Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Eligible platform to use for communicating with customers.
What do you like best about the product?
Manage tickets easily.
Collecting the feedback's of customers
Collecting the feedback's of customers
What do you dislike about the product?
There are times that it failed to load. Afterall, there's no problem at all
What problems is the product solving and how is that benefiting you?
easy to organize open and pending tickets
Recommendations to others considering the product:
Wish to organize emails easily? Use Freshdesk now.
Improving Quality and Customer Satisfaction
What do you like best about the product?
It is a very useful tool and every day that passes improves your services and work options for a support service. programmable on a large scale, different accessible prices. The screens of visualization is friendly to the client, and as administrator it is easier to configure the agents.
What do you dislike about the product?
Currently I do not dislike any software, at the beginning it was a bit difficult but as you get to know the program and you are configuring it becomes easier to work
What problems is the product solving and how is that benefiting you?
Customers send their tickets to provide technical services and technical advice, apart from a direct client-provider contact
Recommendations to others considering the product:
recommended, it is software that helps quality and customer service. and more that you can use the social networks that can be integrated into the software.
Freshdesk is superb support platform
What do you like best about the product?
The things i love about freshdesk are as follows:
-Its new updated dashboard view
-chat feature
-Easy reply and personal note writing feature
-Fast in speed
-Today's trend section and todo list on dashboard
-Its new updated dashboard view
-chat feature
-Easy reply and personal note writing feature
-Fast in speed
-Today's trend section and todo list on dashboard
What do you dislike about the product?
On the dashboard there is one tab called "Tickets" so there more option should be given to sort the tickets like last updated, most recent, new, old, closed and open etc.
What problems is the product solving and how is that benefiting you?
We are using freshdesk as a support system for one of our client, we give support for his LMS. We love using this product because this makes ease for us to hear clients query and to know resolve status of the same.
Recommendations to others considering the product:
Yes i would highly recommend this to anyone who need best support product for there use.
FRESHDESK REVIEW
What do you like best about the product?
I like that it's very user friendly and accessible to the public.
What do you dislike about the product?
I didn't like the graphic design and thought that it could be designed more aesthetically appealing.
What problems is the product solving and how is that benefiting you?
I am trying to automate all repetitive administrative work. I've had more time to work directly with customers instead of spending so much time doing day-to-day administrative work.
Good Competition for Zendesk
What do you like best about the product?
The setup / configuration is more straightforward than Zendesk. This ease of use and configuration is especially good for the end user portal. It can be setup to look very respectable and functional out of the box. Generally, for the price, it includes many more features than Zen does.
What do you dislike about the product?
The agent dashboard and day to day UI is less straightforward than it should be. Users can be distracted by the myriad metrics and buttons when they should be focused on addressing the the tickets directly. To that end, it would be nice if the agent UI was more customizable to allow it to be streamlined.
What problems is the product solving and how is that benefiting you?
We're running a SaaS based software and services helpdesk. While it's nice to be able to proactively address client questions though a knowledgebase, we are very much focused on ensuring we are getting tickets address and directed to other parts of the organization in an effective manner and integrating with the tools that those groups use.
Recommendations to others considering the product:
While Freshdesk is easier to setup out of the box, to take advantage of a lot of the customizations, you will need to utilize a web developer to fully customize the experience. That said, it will likely take less time with Fresh than with Zen.
IT ticketing system
What do you like best about the product?
Freshdesk is fully integrated with G Suite, and can easily be accessed from G Suites App launcher.
What do you dislike about the product?
Interface is primitive, like the web interface of early 2000s, not the year of 2018.
What problems is the product solving and how is that benefiting you?
Freshdesk is our IT ticketing system, our suers submit a ticket for wide raing IT related issues. The most popular ticket is password reset.
Would use again
What do you like best about the product?
The best part of this system is it's easy to use interface. Easy navigation which comes in handy when training other people. Gives clear direction when a large volume of requests are coming in.
What do you dislike about the product?
When large requests are coming in, the system seems to freeze which slows down productivity. I think they're working on it though.
What problems is the product solving and how is that benefiting you?
Successful solutions when dealing with customers thanks to the system.
Great for a mid-sized company
What do you like best about the product?
We use Freshdesk every day to track issues as well as enhancements. I love that we can set up as many customers or clients and only have to pay for the agents that use the system. I love that I don’t lose track of anything that people are requesting of me. I really like the customer self-service portal.
What do you dislike about the product?
There is a little bit of a learning curve but it’s actually not too bad when you compare it to some of the other ticketing systems. I wish there was a way to send Surveys to other agents. Right now it’s set that you can only get survey results from customers or clients.
What problems is the product solving and how is that benefiting you?
We want to make sure that our IT department is giving good customer service to those whom we support. The only way to do this is to track our requests, and then track our response to those requests.
Recommendations to others considering the product:
It’s ease of set up is really great. Sometimes the ticket flow can be a little bit complicated depending on your needs.
Good but buggy
What do you like best about the product?
I like that you can track tickets and revisit ones that are still open.
What do you dislike about the product?
Sometimes when I submit a ticket, it doesn't always make it to the right team. I think I found a workaround where I can open the site in a different window and hat seems to work better.
What problems is the product solving and how is that benefiting you?
We are able to track changes to documentation and fundings - we can all be on the same page about outstanding items.
It just works
What do you like best about the product?
Simple to setup and use. It worked well for us when we were much smaller and it's grown well with us. They continue to add useful features and enhancements which is great. The service has been totally stable for us so it's super reliable.
What do you dislike about the product?
The UI could use some optimization for agents so common actions require fewer clicks. Machine learning for categorizing tickets would be super helpful. The built in reporting is fairly minimal.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system which would also handle change and releases. It's worked well for us.
Recommendations to others considering the product:
Give it a try, it's a lot easier to use than the big players.
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