Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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Freshdesk staff is very professional and helpful.
What do you like best about the product?
First of all, Freshdesk staff is polite, professional and always helpful. They are very punctual with resolving issues, and when they say the issue is fixed, it very likely is. It does not take them long at all to get to work on your request or issue.
What do you dislike about the product?
One thing that caused some slight conflict is that the tech I was working with, seemed to think of me as unable to handle a basic problem. It may have been the wording I used in my request or something as I figure it was something that I said that made him think I was fairly naïve in the computer world. However, we were able to work through this and the problem was resolved in the end!
What problems is the product solving and how is that benefiting you?
My company uses the Freshdesk helpdesk to stay organized with requests for our non-profit organization. After a recent update, Freshdesk failed to work in IE 11. My request involved this issue and they were able to get it resolved.
Very Agile Help Desk System
What do you like best about the product?
I like how quick it is to create, assign, and resolve tickets.
What do you dislike about the product?
I can't think of anything off the top of my head.
What problems is the product solving and how is that benefiting you?
We have a small, understaffed IT group in a fire department, and we needed an agile help desk system because requests were falling through the cracks. FreshDesk has made it so that we stay on top of requests and resolve them quicker.
Great support app
What do you like best about the product?
It's very customizable. Integrated it with Zapier and Wufoo
What do you dislike about the product?
Nothing. The best I worked with. The new look and feel is great.
What problems is the product solving and how is that benefiting you?
Most are just informative questions.
Recommendations to others considering the product:
Try it and you know why
Professional & Easy to Use
What do you like best about the product?
Freshdesk has a professional, attractive interface. It provides everything we need for our support portal. There's a good variety of plans, and we've used a couple different ones, depending on our needs and budget at the time.
What do you dislike about the product?
It's difficult to find help on the site; there's a button for "feedback", which apparently goes to support, but that's not clear from the way it's labeled.
What problems is the product solving and how is that benefiting you?
We like having a professional, customizable, easy-to-use support portal for our customers. It's easy to stay on top of support requests.
Great value customer service software
What do you like best about the product?
The responsiveness and helpfulness of the customer service team
What do you dislike about the product?
The manuals with screenshots are sometimes from the old version of the software.
What problems is the product solving and how is that benefiting you?
We are just launching but we will hopefully solve a multiple step issue handling by one tool.
Accessible and clear overview of tickets
What do you like best about the product?
Good system to dispatch incoming customer tickets.
What do you dislike about the product?
Unfortunately, 2nd line planning options are limited.
What problems is the product solving and how is that benefiting you?
We use this system for out IT helpdesk. It helps us assign tickets to resources and monitor progress.
Freshdesk helps our business to keep track of all the issues customer reports
What do you like best about the product?
Tracking of the issue has never been easy and Freshdesk helps to tackle it with easy.
What do you dislike about the product?
Some features are not available in all plans
What problems is the product solving and how is that benefiting you?
We resolve all customer reported issues and it is the best tool to keep track of all the issues resolved on time.
Recommendations to others considering the product:
If you want a simple ticketing system, I would highly recommend Freshdesk
An intuitive plateform full of features
What do you like best about the product?
The fact that the plateform is quite easy to understand and to use. That you will find plenty of features that will improve the service you can provide to your client.
And great support that will respond very quickly to your problem.
And great support that will respond very quickly to your problem.
What do you dislike about the product?
Your website design can't be fully personalised
What problems is the product solving and how is that benefiting you?
We design products for our client, thank to the plateform they feel more safe beacause they will have a the help they need in using our products.
Recommendations to others considering the product:
Think of what you want and need, then check carefully what the plateform offer to you. If it fits then you should défintely use Freshdesk.
Freshdesk Ticketing
What do you like best about the product?
The look and feel
The ability to carry out customisation
The system automation
The relationship management between tickets
A friendly Freshdesk and responsive support team for when you have issues or requests
The ability to carry out customisation
The system automation
The relationship management between tickets
A friendly Freshdesk and responsive support team for when you have issues or requests
What do you dislike about the product?
Some of the basic concepts that you would expect to see such as:
- Ability to create custom team specific dashboards
- Ability to link one customer to another i.e. partner + end customer of partner
- Time taken for the Freshdesk Developers to implement a new feature or piece of functionality
- Ability to create custom team specific dashboards
- Ability to link one customer to another i.e. partner + end customer of partner
- Time taken for the Freshdesk Developers to implement a new feature or piece of functionality
What problems is the product solving and how is that benefiting you?
We are moving from a small company to a large company. I am using Freshdesk to help manage this scale, workflow mgmt, SLAs and reporting.
Freshdesk is providing us with a way to scale up and manage our IT demands inline with our ITIL Framework.
Freshdesk is providing us with a way to scale up and manage our IT demands inline with our ITIL Framework.
Recommendations to others considering the product:
This product is fairly easy to configure and full of lots of useful elements that will help manage and resolve your customer contact. If there is a new feature that you need the time taken to implement can be long so just make sure before you buy you carry out a full review to ensure the major components and requirements are in place. Everything else you need can be build and customised
A great platform to work with.
What do you like best about the product?
User-friendly and easy access to Dashboard and tickets
What do you dislike about the product?
Reporting is not accurate and does not provide real time data.
What problems is the product solving and how is that benefiting you?
Helps us in keeping track of the tickets generated by our end users.
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