Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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Best Helpdesk solution
What do you like best about the product?
It is simple and clearly arranged.
All necessary functions are given and positioned correctly.
All necessary functions are given and positioned correctly.
What do you dislike about the product?
Currently, we just don't like the app for smartphones and tablets.
The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.
The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.
What problems is the product solving and how is that benefiting you?
We use it as a ticket system for IT.
This enables us to offer a fast and transparent service.
This enables us to offer a fast and transparent service.
Recommendations to others considering the product:
Use the trial period to get an impression of what it looks like live. We configured it for testing and were immediately convinced.
Easy to navigate
What do you like best about the product?
it is easy to navigate and tag your tickets, people see what your working on because of the dashboard updates
What do you dislike about the product?
when I process something I need to refresh my page to make sure it sticks.
What problems is the product solving and how is that benefiting you?
error on my page
Excellent product, meets all of our needs
What do you like best about the product?
We have some unique needs that Freshdesk has been able to meet for us - we have several different products that need specific branding, as well as various support groups that need different type of access. We have been able to implement Freshdesk in a way that allows us to easily get tickets to the right people, as well as report out status of all tickets.
What do you dislike about the product?
There is not much I don't like about Freshdesk - we have had a couple of small issues over the last couple of years, all of which we have been able to resolve.
What problems is the product solving and how is that benefiting you?
Our biggest issue is supporting several different products in one system, and being able to make them all unique. We can have as many support portals as we need, as well as different emails and phone numbers. The cost of the system, and the options available, make it a win win!
Recommendations to others considering the product:
Set up is easy, and flexibility is outstanding. I was able to get us up and running in short order, as well as continually make changes to have Freshdesk work better for us.
My favorite help desk solution in the market
What do you like best about the product?
The platform allows us to bring our customers a very professional and efficient service. It is also very intuitive and easy to use. I have not received anything but excellent service from the Freshdesk Support team.
What do you dislike about the product?
I currently have no complaints whatsoever.
What problems is the product solving and how is that benefiting you?
It has allowed us to better manage customer service and relationships.
Freshdesk is easy for our internal team and our clients to use
What do you like best about the product?
It is straightforward, you do not have to spend too much time figuring out how to use it. If there are questions it is pretty easy to get help.
What do you dislike about the product?
No comment, there is nothing that I dislike about using the system
What problems is the product solving and how is that benefiting you?
It provides a location for our clients to log and update tickets which helps our team spend more time resolving issues.
Improved team efficiency.
What do you like best about the product?
Good automations and funtionality to reduce time.
What do you dislike about the product?
I wish the live chat would work with a mobile app.
What problems is the product solving and how is that benefiting you?
Improved efficiency, consistent communications across channels
Easy to setup, very intuitive.
What do you like best about the product?
Setting up the application was so easy.
What do you dislike about the product?
Custom reports. I'm able to create the report I need but I have to schedule them to be able to verify their output. It would be nice to have a generate button included for custom reports.
What problems is the product solving and how is that benefiting you?
Technical support staff work much more efficiently. You can tell that the Freshdesk team put a lot of thought into the design.
Recommendations to others considering the product:
Quality product at a very affordable cost.
Clear system, easy to use. Brings clarity to the chaos.
What do you like best about the product?
Everyones task list is clear, prioritisation is easy, automated rules are a god send.
What do you dislike about the product?
I am not a big fan of the new mint design, but it is optional.
What problems is the product solving and how is that benefiting you?
Developers can now easily see a prioritised list of tasks pertinent to their skill set without faffing around.
Great way for our small team to handle support requests
What do you like best about the product?
The ability to organize type of support requests and assign to different team members is great. The interface is simple to use and pretty straightforward.
What do you dislike about the product?
Integration was a bit complicated the first time around
What problems is the product solving and how is that benefiting you?
Customer support. Too many emails being shared around the office and no one own responsibilities. With Freshdesk that problem is solved.
Recommendations to others considering the product:
Compare other similar platforms if needed but definitely give it a try!
This is Customer Service!
What do you like best about the product?
Freshdesk is idiot proofed. Quick, simple and intuitive software that is ready to assist in management and tracking services.
What do you dislike about the product?
One thing is alerts of open, overdue etc. tickets. I would like to see priority levels attached to tickets I can set to alert me at settable intervals.
I would like to see a better way to edit time information. It's not broken, I personally would like to see this made easier. Never mind. It looks like you fixed it already. Thanks
I would like to see a better way to edit time information. It's not broken, I personally would like to see this made easier. Never mind. It looks like you fixed it already. Thanks
What problems is the product solving and how is that benefiting you?
Keeping on time, and under budget. Faster response times due to keeping projects and issues for my clients front and center.
Recommendations to others considering the product:
I have used other very highly rated software systems that end with Wise, and do a very good job. Freshdesk is smaller but well on its way to compete.
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