Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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FreshDesk
What do you like best about the product?
Easy and neat UI, useful canned reports, responsive support
What do you dislike about the product?
Hard to associate incidents to problems or incidents, tags are not searchable
What problems is the product solving and how is that benefiting you?
IT customer support
Recommendations to others considering the product:
Know what you are buying. Their support is very responsive.
Satisfying need
What do you like best about the product?
Workflow is good but need to be more effective
What do you dislike about the product?
Integration should have included many other products
What problems is the product solving and how is that benefiting you?
Ticket management
Good, Could Be Better
What do you like best about the product?
Very user-friendly. Outstanding number of integrations. Reports and gamification features offer a lot of value.
What do you dislike about the product?
Ticketing functionality could be better. Lacks change management controls.
What problems is the product solving and how is that benefiting you?
Freshdesk is easy to recommend as it's priced well, carries a lot of different features, and sports a great new look. It's a clear Editors' Choice pick.
Brilliant product, unnecessary update
What do you like best about the product?
The current iteration of the product and it's tagging and assignment systemd
What do you dislike about the product?
The new "mint" version, removing features
What problems is the product solving and how is that benefiting you?
Support tickets. Provides easy management, categorization etc.
Recommendations to others considering the product:
Check out the new mint version rather than the current as it's looking to be a forced update with a very different experience.
Not the best experience and currently looking for a new tool
What do you like best about the product?
It’s customizable, I can rely on it to email my customers without delay. Not too many bells and whistles.
What do you dislike about the product?
I often lose ongoing emails and have to search for them. I can’t easily see company information for my customer. I can’t split tickets when needed.
What problems is the product solving and how is that benefiting you?
Allows me to manage my support inbox outside of just using gmail. Can tag priorities and create custom fields based on business needs. Easy to export data as well.
Recommendations to others considering the product:
Demo other tools to make sure which is right for you
Very Easy To Navigate
What do you like best about the product?
I enjoy how everything is fairly simple to organize, and it gives you a good report of the ticket statuses.
What do you dislike about the product?
Specifically, I wish there was a chat in the same program. Keep everything in one site instead of having to use multiple programs for customer support.
What problems is the product solving and how is that benefiting you?
If reoccurring questions pop up, our company has it set up to where you can send canned solutions, and it is much faster to solve simple situations.
Recommendations to others considering the product:
If you can figure out how to use both the live chat feature and the email aspect, you can keep all customer service inquiries in one spot and keep it easy for your agents.
All the features for a cheaper price
What do you like best about the product?
Feature parity with the other desk software vendor, but at a lower price point.
What do you dislike about the product?
Can't view tickets in a table view, can't intelligenly automerge tickets created from emails when email subject line is updated slightly with re: or fwd:.
What problems is the product solving and how is that benefiting you?
Tracking support issues and having a saved history.
Ex
What do you like best about the product?
Quite a good soft to use for help
Desk..
Desk..
What do you dislike about the product?
Nothing all the features Are good and easy to use
What problems is the product solving and how is that benefiting you?
Remote connections
An average popular help desk software
What do you like best about the product?
Freshdesk is a very popular help desk software. It's reliable and adecuated for many companies.
What do you dislike about the product?
The pricing is note very competitive for SME companies
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to accelerate and monitor our workflows in IT.
Freshdesk has made my work experience better
What do you like best about the product?
The ease of access to the tickets and the appealing interface.
What do you dislike about the product?
The opening of the contact info page to access the email ID.
What problems is the product solving and how is that benefiting you?
Attending to the tickets has become easier compared to our previous experience with hubspot.
Recommendations to others considering the product:
Don't think about it. Go ahead.
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