Freshdesk
Freshworks Inc.External reviews
3,426 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent Helpdesk Plaform
What do you like best about the product?
Ease of use. Method of cascading external inquiries to relevant teams within an organisation. Creating of self-serve solutions articles for customers reference
What do you dislike about the product?
Some field references are kept in separate silo's so cannot be cross references - e.g. company and contact information. Requires CSV download to connect data sets
What problems is the product solving and how is that benefiting you?
Customer support and customer retention - Freshdesk is a key driver of customer satisfaction
the perfect system for our needs
What do you like best about the product?
the easy interface allow us to process our tickets quicly and correct
What do you dislike about the product?
there must be al little more explination how certain reports are proceded
What problems is the product solving and how is that benefiting you?
we are an IT company witch implementes software, freshdesk give us the tools to monitor genereal problems and to plan our resources
Simple and powerful tool
What do you like best about the product?
Ease of use. We use freshdesk to support our clients, integrate with slack and post help articles on our knowledgebase. It is simple for the business to analyse our requirements for support and monitor response metrics.
What do you dislike about the product?
I like most, but if any criticism, I think the app needs a little more work. Notifications aren't updated as tickets are opened
What problems is the product solving and how is that benefiting you?
We can clearly determine the current issues facing our clients and resolve them faster than using just email. We can document time spent on issues and bill our clients accordingly with the confidence that everything is well documented.
Great chat feature
What do you like best about the product?
Their chat function is easy to use and very helpful!
What do you dislike about the product?
They have limited integration features with JIRA
What problems is the product solving and how is that benefiting you?
Support ticket, knowledge base, and feature forum
Great Helpdesk solution!
What do you like best about the product?
Freshdesk has an easy to use interface, and great Customer Service!
Questions are answered within seconds. Solutions are provided within a few minutes.
It only takes a few minutes to get started once signed up.
Questions are answered within seconds. Solutions are provided within a few minutes.
It only takes a few minutes to get started once signed up.
What do you dislike about the product?
We have been using Freshdesk for over 5 years, and there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, we did not have a ticketing system. Users would call, email, or just stop by to report issues. Many times, there was no way to track these issues. Certainly no way for our IT group to collaborate on issues. With Freshdesk, we can enter tickets from any source, and track the progress, as well as collaborate with other agents. Responding to users from within the ticket is a great feature as well.
Recommendations to others considering the product:
It's an easy to use, cloud based Helpdesk solution. Setup is easy.
Very Easy Tool
What do you like best about the product?
Allmost everything daily. we use it every day
What do you dislike about the product?
not exactly like dislike but please allow us to view and zoom the picture attachments rather download always.
What problems is the product solving and how is that benefiting you?
Support Operations, very swift in getting in touch with customers, solutions are very handy to distribute. New mint GUI is superb
Recommendations to others considering the product:
Please keep us same enthu and continue the good work you guys are already doing. thanks much
Excellent support!
What do you like best about the product?
Freshdesk helps us keep track of customer complaints, inquiries, service requirements and much more. It is an excellent tool for providing timely support to our customers. And the best part is that no matter what time of day or night, there's always someone available on Freshdesk help to answer a question or help you thru an issue.
What do you dislike about the product?
Nothing much to dislike as of now. If the system is not set up properly from the beginning, changing things later becomes challenging.
What problems is the product solving and how is that benefiting you?
Teamwork to help solve issues reported by our customers. Provide knowledgebase to customers to self-solve issues. Keeping track of issues to ensure customers are responded to and issues resolved on time. Monitoring agent performance. Zeroing in on majority issues being faced.
Recommendations to others considering the product:
Spend more time on planning. Go thru Freshdesk's "Best Practices" videos to learn more about setting up the system for best results. Changing things at a later stage becomes challenging.
Great service!
What do you like best about the product?
I like the layout and simplicity for the most part. Easy to track my work.
What do you dislike about the product?
Sometimes it can be slow. One day I started receiving notifications for every note added into the ticket and I am unable to change that in my settings. Multiple tickets created when title changes. Saving attachments one by one is painful.
What problems is the product solving and how is that benefiting you?
Tracking workload and correspondences.
Pretty good straight out of the box
What do you like best about the product?
Client support through multiple channels (Fb, emails, chat, etc)
What do you dislike about the product?
No customization of the dashboard and need to have internal users tickets not visible without having to create another company.
What problems is the product solving and how is that benefiting you?
The ability to have both internal and client facing tickets in one system. The ability to create complex ticket relationships that allow for parent-child with existing tickets.
Straightforward and Effective Way of Managing Team Emails
What do you like best about the product?
The interface is clean and intuitive, making inducting new users very easy. The system itself works exactly as one would expect it to and allows a good level of customisation via the Dispatch'r and Supervisor tools.
What do you dislike about the product?
The search could be improved; for instance it is not possible to search by date or reorder results by status, creation date or last modified. The process of merging tickets works, but could be slightly more presentable in its execution.
What problems is the product solving and how is that benefiting you?
We used to receive emails into a shared Outlook inbox. It was never clear which of our team had responded to a message or not (resulting in duplication of effort) and if one of our team did respond, we couldn't identify the status of the enquiry/issue unless everyone had been cc'd (a waste of time!).
Recommendations to others considering the product:
For a simple implementation with a smaller team, just go live! Overlap with email whilst you build your confidence. Gen Y and trailblazers will pick up the system quickly and bring other users with them.
showing 1,351 - 1,360