Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Functional but could be more efficient
What do you like best about the product?
It has a number of functions needed to answer basic email and chat queries.
What do you dislike about the product?
Freshdesk chat doesn't have an option for us to upload images in chat, which is crucial for us so we can resolve customer queries immediately.
What problems is the product solving and how is that benefiting you?
Customer service related queries.
Unable to change password using Freshdesk
What do you like best about the product?
Quick response from customer service associates
What do you dislike about the product?
Nothing comes to mind of what I disliked.
What problems is the product solving and how is that benefiting you?
Submitting work tickets for business related software help/needs. Benefits is that it's user friendly, doesn't take much time.
Quick and well done ticket resolution
What do you like best about the product?
The quick response from the beginning and the knowledge the associate showed.
What do you dislike about the product?
I wish the interface could be a little less convoluted.
What problems is the product solving and how is that benefiting you?
Issues with computers. Alerts are working really well for new tickets.
Freshdesk was able to help us create a support system with everything we needed.
What do you like best about the product?
The ticket fields section is easy to manage and update when needed. Overall the support system created for us fit everything we needed. Before we used Zendesk but they didn't allow for as much customization or have an easy way to sort inquiries. When we used Zendesk there were only 4 of us. We are now more than 10 users and without any problems.
What do you dislike about the product?
The search function is sometimes lacking, sometimes it works and sometimes it doesn't. I don't know what the issue is but it isn't major. I also don't like that there isn't a way to program actions when someone writes to us from facebook.
What problems is the product solving and how is that benefiting you?
All inquiries are reported and automatically assigned to agents from email, this allows us to not miss any opportunities. The notification system has helped us cut losses from missed opportunities.
Recommendations to others considering the product:
If you're unsure about Freshdesk being the right software, I urge you to ask for a Trial. We thought we had a good software before, it wasn't until our boss used the trial that we realized this is what we needed after all. The proof is in the experience.
Easy to use and implement.
What do you like best about the product?
Great GUI, easy to use, easy access to update tickets.
What do you dislike about the product?
You kind of get lost on child tickets. There's no easy/quick way of knowing the parent/child tickets and the same with linked tickets.
What problems is the product solving and how is that benefiting you?
Techsupport, quicker response and expectations.
Recommendations to others considering the product:
Establish a well defined structure for all departments/agents.
Review for FreshDesk
What do you like best about the product?
We like the look of the new Fresh Desk. Very nice.
What do you dislike about the product?
We dislike that you cannot BCC someone when sending a brand new email. Only can do this when replying. Would benefit us if we could BCC to all emails.
Also, you cannot put more than one person in the "to" section when sending an email. You have to CC the rest, which gives the risk they will be un-CC'd and will not be seing these emails.
Also, you cannot put more than one person in the "to" section when sending an email. You have to CC the rest, which gives the risk they will be un-CC'd and will not be seing these emails.
What problems is the product solving and how is that benefiting you?
We use this to reply and keep track of customer questions and issues. It helps us to see what type of resolution there was for any issues.
great tool and great support
What do you like best about the product?
A tool to manage support task that is well supported. The customer support received recently following a bug in an update was great. Also the tool really does what it says on the box. Managing tickets is very straight forward.
What do you dislike about the product?
A bug was introduced in a update. This should have been better tested
What problems is the product solving and how is that benefiting you?
Management of incoming customer request and support
Awesome place to look for a support portal
What do you like best about the product?
The simplicity of all the function, creating tickets, responding to it etc.
What do you dislike about the product?
Need to create a separate account for customer and agent, although using the same email.
What problems is the product solving and how is that benefiting you?
It solved the problem of IT support in my company. It ease the flow of me contacting with my clients.
Recommendations to others considering the product:
Identify your users.
Easy and Effective Management System
What do you like best about the product?
User friendly interface and flow. Improving technical support and very well managed open cases.
What do you dislike about the product?
Can't hide Agent name at customer portal
What problems is the product solving and how is that benefiting you?
Customer Technical Request and Complaints. Freshdesk Help desk help to manage and organise every ticket effectively, especially the response time set.
Recommendations to others considering the product:
A very easy to manage Help Desk system which everyone should try.
Easy to use
What do you like best about the product?
Fresh desk provides a simple and straight forward solution to managing customer support. I liked how easy it was to manage communications, provide quick responses using canned messages, and being able to provide a FAQ section for self support.
What do you dislike about the product?
Setting up customer accounts could be challenging from the customers standpoint.
What problems is the product solving and how is that benefiting you?
Quick response for support related questions. Canned responses help with Efficiency for frequently asked questions.
Recommendations to others considering the product:
Set up your help section ahead of time. Provide customers with as much searchable information for ease of use.
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