Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Automation is very useful. Managing the global team is also helpful and easy
What do you like best about the product?
Automation. Dispatchr, observr, supervisr
What do you dislike about the product?
Lack of more intelligence in automation.
What problems is the product solving and how is that benefiting you?
managing user tickets, consolidating support efforts
Good customer service
What do you like best about the product?
Anytime I have an issue they resolve it quickly.
What do you dislike about the product?
Slightly difficult to work with to customize for our use.
What problems is the product solving and how is that benefiting you?
We use to coordinate our customer tickets. It works very well for allowing them access to viewing the status of their tickets.
Great Freshdesk Service for our business
What do you like best about the product?
With Freshdesk, if I have a question I can either find a solution through their support portal or I can instant message someone anytime and I always am able to get an answer.
What do you dislike about the product?
I have not really had any issues that have not able to have been resolved.
What problems is the product solving and how is that benefiting you?
The support side of our product. So we can house the tutorial videos and HOW TO and FAQ's on freshdesk.
Recommendations to others considering the product:
We looked at various help desk tools and Freshdesk came highly recommended to us and I would recommend it.
Great support!
What do you like best about the product?
Overall responsiveness through the chat channel has been outstanding.
What do you dislike about the product?
Some of the report building functionality could be improved.
What problems is the product solving and how is that benefiting you?
Supporting a large network of retail locations through a single team. So far, we have gained 30% in team efficiency.
We needed a ticket platform with APIs to integrate with our own custom webapplication
What do you like best about the product?
The user interface is very easy and quick to learn to use, even the basic plan is feature rich enough to provide the core support functionalities, Plus, the Freshdesk APIs were available even for the free plan, and complete enough to let our applications register new bugs/incidents automatically without the user having to do anything
What do you dislike about the product?
We didn't fully try the top plans, so we're not able to make comparisons, but so far there are no issues to complain about
What problems is the product solving and how is that benefiting you?
Before Freshdesk, our end users had to write an email whenever an application error occurred, now the app itself creates incident tickets automatically, sparing us from having to go through long email conversations.
Now the customers are also able to see the status and progression of their reports directly onine and discuss further details in conversation inside the ticket
Now the customers are also able to see the status and progression of their reports directly onine and discuss further details in conversation inside the ticket
Great open and agile support system
What do you like best about the product?
It takes 10 min. to introduce for 1 level supporters
What do you dislike about the product?
Agents are to divided - need to work in teams.
What problems is the product solving and how is that benefiting you?
Support in large non-profit festival in denmark, with 60.000 guests and 14.000 volunteers.
Has been good
What do you like best about the product?
The response time is super-fast and so is resolution time.
What do you dislike about the product?
Nothing that comes to mind as of now....
What problems is the product solving and how is that benefiting you?
-Measuring the quantum of work
- Accountability
- Accountability
Good enough
What do you like best about the product?
Freshdesk does its job very well, we can reply to tickets and chats.
What do you dislike about the product?
- It's difficult to work with reports
- Merging tickets was not working well in the previous interface, in the new interface it is confusing because I cannot see tickets from the user in the list
- It's also difficult to work with articles. Sometimes it doesn't save the changes, we cannot track the version history and it would be great to have an ability to change the visual version of the article without using a code.
- Merging tickets was not working well in the previous interface, in the new interface it is confusing because I cannot see tickets from the user in the list
- It's also difficult to work with articles. Sometimes it doesn't save the changes, we cannot track the version history and it would be great to have an ability to change the visual version of the article without using a code.
What problems is the product solving and how is that benefiting you?
Resolving tickets and chats
Writing articles
Writing articles
Freshdesk
What do you like best about the product?
It gives me a very clear view about which tickets need to be answered first etc.
What do you dislike about the product?
It seems like my colleagues working in other countries don't see the same tickets that needs to be resolved first. We don't know how we can be sure that everyone sees the same when working in freshdesk
What problems is the product solving and how is that benefiting you?
It helps us helping our customers.
usable
What do you like best about the product?
I'd like to say that , and give feedback, customer specific groups
What do you dislike about the product?
time roports not in excel format, just CSV
What problems is the product solving and how is that benefiting you?
IT issues
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