactions. It becomes cumbersome with interactions like we have that often last longer. The Knowledgebase and Forums also have good functionality.
What do you dislike about the product?
My biggest complaint is reporting. There should be an intelligent reporting engine like other comparable systems have. There is no reporting on the knowledgebase, AT ALL. You can see how many views a solution has but you can't report on that information. You also cannot report on forums or easily see who is subscribed to one. As for the ticket reporting, the filters are lacking. I end up having to export the data that I can get and do my reports in Tableau.
Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.
Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.
What problems is the product solving and how is that benefiting you?
Providing customers with an easy way to contact us and interact with us on new and existing tickets.
Recommendations to others considering the product:
Be careful if you have longer involved ticket interactions.
showing 261 - 270