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.
UI isn't the friendliest, but it does the job
What do you like best about the product?
It's easy for our customers to use as it's integrated with our support email - as soon as a client emails support a ticket will be created and assigned to someone on our team. It's also great for viewing the status of each ticket, who's court the ball is in, and assigning priority to tickets based on urgency.
What do you dislike about the product?
It can sometimes be a challenge if a client tries to use the actual freshdesk interface, as the ticket is only usually visible to the requester. If someone else on their team tries to access, for example if the main requester is out of office and someone else needs to pick up where they left off, they won't be able to view the details. The workaround for this is you have to manually check off the box that allows them to see all tickets from the same company, however it's not the most streamlined process. Additionally, replying to a ticket via the UI is also not the most intuitive, especially as the message signature is automatically set to whoever the agent is on the ticket, and you have to manually change the signature if you're cc'd on the ticket but not the agent it's assigned to.
What problems is the product solving and how is that benefiting you?
Great for prioritizing and connecting the support team with our client, helps to make sure that the ball isn't dropped on any tickets
Freshdesk has good intentions
What do you like best about the product?
Easy for clients to use, good user interface, their support is always available when I need them.
What do you dislike about the product?
Sync with Salesforce is not reliable, hard to read tickets with multiple replies.
What problems is the product solving and how is that benefiting you?
Customer support tool, allows clients to open tickets and have multiple agents working on tickets.
Freshdesk is a simple way to get everything in one place
What do you like best about the product?
I like how everything from email to social media to voicemails and chats is all in one place for agents to reply and look ever.
What do you dislike about the product?
I wish they would have more ability to have more chats open at once. Sometimes the chats are not ready to be closed out but only 2 can be open at a time. Also depending on internet connection, I have noticed, it will say you are connected to the phone, you can answer and make calls but it is complete dead silence.
What problems is the product solving and how is that benefiting you?
It eliminates the need to continue to go to multiple programs and websites to get the same information that freshdesk has in one place.
Recommendations to others considering the product:
Do your research, what is best for your company may be freshdesk but it also may not be.
Amazing Product with a potential to do much more
What do you like best about the product?
Its very simple and easy to use .
What do you dislike about the product?
Reporting should be personalised based on the clients requirements
What problems is the product solving and how is that benefiting you?
With a growing customer base FD is helping us to keep a track of all the requests and also design our roadmap accordingly
Helpful
What do you like best about the product?
It is very useful to connect with our customers. We can get proper update from customers. We can view all tickets separately.
What do you dislike about the product?
To access this it is very difficult. To open tickets it take too much time. Sometime it is different to check our tickets
What problems is the product solving and how is that benefiting you?
Via fresh desk we solve customers query easily.
One stop shop to manage the support portal
What do you like best about the product?
Amazing reporting features, Automations could be smoothly managed
What do you dislike about the product?
UI is not smooth and could be worked upon
What problems is the product solving and how is that benefiting you?
Managing customer support. Automating lot of internal support processes through various functions and rules.
Good product
What do you like best about the product?
The reporting section of Freshdesk is very useful to us. As well as the open REST APIs are always a plus.
What do you dislike about the product?
The UI and UX can be improved a lot. As well as there are some corner cases which could be handled in a better way.
What problems is the product solving and how is that benefiting you?
We use it for the support system and customer survey.
Fresh Desk review
What do you like best about the product?
Web base, easy access , trial version of the product
What do you dislike about the product?
report is not that accurate, not user friendly, chat tab are not organized
What problems is the product solving and how is that benefiting you?
Technical issue of home base teachers
Decent, but tried to nickel and dime for anything extra
What do you like best about the product?
The software was easy to configure and simple to use. The reporting was fairly decent and you could easily output into Excel for data manipulation.
What do you dislike about the product?
There were a few scenarios that I felt like we were being nickeled & dimed by FreshDesk. For example, built into their second-tier account layer is built-in functionality that allows a user to send an email from a shared mailbox (support@....com) if the user manually switches the configuration on the individual email. If you want this to be the default, you need to upgrade to the highest tier to gain access to their entire email server suite for approximately 3x the cost.
What problems is the product solving and how is that benefiting you?
Used as a ticketing system for tracking interactions with clients. This allowed for an organized way to track the flow of inbound tickets, identify the frequent users, determine the impact of the initiatives, and easily communicate the status of issues.
Recommendations to others considering the product:
Simple solution out of the box with many easy-to-use settings. Unfortunately, you might be surprised to learn what is an add-on.
Useful tool for Help Desk teams
What do you like best about the product?
Easy to utilize, intuitive, strong search capabilities, love the ability to create canned responses.
What do you dislike about the product?
Wish there was a was to dock tickets to check back up on if needed without keeping the ticket open.
What problems is the product solving and how is that benefiting you?
Streamlines the ticket process, helps us escalate things effectively, makes sure that tickets aren't lost.
Recommendations to others considering the product:
I'm not sure what we used before, but my coworkers have been very happy with Freshdesk and say that it has solved a lot of issues that occurred when using a different provider.
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