Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk has been a very effective support ticketing system for us
What do you like best about the product?
- Simple, straightforward interface.
- Easy for our customers to use.
- Excellent uptime.
- There are some useful reporting tools
- Nice view filtering options
- Good technical support
- Easy for our customers to use.
- Excellent uptime.
- There are some useful reporting tools
- Nice view filtering options
- Good technical support
What do you dislike about the product?
- Combining/merging tickets can be a bit messy at times
- No way to clear email address blocks other than to contact FD tech support
- No way to clear email address blocks other than to contact FD tech support
What problems is the product solving and how is that benefiting you?
Effective tracking of customer submitted issues, and effective communications with customers
Freshdesk review - the perspective of a company moving away from zoho desk
What do you like best about the product?
The customization and control of automated events is impressive and the analytics is impressive. It's a nice change from the "simplicity" of zoho desk. the general aesthetic is pleasing to the eye.
What do you dislike about the product?
There is not enough customization. For example, if you wanted to set different ticket types and create a to-do list based on what type of ticket it is, its not possible.
The dashboard where you view trends does not give you the ability to quickly view this week compared to previous weeks' tickets.
The dashboard where you view trends does not give you the ability to quickly view this week compared to previous weeks' tickets.
What problems is the product solving and how is that benefiting you?
Our outfit is growing bigger, we need better analytics and more control over how tickets are handled. We like freshdesk because we can set multiple departments under one ticketing system, and track which tickets require one department to handle, and which ones require multi department support.
Recommendations to others considering the product:
It's a good med range solution.
Amazing product, but still improving.
What do you like best about the product?
The Ticketing Feature.
We can share tickets across the company, and provide a lot of info to our customer efficiently.
We can share tickets across the company, and provide a lot of info to our customer efficiently.
What do you dislike about the product?
The inability to customize particular areas of the site.
My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company."
We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.
My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company."
We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.
What problems is the product solving and how is that benefiting you?
We run on a ticket system for our IT support desk. This product gives us the ability to monitor agents as they progress through the system.
It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted.
We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.
It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted.
We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.
Recommendations to others considering the product:
Know what you want before jumping in. Freshdesk offers a lot of content and services, and you can lose focus on what you want. Ensure that you have an excellent foundation before you expand into the apps.
If you are looking to create a customer portal, know what you want to be added. CSS is near unlimited in what it can do. Take advantage!
If you are looking to create a customer portal, know what you want to be added. CSS is near unlimited in what it can do. Take advantage!
Get up and running quick with Freshdesk
What do you like best about the product?
Ease of use combined with great features
What do you dislike about the product?
The software requires a separate phone service (freshcaller)
What problems is the product solving and how is that benefiting you?
It has transformed our service desk providing a very efficient means for tracking and resolving solutions
It saves time which saves money for our company and provides a professional consistent, positive experience for our customers
It saves time which saves money for our company and provides a professional consistent, positive experience for our customers
Recommendations to others considering the product:
Please be patient with the new Mint experience. While there are some bugs, it is extremely easy to switch back and forth from the old and new versions so when I run into an issue I just switch to the old version.
Great tool for managing helpdesk tickets
What do you like best about the product?
Freshdesk is very easy to use and provides a good level of control to the user. The look and feel is very responsive and modern.
What do you dislike about the product?
Sometimes, when resizing the screen, the text fields in the tickets do not resize.
What problems is the product solving and how is that benefiting you?
Enables us to keep track of customer issues and portal to communicate with customers.
Recommendations to others considering the product:
Its simple and easy to use whilst looking very modern and providing you with the necessary controls to manage the support desk.
Customer Center Portal
What do you like best about the product?
Easy configuration and setup.
Support team is professional and available
Support team is professional and available
What do you dislike about the product?
Lack of flexibility in the manner of GUI customizations
What problems is the product solving and how is that benefiting you?
Our new customer center portal was deployed in a short time
Head of customer support
What do you like best about the product?
Easy and flexible. The app store & the new features rolled up regularly.
A good follow up by the CS team.
A good follow up by the CS team.
What do you dislike about the product?
The lack of analytics & advanced filters.
The poor search tool.
The poor search tool.
What problems is the product solving and how is that benefiting you?
Customer support. Handle & follow efficiently incoming requests.
They solve my problems
What do you like best about the product?
I love the mobile apps, allow me to attend my client request immediately.
What do you dislike about the product?
This is specifically for Zoho, too many products that can be integrated.
What problems is the product solving and how is that benefiting you?
Software support for my app.
My helpdesk experience with freshdesk
What do you like best about the product?
the overall system is wonderful, I like the seamless integration with e-mail and it is collecting users ID to the directory from their first ticket, the issue tracking was never easier and it helps us decreasing the time of closing items. also, I am talking less to my agents now, with help of notes and attachment it could never be easier.
What do you dislike about the product?
because I don't have the full versions, I wished I could have it materials request, but I learned it is available in the full version
What problems is the product solving and how is that benefiting you?
Currently, IT support is being taken care of
My experience of freshdesk
What do you like best about the product?
Simple,fast,cheap,good customer service.
What do you dislike about the product?
The login issue was the only thing i was having trouble with. Now i am good.We will see!
What problems is the product solving and how is that benefiting you?
I got no problems so far.The only thing i disliked was the login issue which was quickly fixed.The benefits were the easy communication between the clients and the headquarters.Really good and helpful!
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