Freshdesk
Freshworks Inc.External reviews
3,408 reviews
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Fresh desk support ticket platform
What do you like best about the product?
The ease of handling the platform and that you can adapt it according to your needs, where you can control the number of reports and cases that arrive at your support table in an orderly manner
What do you dislike about the product?
The application on the phone is difficult to handle and there are no functions found on the web. In addition, when two tickets work, the history per ticket is lost, it does not fix by dates.
What problems is the product solving and how is that benefiting you?
Have a tray where the customer reports arrive, which is provided with support where it can be organized by customer, labels, need and the solution of each product can be measured.
Recommendations to others considering the product:
It is a low-cost application for handling tickets that can be adapted according to the needs you require.
The GO TO for user support management
What do you like best about the product?
The platform is well designed and caters perfectly to the requirements of an executive who has to help a user, be it chat or email integration Freshdesk has all the tools one can want.
What do you dislike about the product?
Multiple changes can be made to the platform, like better integration for calls and chat support can also be improved in some ways; the email integration feels buggy at times and needs fixing.
What problems is the product solving and how is that benefiting you?
All of our customer support issues are routed via Freshdesk only, and it helps us keep track and maintain timelines for the resolution of the query and fasten the entire process
Freshdesk is user friendly
What do you like best about the product?
I enjoy that the interface is user friendly and training a new support rep is simple.
What do you dislike about the product?
I dislike the reporting functions. Mainly because the way we base our metrics is a bit unique, so we need some customization.
What problems is the product solving and how is that benefiting you?
With freshdesk we are able to integrate multiple support interactions to flow through the ticketing system. Therefore we are able to help customers as quick as possible effectively. Integrating with our various channels has been super beneficial in organizing customer support tickets.
Quick easy and gets the job done
What do you like best about the product?
The setup is super easy, and you can be up and running in as little as one day.
What do you dislike about the product?
There is no way to see multiple panes at once.
What problems is the product solving and how is that benefiting you?
Customer support tickets and the benefit is that the customers now know that we have received their ticket as the system sends an automated email.
Freshdesk - Easy to use tool to resolve customer issues
What do you like best about the product?
There are a lot of automated scripts that can be used in fresh desk and as per SLA the priority of the ticket can be set and FD highlights them once the tickets are due and overdue and gives us an advantage that we can also know how the customer feels once we provide resolution, they have got a separate rating for it too.
What do you dislike about the product?
Nothing much.Mostly it gives us the edge over other tools in terms of features and flexibility
What problems is the product solving and how is that benefiting you?
We resolve a lot of customer issues in terms of email support using Freshdesk and gives us an option of filtering for everything in terms of Query type, Agents, Groups, Location, Status.So it has become easy for us to pick tickets and allocate them to others based on filters and also the automation helps us in great time.
2 year experiencevery
What do you like best about the product?
The Email support channel is very useful, and the mobile app - help me to give answers and close ticket on the way.
What do you dislike about the product?
The automation is not perfect and need more feathers like close old ticket automatic.
What problems is the product solving and how is that benefiting you?
Help desk for our worker's, we can work few people on same chanel, I can see if my help desk staff work or sleep.
Best Email Ticketing
What do you like best about the product?
The best part about the freshdesk is how the team leads/managers can make changes from creating canned responses to creating scenario based automated flows/responses
What do you dislike about the product?
The interface is not very impressive. It sometimes confuses the first timers. The daily update metrics are also not very clear and is very confusing thus, not giving a very clear view of what's happening
What problems is the product solving and how is that benefiting you?
We used Freshdesk to manage our email customer support tickets. All incoming and outgoing tickets were managed through this platform. In fact, we had integrated this with other Fresh product- Freshchat.
Best CRM you can ever get
What do you like best about the product?
The best part about Freshdesk for me is the seamless integration with other tools we use in the organization, proper record maintenance of everything and help keep a track
What do you dislike about the product?
it can be more intuitive, and some features like calling integration can also be helpful, and this could become an all in one suite for customer relationship management
What problems is the product solving and how is that benefiting you?
Seamless team management, the easiest way to manage all the emails and tickets, and easy assigning of tasks across the team has been the best part about freshddesk.
Awesome tool, excellent free version as well
What do you like best about the product?
The ease of use makes it one of the best software I've used to manage support.
The free version offers enough bandwidth to run complex operations with ease.
The support provided by their team is quite good too.
The free version offers enough bandwidth to run complex operations with ease.
The support provided by their team is quite good too.
What do you dislike about the product?
The layout to show the conversation thread could be optimized.
The client usually doesn't understand the diff b/w adding a Public Note vs replying as there isn't enough clarity when replying from the nbox instead of the dashboard.
The client usually doesn't understand the diff b/w adding a Public Note vs replying as there isn't enough clarity when replying from the nbox instead of the dashboard.
What problems is the product solving and how is that benefiting you?
We use it to solve almost all support problems.
Freshdesk is where all the grievance redressal is done, users are free to create tickets and we rely on this tool for a majority of our support work.
Freshdesk is where all the grievance redressal is done, users are free to create tickets and we rely on this tool for a majority of our support work.
You need a nice and powerful help desk? Look no further...FreshDesk is the answer.
What do you like best about the product?
I like the Automations that FreshDesk provides and the simplicity to use.
What do you dislike about the product?
I can't thnik of one, everything about the software is great.
What problems is the product solving and how is that benefiting you?
We solve IT-related issues using FreshDesk.
Recommendations to others considering the product:
Just get it; it's far better than the other platforms and affordable.
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