Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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A ticketing system to manage internal work orders
What do you like best about the product?
Freshdesk allows our team to communicate urgent and non urgent work orders and requests of staff on an organized platform.
What do you dislike about the product?
The ticketing system we have doesn’t allow for edits to be made on previously submitted tickets. Revisions come through with a new ticket number which makes it not as easy to consolidate changes in one place.
What problems is the product solving and how is that benefiting you?
We are communicating maintenance requests and setups needed. It allows for details to be listed and explicitly said and executed accordingly.
Single Platform for all Support Queries
What do you like best about the product?
Does a great job of assisting with the consolidation of support tickets from multiple sources to a single source. The core UI for logging and responding to tickets has been drastically improved in the last few months. Ample features on the free plan are really appealing, especially for startups and small & medium enterprises.
What do you dislike about the product?
While the UI of the core ticketing system in easy to use, that of the admin panel and other configurations is certainly more complex and has a steep learning curve. The pricing is a bit prohibitive (especially for early-stage companies) if one opts for a paid plan as it operates on a per agent per month pricing model.
Text formatting of auto-reply emails is fixed and looks quite pedestrian.
Text formatting of auto-reply emails is fixed and looks quite pedestrian.
What problems is the product solving and how is that benefiting you?
Consolidating support tickets from multiple sources into a single source with basic analytics across clients was the need of the hour. This was achieved after configuring Freshdesk to our satisfaction.
Superb so far, only a week into live usage
What do you like best about the product?
Intuitive interface, very easy to use with no training, clean and tidy layout. Support response is quick and really helpful. Levels of user is a great idea too so staff can have access without being a full time agent, although we are still using the free version at present, I'm sure we will upgrade once we are utilising it fully.
What do you dislike about the product?
Not much yet, have had a bug with a company being deleted, but have been offered a workaround to close it. It would be nice to be able to turn off auto emails when you create a ticket manually and leave them on for incoming emails for clients, but this may be an upgrade option?
What problems is the product solving and how is that benefiting you?
We were using an email folder for our support and using Outlook categories to assign issues and manually sending a generic response, as well as tracking issues in Trello, which was very time consuming. We now have to simply allocate the issue to a user and our users are already tracking their issues using the Portal, meaning we've added to our customers positive experience too.
Recommendations to others considering the product:
You can do a full free evaluation, no trial period, so you can get a good feel for how it works knowing what you would get when you go live. Great to test all the functionality in the 1st package.
FreshDesk - Handy Support tool
What do you like best about the product?
The User Experience. I've used FD in the past for over 3 years and the User experience is pretty straightforward. Navigation is quite simple alongside other features.
What do you dislike about the product?
The reporting is still an unclear area fro FD I guess. The reports are buggy most of the times and not accurate.
What problems is the product solving and how is that benefiting you?
Manage Support single-handed.
Good for Analytics, User Friendly and Good Support
What do you like best about the product?
FreshDesk Interface connects emails, phone numbers, social media pages and live chats on only one platform. It makes customer service more accessible and easy. It is also good to measure the productivity of our agents and to get a good measurable view of customer service issues and trends.
What do you dislike about the product?
There is nothing I can say I "dislike" about FreshDesk.
But I do wish their own support team will be more interactive than just sending you links to review in order to solve issues. But to be honest, this is also a good way to get familiar with the resources of FreshDesk Community.
But I do wish their own support team will be more interactive than just sending you links to review in order to solve issues. But to be honest, this is also a good way to get familiar with the resources of FreshDesk Community.
What problems is the product solving and how is that benefiting you?
Customer Service. Analytics and Trends. Efficiency measurements. Contacts of customers. Storage of customers communications for dispute resolutions. Working and supervising outsourced teams.
Only helpdesk I would use
What do you like best about the product?
Been using Freshdesk and a few other Freshworks' products for years, though not for a huge project (for a few small projects). Love not just how Freshdesk works for support representatives, but also how it works for the clients (ie. frontend). Freshdesk Mint released recently is very eyecandy, still experimenting! Keep it up with the great work. :)
What do you dislike about the product?
If i must say one, I would probably demand a cheaper plan for even smaller project owners. Also, a dark mode! :)
What problems is the product solving and how is that benefiting you?
Being organised and able to help out my projects' users in a professional manner. Great for service quality.
Recommendations to others considering the product:
Easy to navigate, with the new Mint version it's even eyecandy to use.
Fast solution for problem
What do you like best about the product?
Support was helpful and fast.
Explanations for implementation were simple.
Service is always available without any lag in time.
Forms are understandable and easy to use.
Explanations for implementation were simple.
Service is always available without any lag in time.
Forms are understandable and easy to use.
What do you dislike about the product?
Application doesn't have possibility (dynamic settings) to be improved buy advanced users.
After solution of problem I received to many emails to approve that problem is solved.
After solution of problem I received to many emails to approve that problem is solved.
What problems is the product solving and how is that benefiting you?
Faster fill necessary data by importing. Import function was blocked from some reason.
Recommendations to others considering the product:
It would be nice open some more fields for information about spent time and expanses by each ticket.
Some extra reports will be helpful!
Some extra reports will be helpful!
Good organisation of your tickets and great service when having problems
What do you like best about the product?
The ease of distributing the different tickets to different colleagues
What do you dislike about the product?
The older version was a little bit more clear, you had a better overview, but I don't know why I have that feeling
What problems is the product solving and how is that benefiting you?
The problem solved by Freshdesk was the problem of not having an direct overview concerning the mails received and treated in our company. Also when someone is sick and therefore not coming to work, we still have the ability to treat his/her mails.
A Simple but yet powerful product.
What do you like best about the product?
Simple Design and lots of customization option make the fresh-desk a more powerful tool.
Easy to setup and ready to go like solution.
Most of the settings are easy to customize.
Scoreboard provide a healthy competitive environment.
Easy to setup and ready to go like solution.
Most of the settings are easy to customize.
Scoreboard provide a healthy competitive environment.
What do you dislike about the product?
Admin option can be simplify to provide better flexibility.
Reporting can be improved.
Reporting can be improved.
What problems is the product solving and how is that benefiting you?
Basically its helps to organised ticketing and help to achieve the business goals.
Easy to organised and maintain ticketing.
Easy to organised and maintain ticketing.
Recommendations to others considering the product:
A easy to use stuff, and continuous improvement of fresh-desk, provide a good solution overall.
It is the best web based app I have seen ever
What do you like best about the product?
Email queue, report, notification, etc...
What do you dislike about the product?
In the email, senders name not showing.
What problems is the product solving and how is that benefiting you?
IT Support, it is better to having remote screen connectivity option with email link to connect quickly
Recommendations to others considering the product:
Good for all corporate companies
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