Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Smooth Experience
What do you like best about the product?
As a start up we use a basic version, we still have all the required features. Its so simple that you can start using it from day 1.
What do you dislike about the product?
Nothing as of now. We have experienced a smooth usage till date
What problems is the product solving and how is that benefiting you?
We are able to segregate the customer issues depending on different products we have and we are able to track the time we are taking to solve the issues.
Account Manager
What do you like best about the product?
I really do like the properties panel, with my ticketing system experience its the one I like the most. Clear, simple, allows to work more efficiently. I am still exploring all of the features we didn't have with previous ticketing system.
What do you dislike about the product?
its hard to say since everything is new to me, but since 2 weeks of testing the platform I didn't face any inconvenience. I may update you after full migration about my thoughts.
What problems is the product solving and how is that benefiting you?
We are solving data connectivity issues. Clients report problems with particular SIMs/connectivity issues and we are checking the connection in a big shortcut.
think along in squared
What do you like best about the product?
Freshdesk pushes to stay tuned. There enthusiasm about the product is contagious.
What do you dislike about the product?
excessive attention. There methods are too much pushed.
What problems is the product solving and how is that benefiting you?
stay in contact with customers on any possible way. Short time attention.
Our favorite ticketing system
What do you like best about the product?
I love the keyboard shortcuts, automated macro like actions (Freshdesk calls them "scenarios"), the ease of use, and the overall UI/UX. It's all top notch! Freshdesk is a truly extraordinary product and we've been very happy with it.
What do you dislike about the product?
I really dislike that the mobile app for iOS is so featureless. We've been asking for tags to be a part of that app for awhile. The android app has tags supported. Why not iOS? Same thing for file attachments. The mobile app should support attaching a file to a ticket that isn't just an image. It should support google drive, iCloud drive, or even just the native iOS files app.
What problems is the product solving and how is that benefiting you?
We needed a way for customers to reach out to us via email and have it generate a ticket to our customer support agents. We also needed an easy way for the customer support management team to have visibility into our support processes, to track ticket trends, etc. Freshdesk does all of that and more.
effective and friendly
What do you like best about the product?
that is simple , like any other email but better. very useful to use as a team member for a business.
What do you dislike about the product?
the new version is not that easy, you need to scroll down to find things.
What problems is the product solving and how is that benefiting you?
customer's inquiries.
Easy management of queries
What do you like best about the product?
We are getting various type of query, which is easy to manage and our response time is reduced.
What do you dislike about the product?
We are using the free version. It'd be good if as a volunteer organisation we get product usage in donation like we get it through BigTech - NASSCOM Foundation as we got from Google & Microsoft.
What problems is the product solving and how is that benefiting you?
No query is unattended/missed.
Recommendations to others considering the product:
Good for managing flood of information.
Highly recommended
What do you like best about the product?
Versatility, easy to comprehend and train agents , scale-ability
What do you dislike about the product?
can work on bettering the product keeping eta in mind
What problems is the product solving and how is that benefiting you?
Technical and CS related
Recommendations to others considering the product:
Its an easy tool to train agents and solves the purpose of setting up a robust crm
Freshdesk Review
What do you like best about the product?
I love the adaptability of the product. It is very easy to configure and customize to a specific workflow. I also really like the ability to program automation to make my team more efficient.
What do you dislike about the product?
There are some seemingly basic functions that are lacking. The biggest one is the inability to blind carbon copy someone on a new outbound email from the system.
What problems is the product solving and how is that benefiting you?
Freshdesk has definitely increased the team's efficiency through the use of scenario automation and ticket templates. We spend less time manually recording crucial ticket data and that allows us to focus on solving the problem. It also keeps the data much cleaner.
Recommendations to others considering the product:
Be patient. Obvious and valuable changes do not come quickly.
Support
What do you like best about the product?
The overview in realtime. Quick access to all tickets that has been made. Good overview for all in the company to see what kind of ticket, how many we recieve.
What do you dislike about the product?
Not much By paying by invoice it is difficult to update and upgrade. Have to pay by creditcar.
What problems is the product solving and how is that benefiting you?
Customer inquiries.
Very intuitive tool
What do you like best about the product?
Instant support, very powerful help desk system.
What do you dislike about the product?
Bad Spanish translations.
Can not change user details as Admin in new version.
Can not change user details as Admin in new version.
What problems is the product solving and how is that benefiting you?
IT, Facilities Management.
Recommendations to others considering the product:
Very easy setup and support.
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