Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Great product for a small but growing company
What do you like best about the product?
The application is very easy to get up to speed on. Very little training is required.
Administration of the product is easy and intuitive.
The different product/pricing levels make it affordable and make it easy to move up-stream.
Administration of the product is easy and intuitive.
The different product/pricing levels make it affordable and make it easy to move up-stream.
What do you dislike about the product?
When we first signed up Freshdesk signed a BAA for HIPAA compliance. Now they are stating that they are not HIPAA compliant which means we will need to get off of the platform.
I'd like to see a slightly richer integration with other apps, specifically with Google Apps and Jira. The integrations that are in place work but their features are limited.
I'd like to see a fuller feature set for forums.
Some feature implementations are not well thought out as far as how they will impact all customer types. I'd like more flexibility in terms of turning on/off features and would like them to be more fully integrated in the product.
I'd like to see a slightly richer integration with other apps, specifically with Google Apps and Jira. The integrations that are in place work but their features are limited.
I'd like to see a fuller feature set for forums.
Some feature implementations are not well thought out as far as how they will impact all customer types. I'd like more flexibility in terms of turning on/off features and would like them to be more fully integrated in the product.
What problems is the product solving and how is that benefiting you?
We use it as our customer support site. We don't provide phone support, so this is our primary means of communicating with our customers.
Solid support software
What do you like best about the product?
Freshdesk does the expected job with minimal hassle and allows you to get running very quickly. The day-to-day workflow of managing tickets is streamlined and pleasant to work with. Ticket search remains perfectible but has significantly improved.
What do you dislike about the product?
Some common operations like quickly applying actions per ticket, mass-modification or changing the values of custom ticket fields remain a bit tedious.
Automation features (Observer & co) are a bit awkward but are usable.
Automation features (Observer & co) are a bit awkward but are usable.
What problems is the product solving and how is that benefiting you?
We managed to achieve a very good support level
Recommendations to others considering the product:
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Quick review
What do you like best about the product?
Fist of all I'd like to praise Freshdesk for their communication and support. It's very easy to reach them, and all the conacts we very knowledable helpful!
Regarding the system: I like the reporting tools. Intuitive and very in-depth - if necessary.
Regarding the system: I like the reporting tools. Intuitive and very in-depth - if necessary.
What do you dislike about the product?
Our team had some issues with smaller UI related issues, some of which are supposed to be fixed with the upcoming update. Some of them seem to be related to firefox, and seem to work fine on Chrome, something to keep in mind? Our biggest issues were related to our multi-language set-up. One the one hand the language detection doesn't work for us. On the other hand some features, e.g. CSAT survey, simply don't support more than one language.
What problems is the product solving and how is that benefiting you?
We've improved our reporting a lot. More data, easier to access, more automized reports. The tagging-feature helped us track groups of cases more efficiently.
Good for Small Business
What do you like best about the product?
My favorite thing about freshdesk is that they are constantly making improvements and have a wide variety of options to customize your account.
What do you dislike about the product?
While they have customer service that responds quickly, their customer service is very hard to communicate with. It often takes them a while to even recognize what you are trying to get resolved. They can also be a little snippy.
What problems is the product solving and how is that benefiting you?
Freshdesk is what we use for our Customer Service team. Freshdesk has great reporting for phones.
Recommendations to others considering the product:
I would make a wish list of everything you need and make sure that Freshdesk has it. While they have good phone reporting, reporting for tickets is not great especially if you use their timing system. It's a good program, but it many not have EVERYTHING you want. The system does tend to go down once every 2 or 3 months, but they are very quick at getting it back up.
Freshdesk as a custom support software
What do you like best about the product?
It's very simple and easy to setup/use. A lot of really cool features come out of the box. The ticket management, is also very intuitive and fast.
What do you dislike about the product?
The API can be kind of tricky to use. It could use more documentation for clarity's sake. I also wish it stored information based on the first response/first updated time and person of a ticket, and there isn't
What problems is the product solving and how is that benefiting you?
We use it for our main support system. It is easy to maintain, there are cool features coming out every couple months or so, and we've found that a lot of our newer people can be trained on it in very little time.
Recommendations to others considering the product:
While I research a lot of other solutions out there, there weren't many better than this one to choose from.
Useful ticketing software with some minor UI issues
What do you like best about the product?
It's relatively simple and easy to use. Easy to create and interact with queries. Visually alright, though a little less "fluff" content would be nice. Overall, nice software,
What do you dislike about the product?
A number of buggy UI issues (e.g., on the client side, their search bar's text input gets all garbled and odd). Also, no way to display more than 30 tickets at a time - would prefer a more tabular way of displaying more tickets without having to export to Excel.
What problems is the product solving and how is that benefiting you?
Easy way to track communication with clients - through easily referable tickets - rather than email address. Good way to keep track of high volume communications.
Kingspan Customer Service environment
What do you like best about the product?
- easy use of the tool
- the flexibiilty of making fields
- the flexibiilty of making fields
What do you dislike about the product?
- the non flexibility for reshaping dashboard and how the content looks like ex. broadcast other info in the general layout, adding other KPI's in the dashboard, etc ...
What problems is the product solving and how is that benefiting you?
customer satsifaction by measuring our service performance
Recommendations to others considering the product:
missing flexibility on outlook, complete personalised reporting (creating own new modules based on all fields)
Quick setup Help Desk solution
What do you like best about the product?
Being web based allows no hardware costs.
What do you dislike about the product?
Linked issues should also exist without a tracker.
What problems is the product solving and how is that benefiting you?
Created some categories for issues and now we can measure where problems are occuring more often. Also works as KB
Improving for the better
What do you like best about the product?
Ease of use, great support, easy to train other agents on
What do you dislike about the product?
lack of integrations, lack of new mint experience on customer portal, wish FreshChat was an additional option to add on to FreshDesk, ugly customer facing support portal,
What problems is the product solving and how is that benefiting you?
ticket creation, bug resolutions
Freshdesk is good
What do you like best about the product?
It handles load pretty well (500-1000 tickets a day)
What do you dislike about the product?
Should be easier to define replies after a certain time as new tickets.
Simple bugs can take several months to fix.
Simple bugs can take several months to fix.
What problems is the product solving and how is that benefiting you?
Fast and efficient customer support
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