Freshdesk
Freshworks Inc.External reviews
3,446 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy to use and customer service is very responsive
What do you like best about the product?
The layout of Freshdesk. It is very easy to use and keeps all of our tickets and emails organized.
What do you dislike about the product?
Sometimes when you click on unresolved tickets, it appears blank even though there are actually tickets that are open.
What problems is the product solving and how is that benefiting you?
We use it as our customer service ticketing system, which allows us to easily sort through customer inquiries and respond in a timely manner.
Freshdesk is easy and intuitive.
What do you like best about the product?
It's simple and intuitive and can easily be taught to new hires.
What do you dislike about the product?
Some settings can be confusing and not exactly what we need but we've worked around it.
What problems is the product solving and how is that benefiting you?
We are constantly decreasing our resolution time and the reporting on Freshdesk has made it so simple to track that.
Great Service
What do you like best about the product?
The response time is unbelievable quick. Roshni, was so helpful and patient with all the questions I had. Was a pleasant experience.
What do you dislike about the product?
It can be a bit complicated to use at times. I'm not always entirely sure what things stand for (e.g FCR).
What problems is the product solving and how is that benefiting you?
How to integrate surveys into Freshdesk.
Great new help desk system.
What do you like best about the product?
The support and getting a live agent on the phone.
What do you dislike about the product?
Support has been great! I don't have any issues yet.
What problems is the product solving and how is that benefiting you?
Auto reply e-mail when a new user sets there account with fresh desk.
Recommendations to others considering the product:
Need help with data base conversion before switching over.
Affordable and intuitive customer support tool
What do you like best about the product?
Very easy to use tool. Have almost every features we need built-in the tool. They also listen to our requests and develop the extra plug-in to meet our needs. The Marketplace offer rich apps integrate with Freshdesk which is also a plus. Oh did I mention about their superb customer service? I am so happy with their knowledgeable and friendly agents who always reply to my tickets quickly with great solution.
What do you dislike about the product?
I cannot think of anything I dislike about Freshdesk. It is a question that I have no answer for.
What problems is the product solving and how is that benefiting you?
We are a software company so we use Freshdesk to receive, organize, prioritize, assign resources to own support requests from our customer. It helps us to have bird eye views to see big picture as well as details view of each tickets in a couple clicks. Moreover, the built in knowledge base bases on our customer's questions to suggest matching topics which helps them do self service and save us a lot of time.
Great CRM platform, professional look and professional quality
What do you like best about the product?
Lots of customizability, which allows us to use Freshdesk to fit our needs, rather than fitting ourselves into a cookie-cutter CRM platform
What do you dislike about the product?
Converting calls into tickets is tough since we convert EVERY contact into a ticket.
What problems is the product solving and how is that benefiting you?
Great data analytics
Great
What do you like best about the product?
the clean, minimal UI, ability to chat with team members on specific tickets.
What do you dislike about the product?
some key features that should be frojt and center are hard to find or embedded below other settings
What problems is the product solving and how is that benefiting you?
trying to keep track of response times and realize the benefit of having custom tags!
Great bang for your buck
What do you like best about the product?
Freshdesk is easy to learn and the mobile app makes it easy to respond to inquires "on the go".
What do you dislike about the product?
The helpdesk site will go down 1% of the time, but is usually back up in little to no-time.
What problems is the product solving and how is that benefiting you?
We're able to log and track issues easily. Its has been critical for our business and allowing multiple agents to use monitor incoming inquiries.
Recommendations to others considering the product:
I would advise users to try the product out and to reach out to their company if you have any questions. From experience, companies are very willing to talk to you if you have a genuine interest in what they do and what they can offer.
Flexible and growing helpdesk solution
What do you like best about the product?
Very flexible. Continuous updates. Easy to install and begin using it, but with lot of features if you want to go deep and connect with other apps. For example we use our internal authentication system (Active directory) to authenticate our users into freshdesk and allow them.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
What do you dislike about the product?
Integration with Skype for business and onedrive for business are missing.
Ability to export the knowledge base is missing.
Ability to export the knowledge base is missing.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal helpdesk for our users.
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Recommendations to others considering the product:
Freshdesk is the right choice, easy to use and fully customizable.
Good Helpdesk Software
What do you like best about the product?
Good value for money, fair invoicing policy (if you add an agent in the middle of the month you don't have to pay for the whole month).
What do you dislike about the product?
As far as I know one needs to pay with credit card (or at least I don't see an option to change that) - other options would be more convenient for us.
If there is an issue it sometimes takes a while till it is solved.
If there is an issue it sometimes takes a while till it is solved.
What problems is the product solving and how is that benefiting you?
We use Freshdesk with two different products. We answer our customer's emails and tweets and solve tickets (also received by email).
showing 1,141 - 1,150