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.
Experience with Freshdesk
What do you like best about the product?
Easy to use and support team is responsive to problems when they occur. The multi-product features allows us to customize to our products and allows help desk agents to support multiple products.
What do you dislike about the product?
Mint version has lost features from old style. Chat has improvement opportunities to be realized.
What problems is the product solving and how is that benefiting you?
Improved responsiveness to customer questions and problems.
Recommendations to others considering the product:
The trial is the best way to answer the question. It was especially nice to be able to easily test different plans during the trial.
Beyond
What do you like best about the product?
How the agent catered a remedy to my specific issue. Not just a link to an FAQ.
What do you dislike about the product?
The platform itself may not be self explanatory to create auto-responses for all users.
What problems is the product solving and how is that benefiting you?
Time saving and organization.
Sleek, and smooth ticketing environment, good support
What do you like best about the product?
The look and feel of the GUI is nice. It takes some getting used to but once you get comfortable it's pretty great to use.
What do you dislike about the product?
There's some strange limitations with things like ticket merging, and we've got an ongoing issue with duplicate tickets being created for the same issues, but other than that I'm liking it.
What problems is the product solving and how is that benefiting you?
We've been able to better track our ticketing. There are still some features we're figuring out how to use, but what we have so far seems good.
Recommendations to others considering the product:
If you're looking for something with a nice UI and powerful tools for tracking and organizing tickets. Do take the time for your team members to familiarize themselves with all the features.
Freshdesk is a pretty solid product
What do you like best about the product?
Intuitive UI, useful templates, excellent customer support
What do you dislike about the product?
Initially, I didn't like the fact that all of our customers needed to create Freshdesk accounts in order to view their tickets, but Freshdesk support helped me overcome this obstacle by using public URLs.
What problems is the product solving and how is that benefiting you?
Bridging the gap between customer feedback and our developers.
Recommendations to others considering the product:
Spend at least an hour learning about the admin panel before going live.
Helps our business immensely, but has a few glitches.
What do you like best about the product?
Freshdesk hasn't had any downtime since we started using it two years ago. It made us a more organized company and helped us keep up with growth as we started running ads and processing more transactions. Their support team replies quickly. Their online training helped us get implementation done with minimal effort. Best of all, the system is intuitive. No user ever raised a question about how to do something in Freshdesk.
What do you dislike about the product?
The user interface needs an update. Search also needs improvement. Why is it we can only look for customers sorted by first name? The Facebook connector works, but leaves a lot to be desired.
What problems is the product solving and how is that benefiting you?
We prepare shipments for online sellers using Freshdesk for both sales and support interactions. With Freshdesk connected to our general inbox address, we no longer have to wonder if emails are falling through the cracks. As company owner, I get a clear picture of what my team is doing. Also, if an employee is absent or leaves forever we can still see the communication they had with our customers.
Recommendations to others considering the product:
Spend money for a proper implementation if you can. We were on a shoestring budget, so it was just the CEO guiding the implementation for three users. Freshdesk did not charge for implementation assistance but we didn't have anyone assigned to the project.
It was a wonderful helpdesk product
What do you like best about the product?
The ease of use in handling the product. Freshdesk consists of various features like Team Inbox, SLA Management,Agent Collision Detection and Custom Ticketing but out of all these Agent collision Detection was the best.
What do you dislike about the product?
Although almost all its features were quite good but still there are some lacunae to fill like the calling feature that they don't have can be incorporated into it.
What problems is the product solving and how is that benefiting you?
We are able to address our customer queries and also track the conversations while assigning/auto assigning the tickets to our customer service reps. The benefits include our customer churn rates have been reduced by over 20 percent.
Recommendations to others considering the product:
The most appropriate recommendation would be to test the product for 30 days before actually purchasing it. In the free trial period, you will get access to most of the features that they offer. This is the best product available in he market for HelpDesk.
Only have it for 4 days in use but till now meets my expactions
What do you like best about the product?
Only have it for 4 days in use but till now meets my expactions. I like the gamification a lot where you can give your agents rewards. But as I said, i do not use it that long.
What do you dislike about the product?
It is rather strange that if you once selected your primary language you are not able to change them anymore
What problems is the product solving and how is that benefiting you?
Ticketing and Knowledge Base (internal and external)
Good Butts missing some features
What do you like best about the product?
Easy was to make and track work requests.
What do you dislike about the product?
Wish it could allow for recurring due dates.
What problems is the product solving and how is that benefiting you?
Tracking and analysis work requests.
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Recommendations to others considering the product:
It’s a good tool for tracking tickets
Freshdesk as a forum
What do you like best about the product?
The organization of categories was good.
What do you dislike about the product?
The search engine could be improved. I can’t always find what I’m looking for.
What problems is the product solving and how is that benefiting you?
I used Freshdesk as an independent contractor. The contractor forums were on Freshdesk. Any question or problem could be addressed and answered.
we are useing it to manage engagement with field teams.
What do you like best about the product?
Ease of Use
technical support
SLA Management
Mobile app
Ticket search
technical support
SLA Management
Mobile app
Ticket search
What do you dislike about the product?
Poor support
can't modify the Ticket Summary
we can't have an option as not ticket and not be in on hold tickets
can't modify the Ticket Summary
we can't have an option as not ticket and not be in on hold tickets
What problems is the product solving and how is that benefiting you?
technical support
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