Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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Scalable Cloud-Based Customer Support
What do you like best about the product?
Freshdesk offers SLA timing, response automation, team tracking and response, and a great internal and external knowledge base with associated analytics to rank efficacy of solution. Also, parent-child ticketing to really resolve repeat issues.
What do you dislike about the product?
The software lacks a mechanism to easily re-assign tickets/tasks to another person when someone leaves their position or the organization.
What problems is the product solving and how is that benefiting you?
As a fire department with part-time employees and non-standard work schedules, Freshdesk allows us to track action items, ongoing project takes, and plan future responses as a team, which eliminates duplicative effort and unnecessary repeat customer contacts. It also provides good analytics for annual performance evaluations, and resource deployment within the division.
Great customer services and extensive list of functionalities on the platform
What do you like best about the product?
I love the extent of customization that is possible under Freshdesk and also the fact that you can integrate heaps of apps within the platform. I love using Grammarly and it was great that it was wondering under Freshdesk unlike other 3rd party platform.
What do you dislike about the product?
We didn't like the fact that our customer couldn't see the status of their ticket without logging in to Freshdesk. It's an added hurdle to our less tech-savvy customers and we wish all our customers could see their ticket status easily.
What problems is the product solving and how is that benefiting you?
Faster response time and better customer service. Also, we integrated our social apps and live chat as well as email.
Freshdesk Is so easy, I’m not even sure how it works!
What do you like best about the product?
I like the fact that Freshdesk is keeping track and organizing the tickets I submit to my employer and does it in such a way that I don’t even have to think about what I’m doing or keep track of “steps” or protocol. It’s so user friendly! I’ve often wondered how it keeps track, organizes and delivers the tickets to the correct departments who can then get back to me in a timely manner. I’m hooked!
What do you dislike about the product?
In the capacity that I’ve used Freshdesk, I can’t think of anything I dislike.
What problems is the product solving and how is that benefiting you?
The main proble would be that without it, I’d have to seek out specific departments to figure out who could best handle my inquiries and then track down the contact info or method. This is time consuming and tedious. The benefit is that now I can just submit a ticket in a central location using the same method and Freshdesk does the rest.
Recommendations to others considering the product:
Go for it!
Good Solution to Start a Small Support Team
What do you like best about the product?
I like that fact that it is free and relatively intuitive for a small company.
What do you dislike about the product?
Sometimes finding the options you want can be quite cumbersome, with a lot of app-specific jargon.
What problems is the product solving and how is that benefiting you?
We use it as a ticketing system and as an integration with Jira
Very useful product that is easy to use.
What do you like best about the product?
It is easy to use both as an agent and as an admin. Excellent way to classify and track contacts.
What do you dislike about the product?
I would like a better "tickler" system - the ability to set up recurring tasks.
What problems is the product solving and how is that benefiting you?
Ability to keep track of contacts and create meaningful reports.
Freshdesk support
What do you like best about the product?
Freshdesk support team is the best. For each and every queries we have raised they have provided their solution. Sometimes , they even consider our request and ensure that solution is provided.
What do you dislike about the product?
I feel , freshdesk new version, Mint experience could be improved in a better way.
What problems is the product solving and how is that benefiting you?
We are using freshdesk to support technical issues for our company employee's.
It has helped people to find solution for the issues they face immediately.
It has helped people to find solution for the issues they face immediately.
help full desk
What do you like best about the product?
it is a free, no frills ticketing system
there's not a lot of banner ads like some free ticketing systems have
it feels really light weight and smooth to operate
there's not a lot of banner ads like some free ticketing systems have
it feels really light weight and smooth to operate
What do you dislike about the product?
it's almost too simplistic, it feels like it's lacking in features compared to other products I've used such as autotask and spiceworks.
It doesn't have an inventory system
It doesn't have an inventory system
What problems is the product solving and how is that benefiting you?
keeping track of work performed and what needs to be completed
Recommendations to others considering the product:
you get what you pay for, but this is worth the cost of operation
I use freshdesk with VIPKID as a way to send in a ticket to the company
What do you like best about the product?
Sending a ticket is very easy with Freshdesk. It guides you through drop-down boxes and allows you to place your question in the correct category.
What do you dislike about the product?
Freshdesk use to be the place for all inquiries, but now Hutong is used for information purposes and challenges. We have to have both Freshdesk and Hutong. It would be nice if they were combined.
What problems is the product solving and how is that benefiting you?
Anytime I need to write a ticket and get something clarified I use Freshdesk. The benefits this brings is to clarify any questions or concerns I had.
Recommendations to others considering the product:
Just follow the directions it will guide you to what you need.
Good for keeping track of IT requests
What do you like best about the product?
Easy to see work that you need to complete.
What do you dislike about the product?
Sometimes replicated tickets. Assigned same value to all tickets, so a person who received tickets for support that required less time received the same "points" as someone who has tickets that are more involved and take more time to resolve. In the case of an incompetent manager, the first person is seen as being a better employee than the person with the more difficult job.
What problems is the product solving and how is that benefiting you?
Keeping track of incoming IT requests.
Great product with no-cost entry
What do you like best about the product?
Freshdesk allows a feature rich demo period with a very usable free account option.
What do you dislike about the product?
The new user interface looks nicer, but does not seem to be as user friendly.
What problems is the product solving and how is that benefiting you?
Help desk responses and documentation management
Recommendations to others considering the product:
Evaluate other products - make sure to evaluate the mobile apps as well.
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