Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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Service
What do you like best about the product?
Dear Freshdesk Team,
Thank you for the fantastic job you guys have been doing for our company lately. Your hard work and dedication has really helped us out when we were having issues.
Thank you Sandhya for solving the issue in a speedy way.
Keep doing great work !!
Regards,
Mufaddal Khopoliwala
Thank you for the fantastic job you guys have been doing for our company lately. Your hard work and dedication has really helped us out when we were having issues.
Thank you Sandhya for solving the issue in a speedy way.
Keep doing great work !!
Regards,
Mufaddal Khopoliwala
What do you dislike about the product?
As if for now nothing. May be i should provide you some feature requests in future.
What problems is the product solving and how is that benefiting you?
Tickets for all small small conversation with the client is been recorded with notes over it. Tickets generated for follow-ups with the priorities marked is the best thing to get done of it.
Freshdesk is keeping us sane!
What do you like best about the product?
We just launched our software and Freshdesk is keeping us in the know - about what our customers want, what problems they are having and the features they'd like to see. Freshdesk is helping us to see trends and be proactive in solving problems before they come in! It's easy to use and we were up and running quickly.
What do you dislike about the product?
We haven't found much to dislike at this point. There are a few places where there are more clicks needed than we feel is necessary, but it could also be because we are new to the software and aren't expert users yet.
What problems is the product solving and how is that benefiting you?
We have realized the benefit of having Freshdesk set up within our software to make it easy for our customers to give feedback.
Freshdesk is a solid product
What do you like best about the product?
UI is intuitive, administrative controls are quite granular. Their product works for 1 team operations or multi-teams with multiple agents and multiple inbound channels. The price point is very compelling. Customer support is incredibly knowledgable about the product, and can offer creative workaround if a product limitation gets in your way.
What do you dislike about the product?
Some of the automation can use a little love. Specifically, the ability to automate off of a 'Ticket Created' event will only execute 1 matching rule/condition, and somewhat limits your options for that event.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our internal ticketing system for facilities and IT requests. We're able to track and analyze ticket metrics, and spread the load around multiple agents.
Helpdesk for a Helpdesk
What do you like best about the product?
I'm a new customer who had some issues setting up my instance. So I had to open a ticket with Freshdesk. Their support agent was great at responding to me via e-mail, which I prefer, and after researching my case thoroughly finally determined the root cause of my problem (on my end) and recommendation to resolve it
What do you dislike about the product?
I think it would be an improvement if there were an option to force agents to enter a "resolution" when they set a ticket to resolved.
What problems is the product solving and how is that benefiting you?
We're a small shop that just needs to track a few tickets. Our users prefer to e-mail a support address so this is going to be great for them.
Recommendations to others considering the product:
Take a few minutes to customize your e-mail notifications. There's some cool options there!
FreshDesk with IT Help Desk
What do you like best about the product?
We use this across various sister companies, ability to see how other tech are fixing issues is helpful, ability to auto-assign techs based on who sent the ticket in is very helpful.
What do you dislike about the product?
My only main complaint is with the phone app - that the unread alert count just growing, wish it was just unread for my own tickets, don't really care about others tickets.
What problems is the product solving and how is that benefiting you?
Ability to bring IT depts together from various locations and reassign tickets to other locations if needed.
Recommendations to others considering the product:
Plan out groups, users, categories, etc before final implementation. Overall it was a very easy change over!
Everything went perfectly!
What do you like best about the product?
Our issue was solved quickly and smoothly.
Many thanks to the team of Freshdesk!
Excellent communication and execution!
Many thanks to the team of Freshdesk!
Excellent communication and execution!
What do you dislike about the product?
Some times i have to explain lots of things but i always i got resolve my problems.
What problems is the product solving and how is that benefiting you?
I am using the freshdesk for business of flights claim. So, that customer can get his compensation without any trouble.
I have realized on freshdesk that it is very easy contains the all data into one place (On Ticket). So that Agents can easily check all the details.
And many more functionality i got with very user friendly like: Emails on certain condition, Tracking the tickets on specific conditions etc..
I have realized on freshdesk that it is very easy contains the all data into one place (On Ticket). So that Agents can easily check all the details.
And many more functionality i got with very user friendly like: Emails on certain condition, Tracking the tickets on specific conditions etc..
Quick and patient help chat
What do you like best about the product?
I had a problem with the developer API. The representative pointed me to the right api documentation and it's implementation in a short time and waited for me to try it out and get back before closing the chat.
What do you dislike about the product?
Some parts of their documentation are inadequate and could be improved.
What problems is the product solving and how is that benefiting you?
Customer complaints. Very handy and easy to integrate.
Making service excellence easy
What do you like best about the product?
The support has been incredible. Whilst we were still in the presales phase of the buying process, Freshdesk took feedback of their system - and implemented a new feature specifically for us (as it was a blocker for us using the product). You really can't get much more responsive than that!
What do you dislike about the product?
No current dislikes, the product does everything I need - it even integrates with our other apps e.g. Slack and Trello.
What problems is the product solving and how is that benefiting you?
We run a support arm of our business, and Freshdesk makes managing quality of service easy. Our customers expect us to be exceptional on every interaction, and with Freshdesk I can ensure that happens.
customer service
What do you like best about the product?
Quick response and professionalism. Complete system of every functionality, a very nice thing is the possibility of integrating external applications.
What do you dislike about the product?
I have not found anything I do not like yet
What problems is the product solving and how is that benefiting you?
Customer support and speed up responses
Help to start our Freshdesk support portal
What do you like best about the product?
The reactivity and efficiency was really apreciated !
What do you dislike about the product?
Nothing for the moment, maybe improving the knowledge base categories and folders managment to allow more subsections.
What problems is the product solving and how is that benefiting you?
It's was referring to email forwarding from our service address to freshdesk for ticket creation.
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