Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Excellent ticketing system
What do you like best about the product?
I really like the possibility to integrate apps and that Freshdesk offers a free plan with excellent features.
What do you dislike about the product?
I would prefer it, if it would be possible to adapt the html of the automatically sent emails. Alternatively, templates would come in handy.
What problems is the product solving and how is that benefiting you?
I usually use Freshdesk to work on customer tickets. It is far easier to reply to customers with canned responses.
Quick access to key settings
What do you like best about the product?
The layout is pretty user friendly and the editing process is done well.
What do you dislike about the product?
Learning where all the useful tools are for editing key components is not as user-friendly as expected. There should be quick add options next to the creation of canned answers and knowledge based Q/A not to have to waste time going through all the options. The formating should be changed to make it easier to transfer Q/A from knowledge base to canned answers as this wasted a whole day of my time.
What problems is the product solving and how is that benefiting you?
Our support system was built on Freshdesk and so far, for companies that have a small team and, the only major drawback is the mobile app. It should look more like the online version as the options available on app make it a bit useless.
It's pretty and simple but there's no support
What do you like best about the product?
It's very minimalist design yet very robust. Their ux designer is fantastic.
What do you dislike about the product?
Doesn't auto refresh. Support is non-existent and their solution to a chat is to revert you back to a "we aren't available" screen.
What problems is the product solving and how is that benefiting you?
Ticket management; reporting.
Recommendations to others considering the product:
If you don't need support for an error that seems to be on their end, you should be just fine. If you do and need support... .best of luck to you.
Fast response.
What do you like best about the product?
Got quick response that help me solve my issue quickly.
What do you dislike about the product?
Nothing I dislike about FreshDesk product
What problems is the product solving and how is that benefiting you?
Interface with Zapier.
I can not automate my ticket process.
I can not automate my ticket process.
Good Helpdesk software
What do you like best about the product?
The Variety in customization and the variety of features on offer.
What do you dislike about the product?
Pricing on the higher side for the Indian market
What problems is the product solving and how is that benefiting you?
Improved efficiency of Agents, better categorization of tickets.
Great Product
What do you like best about the product?
Freshdesk is very easy to use, being web based it's always up to date and it ticks off all my compliance needs.
What do you dislike about the product?
There isn't much not to dislike. It would be good if SLAs we a bit more flexible.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to track IT and Maintenance jobs, it keeps all these jobs in the one location and easily allows us to add notes, communicate with the involved staff and reminds us when jobs are due by.
A two in one helpdesk system with knowledge base.
What do you like best about the product?
I like that the ticketing system is connected to the knowledge base which makes it easy to include links in your responses to the KB articles. I like that we can also build in our own features using their API.
What do you dislike about the product?
The UI is a bit old but they did recently build out a new UI too. I don’t like that if a reply bounces, you’re only notified by email and there’s no notification in-app. I think the forum post section could also be more robust - there’s no way to review posts before approving them, you need to approve it first before you can read the post.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
What problems is the product solving and how is that benefiting you?
We build out all our knowledge base articles in Freshdesk but use a separate tool to link in-app to our KB articles in our platform.
natura emai UI
What do you like best about the product?
easy to use and understand Freshdesk UI. It is because the UI is natura Emai UI.
It can send CC also BCC other support tool have a trouble to handle.
It can send CC also BCC other support tool have a trouble to handle.
What do you dislike about the product?
- Tickets happen to be separated with some reasons I don't understand.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
What problems is the product solving and how is that benefiting you?
Manage questions from business customers.
Fresh
What do you like best about the product?
Freshdesk is an inexpensive solution for ticket logging and tracking. While more expensive than a solution like Spiceworks, Freshdesk has a much more pleasing UI (with the Mint interface).
What do you dislike about the product?
Freshdesk lacks some features such as the ability to generate custom reports, move ticket ownership from one user to another, or apply custom styling to troubleshooting documents.
What problems is the product solving and how is that benefiting you?
We use freshdesk to manage helpdesk / support tickets.
Recommendations to others considering the product:
If you're looking for a simple helpdesk with a nice interface at a low price point, Freshdesk could be the software for you.
Very good experience
What do you like best about the product?
ticket：Let me know very clearly how many customer issues have not been resolved and whether the required SLA has expired
solutions：he flexible permissions solution can categorize which internal files and which are open files.
solutions：he flexible permissions solution can categorize which internal files and which are open files.
What do you dislike about the product?
Some of the algorithms in the report are hard to understand, and they may not be used because of the free program relationship.
What problems is the product solving and how is that benefiting you?
customer's problems in time! Can clearly know which issues have not been resolved.
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