Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Cheap option with lots of features
What do you like best about the product?
They have pricing models that work great for small businesses. Their lower tier plans are cheap but still provide lots of features. We only have 4 support agents so Freshdesk worked great for us because they provide the first 3 agents for free. We only pay for one support agent.
What do you dislike about the product?
The customer support has not been very helpful. They seem to be based out of India so when submitting support ticket in US you will have to wait until at least the next day to receive a response because it is the middle of the night there. There also seem to be challenges due to language barriers. They never seem to really understand what I am asking them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our support desk solution. For a reasonable price we have been able to provide our support agents with powerful tools to handle our customer problems.
Solid white label option; wish there were better user permission types
What do you like best about the product?
We use Freshdesk as an integrated support center with our technology platform. They had the most white label friendly features to get set up.
They have integrations to systems like Salesforce so we can see details on a customers while replying to inquiries.
They have integrations to systems like Salesforce so we can see details on a customers while replying to inquiries.
What do you dislike about the product?
It's difficult to have "side" conversations with our sales team on tickets their clients are on. It requires us to have these outside of freshdesk, or have a separate ticket entered, which is redundant. We wish there was an option to have "viewers" that wouldn't cost as much as an admin, or ideally, no cost extra at all.
Also wish their was a better surveying tool to record how successful the exchanges go. Time and responses alone aren't telling enough and the happy or sad face survey is too light to tell how we did.
Also wish their was a better surveying tool to record how successful the exchanges go. Time and responses alone aren't telling enough and the happy or sad face survey is too light to tell how we did.
What problems is the product solving and how is that benefiting you?
Taking care of client inquiries in an efficient manner that is cataloged. It's very helpful for us to allocate team members time based on inquiry topic, have historical record of conversations.
Having solutions to scale common questions for both customer and internal staff.
Having solutions to scale common questions for both customer and internal staff.
Good
What do you like best about the product?
This is a web base app, very easy to use, does not require installation or internal storage space, The Garden version has nice features such as; Internal Chat, Knowledge Base, Reporting, etc, I can actually add SOPs and videos for users to educate and enjoy...
What do you dislike about the product?
When I export an open tickets report as a spreadsheet, It exports the tickets, but not the updated notes on the ticket, which mean that after exporting the report, I have to update the notes on each ticket again.
What problems is the product solving and how is that benefiting you?
The problems that I work on using Freshdesk are; Internal Technical Support Tickets.
Recommendations to others considering the product:
Try the free version for a few months, move on to a trial paid version, depending on company needs then execute.
Decent for the Money but Buggy and Glitchy
What do you like best about the product?
Price is attractive. Has a good set of basic features, and they add more consistently. They try to provide support.
What do you dislike about the product?
I always get the sense that Freshdesk barely has control of the app. Call in for support, and it seems like this is a person start-up. Nobody knows what's going on, and they promise fixes but never follow through. The integrations do not work as described, and our developers found all sorts of bugs in the code and documentation. You get the sense that they are trying to 'check the box' on as many features as possible w/o getting them all to work flawlessly.
The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
What problems is the product solving and how is that benefiting you?
We can operating our support center at a very low cost given the set of functionality. I am hopeful that Freshdesk will keep improving the app so we can grow with it. But at this point its better for a 1-10 employee company than a 25-100 person company.
Recommendations to others considering the product:
Test it out before converting.
Freshdesk
What do you like best about the product?
I enjoy using freshdesk instead of having to keep track of issues via email
What do you dislike about the product?
i dislike when i get a response that the ticket reopens itself
What problems is the product solving and how is that benefiting you?
site issues and questions
easy to use ticket management system with flaws
What do you like best about the product?
client portal
allows clients to submit tickets and track them
allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required
can use it not only for support issues but for tracking tasks that need to be completed
allows clients to submit tickets and track them
allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required
can use it not only for support issues but for tracking tasks that need to be completed
What do you dislike about the product?
anyone can edit anyone else's notes in a ticket and even delete
doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other).
sometimes notification emails for internal notes will not be received (not in any inbox).
sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat).
cant copy and paste images from emails.
emails sent from within the ticket are sent from a generic account as opposed to your unique email address.
doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other).
sometimes notification emails for internal notes will not be received (not in any inbox).
sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat).
cant copy and paste images from emails.
emails sent from within the ticket are sent from a generic account as opposed to your unique email address.
What problems is the product solving and how is that benefiting you?
the fact that tickets are automatically created allows resources to focus on value adding work instead of documentation
Freshdesk is a great helpdesk platform
What do you like best about the product?
Allows us to see what each other is working on. Let's us help customers by setting priorities and due dates.
What do you dislike about the product?
Sometimes the tickets do not come through from our website to the Freshdesk system and the Freshdesk support team is less than helpful.
What problems is the product solving and how is that benefiting you?
Freshdesk has allowed us to completely customize our user experience by creating quick canned responses and automated responses. They allow us to quicky respond to customers - and see who has not been responded to - quickly.
Comfort and productivity
What do you like best about the product?
Automation related to the scenario, even though I would have liked these to be accessible from a manually opened request.
What do you dislike about the product?
The automatic saving of emails reloads the conversation history with each exchange, which can create long threads that hinder clarity. Reports are a bit too "rigid" for my taste, as all the information cannot be cross-referenced.
What problems is the product solving and how is that benefiting you?
We had gaps in traceability. With Freshdesk, we gain visibility with our customers, each request gets a reference and is immediately available on the portal. Tracking has therefore improved, as well as interactivity with our customers, which has significantly improved.
Good product, bad search
What do you like best about the product?
Integration with JIRA for product development when reporting user bugs and submitting tickets is the most useful feature for my team. Also enjoy how every agent can setup their own custom sorted/filters for a variety of tickets, and the tagging functionality.
Mobile SDK integration is also great.
Mobile SDK integration is also great.
What do you dislike about the product?
Their ticket search needs a lot of work. There's no good method of advanced searching tickets which is problematic for a company with millions of users.
What problems is the product solving and how is that benefiting you?
Allows us to quick tag and batch identify different support tickets and the analytics reported are nice. Also enjoy being able to quickly see which agents on my team are closing more or less tickets than others.
Recommendations to others considering the product:
Discuss your company and team needs directly with their biz dev staff and support staff on different integrations before diving in.
Freshdesk is great!
What do you like best about the product?
Freshesk is very easy to setup and customize for both a novice or a tech savant.
What do you dislike about the product?
I did not like how it didn't integrate into our Project Management Software (www.teamwork.com) and that was our only reason for leaving.
What problems is the product solving and how is that benefiting you?
Management hundreds of support tickets.
Recommendations to others considering the product:
make sure it integrates with your CRM / Project Management Software.
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