Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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Good but not perfect
What do you like best about the product?
Ease of access by web or phone app. This was crucial to our decision to go with Freshdesk.
What do you dislike about the product?
Impossible to either prefill or turn off some mandatory fields (requestor - I'd love to just default it to the logged in user)
Can't set a due date for a incident when creating it. "Server maintenance due Sunday night" for example, isn't usually overdue in 24 hours.
Can't set a due date for a incident when creating it. "Server maintenance due Sunday night" for example, isn't usually overdue in 24 hours.
What problems is the product solving and how is that benefiting you?
We needed a cost effective help desk ticketing system. Freshdesk has fit the requirements perfectly.
Great for the price
What do you like best about the product?
This is easy to use and pretty easy to configure. It also integrates with G Suite now for account creation.
What do you dislike about the product?
I'm not sure why it keeps sending help emails into spam, even from verified users and even agents. It greatly effects our response time, as we have to go and check to see if anything is there.
What problems is the product solving and how is that benefiting you?
This offers an easy, and cost effective way to keep track of help requests for our small company that has multiple people working the help desk as a small part of their other job.
Solid help desk
What do you like best about the product?
Ease of use and asset management software
What do you dislike about the product?
Configuration can be complex. It is not always easy to remove elements you don’t want.
What problems is the product solving and how is that benefiting you?
Lowering response times and increasing documentation.
Easy to use and very efficient in handling all my support tickets
What do you like best about the product?
Best part is how you can customize your service desk to what works best for you. Helps in keeping track and getting notification on all my ticket updates with ease.
What do you dislike about the product?
Only think I dislike about it is that I can to constantly add day passes every month and can not do it myself without contacting support.
What problems is the product solving and how is that benefiting you?
Managing all our customer support tickets
Recommendations to others considering the product:
Great product and ease to use
Easy to use Ticketing Platform with regular Feature updates
What do you like best about the product?
Freshdesk is an easy to use, user-friendly Ticketing platform that can be setup in under a few hours and used to simplify customer Service. I love the fact that Freshdesk is easily integrateable with multiple sub-systems and provides the flexibility of using it in multiple channels like the PC, and having a dedicated mobile App. The product brings with it the power of analytics and other Plug-ins supported by multiple vendors that can help your data flow in and out of the system seamlessly.
What do you dislike about the product?
Freshdesk as a platform provides the ease of use and there isnt anything that I dislike about the software.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us bring in Customer Support requests, customer reachouts, Incidents and Escalations from Multiple channels and enables our team to ensure that no customer's query goes unanswered. The intelligent automation rules in the product ensure that
Recommendations to others considering the product:
FreshDesk has come up with a newer version of the product that is super user friendly. The parent company Freshworks provides multiple solutions like a CRM, Applicant tracking Platform, a Call Center Software, and a conversion optimization suite that can be easily integrated across their other applications. Freshdesk is quite the wow software that is a must have if you are managing multiple customers and would require data to seamlessly flow into multiple systems.
Works for communication purposes
What do you like best about the product?
Overall it works like an email system, so I am able to communicate with customers and contractors.
What do you dislike about the product?
Sometimes it's hard to find past communications, it's not great with search results
What problems is the product solving and how is that benefiting you?
We can communicate with our users without giving them our personal work emails.
Much easy than I thought
What do you like best about the product?
I would like to say easy to set up, easy to use.Very good job I really see its helps us manage our customer support needs. Which is good and safe my time.In one clock i have my team in one place. So nice to comunicate with.Really good I like it.
What do you dislike about the product?
Thanks God I don't have any bad comments. So i can't say something really bad to use it.With install or working i don't have any problem but if you have some they have good customer support.
What problems is the product solving and how is that benefiting you?
Allows my agents to process applications, without interfering with each other. And do not worry about the fact that several employees respond to the same message, as everyone will be able to see who is working on this or that folder at the moment.So really helps.
Recommendations to others considering the product:
I think its just a plus if you have on your device program like Freshdesk. Will make you to concentrate more on other things.Its better to have than just think to start use.
Light weight best ticketing system
What do you like best about the product?
n my office we love the fact that we were able to find a ticketing system that fit our needs. It wasn't too expensive and if we want more we can pay more for additional features. Secondly it supports automation for e.g. customize the emails sent to clients.
What do you dislike about the product?
If I close a ticket and somebody adds a private note it doesn't notify me about it. The mobile app doesn't notify me when there are new tickets, only when I work on one or a client responds to a closed one.
What problems is the product solving and how is that benefiting you?
Before deploying this product we were unable to track customer complaints and previous conversation with the customer, so every new agent ask for the problem again and again. with the help of freshdesk now we can track back each and every query.
FreshDesk - Allows us to serve our staff better
What do you like best about the product?
It is very user friendly and helps us greatly with tracking everything in one place. It is also fantastic to now be able to pull stats on service requests..
What do you dislike about the product?
There is nothing that I don't like so far.
What problems is the product solving and how is that benefiting you?
Our operations/admin team uses FreshDesk internally, to track service/maintenance/IT etc. requests from our staff. Pulling stats on service requests now means that we can prove to our staff and management that we are producing good/reasomable turnaround times on requests. This is always good for staff morale and interdepartmental relations.
Great support ticketing platform and knowledgebase
What do you like best about the product?
Freshdesk is easy to use and understand right away. Freshdesk has a great feature of integrating with apps like Google Apps, YouTube, Slideshare. Love the various status available. Lots of neat features like merging tickets, adding watchers to a ticket, making notes on a ticket, etc.
What do you dislike about the product?
User interface can use a redesign to help make looking for things easier/faster. Some features like canned responses are only available on a reply but never as outgoing emails.
What problems is the product solving and how is that benefiting you?
I've used freshdesk for eight months. I implemented customers support system for our company and different features on our website which was linked to Freshdesk via API.
Recommendations to others considering the product:
Very simple to usual users with advanced settings. You need to try it some time for better experience.
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