Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Great experience with sprout tier account
What do you like best about the product?
Tons of features on sprout tier. HIghly customizable.
What do you dislike about the product?
Nothing really. Maybe my expectations are low. Maybe more UX control over knowledge at sprout level.
What problems is the product solving and how is that benefiting you?
It helps us to streamline questions and technical problems that arise.
Very useful tool for support.
What do you like best about the product?
Many things - I especially like the way you can customise and save your preferred different ticket sorting views.
Oh and the dashboard achievements are fun!
Oh and the dashboard achievements are fun!
What do you dislike about the product?
Not being able to 'hide' fields I don't use to filter.
Not having a scrolling left hand and right hand panels.
I'm not keen on the new mint view - customisable colour schemes would help sway me towards using it.
Losing the CC'd users when using a macro to put emails from outlook into Freshdesk - perhaps there could be an option to chose whether you want to include the CC'd people or not.
You can't add a BCC when creating tickets.
Not having a scrolling left hand and right hand panels.
I'm not keen on the new mint view - customisable colour schemes would help sway me towards using it.
Losing the CC'd users when using a macro to put emails from outlook into Freshdesk - perhaps there could be an option to chose whether you want to include the CC'd people or not.
You can't add a BCC when creating tickets.
What problems is the product solving and how is that benefiting you?
Using Macros to input emails automatically from Outlook into Freshdesk is invaluable.
Recommendations to others considering the product:
I personally prefer the older interface (i.e. the non-mint version) as its easier on your eyes and aesthetics. I'd try that before trying mint.
Fresh Desk Review
What do you like best about the product?
A unique, simple and sleek ITSM tool. We recently incorporated this into our business but the feautres are amazing. I love how you can add solution articles. When raising a ticket if you enter keywords into the Subject I love how solutions come up on the side for you to add to the call or even better - send to the user.
What do you dislike about the product?
I cannot pin point anything I dislike as it is currently still new to us and all the features suit the needs of our business and requirements.
What problems is the product solving and how is that benefiting you?
The benefits are that our business is more modern now, we have this fresh and sleek tool which allows us to perform a better service to our customers.
Recommendations to others considering the product:
Freshdesk has no comparison against Manage engine. It is one of the best tools out there, it has helped improve our service levels, reputation, affordability as well as making our jobs easier. Having the solution articles are an amazing touch and way for us to conversate with users for solutions on issues. I could not have picked a better tool to work with.
Great start- but unexpected obstacles
What do you like best about the product?
Initial configuration and adjustments very usable......as soon as the technical setup is done
What do you dislike about the product?
Very busy and supportive account management.....but supporter slow to respond
What problems is the product solving and how is that benefiting you?
one portal for all customers (formerly: one mailbox per customer) increased accessibility and transparency
Good helpdesk application
What do you like best about the product?
We love the /c feature: https://youtu.be/KqnYL-5Z4jU?t=8m40s
What do you dislike about the product?
cloud application - we'd prefer the local.
What problems is the product solving and how is that benefiting you?
standard support helpdesk emails - people ask us on how our products work.
Recommendations to others considering the product:
many demos we have seen, but not one was as helpful as this one: https://www.youtube.com/watch?v=KqnYL-5Z4jU
Furthermore, we would recommend to keep language in english - this way you can make sure to always have the latest and greatest state of the art features.
If a secondary language is installed, it is not possible to change primary language again, thus I would recommend to stick with english.
Furthermore, we would recommend to keep language in english - this way you can make sure to always have the latest and greatest state of the art features.
If a secondary language is installed, it is not possible to change primary language again, thus I would recommend to stick with english.
Always On.
What do you like best about the product?
Haven't noticed any downtime nor page loading delays, so basically the service is there when you need it.
What do you dislike about the product?
Nothing to dislike, it simply works as expected.
What problems is the product solving and how is that benefiting you?
Trouble tickets for support team and business emails.
Recommendations to others considering the product:
Test and check, it shall work as per the requirements.
Best quality support which I have ever received !!
What do you like best about the product?
The best thing about this software is it's working quality. You will not get stressed even if you have a long time doing the customer support.
Also a hassle free platform which can be easily accessible anywhere either on laptop, phone, tablet or any smart deVice.
Also the support team helps you deploy your plan and they also work with you to provide the best ever experience.
You won't regret if you choose this helpdesk and believe me it's awesome.
Also a hassle free platform which can be easily accessible anywhere either on laptop, phone, tablet or any smart deVice.
Also the support team helps you deploy your plan and they also work with you to provide the best ever experience.
You won't regret if you choose this helpdesk and believe me it's awesome.
What do you dislike about the product?
Dislikes are almost nothing. But if you want to have a quality help desk you must purchase the plan.
For better quality fresh desk should give little renewal discount to forever customers.
For better quality fresh desk should give little renewal discount to forever customers.
What problems is the product solving and how is that benefiting you?
With fresh desk we handle our customers.er support centre. They feel very best with this kind of hassle free support.
Benefits are to be said on 10 page papers. But let me give just a single line.
THE BEST QUALITY IN EVERYTHING IS THE BEST WAY TO SUCCESS
Benefits are to be said on 10 page papers. But let me give just a single line.
THE BEST QUALITY IN EVERYTHING IS THE BEST WAY TO SUCCESS
A great system
What do you like best about the product?
I like almost everything, its easy to manage all my tasks with Freshdesk
What do you dislike about the product?
The SLA doesnt have a break time, so I cant have accurate reports.
What problems is the product solving and how is that benefiting you?
Gamification qualified and others features.
Recommendations to others considering the product:
Everybody who wants a qualified support should buy Freshdesk.
Freshdesk gets the job done with a simple, fast interface
What do you like best about the product?
I enjoy Freshdesk's simple interface that loads quickly. The snappiness is what sold me over Jira. I expect all of the features I need to be across competitors.
What do you dislike about the product?
I've run into a few small bugs that don't interfere with usability.
What problems is the product solving and how is that benefiting you?
In a small, growing company, being able to get a handle on incoming requests has kept the office happier, and my department more efficient. Being able to easily quantify effort has helped our department vocalize needs with management.
Recommendations to others considering the product:
It's a great combination of features and simplicity. The perfect balance for me.
No more lost emaiks
What do you like best about the product?
I can track all my conversations and info in one place and assign those to other agents as needed!
What do you dislike about the product?
Too many email notifications... also, auto assign isn’t in basic version
What problems is the product solving and how is that benefiting you?
No more lost support emails in my inbox
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