Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Great support and ticketing software, user friendly and easy, quick onboarding process
What do you like best about the product?
User friendly, easy to get started, my self and three agents were up and running in 3 -5 days. I love the integrations between SalesForce, JIRA, Slack etc-- everything all in once place. I love that you can send a survey out after each response back from an agent for some live scores that indicate if a customer received the right level of help. Tagging tickets with keywords so that you can run reporting on trends...
What do you dislike about the product?
Wish we had an account manager, more proactive and someone who could send us resources, offer more trainings and just generally be more actively available. Also, we have 5 active users in the software, so some guidance on how to properly interact based on our use-case-- how to create the proper language, when to close a ticket, how to customize our portal, etc I've had to reach out to support for all of my questions, no one reaches out to me to offer advice and service. I told each person multiple times about our business, but they kept asking and i had to remind them a few times, but if someone took notes, then they could suggest better usage of their software to my team.
What problems is the product solving and how is that benefiting you?
Avenue for support requests is now available, reporting benefits, understanding customer inquiry patterns
Good
What do you like best about the product?
Reponses by the agents are really quicker
What do you dislike about the product?
My problem still unresolved and pending
What problems is the product solving and how is that benefiting you?
None.
Superb Cx
What do you like best about the product?
The personalized customer experience and timely responses
What do you dislike about the product?
Occasional miscommunication and occasional follow-ups
What problems is the product solving and how is that benefiting you?
Productivity and reporting on the productivity
Recommendations to others considering the product:
Try it for yourself and if you think it's not catering for your business needs, contact a representative and you will not be disappointed
MovinMedia <3 Freshdesk
What do you like best about the product?
We like the ease of use the best of all the support desk software we tried.
What do you dislike about the product?
Searching for a catch-phrase or specific ticket (newest on top) could be better
What problems is the product solving and how is that benefiting you?
Day to day IT support for our endusers is handled by Freshdesk, resulting in quicker solving issues, not forgetting questions and giving our clients structured support.
Great Email Organizer!
What do you like best about the product?
Accountability. Before using Freshdesk we had no way of telling who was working on emails and customer fulfillment was tricky. Now we’re able to make sure we account for all emails, and service each customer.
What do you dislike about the product?
The search feature. I wish we could just type in parts of the name to search instead we are only able to search theough ticket # or reservation #. I often have to retreat to Outlook to do a quick search by name to find certain emails and this can be a hassle.
What problems is the product solving and how is that benefiting you?
This product has helped hold our staff accountable for resolving emails in accordance with different reservations. We’ve been able to divide the workload between shifts easier.
Recommendations to others considering the product:
With the correct settings this is really useful software to organize emails. On duplicates its easier to delete due to the workload time involved. Also auto replies seem trivial.
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