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 and track
What do you like best about the product?
Freshdesk is very easy to setup and use daily to track tickets! Also easy to access help with Chat.
What do you dislike about the product?
nothing right now everything is working just fine
What problems is the product solving and how is that benefiting you?
Helpdesk trackers
Freshdesk
What do you like best about the product?
The ability to customize the ticket fields is amazing. It allows us, in conjunction with their Dispatch'r, to get a wonderful amount of information into our tickets and route it to the correct group.
What do you dislike about the product?
The integration with our Active Directory was more difficult then advertised but works fine now.
What problems is the product solving and how is that benefiting you?
It provides us with many options that our precious ticketing system lacked. We can customize every point of our Help Desk to increase both our and our coworkers productivity.
Recommendations to others considering the product:
I highly recommend doing a thorough trial. It is really necessary to get in to the meat of the software.
Freshdesk is a easy to configure platform and very useful for especially small to mid size companies
What do you like best about the product?
In terms of product cost and value, I think Freshdesk is the best.
What do you dislike about the product?
Freshdesk needs to improve its product to provide more flexibility. For example agent view and SSO feature should be modified for different products.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for external and internal incidents/service requests.
Awesome product!
What do you like best about the product?
I'm a big fan of the custom views and all of the different options for updating ticets
What do you dislike about the product?
Nothing comes to mind, but if something does then Support is always very quick and helpful.
What problems is the product solving and how is that benefiting you?
Ability to track frequency of certain problems, answer emails more quickly, easier to make sure nothing is missed.
I would recommend
What do you like best about the product?
My team and I like Freshdesk for the most part. Its nice to be able to triage tickets, sort them, assign to various agents.
What do you dislike about the product?
I feel like the rules can be a little complex and confusing.
What problems is the product solving and how is that benefiting you?
We answer customer support and feedback tickets for our TV sites, apps and other products. Its great for running reports and sorting based on product.
Recommendations to others considering the product:
Get some extensive training. I did not have it and wish I did.
Solid Support Platform
What do you like best about the product?
Efficiency of their support team for answering questions. Being able to see tickets and answer with canned responses and easily finding solutions to attach is great.
What do you dislike about the product?
Some UI issues where the new Mint interface is a bit confusing while transitioning over from the old interface.
What problems is the product solving and how is that benefiting you?
Keeping in touch with users and a touchpoint for users to be in touch with our support team. Organizationally it links well with our other tools.
Unable to see tickets
What do you like best about the product?
The operator was easily accessible by email/phone
What do you dislike about the product?
Email wasn't sent re-iterating the instructions
What problems is the product solving and how is that benefiting you?
Currently none
Recommendations to others considering the product:
Offer flag/reminder option on tickets
So far so good
What do you like best about the product?
Fast and responsive support. Web based platform
What do you dislike about the product?
Unexpected downtime, incomplete features and often the lack of multi language functions.
What problems is the product solving and how is that benefiting you?
Pre and post sale customer questions, software technical support, logistics
With Fresh Desk we get better reporting
With Fresh Desk we get better reporting
Great CS tool
What do you like best about the product?
- automation tools
- agent configuration pages
- quick filters for groups
- creation of access types
- leaderboard
- agent configuration pages
- quick filters for groups
- creation of access types
- leaderboard
What do you dislike about the product?
- the impossibility of selecting multiple groups at once (for example in the Customer satisfaction report)
- filters reset at refresh or page change
- the impossibility of adding country-specific CSAT surveys
- filters reset at refresh or page change
- the impossibility of adding country-specific CSAT surveys
What problems is the product solving and how is that benefiting you?
the centralisation of communication between CS, tech support, production facility, Social Media handling
Quick, swift answers even if the cannot offer always a solution
What do you like best about the product?
I receive a reply very fast with a first solution. The agent is eager to help me and mostly continuing replying fast.
What do you dislike about the product?
Honestly all my conversations went very well. I don't like decisions on the implementation, e.g. on MINT but this has nothing to do with support.
What problems is the product solving and how is that benefiting you?
Easiness of handling questions and checking archived solutions (which unfortunately is going to change).
Recommendations to others considering the product:
Easy to learn and to handle questions. Easy manipulation and merging of tickets when multiple questions are coming for same topic.
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