Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use UI, informative and valuable reports
What do you like best about the product?
The reports on a company wide/group wide basis is clean, informative and gives me the information I need to keep track of my groups performance.
To be able to quickly reassign, change status and get a quick look at the last action on a case right from the overview, makes it faster and easier to handle multiple cases at once.
To be able to quickly reassign, change status and get a quick look at the last action on a case right from the overview, makes it faster and easier to handle multiple cases at once.
What do you dislike about the product?
I miss a user spesific dashboard, that in addition to "My Open and Pending Tickets" also shows you a summary of discussions you have been tagged in, along with a clear notification on notes that might have been added to your cases. I would also like to see the default sorting being by last action, not date created. We have agents who's main work is not within Fresh Desk - that would benefit greatly from having a quick update dashboard, that shows KPI's on Open cases, last discussions/tags and the task list.
Also, being able to assign other people tasks would be great for companies like ours, where a selected few are the ones using Fresh Desk on a daily basis, while others access it when they have a case handed to them.
Also, being able to assign other people tasks would be great for companies like ours, where a selected few are the ones using Fresh Desk on a daily basis, while others access it when they have a case handed to them.
What problems is the product solving and how is that benefiting you?
We are running our customer support trough Fresh Desk - both on Infrastructure and Development (bugs, issues, questions). We also set up reporting from services to be sent directly to Fresh Desk.
Fresh Desk makes it easier to collect information, solves the problem with discussions being forgotten in some e-mail conversation not everyone has access to, and adds a way for managers to make sure developers and other technical workers are not forgetting their support-work in addition to their daily work.
Fresh Desk makes it easier to collect information, solves the problem with discussions being forgotten in some e-mail conversation not everyone has access to, and adds a way for managers to make sure developers and other technical workers are not forgetting their support-work in addition to their daily work.
Recommendations to others considering the product:
Easy to use, good reports - many plug-in possibilities
Fereshdesk is AWESOME!
What do you like best about the product?
Simple fast effective ticketing system. It ticks all the boxes and makes our lives much easier.
What do you dislike about the product?
Nothing comes to mind I genuinely have no issues with any of the parts of the system I use it just does its job and does it very well
What problems is the product solving and how is that benefiting you?
Service request management for a technical support helpdesk. Manage and monitoring workflow
Quick Response and Held Accountable!
What do you like best about the product?
Support made sure there was a ticket opened even though I wasn’t able to reproduce the error I was having and she was quick on responding as well.
What do you dislike about the product?
The ticket fields are ify but I need to get with a rep about those things and ask questions.
What problems is the product solving and how is that benefiting you?
All kinds. IT and supporting other products.
Efficiency
What do you like best about the product?
Simple to use with the API and easy to manage on the webpage
What do you dislike about the product?
Unable to reply a ticket (API) without creating a user. All reply's need to go as agent to avoid inviting the client.
What problems is the product solving and how is that benefiting you?
Platform issues and handling data questions
Recommendations to others considering the product:
Improvements on the API, ability for the user to reply without being asked to register.
Decent affordable Helpdesk software
What do you like best about the product?
Freshdesk is very easy to set up and performs exactly as expected from helpdesk software will all the features you would need, they all update their platform on a regular basis.
What do you dislike about the product?
I would like the ability to configure SSL on my own branded support portals my self and not be forced to purchase the certificates from Freshdesk in order to have it enabled.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
What problems is the product solving and how is that benefiting you?
Easy integration of live-chat into our software
Short and sweet.
What do you like best about the product?
I like the simplicity of Freshdesk and how quick they staff are to give you support when you need it.
What do you dislike about the product?
I haven't really noticed anything i dislike at the moment.
What problems is the product solving and how is that benefiting you?
We are solving our help desk. Before freshdesk we relied on emails and our memory so lots of things were getting forgotten about. Now we are keeping better track and our business is moving forward in the correct ways.
A Decent HelpDesk Experience
What do you like best about the product?
-Easy to use
-Fast support
-Simple controls
-Fast support
-Simple controls
What do you dislike about the product?
I would prefer a hosted version to make my own changes, but that is not a dislike of the system
What problems is the product solving and how is that benefiting you?
We solved he business problem of not having a helpdesk
Great so far!
What do you like best about the product?
Has a lot of features, strong automation options, great user interface (second to none).
What do you dislike about the product?
Limited features in their forums and knowledgebase.
What problems is the product solving and how is that benefiting you?
Helpful reporting and data collection.
Bit of a learning curve but once you figure out the basics, it's like riding a bike.
What do you like best about the product?
Freshdesk has great and prompt customer support which is very helpful. They also have tutorials and a knowledge base to help improve organizations' interactions with their customers. Also like the new Mint UI, Gamification and reporting.
What do you dislike about the product?
On Mint, how the system rejects an update on a ticket if there is no subject on the email line.
What problems is the product solving and how is that benefiting you?
Prompt logging and resolving of customer complaints via email. Agent productivity is also well tracked with the reports which we export daily from the p
Recommendations to others considering the product:
Freshdesk is simple to use and has a host of features that make customer interaction easier. They are also integrated with several commonly used business apps making it even easier to track customer issues across different business components.
Great people, great service
What do you like best about the product?
The support we've received from Freshdesk has always been excellent, I'd recommend them to anyone managing a helpdesk.
What do you dislike about the product?
The initial setup of the service took a while and there was some tweaking to be done to get everything as we like it.
What problems is the product solving and how is that benefiting you?
We were initially using another system for our helpdesk management but not enough of the day to day was able to be automated, with Freshdesk we have much more automated which stops things being missed and frees up our time
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