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.
Helpdesk for a Helpdesk
What do you like best about the product?
I'm a new customer who had some issues setting up my instance. So I had to open a ticket with Freshdesk. Their support agent was great at responding to me via e-mail, which I prefer, and after researching my case thoroughly finally determined the root cause of my problem (on my end) and recommendation to resolve it
What do you dislike about the product?
I think it would be an improvement if there were an option to force agents to enter a "resolution" when they set a ticket to resolved.
What problems is the product solving and how is that benefiting you?
We're a small shop that just needs to track a few tickets. Our users prefer to e-mail a support address so this is going to be great for them.
Recommendations to others considering the product:
Take a few minutes to customize your e-mail notifications. There's some cool options there!
FreshDesk with IT Help Desk
What do you like best about the product?
We use this across various sister companies, ability to see how other tech are fixing issues is helpful, ability to auto-assign techs based on who sent the ticket in is very helpful.
What do you dislike about the product?
My only main complaint is with the phone app - that the unread alert count just growing, wish it was just unread for my own tickets, don't really care about others tickets.
What problems is the product solving and how is that benefiting you?
Ability to bring IT depts together from various locations and reassign tickets to other locations if needed.
Recommendations to others considering the product:
Plan out groups, users, categories, etc before final implementation. Overall it was a very easy change over!
Quick and patient help chat
What do you like best about the product?
I had a problem with the developer API. The representative pointed me to the right api documentation and it's implementation in a short time and waited for me to try it out and get back before closing the chat.
What do you dislike about the product?
Some parts of their documentation are inadequate and could be improved.
What problems is the product solving and how is that benefiting you?
Customer complaints. Very handy and easy to integrate.
customer service
What do you like best about the product?
Quick response and professionalism. Complete system of every functionality, a very nice thing is the possibility of integrating external applications.
What do you dislike about the product?
I have not found anything I do not like yet
What problems is the product solving and how is that benefiting you?
Customer support and speed up responses
Help to start our Freshdesk support portal
What do you like best about the product?
The reactivity and efficiency was really apreciated !
What do you dislike about the product?
Nothing for the moment, maybe improving the knowledge base categories and folders managment to allow more subsections.
What problems is the product solving and how is that benefiting you?
It's was referring to email forwarding from our service address to freshdesk for ticket creation.
Very easy to use and train out
What do you like best about the product?
I like the fact that we can now filter all of the customer's contact with us into one ticket. This makes our job a lot easier.
What do you dislike about the product?
I feel like the merging feature needs some work. Merging tickets can make the thread look complicated and doesn't always merge the tickets in the correct order.
What problems is the product solving and how is that benefiting you?
We are now able to see exactly why customer's are contacting us thanks to the type feature.
Customer Service at Freshdesk
What do you like best about the product?
Good response times, friendly consultants, useful information provided.
What do you dislike about the product?
The program itself can be slightly ambiguous, hence the requirement for assistance. These are obstacles that can be overcome.
What problems is the product solving and how is that benefiting you?
Ticket definition and prioritization.
Freshdesk Review
What do you like best about the product?
I've been using Freshdesk to manage support tickets for over a year now and the main things I like about it are the ease of the initial setup, the easy ticket management workflow, and the integrated knowledge bases you can create with it. I should also point out the Android app is great - not a lot of fluff, just what I need to keep an eye on and manage tickets. I've only had to contact Freshdesk's customer support a few times and recently for the first time over the phone. Each interaction I had was pleasant and I got the feeling the really wanted me to learn to use their application better.
What do you dislike about the product?
It's really hard to complain about much, but so I can only nit pick. A few times my ticket "view" got set to show "Overdue tickets" and I missed a couple brand new tickets coming in. I'm to blame on that because I changed it and just didn't realize my view had stayed on that screen (mobile app, too). I think a slight improvement there would be some kind of color coding so the overdue ticket views are red (or something) and the new ticket view's entire screen is different, too. Again, this is a minor complaint - there's a title right there at the top of the screen telling me what I'm looking at.
What problems is the product solving and how is that benefiting you?
My main two issues that are solved by Freshdesk are my need for ticket management and a comprehensive knowledge base to point customers to for looking up answers to their own questions. I feel the self help pages I am creating look great and there are plenty of tools there to add the content I need.
Recommendations to others considering the product:
Freshdesk lets you do a lot at their free level of service and then move into fair priced models as your business needs expand. Contact support if you have any questions about how to setup their product they are really helpful.
Already happy after switching from Zendesk
What do you like best about the product?
Freshdesk is really easy to use (compared to Zendesk) and the new mint UI is really appealing too. In our case less = better.
- Mobile app is really good and has similar UI as the web app
- SLA feature reminds to answer tickets faster
- To-do lists for tickets
- Mobile app is really good and has similar UI as the web app
- SLA feature reminds to answer tickets faster
- To-do lists for tickets
What do you dislike about the product?
- Lack of good social support (there should be more integrations available than just Facebook and Twitter)
- You can't use social support without Twitter account
- No easy way to convert solved tickets to solutions in customer portal
- No help visible to agent when answering to ticket
- You can't use social support without Twitter account
- No easy way to convert solved tickets to solutions in customer portal
- No help visible to agent when answering to ticket
What problems is the product solving and how is that benefiting you?
Customers problems, cooperation offers. Higher productivity.
Awesome application
What do you like best about the product?
The ease of use of this application and the reporting features.
What do you dislike about the product?
During the search feature, if i select the incorrect result, it will not take me back to the search results but restart the search :(
What problems is the product solving and how is that benefiting you?
Manage my tickets in a simple and organized fashion so that I can track the problem to the solution with ease.
Recommendations to others considering the product:
User friendly application.
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