Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Quick response and accurate answer
What do you like best about the product?
The response time was quick and the answer to my question was accurate.
What do you dislike about the product?
There are a few features in the old version that are missing from the new version, Mint.
What problems is the product solving and how is that benefiting you?
Help Desk ticket management and time tracking. Solved some issues with tracking time for time sheet reporting
Just fit
What do you like best about the product?
We can reply to the q&a email without forgetting.
What do you dislike about the product?
We can t send broadcast mail via freshdesk.
What problems is the product solving and how is that benefiting you?
Before we use your products,we often forget to reply to the email from our customers.
Overall, FD has been a pretty positive experience.
What do you like best about the product?
The core functionality has definitely helped our team better organize our support emails and run a tidier, more efficient ship. I especially like the Dispatch'r, Supervisor, and Observer tools.
What do you dislike about the product?
There are many quirks and kinks to work out. Nothing is major, but these small cuts do start to add up. I find the view settings to be unnecessarily restrictive on the tickets module whether in card or table view. Why can't timestamps be a column in table view? In addition, the email composition fields suffer from imaginary blocking where canned responses, copied content, and signatures combine. This can be frustrating.
What problems is the product solving and how is that benefiting you?
Having to deal with increasing email volume, we could no longer rely on Outlook alone. Enter Fresk Desk. This problem was quickly resolved. In addition, there is full accountability, show activity logs, powerful filtering tools, the easily accessible discuss forum, dynamic canned responses and knowledge base. These tools have combined to streamline our workflow and help us provide better and timelier responses to clients. We are still exploring the analytics made possible by tagging and what integrations have to offer.
Simple Straight Forward Support Software
What do you like best about the product?
I like the UI. It's easy to navigate, not to mention their API integreation with Pivotal option. It makes my job as support so much easier to turn a trouble ticket over to development in just a few simple clicks.
What do you dislike about the product?
I do wish that I could add existing Pivotal stories to user tickets under Pivotal Tracker (instead of dropping a private note with a link). Sometimes we have multiple tickets with the same problem and have one story, but the only option is to create a new story.
What problems is the product solving and how is that benefiting you?
Customer support issues. They can either create a ticket through a link or email our support address directly to create a new ticket. It's easy to follow the history of a ticket or user and look at common problems with tag features.
Recommendations to others considering the product:
I would definitely recommending trying it out to see if it works for youur buisness.
Excellent, very easy
What do you like best about the product?
The way it was so easy to provision the platform to my needs and the integration with Azure Active Directory allowed me to deploy a much simpler solution for my users to authenticate on the platform. Speed plays a very important role, generating a lot of value for our users. Also, the great possibility of integration with other tools (in our case, the Microsoft world). And finally, I consider that what I liked the most was that users can send their requests from the same email, thus avoiding having to teach them a new platform, training, support, and deployment... This ensures that a very high percentage of users, even the VIPs of the organization, can submit a request to the technology area without having to resort to other means that deviate from the single point of contact with us. In conclusion, all the experience invested in this tool is strategic, valued, pleasant, and defended for an organization like ours to continue implementing and growing with it. We still have the opportunity to implement this tool for other areas that are not IT, but other support areas for the organization.
What do you dislike about the product?
so far I have no complaints or dissatisfaction with the tool. everything has been a good experience.
What problems is the product solving and how is that benefiting you?
The only point of contact for my users, I manage from my mobile device, integration with the API to my Microsoft Teams.
Recommendations to others considering the product:
Evaluate that the natural strategy of Freshdesk Helpdesk complies with the strategy of the Technology area, as it can be demotivating to set up an entire scenario or almost adapt this great tool, which involves time and effort from your work team and the organization, if users or leaders do not adopt it, do not take it.
Makes work easier
What do you like best about the product?
How well the app is organized and information is displayed
What do you dislike about the product?
Cursor placement on a new email is at the end of the email instead of the beginning
What problems is the product solving and how is that benefiting you?
Email answering
FreshDesk stays Fresh in your head
What do you like best about the product?
The ease of use with most of the functionality, easily able to setup notifications when a customer has submitted, responded to a ticket.
What do you dislike about the product?
There are a few items in getting setup with that take some time, I have used freshdesk before just as a support agent and now i am using it as an admin before. Thought it should be a bit more simpler than that.
What problems is the product solving and how is that benefiting you?
I'm using it to help users understand how to use our product, troubleshoot minor issues.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
Recommendations to others considering the product:
If you have this product setup right, and with the right apps you can go ahead and use this to its full potential.
Fresh Desk Ravs!
What do you like best about the product?
Ease of access for employees and agents.
What do you dislike about the product?
At this point nothing. Support is great!
What problems is the product solving and how is that benefiting you?
Integration of third-party apps is easy which increases workflow processes. Ease of access with SSO.
Great for metrics for reporting. Easy to reach employees both in the US and internationally. Intergration to google products is simple and streamlines in house processes.
Great for metrics for reporting. Easy to reach employees both in the US and internationally. Intergration to google products is simple and streamlines in house processes.
Recommendations to others considering the product:
Utilizing Fresh Desk has increased automation and workflow. If you have an employee population that is located across the globe, Fresh Desk is the answer! We also utilize Fresh Desk to gather several types of metrics and trends within our company. White branding is also very simple to utilize,
Mostly good, some frustration does occur though
What do you like best about the product?
I like that support is quite timely, and very responsive. When I have issues they are handled within the hour, which is very satisfying.
What do you dislike about the product?
There are issues which have been raised with the service which do not receive attention until they become business priorities; I was reviewing an issue opened in 2011, regarding erasing a contact and their communiques with a Freshdesk customer which was not handled by support until this year. I imagine this was because GDPR escalated this from being a customer concern to being a legal requirement, but all the same, if I had opened this ticket I would have been quite dissatisfied for the last 7 years.
What problems is the product solving and how is that benefiting you?
Customer support and solution record keeping.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
Good for our help tickets
What do you like best about the product?
I like that it organizes the help tickets by dept.
What do you dislike about the product?
Frequently the freshdesk site will be down (about once every 2 weeks or so).
What problems is the product solving and how is that benefiting you?
Help tickets for everything from software bugs to shipment issues (we are a shipping company).
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