Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Its a good one to use
What do you like best about the product?
I like the user interface and good system to manage tickets
What do you dislike about the product?
Sometimes it take a longer time to get back to you on support
What problems is the product solving and how is that benefiting you?
Ticket management
Simple, understandable and helpful resources.
What do you like best about the product?
With this software, I can easily work together with all my team from across my business to give faster and consecutive answers to our clients. Also, I have the ability to resolve problems faster by cleavage tag into smaller tasks that relative teams can work on in parallel.
What do you dislike about the product?
I don't think that this platform can bring some bad problems or harm to our company. Also, all work with install and use are fast and simple.
What problems is the product solving and how is that benefiting you?
This platform helps us to control clients experience. With a faster overview of the reports page, we can understand how the support team is working. We can bring in extra help when needed using day passage and control shifts better.
Recommendations to others considering the product:
This software allows quicker cooperate with your team and will help you deliver enterprise client support. You will be able to coordinate much better and avoid extra strategic overhead. You will make all support dialogue, be it email or social onto a single stage and control every client interaction seamlessly.
What you need to keep the team on track
What do you like best about the product?
I like that it's web based and it's simple to understand. The support is 10/10. Good diagrams and stats. You can almost do anything you want. Configure it like your team needs it.
What do you dislike about the product?
The mail reading. When some one answer an email the answer go from bottom to top not the newest answer from the top. So you need to scroll down each mail. In the long term it's a bit enjoying. And you can't drag and drop documents or pictures from desktop into the application. You need to click on the insert and find the file. But that's about it everything else is great.
What problems is the product solving and how is that benefiting you?
Internal service system for customer support and cases. Email stacking and answering. You also get a great statistic charts on the workplace.
Recommendations to others considering the product:
I would recommend Freshdesk for teams from 10+ to 1000+. The system is easy for either help desk or customer usage or internal system.
My Freshdesk experience.
What do you like best about the product?
The ease of integrating it with our support emails and the customisation that it provides.
What do you dislike about the product?
The better requests are always contained in costlier packages.
What problems is the product solving and how is that benefiting you?
This serves as our ticketing tool. For all the products which we have.
Recommendations to others considering the product:
It is a good tool which can bring your closer to your customers.
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