Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Freshdesk is a great addition to our team
What do you like best about the product?
It's hard to pin down one feature that I like best. We find that prospective students, students, staff, and faculty all choose to communicate with us over chat when they have a problem. The chats are easily converted into tickets where we are able to keep track of issues that can be resolved quickly as well as ongoing issues. We use Google Analytics with our Freshdesk Knowledgebase and find that people all over the country have found our KB articles helpful. We are going to be implementing the new "bot" feature soon and think our users will find that incredibly useful, like being able to chat anytime day or night!
What do you dislike about the product?
If there is any one thing that I dislike it is that we do not seem to be able to mark knowledgebase articles as non searchable by search engines. We find that people from all over the country find some of our KB articles and subsequently ask us for help with products we are not able to assist them with. It would be nice to be able to keep some articles from being indexed and searchable.
What problems is the product solving and how is that benefiting you?
Some common questions are asked by students by email and with Dispatch'r rules in Freshdesk we are able to send automated responses to those students immediately.
It is one of the best software I have worked with
What do you like best about the product?
I love the way you are able to pick the calls, the way it keeps the calls record and very easy to find and manipulate.
What do you dislike about the product?
What I do not like about Fresh Desk is that it just pick phone calls. It doesn't allow you to take SMS. This is the reason why I believe the company I work with change.
What problems is the product solving and how is that benefiting you?
Since it is easy to worked with and manipulate, you'll be able to call or find that call even if it was over 6 months ago.
Recommendations to others considering the product:
Yes, I'll recommend this software.
Easiest Product when it comes to Customer service!!
What do you like best about the product?
This tool is very smooth and easy to use!
The support channel for users is simple excellent which allows you to create tickets through emails.
The support channel for users is simple excellent which allows you to create tickets through emails.
What do you dislike about the product?
it might be nice to be able to choose specific functions to add to your license cheaply without needing to upgrade to the next level....other than that no complains.
What problems is the product solving and how is that benefiting you?
It helped us managed our workflow and have a simplified option to count out the emails and request we were dealing with at the moment.
Recommendations to others considering the product:
Freshdesk is very easy to recommend as the price is very accessible, carries a lot of different features and has a very good look.
Best Service desk
What do you like best about the product?
We enjoy using fresh desk for our service desk needs as it lets us use social media integration for tickets.
What do you dislike about the product?
New modern design is hard to get used too and moves some features around.
What problems is the product solving and how is that benefiting you?
Customer issues and service requests are a lot easier than our old system.
Recommendations to others considering the product:
Be ready for an easy to use streamlined interface!
Pretty simple solution but limited in some ways
What do you like best about the product?
The software was very easy to use and train employees to use. The layout was very simple to navigate but simple is a plus and a minus at the same time.
What do you dislike about the product?
The layout was a little too simple and without some needed features.
What problems is the product solving and how is that benefiting you?
We used Freshdesk as a ticketing software for our Technical Support department.
Recommendations to others considering the product:
This is a good and easy software to use however make sure to take the time during launch to turn on/off all features you need and don't need. After the fact will be much more difficult and much more time consuming.
Notable
What do you like best about the product?
Good remote tool for end users, no crashes and good quality
What do you dislike about the product?
The first session takes a long time and sometimes it crashes.
What problems is the product solving and how is that benefiting you?
Problems with programs or resolutions of minor queries. Provides good stability.
Recommendations to others considering the product:
Try it
Freshdesk review
What do you like best about the product?
The ease of assigning groups and categories. The old interface (not the mint), and the reports area.
What do you dislike about the product?
When you internally forward an email from a client, the client receives those types of responses if the recipient is not registered. I miss having a policy control center.
What problems is the product solving and how is that benefiting you?
IT and customer support.
Eas
What do you like best about the product?
Usability
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
What do you dislike about the product?
*Freshdesk still needs to support more social media platforms like LinkedIn and others .
*Freshdesk's in-app capability seems a bit limited.
*Freshdesk's in-app capability seems a bit limited.
What problems is the product solving and how is that benefiting you?
*Email to Ticket Conversion
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
Great product - packed with features
What do you like best about the product?
It is very similar to other products of its type, like Zendesk. However, Zendesk does not have a free tier. Freshdesk has a great free tier that has MORE features that the basic Zendesk plan.
What do you dislike about the product?
I wish that Freshdesk had the ability to let users sign-in with Microsoft work accounts.
What problems is the product solving and how is that benefiting you?
Freshdesk is the best solution for tracking users issues and for running reports later on those tickets.
Recommendations to others considering the product:
It is jammed packed with features at great price levels.
Good stuff
What do you like best about the product?
They offer a free option with unlimited users for you. Great for startups that don't need all of the additional features and tools. It also has a bunch of add-ons, plug ins and integrations that are really helpful if you are using a bunch of other tools. We are not, so we don't necessarily need them all (but great to have, as the business continues to grow)
What do you dislike about the product?
The one problem that I have with Freshdesk so far is their word processor (for us in the knowledge base/wiki). It is terrible. When you are writing articles it frequently will break, in that it won't change font sizes like you told it to, or the bullets will just randomly start not working correctly. It often makes it very frustrating to write new articles because I know in order to match my style and structure of previous articles I am going to have to take twice the amount of time needed to get the stupid bullets to work. If freshdesk fixed that, then I would give it 5 stars across the board. It may also work better on the paid accounts vs the free version. Regardless, (at least for the free version) the word processing functionality of the knowledge base is bad.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as our complete support system. From a user guide/wiki to the entire ticketing process it allows us to centralize our support
Recommendations to others considering the product:
Definitelly worth trying the free version, especially if you are unsure of whether or not you need the product
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