Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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External reviews are not included in the AWS star rating for the product.
Handling Tickets Made Easy
What do you like best about the product?
I loved that I could easily customize it to fit our needs without being on the phone with the support team for hours and how user-friendly it is. I could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks.
What do you dislike about the product?
Need support for more channels for instance Whatsapp. Also, few features which earlier offered as a part of free plan have been moved to Paid Membership. For instance, Custom Ticket Fields.
What problems is the product solving and how is that benefiting you?
We needed better reporting and root cause analysis of all our customer mails and were doing it manually. Freshdesk dashboards served our purpose.
Freshdesk Review
What do you like best about the product?
Service is really good thing about freshdesk
What do you dislike about the product?
Sometimes it is difficult to connect to freshdesk
What problems is the product solving and how is that benefiting you?
NA
Excellent Technical Assistance
What do you like best about the product?
Quick and courteous response to my requests. Easy to configure and maintain. Very customizable.
What do you dislike about the product?
Only contact is by email. It wold be helpful to have a phone number to call for support. The phone support functionality is not ready for use. We tried it and had to diable it.
What problems is the product solving and how is that benefiting you?
Security Certificate request and installation.
Smooth Gmail integration
What do you like best about the product?
Huge time-saver that our users don't have to log in to "yet another account" to submit IT tickets.
What do you dislike about the product?
Still discovering the ins and outs of FreshDesk, especially with the new beta redesign, so dislikes have yet to be determined. The beta redesign (aka Mint) has many bugs, but that's why it's in beta, so that can't be held against them. Annnnd.... they welcome bug-reporting feedback, responding quickly to help resolve it.
What problems is the product solving and how is that benefiting you?
Eliminating another set of login credentials for our staff (via Google integration). Also a user-friendly GUI is a huge plus.
Fast and easy to use
What do you like best about the product?
easy to use and the general dashboard. Manage lot of customers.
What do you dislike about the product?
Minimun reports, you cant do a control of work hours I mean, if all of our customers has 20 hours/year, i cant control this from the interface (to do that the first 20 has no cost, and the rest yes).
What problems is the product solving and how is that benefiting you?
Business IT Support.
Recommendations to others considering the product:
Easy to use, great main global dashboard.
Excellent CX Solution
What do you like best about the product?
Response customer service, great reporting features, easy to use interfaces,
What do you dislike about the product?
would like a bit more customizations around reports, ticket fields, and field types
What problems is the product solving and how is that benefiting you?
transparent routing of internal communications, replaced existing contact us form
Partner that helps you succeed
What do you like best about the product?
Easy configurations and customer portal customization. Support team quick to assist and provides clarity even when their platform does not have a specific feature (they try to provide suitable workaround).
What do you dislike about the product?
Reporting on custom fields could be improved. Embedded images do not push over to Jira.
What problems is the product solving and how is that benefiting you?
Customer Support platform. Our customers love the customer portal where they can see real time ticket status.
Recommendations to others considering the product:
We are unable to upgrade to Freshdesk Mint due to customizations, so this would be a caveat to consider.
Good user experience with Freshdesk.
What do you like best about the product?
The response is lightning quick and excellent follow-ups on the request.
What do you dislike about the product?
In terms of feature enhancements, Team should be pro-active in updating on the ticket status and some status emails to be sent on the work update. This will be really helpful in terms of Customer Delight.
What problems is the product solving and how is that benefiting you?
We are using it as an effective ticketing tool to track all the customer requests/issue. The features are really awesome which eases us in the followups and resolution part.
Recommendations to others considering the product:
Yes, would definitely recommend Freshdesk.
User-Friendly Intuitive Software with Great Support
What do you like best about the product?
Flexibility in plan selection depending on your requirement and budget
Excellent support through trial and implementation
Intuitive and easy to implement, even for a non-IT user
Excellent support through trial and implementation
Intuitive and easy to implement, even for a non-IT user
What do you dislike about the product?
There are a few minor features I have suggested which appear possible through customisation but, unlike the rest of the system, require some programming skills and experience. Not a major issue though.
The reporting capability in the lower plans could be more flexible in respect of creating custom reports.
The reporting capability in the lower plans could be more flexible in respect of creating custom reports.
What problems is the product solving and how is that benefiting you?
Created a helpdesk for a multi-tenanted building which, unlike previous systems in place, is accessible to users external to our IT domain and is lot more flexible and user-friendly. All relevant correspondence relating to a ticket is available in one place and the SLA and reporting features allow for good monitoring of agent performance.
Recommendations to others considering the product:
Make use of the excellent support avaialble
It was good
What do you like best about the product?
It was impressive as the response was very quick unlike other chat platforms.
What do you dislike about the product?
Option to readily attach files in chat sessions
What problems is the product solving and how is that benefiting you?
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