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.
Good product but some poor documentation and processes
What do you like best about the product?
It helps us manage a large number of emails coming into the organisation quite easily.
Implementation was easy, but some of the training was not at the right level.
Customer support has been quite variable, sometimes people respond and get the problem solved very quickly, and other times it has included multiple people and taken more time than I expected.
I am using the product somewhere between monthly and weekly depending on what the team needs but it is used by the team daily.
There are a large number of features that we do use but I am not sure we are using the full potential of the product.
We have tried to integrate this with some of our processes and it has not been easy as the API documentation is not always clear enough and we need to connect some systems only via APIs that are not quite compatible.
Implementation was easy, but some of the training was not at the right level.
Customer support has been quite variable, sometimes people respond and get the problem solved very quickly, and other times it has included multiple people and taken more time than I expected.
I am using the product somewhere between monthly and weekly depending on what the team needs but it is used by the team daily.
There are a large number of features that we do use but I am not sure we are using the full potential of the product.
We have tried to integrate this with some of our processes and it has not been easy as the API documentation is not always clear enough and we need to connect some systems only via APIs that are not quite compatible.
What do you dislike about the product?
Freshdesk is big.
We have had to stop our customers sending emails to multiple FreshDesk mailboxes as they would create multiple dupliate tickets assigned to different teams. We have not found simple solutions for this. Another group of users want no acknowledgements and while we have not implemented this yet it will be more work.
We have had to stop our customers sending emails to multiple FreshDesk mailboxes as they would create multiple dupliate tickets assigned to different teams. We have not found simple solutions for this. Another group of users want no acknowledgements and while we have not implemented this yet it will be more work.
What problems is the product solving and how is that benefiting you?
It ensures we have oversight of the emails coming in to the organisation.
It's provided us with the segmentation tools we need for our different projects
What do you like best about the product?
Categorization and seamless open source code. The assistance has been a little tricky at the beginning but given enough adaptation time we have been able to build a satisfactory working relationship.
What do you dislike about the product?
The interface could be a little more user friendly, even though it is already very easy to integrate with other tools.
What problems is the product solving and how is that benefiting you?
Capability to segment different projects within the same tool while keepng a different structure in each via the categories.
Easy to use with some tech integration issues
What do you like best about the product?
Easy to use and implement with fast customer service response via email or chat
What do you dislike about the product?
The integration with Freshchat was not seamless and many tech issues and bugs reported
What problems is the product solving and how is that benefiting you?
Email communications with customers from different products/sites
Freshdesk for Fintech
What do you like best about the product?
Some amazing out of the feature like hidding unnecessary ticket fields for agents, making fields mandatory etc.
Agent BOT is very cool feature which is easy to use and make life of agents sorted if built correctly.
Agent BOT is very cool feature which is easy to use and make life of agents sorted if built correctly.
What do you dislike about the product?
When it comes to customisation as per compliance limited and complicated solutions are available.
Data storage and reporting is something they can improve upon.
Data storage and reporting is something they can improve upon.
What problems is the product solving and how is that benefiting you?
Ticket management tool with very cool features, the best one for me is Agent Assist BOTs and AI driven summary.
Managing my Workflow with FreshDesk
What do you like best about the product?
The ability for multiple people to collaborate and work on a single ticket as well the feature to merge multiple tickets into one so as to avoid confusions
What do you dislike about the product?
The time taken to sent and receive new tickets, sometimes it takes a lot more time than normal emails. Also the overall performance of the application needs to be enhanced to be able to work faster
What problems is the product solving and how is that benefiting you?
Need for separate softwares for emails and chat, multiple user access
Efficient to Manage Customer Contacts
What do you like best about the product?
Its vey easy to use and helps us to keep a track record of customer communication efficiently.
What do you dislike about the product?
I am not sure, but its not compatible to be integrated with our product (Digital Showroom) where if a merchant registers on our product, an account should be created on Freshdesk with all the information provided by the merchant while registering.
What problems is the product solving and how is that benefiting you?
It helps in solving the customer issues in an efficient way as we are able to keep a track record of customer conversation, their past and present issues, and helps us to schedule follow ups accordingly.
Not so bad not so good
What do you like best about the product?
User-Friendly Interface: Navigating through Freshdesk is relatively intuitive, making it easy to get started without extensive training.
Ticketing System: The ticketing system is effective for organizing and managing customer queries.
Ticketing System: The ticketing system is effective for organizing and managing customer queries.
What do you dislike about the product?
Customization Limitations: I found certain limitations in customizing the platform to suit our specific workflow and requirements.
Customer Support Response: The response time from Freshdesk's customer support has been inconsistent, and addressing issues has sometimes taken longer than expected.
Customer Support Response: The response time from Freshdesk's customer support has been inconsistent, and addressing issues has sometimes taken longer than expected.
What problems is the product solving and how is that benefiting you?
Managing customer queries and issues can be chaotic without a centralized system.
Freshdesk Review
What do you like best about the product?
1. It's a place where all our work issues are raised
What do you dislike about the product?
1. When using my iPad and I'm logged on on the browser, I can't merge tickets no matter how many i try and use different browser like Chrome or Safari. So as a turn around I merge tickets using the app. but I don't like the interface of the app. I like the desktop view better.
2. Changing signature has been hard. There's an update on my signature, it's a photo but it doesn't get uploaded. I tried many time and used different network but still can't get it to update. I gave up.
3. It's a pain to reply to email or to edit the sender of an email. When there's a ticket and you need to reply, you are not able to edit the "to" recipient. It would be better if this is editable instead of forwarding it to the correct recipient.
4. I wish notifications will be improved. I always missed a lot of notes for me or updates from my ticket since the notications part the bell icon doesn't show all the notes for me although I have set notifications to receive all notifications.
2. Changing signature has been hard. There's an update on my signature, it's a photo but it doesn't get uploaded. I tried many time and used different network but still can't get it to update. I gave up.
3. It's a pain to reply to email or to edit the sender of an email. When there's a ticket and you need to reply, you are not able to edit the "to" recipient. It would be better if this is editable instead of forwarding it to the correct recipient.
4. I wish notifications will be improved. I always missed a lot of notes for me or updates from my ticket since the notications part the bell icon doesn't show all the notes for me although I have set notifications to receive all notifications.
What problems is the product solving and how is that benefiting you?
1. Monitoring maintenance and cleaning issues in our managed apartments.
2. Receiving building notices from building managers and it creates a ticket for us so it's a task for us to send out to guests then we can close tickets.
3. Creation of tickets for issues that needs action.
4. Knowledge base - we put our how to's in Freshdesk.
2. Receiving building notices from building managers and it creates a ticket for us so it's a task for us to send out to guests then we can close tickets.
3. Creation of tickets for issues that needs action.
4. Knowledge base - we put our how to's in Freshdesk.
It is a good program for Customer Support
What do you like best about the product?
I like the view of all the tickets, I like that you can have different tags and threads
What do you dislike about the product?
I don’t like that sometimes there are formation errors on text, and that tickets are lost
What problems is the product solving and how is that benefiting you?
Solving customer complaints. It helps to have a center for all the tickets
Honest review for freshdesk crm
What do you like best about the product?
- detailed interface
- ease of use
- Ease od using VoIP
- actionable dashboard information
- ease of use
- Ease od using VoIP
- actionable dashboard information
What do you dislike about the product?
- too much information causes it to et complex
- user support
- user support
What problems is the product solving and how is that benefiting you?
- telemedicine
- patient management
- communication gaps mitigation
- patient management
- communication gaps mitigation
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