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.
Overall a great product to manage tickets and and templates
What do you like best about the product?
Complex features that allow for good ticket managing, workflows and setting up templates for different types of tickets.
What do you dislike about the product?
The interface is challenging at times to automate and scale, and isn't very AI friendly in terms of connectors to chatgpt or google gemini.
What problems is the product solving and how is that benefiting you?
Ticket queues, SLA tracking with reporting and escalation management.
oevrall good with a few hiccups
What do you like best about the product?
tickets are fast, user friendly system, data extraction
What do you dislike about the product?
support speed, communication sometimes, graphics are not constant
What problems is the product solving and how is that benefiting you?
chat support, email support.
Good experienc
What do you like best about the product?
It is easy to set up. I like the interface.
What do you dislike about the product?
There is no API to massivelly donwload all the articles from the solution.
What problems is the product solving and how is that benefiting you?
I can better control the multiple paralelle conversations with the same customer accross diferent teams.
Intuitive and easy to navigate
What do you like best about the product?
User-friendly interface: Freshdesk has a clean and intuitive interface that makes it easy to navigate and use, even for those who are new to help desk software.
Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.
Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.
Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.
Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports.
Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.
Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.
Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.
Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports.
What do you dislike about the product?
While Freshdesk is a reliable and efficient help desk software, there are a few downsides to consider:
Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.
Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.
Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.
Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution.
Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.
Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.
Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.
Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution.
What problems is the product solving and how is that benefiting you?
Freshdesk is a really nifty help desk software that tackles a lot of the common customer support issues businesses face. For me, it's been a lifesaver in terms of streamlining communication with customers. All their inquiries and issues are centralized in one place, which is a huge relief when you're dealing with a lot of different channels.
Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster.
Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster.
Powerful product
What do you like best about the product?
Creation of parent/child tickets; custom categories for reporting; ability to customise messages to clients.
What do you dislike about the product?
Can be glitchy - over the course of 12 months, the STMP settings have frazzled and needed intervention from the Freshdesk tech team.
What problems is the product solving and how is that benefiting you?
They allow us to ticket issues, which is more appropriate than email chains that can go on forever. It also means that multiple staff can take responsibility for the helpdesk inbox at different times.
Great CRM. Easy to deploy, maintain and customize.
What do you like best about the product?
Recently they introduced threads which is useful for internal discussion
What do you dislike about the product?
The leaderboard is taken off so the competitive edge between agents is lost almost
What problems is the product solving and how is that benefiting you?
Non-telephonic support. Work from home supported globally.
A very good cooperation with everything necessary to maintain a successful business relationship
What do you like best about the product?
Definitely the customer service! The customer success managers and technical support are fantastic. You always get a competent answer quickly and they take care of any concerns you may have. The service seems to be working around the clock, and you get answers sometimes at times you wouldn't expect, within minutes. Thank you for the great service!
What do you dislike about the product?
Some features that we would like are on Freshworks' development roadmap, but the implementation of the roadmap is sometimes unreliable. IT projects can of course always be delayed, but this has happened several times.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we have a helpdesk tool that allows us a lot of customization without coding effort (and thus dependence on software developers).
In addition, Freshdesk offers many plug-and-play solutions for automations and wording, which is very important to us.
In addition, Freshdesk offers many plug-and-play solutions for automations and wording, which is very important to us.
Perfect
What do you like best about the product?
Support team is really helpful, article and support pages are informatics
What do you dislike about the product?
It's getting complex if you managing more products
What problems is the product solving and how is that benefiting you?
Helping managing customer help desk
Good, but problematic issues are not solved.
What do you like best about the product?
It's mostly a good product that we're happy about. It's orderly and the amount of customization that's possible is very much to our satisfaction. While it isn't perfect and we need to use a whole separate Freshworks program for live chat, we are overall happy with the functionality.
What do you dislike about the product?
The things we are not happy about are problematic and take ages to solve (if they ever are). They are so problematic we seriously consider switching.
For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed.
Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds.
So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)
For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed.
Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds.
So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)
What problems is the product solving and how is that benefiting you?
Freshdesk lets us have shared ownership of multiple mailboxes and gives us the tools to meet our SLA. We use a few integrations for booking time on a ticket, and for linking with JIRA.
Okay tool for CS and CRM
What do you like best about the product?
Freshdesk allows seamless integration with their other products like Freshchat (for live chat) and OmniChannel (for voice, sms, etc.) Freshdesk also offers canned responses which makes it easier for users to compose messages that are repetitive
What do you dislike about the product?
The platform itself is not that user-friendly and lacks detailed reports. A higher plan is required to avail of more detailed reports and trend analysis.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed me to fulfill my tasks as a Customer Success Manager by connecting to our users and implementing targeted campaigns based on the browsing behavior of our visitors.
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