Freshdesk
Freshworks Inc.External reviews
3,410 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Very Good Tool For End users and very easy to use
What do you like best about the product?
I am using fresh-desk from more then 4 years.I implemented fresh-desk in my previous organisation and present organisation.Its a very easy tool every end user can easily operate and understand the tool.No need to provide any big training sessions for the end users.Its a good tool for administrators also admin can easily use and use the tool.
What do you dislike about the product?
Need to improve CC feature and add Manager approval feature in the future versions.
What problems is the product solving and how is that benefiting you?
Internal IT Ticketing system ,Internal employees IT service requests and solutions.
Freshdesk as a ticketing system
What do you like best about the product?
Ease of use - most useful features are free
What do you dislike about the product?
Nothing to dislike except perhaps a short delay after updating using the API. There are probably good reasons (read consistency ?) for that
What problems is the product solving and how is that benefiting you?
Ticketing System for recording customer issues
Freshdesk excels
What do you like best about the product?
Freshdesk excels at organizing all the information I need to work with. Merging tickets alone makes all the difference, but requiring fields and collecting all the information I need to work is incredible. The flexibility in where I can reply is great too, and I love keeping my tickets organized in so many ways.
What do you dislike about the product?
The way editing ticket titles is dependent on the incoming nature of the ticket, which is odd but not a huge deal. The lack of customizing the order in Status sorting is annoying sometimes.
What problems is the product solving and how is that benefiting you?
Client correspondence, in far more efficient and organized a fashion than email provides.
Prompt
What do you like best about the product?
I like how Suprabha keeps on following up with us and making sure that our issues and/or concerns were addressed.
What do you dislike about the product?
I did not dislike anything. Nothing to say
What problems is the product solving and how is that benefiting you?
Challenge in viewing tickets without importing a CSV file.
Freshdesk Integration Support
What do you like best about the product?
freshdesk support team was very kind and helpful in assisting with our SAML integration on a new freshdesk install
What do you dislike about the product?
i did not dislike anything the support team was fantastic
What problems is the product solving and how is that benefiting you?
educational sector ticketing system
Recommendations to others considering the product:
simple and easy to use, IOS app integration and a simple web interface
Freshdesk makes issue management easy
What do you like best about the product?
I like how easy it is to sort and categorize tickets. Not just tickets owned by me, tickets can be ordered by groups, users, or other self defined criteria. And you can easily save any new sorting you do for use in the future.
What do you dislike about the product?
I am a bit hesitant about letting freshdesk control my email. I prefer to send email directly from my mail client. A lot of how we use freshdesk is for internal use only, so I don't like the feeling that I may accidentally send private info out. Freshdesk does a pretty good job of working around this. It can take a CC or a forward and turn it into a ticket.
What problems is the product solving and how is that benefiting you?
We mostly use Freshdesk to manage our workflow. A lot of the tools built into it are for bosses, but we ignore most of that (like deadlines and reports about ticket completion and open tickets etc...) We mostly use it to share what everyone is working on, and if someone needs to hand off a job to someone else, they can just give them the ticket and all the info associated is in one place.
Recommendations to others considering the product:
Freshdesk has the tools to manage workflow and track productivity. We did have some issues with inventory control, but that might be outside of Freshdesk's scope.
Implementing Freshdesk
What do you like best about the product?
The best part about Freshdesk is how user friendly it is, very seemless.
What do you dislike about the product?
There were a minor few communication issues, but all in all it was fine.
What problems is the product solving and how is that benefiting you?
Able to have all tickets in one place, and delegate them out accordingly.
Good features, good support
What do you like best about the product?
I like the pricing and features. And they kept us on the very first plan.
What do you dislike about the product?
The freshdesk roadmap is not clear for each plan.
What problems is the product solving and how is that benefiting you?
One number for each support ticket.
Amazing customer support
What do you like best about the product?
FreshDesk support is always available, all support agents are amazingly friendly, knowledgeable and willing to help.
What do you dislike about the product?
There is nothing I dislike about FreshDesk support, I have been very happy with their service
What problems is the product solving and how is that benefiting you?
Adding customized tickets for reports, adding secondary support emails, troubleshooting
The Interface is Great Only Exceeded by Customer Support
What do you like best about the product?
I love the clean look of the original interface and the new Mint interface continues that same commitment to quality. I also find the fact the customer service to be very responsive, knowledgeable and helpful.
What do you dislike about the product?
That you cannot blacklist a specific inbound email address. I love the fact that you can create special inbound email address on the fly (e.g. test24@mydomain.freshdesk.com). But it would be great if there was a way that one of those inbound emails could then be turned off to not even generate a ticket. We have probably nearly 200,000 spam emails that were created when one of our inbound emails got compromise. I know I can set up rules to immediately mark as spam, but it still creates a ticket.
What problems is the product solving and how is that benefiting you?
Tracking of tickets auto generated by software in our system. Managing feedback from people about the product. Tracking requests for feature enhancements.
Recommendations to others considering the product:
Look at your agent cost when figuring out how to use this. Although it is possible to share agents it is not recommended and gets confusing.
showing 2,731 - 2,740