Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Very good Helpdesk solution
What do you like best about the product?
I like freshdesk’s clean UI, and it’s great admin management. Overall it's quite a great product that does it's job well. Also it provides a lot for free which is very nice.
What do you dislike about the product?
I wish the mobile Apps offered more, it seems like to do many functions one must use the desktop app.
What problems is the product solving and how is that benefiting you?
It makes answering support questions a 100 times easier than email.
Great tool and great team
What do you like best about the product?
I really like the way it’s so easy to configure the tool. Intuitive and clear usage. The support team is very reactive ans supportive when contacted by chat or mail.
What do you dislike about the product?
Although the Mint UI is nicer Andy more modern, there are still gaps between the old and new and have an impact act on the agent view and usage. Also, dashboards are not customisable which is something competitors offer.
What problems is the product solving and how is that benefiting you?
Switching to freshdesk helped us force ourselves to rethink how we work and making sure to apply the right way of working.
This change is huge but Freshdesk helps us in the process.
This change is huge but Freshdesk helps us in the process.
Got the answer I needed quickly
What do you like best about the product?
The person I spoke to was well-versed on the issue I was experiencing and could give me the options available to solve the issue
What do you dislike about the product?
Nothing note worthy, but I would have preferred some options to customise how Freshdesk handles threading
What problems is the product solving and how is that benefiting you?
helping internal customers
Move to Freshdesk was the right choice
What do you like best about the product?
The appearance of the interface. The ease of use. Our customers easily transitioned and have provided positive feedback. The customer portal has added value for us. The solution center, we are now building FAQ's for our customers to access. The ability to quickly export out data.
What do you dislike about the product?
Ability to customize a bit more than what is available. More filter options such as being able to exclude one specific customer for example with a "do not show" function instead of using say tags or rules. We've had some issues with notifications/email responses being delayed. Issues with FD third party email. Miss having an auto refresh, it's not available in the standard view which is the preferred view.
What problems is the product solving and how is that benefiting you?
Our customers are able to see all their tickets regardless of who submits, they are managing them more and closing them on their own. Helpdesk activity screen being able to see what is going on at a glance.
Recommendations to others considering the product:
Highly recommend. Easy to learn and use. The mobile app is a great tool as well. The Freshdesk support team is quick to address any concerns or issue. Our team members and customers easily adapted to the new software and it was a seamless transition from our old help desk to our new one.
Easy to use and good customer service
What do you like best about the product?
Freshdesk makes it easy to keep track of support tickets and keep the whole team in the loop. There are so many options that I feel like I am just scratching the surface.
What do you dislike about the product?
They have an easy to use interface but I am still waiting to be able to resize images in ticket responses.
What problems is the product solving and how is that benefiting you?
We work to provide support to institutions across the globe. Freshdesk makes it easy for customers to submit requests and for our team to track progress as we seek to resolve problems and answer questions. Using Freshdesk has helped us gather information for knowledge base articles from responses to questions from our customers. It has also helped us from having support requests slip through the cracks.
Recommendations to others considering the product:
While I am not familiar with a wide variety of support platforms, Freshdesk has been easy to use and fairly self explanatory. We have a variety of support systems feeding information to Freshdesk and have even embedded a support form into our product.
Friendly and Clear
What do you like best about the product?
Quick respons, and good answers to my questions.
What do you dislike about the product?
Nothing! There was noting wrong with the communication or help.
What problems is the product solving and how is that benefiting you?
Customer Service. The emails are organized.
More efficient Customer Support for our Customers
What do you like best about the product?
I like that it was able to handle email support as well as phone support. I was most impressed with the email support as it had allowed me to be more efficient, enable more agents to handle it and I noticed that more clients are going through our email support channel. I can put automations, templates and see an emails activity history.
What do you dislike about the product?
Social media support needs improvement. If clients ask through a public comment in Facebook, I have to manually make a ticket from that comment. So if I have more than 1,000 public comments, it is hard to make tickets from each. So this one is taking some time for my agent to do as there is currently no option to have every comment into a ticket automatically.
What problems is the product solving and how is that benefiting you?
I got to serve more customers with a lean customer support team. I am able to track down problematic issues and know which agent I have to talk to. Also my reporting is easier. There are a lot of benefits with using Freshdesk.
Recommendations to others considering the product:
Freshdesk is not as expensive as other software available but they do the work. And for a small team, it was a big improvement.
A modern tool for IT technicians
What do you like best about the product?
The modern look of this is very clean and professional. We recently received and upgrade from a more dated version of the program and this upgrade made a drastic improvement in terms of looks and feels. The overall functionality of this tool seems to be the same as the old but with a renewed look to freshen up the brand that Freshdesk provides.
What do you dislike about the product?
The closing of tickets sometimes makes you change a required field to something different and then change it back to acknowledge what it is supposed to be. This is only happened a few times so far. Other than the initial change of the upgrade and to find out where everything was once the update was completed took a little bit of time, just because things changed around a little.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we use this for our ticketing system to prioritize tickets and for our team to be able to handle issues within the company in a timely and professional manner. This ticketing system is designed to route tickets to the correct department within our business so that the wrong department isn't handling tickets for another department. This ensures that they are routed to the correct place so they can be handled in a timely fashion.
Recommendations to others considering the product:
Freshdesk is a low maintenance software tool that allows a company to integrate into their business structure and to tailor it to their needs. With this software you can make things require for certain circumstances to ensure consistency.
Ultimate Ticketing Review
What do you like best about the product?
Ease on the eyes and friendly navigation. Also has multiple options for tickets.
What do you dislike about the product?
The new interface. There are issues with closing tickets and sometimes doesn't allow you to close them.
What problems is the product solving and how is that benefiting you?
We are solving IT issue within the airport. It allows us to keep track and not forget about or staff when they have issues. Also allows us to prioritize them as needed.
They practice what they preach
What do you like best about the product?
I've sent a couple of questions and remarks to Freshworks regarding their software, both through their website and via their chat. I've received quick and thorough replies to my queries, which is what you expect from a company that delivers help desk software.
What do you dislike about the product?
I'm looking forward to migrating to the new "Mint" user experience and also use Freshcaller instead of the regular integrated phone caller, but I'm waiting on some features to come live in Q2.
What problems is the product solving and how is that benefiting you?
Professionalization of our help desk.
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