Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Just starting out - like what I see so far!
What do you like best about the product?
We do B2B, working with different clients. I love to see all outstanding tickets/questions in one place, and keep track of SLA at the same time!
What do you dislike about the product?
It has a bit of a learning curve, but if you are used to working in similar systems, you will be just fine. I adjusted the system language to English instead of Dutch, not all translations are present which sometimes gave weird results... but as an international company, English is better anyways.
What problems is the product solving and how is that benefiting you?
We just started communicating Freshdesk to clients since this week, so we don't have any results. Being able to get a clear overview plus keeping track of the SLA will be a big help, we think.
A really good ticket system
What do you like best about the product?
The simplicity of this tools.
The intergration with other services (slack, google, etc..)
The intergration with other services (slack, google, etc..)
What do you dislike about the product?
The Plan and price. I think 3 plans is correct.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
What problems is the product solving and how is that benefiting you?
All our user requests or tickets. And the solution too. Only for our IT service
Best value for the money
What do you like best about the product?
It's a complete solution for the customer support: ticketing system, forums, chat. Affordable monthly price. Innovation and a lot of admin settings. Customer portal and chat website integration. Great interface, easy to work with. Responsive support.
What do you dislike about the product?
I would like to have the chat on the mobile app
What problems is the product solving and how is that benefiting you?
Simplifying our customer support. Get organized with customer requests and contacts.
Recommendations to others considering the product:
It is a solution for your customer support.
Very good experience
What do you like best about the product?
the service and the product is pretty good and clear
What do you dislike about the product?
the response is quite slow, interms of call backs, please try to progress in terms of call back on the same day
What problems is the product solving and how is that benefiting you?
ticket handling for customers
Recommendations to others considering the product:
Keep the good work
Freshdesk got it right!!!
What do you like best about the product?
The simplicity of creating tickets via social media and how easy it is to track.
What do you dislike about the product?
Well, just one thing there is no notification when a new ticket is created on the web portal.
What problems is the product solving and how is that benefiting you?
It's very easy to assist our customers who post on social media from one central place and keep track of all our mentions on twitter.
Recommendations to others considering the product:
It's a fantastic solution to help manage all your customer support issues. With a little more spending I'm sure the other functionalities are amazing and efficient as what they already are offering free.
Managing a cs team of 3 + temps using Freshdesk
What do you like best about the product?
setting rules, flexibility setting up new views and organising the workflow
What do you dislike about the product?
Merging tickets is messy and appears messy for agents.
What problems is the product solving and how is that benefiting you?
Organising our workload with flexibility in using views, priorities and rules. Canned responses.
Freshdesk, great ticket system at a fraction of the price of Zendesk!
What do you like best about the product?
Freshdesk contains almost all of the features of Zendesk but comes with absolutely fantastic sense of humour with loading screens and "lost" page messages.
The inspiring login messages are a great boost to my team in the morning!
The reporting system is clean and easy to use at-a-glance
Support can be a little slower than i'm used to but they respond within 2 hours and have not failed to provide me with the information required.
The inspiring login messages are a great boost to my team in the morning!
The reporting system is clean and easy to use at-a-glance
Support can be a little slower than i'm used to but they respond within 2 hours and have not failed to provide me with the information required.
What do you dislike about the product?
SSO setup is a little more complicated than i would like, but their support team is very helpful with this.
The range of apps are a little small compared to Zendesk but is growing rapidly and contains nearly all the apps i wanted (it is missing complete customisation of hiding ticket fields based on groups) if this was integrated without a separate app installed from their app page this would push fresh desk even higher and make me 100 percent happy with turning down Zendesk
The range of apps are a little small compared to Zendesk but is growing rapidly and contains nearly all the apps i wanted (it is missing complete customisation of hiding ticket fields based on groups) if this was integrated without a separate app installed from their app page this would push fresh desk even higher and make me 100 percent happy with turning down Zendesk
What problems is the product solving and how is that benefiting you?
Reporting and ease of viewing tickets, whilst giving our clients access to a custom built support guide repository.
The ability to split our departments and see only the tickets that are relevant is fantastic.
The ability to split our departments and see only the tickets that are relevant is fantastic.
Recommendations to others considering the product:
Defiantly consider this over Zendesk, it has almost all the features at a fraction of the cost.
They are very friendly and even extended our trial to let us be sure this product was for us.
They are very friendly and even extended our trial to let us be sure this product was for us.
Freshdesk portal review
What do you like best about the product?
The best thing is the feature that the website already have when some is raising a new ticket the suggested solution appears on the right side of web page.
I think it will be more helpful to the user.
I think it will be more helpful to the user.
What do you dislike about the product?
In the agent portal homepage when I check the resolved and closed ticket, its color is very light. instead of it, we can use the showing text like Finished To-Do List
What problems is the product solving and how is that benefiting you?
We are using it for our internal support. So that we can know how many queries we receive in every month.
what is our success ration for solving new tickets? And most important now we can use to build our knowledge base to our team and user or ticket requester as well
what is our success ration for solving new tickets? And most important now we can use to build our knowledge base to our team and user or ticket requester as well
Recommendations to others considering the product:
Since it is a nice working platform to build own support portal. We should try at least one time to get more familiar to the whole system.
nothing to complain about
What do you like best about the product?
The best feature is when you reply to a ticket, FreshDesk automatically starts with "Hi [FirstName]". It sounds silly but it saves so much time and it's super useful. I also like that when I add a new customer you can just add "full name" and it some how divides it into fname and lname. So that's pretty cool
What do you dislike about the product?
I don't like the way they sort tickets. For some reason I just find the navigation of open and closed tickets to be sorta clunky. also, I setup my notifications to get an email when a ticket is assigned to me and when I click the link in my email, it doesn't open the ticket in freshdesk for some reason so I just copy/paste the ticket id into freshdesk which is also slightly annoying.
What problems is the product solving and how is that benefiting you?
We are able to track every customer support ticket in one place. We can also see a history of tickets per customer and see how much time they actually take to support etc.
Recommendations to others considering the product:
one of the great time savers is that form that looks like an "contact us via email" type form but really it searches the answer to the question the person is asking. This form saves our support team from answer tickets b/c the person can get their own answer.
Overall a great value for money, feature-rich with fast and friendly support team
What do you like best about the product?
First is value for the money! The interface is very user-friedly, easy to navigate and administer. Love various automatic options such as Dispetcher, Supervisor and Observer. Other great features we find very useful are Email-to-Kbase and customer support portals. Also ability to instantly add day passes for occasional agents.
Freshdesk Support team is very efficient, friendly, helped me as an administrator to set and understand many things. I am very greatful.
Freshdesk Support team is very efficient, friendly, helped me as an administrator to set and understand many things. I am very greatful.
What do you dislike about the product?
The fact we cannot edit or remove some default fields from Ticket properties. The fact it's not flexible enough in some situations, like when we need to create a new ticket that is NOT initiated on behalf of 3rd party or customer, but rather agent themselves is a requestor.
The fact there's no option to edit font size in replies and notifications, or set up different font styles..
The fact there's no option to edit font size in replies and notifications, or set up different font styles..
What problems is the product solving and how is that benefiting you?
Freshdesk was set up for our department (not company overall, as we use ticketing systems) to improve customer experience and support processes, as we develop more applications. It gives us an opportunity to serve our internal customers in a more timely manner and provide them with web-based customer support portal for instant solutions.
Recommendations to others considering the product:
Recommend as great value for the money!
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