Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Excellent ticking and knowledge system
What do you like best about the product?
Ability to log tickets on behalf of clients via either the web portal or my mobile devices, in addition to this I have the ability to create knowledge based articles either based on tickets or just general requirements to allow my customers to view these prior to logging a ticket, which helps them get to a resolution more quickly or at least cover off the basics of troubleshooting.
What do you dislike about the product?
I had an issue with the mobile application that stopped working at some point, raised a ticket and FreshDesk were more than happy to help me resolve this issue
What problems is the product solving and how is that benefiting you?
Ability to log tickets instead of getting customers to email me directly where sometimes their requests fall between the gaps.
Recommendations to others considering the product:
Keep doing what your doing, it seems to be working (well at least for me that is).
Slowly gets better the more you use it
What do you like best about the product?
Very easy to route and organize incoming tickets to each agent. Also, program is now better at letting you know if another agent is working on the same ticket as you so that duplicate or redundant emails are not sent.
What do you dislike about the product?
There needs to be a way to resize images inside the reply text box. This used to be available in the previous version however in the new mint version it is not.
What problems is the product solving and how is that benefiting you?
Simply being able to manage multiple agents and being able to collaborate and ensure that there is a consistent company stance on all issues regardless of which agent is handling the ticket
Recommendations to others considering the product:
Great program that scale-able for the size of any business.
Works for my Needs
What do you like best about the product?
The accessibility to the software from desktop and phone.
What do you dislike about the product?
Some of the menus and settings are hard to figure out and how the tickets are categorized when pending is sometimes annoying
What problems is the product solving and how is that benefiting you?
Better tracking customer issues and resolving in a more timely manner
Recommendations to others considering the product:
Check out multiple services before deciding so you can see the value of each system. I tried over 5 ticket systems before settling on FreshDesk
new look, added features
What do you like best about the product?
Easy to use ticketing system with good features
What do you dislike about the product?
With the recent features, there is nothing we dislike about the product.
What problems is the product solving and how is that benefiting you?
We use FreshDesk as our primary trouble ticket and solution system.
Easy Migration, when it worked
What do you like best about the product?
I appreciated the migration from zendesk to freshdesk, when it worked. Had a little hiccup, but it was probably my fault and pulling the trigger too fast on certain things like URL changes. Setting up email rules and new ticket fields are pretty easy. There are a lot of questions answered on the FAQ/help forums. So that is very helpful especially when I cannot figure something out. Having the free trial period helps out alot as well. If it wasn't for the free trial period I probably would of skipped Freshdesk.
What do you dislike about the product?
There seemed to be little custumer service after 5:30pm Pacific, and nothing on weekends. We utilize Shopify, and it is not available on their new UI "Mint" so we must use an outdated UI. Most of the support is over seas, so getting direct call numbers to an agents is pretty hard. But it seems they all work in the same office, so once you are connected on the phone with an agent you can request a specific person over the phone (which is what I did).
What problems is the product solving and how is that benefiting you?
Saving money from Zendesk was my priority. But work flow and ticketing is turning out to be pretty intuitive. Migration from Zendesk helped a lot in keeping everything in line. So agents can get to work immediatly.
Recommendations to others considering the product:
Use the free trial. The user interface is ok. I think a few changes can be made.
Great Chat Help
What do you like best about the product?
Immediate help when I needed it and thorough, helpful answers.
What do you dislike about the product?
There was nothing to dislike. The platform is user friendly on both sides .
What problems is the product solving and how is that benefiting you?
WE are helping staff with technology questions and the format is easy to use for everyone. Staff feel their issues are getting prompt attention.
easy to use platform with many features
What do you like best about the product?
multiple platform experience, app is really is to use.
What do you dislike about the product?
no automatic timer tool, the add on tool available constantly gives false results. the required fields always feel like an after thought.
What problems is the product solving and how is that benefiting you?
Mobile work force, with teams in different geographical locations it is much easier for the them to work as a team. Unified communication so all channels come to the same place so we are always working with the latest information.
Recommendations to others considering the product:
Check what reporting you require as the built-in reports do not give a full picture of what the team are doing.
Professional and affordable customer service tool
What do you like best about the product?
Free sprout subscription that enables us as a non-profit to use this professional customer support tool as well
We also appreciate that Freshchat automatically adds e-mails to existing tickets without us requesting the customer to make sure not to remove the unique reference from the subject line. We have tried another customer support ticketing system too and we did not like the fact that once a reference was removed, a new ticket was created. Freshdesk makes it much easier to follow up on tickets.
We also appreciate that Freshchat automatically adds e-mails to existing tickets without us requesting the customer to make sure not to remove the unique reference from the subject line. We have tried another customer support ticketing system too and we did not like the fact that once a reference was removed, a new ticket was created. Freshdesk makes it much easier to follow up on tickets.
What do you dislike about the product?
For the moment I can't think of any disadvantage
What problems is the product solving and how is that benefiting you?
We use Freshdesk to engage with our customers. They can reach us for both sales and support. As we use it together with Freshchat it is also very easy to convert a lead on the chat into a Freshdesk support ticket.
Recommendations to others considering the product:
Try their free trial period to test several options, then review what you really need and make a decision on the subscription plan based on what you need.
Fast & Easy
What do you like best about the product?
We use Freshdesk every day it is so easy to use
What do you dislike about the product?
I find the reporting to be a little lacking but I believe this could be because of the plan we are currently on.
What problems is the product solving and how is that benefiting you?
Our customers day to day questions
Freshdesk review
What do you like best about the product?
Product is very user friendly, users knows how to use Freshdesk after a quick call.
Integration with other ticketing system like Jira works well.
Integration with other ticketing system like Jira works well.
What do you dislike about the product?
New Freshdesk, just started to use it, new important functionnalities have not been created
What problems is the product solving and how is that benefiting you?
Gathering all issues via ticketing system in one place.
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