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.
Great potential
What do you like best about the product?
The tool is full cloud, very flexible, really simple to configure and it is possibile to create different rules to manage different SLA for the customers that a company have to manage.
What do you dislike about the product?
Sometimes you can encounter in some annoing bugs that can make you waste a lot of time. (even with the new "mint" interface)
What problems is the product solving and how is that benefiting you?
We have finally introduced (now it's 2 years) a real Support for our customer.
Multifunctional and inexpensive customer support system
What do you like best about the product?
I love powerful ticket system.
We use that system with slack notification.
We use that system with slack notification.
What do you dislike about the product?
In Japan, Knowledge base function is not better.
The search function is weak.
The search function is weak.
What problems is the product solving and how is that benefiting you?
It is possible to manage the inquiry management of many customers with one central management method.
Recommendations to others considering the product:
very good choice when you want to use powerful support systems.
Freshdesk for small retail customer services
What do you like best about the product?
VERY clear pricing, you know exactly where you stand, and the support is very swift and competent - able to quickly identify issues and offer solutions.
What do you dislike about the product?
Wish they allowed a free technical user, i don't like the idea of the occasional daily user.
What problems is the product solving and how is that benefiting you?
Customer service, multi geographic locations and management visibility
Convenient customer care system
What do you like best about the product?
Freshdesk is a good solution for customer care in SMEs. It is easy to onboard new users on it and can do more (with intelligent routines) if needed.
The system automation and the management of related tickets are good features.
The system automation and the management of related tickets are good features.
What do you dislike about the product?
Some routines have limited options, which make it hard to fully customize them.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to offer fast and reliable customer service on all our channels - and no customer would ever get overlooked.
Great potential
What do you like best about the product?
The new admin UI is clean and efficient. I like how the sections are organized. It's intuitive.
What do you dislike about the product?
The difficulty to customize the templates of the front office. The difficulty to use as a Saas tool for serverless websites.
What problems is the product solving and how is that benefiting you?
We want to help our app users with a knowledge base and make it easier for our agents to update the content and rearrange it.
Recommendations to others considering the product:
Think of your customization needs. The templating possibilities are sometimes limited and it's difficult to test your updated design locally, no sandbox provided by Freshdesk.
It was good to work on Freshdesk
What do you like best about the product?
1) Easy communication and tracking.
What do you dislike about the product?
Tracking is difficult.Can be more organised
What problems is the product solving and how is that benefiting you?
Software
easy deploy, user friendly
What do you like best about the product?
a lot of features that makes sense compared to our previous ticketing system. simple things like bcc and email campaigns
What do you dislike about the product?
the spam filter needs a lot of work, we are constantly having to deal with filtering these out
What problems is the product solving and how is that benefiting you?
cost and scalability
Recommendations to others considering the product:
if you get volumes of spam, you may need to be creative
Great Customer Service!
What do you like best about the product?
Very simple to use and user friendly. Had (what I thought) would be a major issue, called the CS team. Answered the call immediately, understood the issue and fixed the problem in minutes. very impressed
What do you dislike about the product?
often get multiple tickets for the same issue based on "fwd", "re:" etc being in the subject, if the ticket is opened directly in the system or emailed in.
What problems is the product solving and how is that benefiting you?
Support Ticketing system
Mostly content
What do you like best about the product?
Slack integration in the Mint version is not as expected
What do you dislike about the product?
Mint version not allowing us to change the requester when pushing a ticket from slack to Freshdesk.
I've had a forum ticket opened for months asking for the update as this is a showstopper for us. Nothing updated so far.
I've had a forum ticket opened for months asking for the update as this is a showstopper for us. Nothing updated so far.
What problems is the product solving and how is that benefiting you?
Helpdesk, Customer Self - Service
Freshdesk, the pros and cons
What do you like best about the product?
Freshdesk has a number of useful features. What stands out, however, is the speed of their support team.
What do you dislike about the product?
Occasionally, I would stumble across something where it really seems like there should be a feature. For example, you can't set automatic replies according to support email without setting up tedious IFTTT rules.
What problems is the product solving and how is that benefiting you?
Managing multiple support email for different customers.
Recommendations to others considering the product:
Most things are possible, the biggest problems are the ease of achieving what you set out to do. However, the support team are very knowledgeable and very quick to reply.
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