Freshdesk
Freshworks Inc.External reviews
3,438 reviews
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Fantastic ticketing system!
What do you like best about the product?
I love the way you can gamify the ticketing. The system has games built in that give awards and ranks for service people, to help motivate them to serve the customers better.
A really useful part of Freshdesk is the tags that get applied when a ticket is updated; in your ticket view, you'll see a blue tag on each ticket that has received a response, and a red dot on the ones that are overdue, so you can really focus on the issues that need attention most urgently..
I also like being able to filter the tickets to see only those assigned to a specific agent. Even better is the ability to purchase 'day passes' which you can give to anyone so they can be an agent for a day - saves you having to buy another agent seat if you just need someone to view a ticket or two but they won't be handling tickets on a regular basis.
A really useful part of Freshdesk is the tags that get applied when a ticket is updated; in your ticket view, you'll see a blue tag on each ticket that has received a response, and a red dot on the ones that are overdue, so you can really focus on the issues that need attention most urgently..
I also like being able to filter the tickets to see only those assigned to a specific agent. Even better is the ability to purchase 'day passes' which you can give to anyone so they can be an agent for a day - saves you having to buy another agent seat if you just need someone to view a ticket or two but they won't be handling tickets on a regular basis.
What do you dislike about the product?
sometimes tickets can get ridiculously long and hard to find new entries, since they quote the old email strings. Especially when someone adds a note, it creates another note automatically from an agent that says a note was created, so it makes it hard to see the new entries and who wrote them.
One minor dislike is that after I'm finished with a ticket and I close or resolve it, it doesn't take me back to the ticket view so I can see all the other tickets I'm working on, nor does it give me a link to go to the Dashboard, where I can see a history of the tickets that are currently open and choose to go to one based on how recently it was updated. Would be nice to have that function, or at least a link to go to the Dashboard after closing a ticket.
Occasionally one of the screenshots I include in a ticket is unable to be viewed by a recipient, though this may be a setting on their browser more than a failing on Freshdesk's side.
One minor dislike is that after I'm finished with a ticket and I close or resolve it, it doesn't take me back to the ticket view so I can see all the other tickets I'm working on, nor does it give me a link to go to the Dashboard, where I can see a history of the tickets that are currently open and choose to go to one based on how recently it was updated. Would be nice to have that function, or at least a link to go to the Dashboard after closing a ticket.
Occasionally one of the screenshots I include in a ticket is unable to be viewed by a recipient, though this may be a setting on their browser more than a failing on Freshdesk's side.
What problems is the product solving and how is that benefiting you?
all our support emails are now contained in the ticketing system so the entire team can handle them. We also have service levels and reminders so that not only do customers get an acknowledgement of their issue, the service reps get notified as soon as a new ticket is created.
The automations and canned responses are huge time savers. I use canned responses ALL the time, and the automations are fantastic for helping us stay organized and get repetitive tasks done automatically.
The automations and canned responses are huge time savers. I use canned responses ALL the time, and the automations are fantastic for helping us stay organized and get repetitive tasks done automatically.
Recommendations to others considering the product:
Fill out your canned responses with step-by-step instructions and screenshots - it will save you TONS of time and headaches.
Take advantage of the arcade - it's a fantastic way to motivate your support team, and the leaderboard really helps keep them engaged.
Take advantage of the arcade - it's a fantastic way to motivate your support team, and the leaderboard really helps keep them engaged.
Great support desk service, great for small teams
What do you like best about the product?
We were able to use this service for free for under 3 users which was key in searching for support desk software.
The UI isn't the best but it's friendly enough for the average user.
The UI isn't the best but it's friendly enough for the average user.
What do you dislike about the product?
Sometimes there is no name to fill in when you reply to a ticket.
What problems is the product solving and how is that benefiting you?
Easily tracking support tickets in one place. Easier communication between internal teams of issues that arise for users.
Recommendations to others considering the product:
Definitely a good alt. to bigger support desk services.
It gets the job done with a nice set of features
What do you like best about the product?
I really like the interface and how easy it is to interact with. The fact that's web-based is a major plus since I don't have to worry about keeping software up to date. The support is really good. I don't need them much, but when I reach out to them, they reply promptly - which is very appreciated.
What do you dislike about the product?
I notice that the app sends too many emails and I haven't been able to tune it down. If a ticket is reopened then I receive about 3 emails due to the reply received, the ticket being reopened, and the ticket reassigned to me (as an agent). I also have experienced some downtimes which are not good, although they do a good job of keeping us informed when this occurs.
What problems is the product solving and how is that benefiting you?
I use freshdesk on a daily basis to manage tickets created by our clients. I can easily add screenshots, as well as public/private notes. It presents a user friendly and modern interface to work with.
Great Helpdesk Tool
What do you like best about the product?
Ease of use when it comes to creating automation and lightweight nature of tickets/workflow. The reporting module is also great with perfect out of box reports and is also very easy to use.
What do you dislike about the product?
Some limitations around automation- such as restrictions on the fields which can be included in SLA and limitations around having a contact be associated with many companies (caps at 20)
What problems is the product solving and how is that benefiting you?
Communication consolidation, ticket organization and automation. Through all of the workflow automation and ease of reporting, we will be able to improve workflow bottlenecks, provide data insights to the wider business, and create a more scalable support team model.
Recommendations to others considering the product:
Very easy to use and setup. New UI changes are great in the Mint Experience.
Very happy so far
What do you like best about the product?
We use Freshdesk for internal IT requests.
