Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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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.
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.
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