Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Easy to use, setup and administer
What do you like best about the product?
ability to make tickets available to multiple members of the team
What do you dislike about the product?
for some reason Requester does not need to complete all the mandatory field(*) while creating a ticket, but the agent has to ensure all filed are filled in before a ticket can be closed,reassigned etc.
What problems is the product solving and how is that benefiting you?
everything from data management issues, to data visualisation and writing / updating SQL scripts
SVIeSolutions review
What do you like best about the product?
Responsive and user friendly. This plateform give us a centralize way to take care of our custumers.
What do you dislike about the product?
I'm not able to track or generate stats from the agent creating the ticket. Multi-language is not implemented everywhere in the solution. Portals customisation is complex to manage and update. Facebook no longer working (seems to be on facebook side)
What problems is the product solving and how is that benefiting you?
Giving custumers access to crucial informations about our support.
Easy to use but somme improvments are needed
What do you like best about the product?
It is easy to configure and easy to use. Our new agents quickly get used to it.
What do you dislike about the product?
The period during which a ticket was put on hold is included in the SLA calculation, so a ticket marked as "SLA violated" is probably not. There's no way other than go ticket by ticket to ckack in the activities if a ticket was put on hold, or not, and subtract the time it was put on hold to check if it was really "SAL violated". It is a problem for us because we are dealing with lots of tickets and the results are reported to our clients but we are losing time every month to check the SLA violated tickets one by one.
What problems is the product solving and how is that benefiting you?
Software issues for the education/e-learning sector: schools, high schools, etc.
Great tool, easy to implement and low maintenance requirement
What do you like best about the product?
The simplicity of the UI works very well for me as well as the amount of time it takes to set up.
What do you dislike about the product?
Some customisation I would like is not there but this is typically the case with most service desk tools.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as out customer service and support ticket management tool. It does this very well and allows for fast and accurate reporting. It allows us to see who is contacting us and how often as well as what their queries are about at a glance. We were not able to do this before we deployed Freshdesk.
Recommendations to others considering the product:
It is easy to set up, integrates with most other tools and provides sufficient reporting and analysis. If you are looking for a tool out of the box that works and you do not need to do much customisation to make it work then this is the tool for you. You can consider Zendesk but this turns out to be more expensive for the same feature set.
A helpdesk hand when it is needed
What do you like best about the product?
Simplicity of the UI. Intuitive tool as well. Freshdesk products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to build the best experience for our customers.
What do you dislike about the product?
That the Phone Channel was out and set up as a new mandatory tool called Freshcaller. Since then we have missing calls, hang up calls and a few bad experience with heavy customers.
What problems is the product solving and how is that benefiting you?
Tracking development tickets. The biggest benefits is the order that we got when we implemented the solution 2.5 years ago. In summary, software is designed to increase speed and efficiency across our
Recommendations to others considering the product:
Give it a try. You would be amazed. It's software that it is designed to increase speed and efficiency
The MINT UI is very usefull and userfriendly
What do you like best about the product?
User interface,
I can create ticket from Contacts
I can create rules
Helpfull support
I can create ticket from Contacts
I can create rules
Helpfull support
What do you dislike about the product?
Missing translations...
Can't set special date format...
Can't set special date format...
What problems is the product solving and how is that benefiting you?
Handling the phone and email support cases together.
Very well organized
What do you like best about the product?
Freshdesk has helped greatly with organizing tickets. I could not imagine doing my job without it. We get the chance to look through old, closed, tickets in search of answers for a problem you have never seen before. The Solutions section is extremely helpful. It recently played a big part in an error that had occurred, where we could assist our clients by sending them an article with the exact steps to fix the issue.
What do you dislike about the product?
I cannot think of much I dislike with the program. Any issues are just user error. The one thing I had to sort of unlearn was resolving a ticket when I created a new one - which does not count as a new ticket created by me.
What problems is the product solving and how is that benefiting you?
Software related issues, hardware repairs/standard Maintenance
Recommendations to others considering the product:
If you struggle with service tickets, this is the software for you. You will be able to organize tickets, view how fast users are helping your customers, and create articles to help your users or clients solve common or uncommon issues.
Very good experience for a Help Desk Service
What do you like best about the product?
We like the time log features, scenario automation, canned responses, custom reports, easy and useful interface, ticket dispach
What do you dislike about the product?
Some time related data is not easy to retrieve, reports could have some more customization options
What problems is the product solving and how is that benefiting you?
Easy and centralized Help Desk Management
Recommendations to others considering the product:
Try it. It's simply one of the best products out there
A nice tool to quickly organize support emails
What do you like best about the product?
I like that the product is extremely simple to set up. Being a small organization we do not really have the manpower to research - read and dive deep into multiple documentation. Freshdesk is super simple to use, flexible to setup custom rules, easy self service help desk, and the millions of integrations with all the various products we use, make it a must have support tool.
What do you dislike about the product?
Freshdesk could do with some improvement to their mobile app experience.
What problems is the product solving and how is that benefiting you?
We've been trying to beat standards on time taken to resolve an issue and create a near seamless, self help platform for our clients. The significant ticket volume and emails were a huge barrier - Information was lost, Emails were read and there was a lot of chaos. Freshdesk simply took this pain out of our minds.
Customer service
What do you like best about the product?
I like the prioritization of emails by order of importance. As well as the ability to have template emails.
What do you dislike about the product?
When we have exchanged several emails with a client, we don't have the last email at the bottom or at the top, we have to look at the dates and times to understand which was the last email.
What problems is the product solving and how is that benefiting you?
We resolve all our clients' questions. We were able to obtain statistics and were able to improve them.
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