It meets our needs:
- Staff can make tickets through an easy to use portal or via email
- Staff can login with Google SSO
- Tickets can be CCed to others as needed.
- Easy to attach images and files.
- Can view ongoing and completed tickets based on various criteria (including custom fields).
- Good search functionality for tickets.
- Support portal for documentation for staff.
And there are a lot of features we do not use.
But with a very affordable cost for a small company. We have 5 agents on the basic (Sprout) plan, and only pay $30 per month.
It meets our needs:
- Staff can make tickets through an easy to use portal or via email
- Staff can login with Google SSO
- Tickets can be CCed to others as needed.
- Easy to attach images and files.
- Can view ongoing and completed tickets based on various criteria (including custom fields).
- Good search functionality for tickets.
- Support portal for documentation for staff.
And there are a lot of features we do not use.
But with a very affordable cost for a small company. We have 5 agents on the basic (Sprout) plan, and only pay $30 per month.
What do you dislike about the product?
Sending and CCing of emails can't be controlled on a per-email-type basis. So as the manager, CCed on everything, I get 5+ emails for even the simplest ticket.
Ticket lists cannot be limited by date range.
The customisation available on ticket request page is good - but we'd like to be able to do more. That functionality is actually available, but for significant extra cost. We'd be prepared to pay extra for it, but not $1000 extra per year.
Ticket lists cannot be limited by date range.
The customisation available on ticket request page is good - but we'd like to be able to do more. That functionality is actually available, but for significant extra cost. We'd be prepared to pay extra for it, but not $1000 extra per year.
What problems is the product solving and how is that benefiting you?
Our company has expanded recently and we now have staff in separate offices to the IT team. Freshdesk's interface is easy to use for non-IT staff to make tickets, and include screenshots, etc - even just by sending an email. Communication back-and-forth is easy and for me, monitoring ticket progress is straight forward.
I would certainly recommend for a small to medium company.
I would certainly recommend for a small to medium company.
Recommendations to others considering the product:
I would certainly recommend for a small to medium company.
Excellent but have patience
What do you like best about the product?
The adaptability to make the system work for our exact requirements
What do you dislike about the product?
If you're good at writing program coding you should be fine, if not (like me) it can take a little while to get very detailed/specific requests communicated in a way that the support team can action for you. That being said, it's nice to have a support team that will write any coding you need regardless of just needing a little patience!
What problems is the product solving and how is that benefiting you?
Streamlined reporting of our business centre activities and simplified filing system.
Recommendations to others considering the product:
With the endless amount of editing you can do to the program, it is very likely it can make your life easier in one way or another - you just have to have a bit of patience to start.
FRESHDESK: Quick and efficient
What do you like best about the product?
The features we prefer at Pagesjaunes Resto are the automations and scenarios. The automations allow us to direct emails automatically, based on the words contained in the client's request or its origin. The request is automatically identified and forwarded to the appropriate department. As for the scenarios, they allow us to increase productivity and save time in transferring requests between departments while being as comprehensive as possible in the record-keeping (both at the client level and for the department that takes over the request).
What do you dislike about the product?
A more advanced customization of satisfaction surveys would be a real advantage.
What problems is the product solving and how is that benefiting you?
Before using Freshdesk, our 25 agents were divided into 3 departments (Customer Service, Restaurant Service, Commercial Assistants) and shared a common access. We had no tracking on the emails being processed, it was impossible for us to have precise figures on processing times, the number of requests received, or the number of exchanges. Thanks to Freshdesk, we have optimized our processing time across all activities. We have a view of all activities, and we are able to manage and quantify our customer relationship. The resolution time for a ticket has been reduced by 33%. We have increased our performance in terms of SLAs: all our indicators are on the rise.
Cheap, complete and user friendly
What do you like best about the product?
There might be a lot of cool customer care services but I found out that Freshdesk offered a lot of value already with its free version with all the main functions that a Start Up requieres to set up a support portal: automated tickets management and online support for customers.
I also love the integration with other related services like Freshrelease or Freshsales for example
I also love the integration with other related services like Freshrelease or Freshsales for example
What do you dislike about the product?
Probably there are some other similar tools in the market that look like a little bit more fresh than freshdesk (ironically). But I wouldn't pay a more expensive fee just for the design, all in all Freshdesk is a platform for work and it's quite usable.
What problems is the product solving and how is that benefiting you?
I converted a simple mail inbox into a full service to collect tickets with bugs, doubts, questions and a reference for customers to always get an answer from our support team. Apart from this we are building an effective online help with a lot of automated cross-links to let our customers discover our product, step by step
my team uses it for support platform
What do you like best about the product?
Freshdesk is simple to navigate and create new help articles. Visually appealing with the color titles and search option. I love that you can add tags to articles to group them and make for even easier searching. The custom dashboard that we made is the nicest help hub I've ever seen.
What do you dislike about the product?
That you can't add sub folders within topics. If we could have more folders and visual organization on the sub-pages it would be amazing!!!
What problems is the product solving and how is that benefiting you?
One hub that has all help articles and videos. Fresh desk makes it easy for us to send relevant links to clients, have them register for upcoming webinars and also engage in a forum all from one place! Our ticketing structure has really improved from the use of fresh desk.
Recommendations to others considering the product:
Really awesome.
freshdesk review
What do you like best about the product?
the ease of use, everything is very user friendly
What do you dislike about the product?
Nothing comes to mind, all of the features work well for me
What problems is the product solving and how is that benefiting you?
Responding to clients in a timely manner
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