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.
Modern, easy2learn and reliable system
What do you like best about the product?
- Speedy
- search engine
- customer senter
- search engine
- customer senter
What do you dislike about the product?
- lack of customization possibilities
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What problems is the product solving and how is that benefiting you?
- Incomming support tickets from customers
- administrating incoming tickets within our support team
- Reports
- administrating incoming tickets within our support team
- Reports
Customer service experience with Freshdesk
What do you like best about the product?
The ability to instantly chat with them.
What do you dislike about the product?
Passive aggressive answers, long time to develop customer requested features.
What problems is the product solving and how is that benefiting you?
Customer ticketing, ease of use.
Playing hot potato with tasks
What do you like best about the product?
Reassigning tasks to one another
What do you dislike about the product?
Response to every ticket being mandatory, else it would show response is due.
What problems is the product solving and how is that benefiting you?
Solving customer-related issues
Problem solving
What do you like best about the product?
It was a minor bug that i just want them to noticed, turn out they seem pretty serious about it.
What do you dislike about the product?
It was a minor bug that does not do any harm or effect my work, but them keep coming back to me for feedback/update, causing more "noise"
What problems is the product solving and how is that benefiting you?
We using it as helpdesk, our user submit ticket for any issue they have, we then able to track/update and resolve these issue.
Good, simple
What do you like best about the product?
Live chat support, so the customer can ask to the customer service directly from the website they visit. And the customer service can hel them with view of customer page.
What do you dislike about the product?
Live chat report, the chat duration. It still count even when the customer offline or leave the page. So the duration is invalid. Because it still run as chat before the customer sevice close or end the live chat.
What problems is the product solving and how is that benefiting you?
Complain about product. I can review and check the same problem that ever report to our company as log as i tag it with same keyword.
Recommendations to others considering the product:
Review the report of ticket and report of live chat. Especially for the live chat duration
A good software
What do you like best about the product?
I, Giacomo, say that Support and simplicity are good things about freshdesk
What do you dislike about the product?
It's sometimes difficult to give right profiles to ticket, since the semantic research engine is not optimal. It's difficult and costly to integrate FD with my VOIP.
What problems is the product solving and how is that benefiting you?
Now I've got a cloud solution that is always up to date plus my colleagues can work with a better software.
Recommendations to others considering the product:
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Freshdesk Review
What do you like best about the product?
Freshdesk's interface is super simple and very easy to use.
What do you dislike about the product?
their customer service needs to be improved. they are a super slow to respond especially on chat and most of the time, the agents aren't calibrated. They give different answers to the same question.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy to track emails from customers and answer them within the timeframe our company set. With FD, we can also easily see how our team is performing just by pulling out data from their reports.
Recommendations to others considering the product:
Freshdesk is a very straightforward and easy to use tool but they need to woek more on the customer service.
Great Support Staff
What do you like best about the product?
Staff is knowledgeable and helpful. They work hard to help resolve our problems.
What do you dislike about the product?
Sometimes support calls / chats are not answered.
What problems is the product solving and how is that benefiting you?
Help desk ticketing system
Recommendations to others considering the product:
Not sure
Good ticketing system
What do you like best about the product?
The Freshdesk dev team does a great job working with us to customize our portal to look like our company website.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
What do you dislike about the product?
Further development of the Discuss feature should include the ability to add a discussion to a ticket after discussion terminates so the content isn't lost when discussion is closed, similar to the chat feature.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
What problems is the product solving and how is that benefiting you?
One business problem we are solving is customer communication/satisfaction.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
Recommendations to others considering the product:
Be sure to weigh how Freshdesk will integrate with the other programs currently used by your company (ex: CRM, CMS, email provider, developer control repository, etc).
Freshdesk needs some improvements
What do you like best about the product?
Knowledge base system
Dashboard tab
Assigned Agent system:easily escalate to other agents
Dashboard tab
Assigned Agent system:easily escalate to other agents
What do you dislike about the product?
No BCC
Email Template: Why these were not arranged in order?
Email Template: Why these were not arranged in order?
What problems is the product solving and how is that benefiting you?
Tracking email from customer. Can track and trace for email.
Recommendations to others considering the product:
Need to improve before I recommend
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