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.
It does the job!
What do you like best about the product?
The ability to track and monitor our customers communications.
What do you dislike about the product?
I do not like the fact that changes are made that effect how the program is used and do not benefit the users. A great example would be that our tickets recently have a scroll bar to be able to view the entire message the customers have sent, this is completely useless and actually makes our jobs harder.
What problems is the product solving and how is that benefiting you?
There are not a lot of problems besides the one I listed above. The benefits are there, tracking contacts, using both chats and tickets. It is definitely worth the cost.
There are limitations but it doesn't limits me.
What do you like best about the product?
Allowing Automations, Reporting and User interface.
What do you dislike about the product?
Basic features lacking
Multiple window menu bar not available
Delay in sending responses
Multiple window menu bar not available
Delay in sending responses
What problems is the product solving and how is that benefiting you?
We are providing customer support for the the programs they have registered for.
FD has provided the basic foundation to do this.
FD has provided the basic foundation to do this.
Recommendations to others considering the product:
In overall comparison to all others in market this is the best.
Good ticketing tool for small to mid-seized orgs
What do you like best about the product?
It's pretty affordable, the support team is responsive and have cool features
What do you dislike about the product?
It's hard to customize it, plus doesn't integrate well with other tools
What problems is the product solving and how is that benefiting you?
We managed couple of team's request with Freshdesk and it works well
Helpful For Growing Business
What do you like best about the product?
Freshdesk has been essential for keeping our Client Care system organized it’s been a great tool for sending follow up emails as well. I have set up the AI chat but not launched it yet.
What do you dislike about the product?
I’d like to see options for part-time staff. I have a couple part-time Client Care team members and I have to pay the same amount for them to have accounts/seats as I do for our full-time team members when they use the product only on their shifts.
What problems is the product solving and how is that benefiting you?
Organizing our inquiries, keeping track of our client care teams responses. It's helped put everything in one place
Product is good but support for the product is poor. Follow up is not good from their support team.
What do you like best about the product?
The reporting aspects of Freshdesk are good. There are some analytic reports which give deep insights into all aspects and features of Freshdesk. Their reporting makes accountability for the team easy.
What do you dislike about the product?
In recent months their support has been poor. They do not respond and most of the time are not available on Live Chat. I believe they are based in India, so supporting a company in the U.S. seems to be an issue as they are not online during U.S. business hours for live chat. Sometimes they do not respond for several days if a ticket is submitted and even our Account Manager has poor follow through.
What problems is the product solving and how is that benefiting you?
All of our customer communication flows into Freshdesk. We also use it for Knowledge Base articles and tracking. The benefit is having it all in one system and easy reporting across multiple channels of support.
FreshDesk helps you manage customer interactions in a clean, efficient, and organized manner.
What do you like best about the product?
I like the user-friendliness of Freshdesk. It's extremely easy to navigate and self-explanatory. I really like that you can create canned responses which allow you to communicate with customer faster and easier.
What do you dislike about the product?
I don't love the layout of the email messages. I wish that, instead of listing the name of the customer, it listed the email address. Often, the
are only guesses and, therefore, incorrect.
are only guesses and, therefore, incorrect.
What problems is the product solving and how is that benefiting you?
We are making sure that we can respond to all our clients in a timely and professional manner. Freshdesk allows us to keep track of response times, and it gives us employee metrics to measure individual performance as well.
A decent low cost option
What do you like best about the product?
The cost and the custom config options. This platform is actually quite detailed in its components, from the knowledge base to the automation options, not bad.
What do you dislike about the product?
The support is not great, but you get the feeling they are really trying. Because the platform is so broad it's hard to explain when you run into an issue what that issue is when the support agent/product person does not seem to understand the platform as well as you do. There are also a lot of features that are price gated which is difficult if you are a startup.
What problems is the product solving and how is that benefiting you?
Freshdesk hosts our KB, is the helpdesk hub and we also use freshcaller. It was quick to set up and get our clients to use.
Does the job, but not a ton of support
What do you like best about the product?
Most of the things I needed were in the one platform, making it easy to navigate
What do you dislike about the product?
Support did not help at all. Tried getting in contact multiple times, even attempted to get demos for additional products, but no one ever reached out
What problems is the product solving and how is that benefiting you?
N/A
Freshdesk - Does the job
What do you like best about the product?
Freshdesk has a simple link from email to automatically place a ticket, so users never need to interact with the software, so it is totally transparent to them.
What do you dislike about the product?
It seems to lack the ability to route tasks properly in an assigned customer enviromnent when one agent is out of the office.
What problems is the product solving and how is that benefiting you?
This software allows our customers to interact with our CAS's without getting their communication overlooked or lost. It confirms that the interaction has been handled.
Great as a Helpdesk Solution
What do you like best about the product?
Customers can easily submit tickets. Team members are able to collaborate and easily communicate in the system.
What do you dislike about the product?
When creating a ticket in the system you must assign a contact that has either an email address or phone number in the sytem. Addtionally, it's easy to mistakenly message the client instead of leaving an internal note.
What problems is the product solving and how is that benefiting you?
Our team can organize and respond to customer issues and inquiries.
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