Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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Simple but powerful
What do you like best about the product?
Simplicity of the product. Easy to setup and easy to use.
What do you dislike about the product?
Wish there was a more extensible API for interacting with other in-house application.
What problems is the product solving and how is that benefiting you?
Help Desk / ticketing solution. FreshDesk has allowed us to focus on our products, services, and customers without worrying about maintaining our own help desk application.
Recommendations to others considering the product:
The freemium version allows you to get started and use the product for as long as you need to, before you bring your entire team onto the platform.
So far so good
What do you like best about the product?
Easy to use, good interface. Good administration tools. Good reports and ticket tracking.
What do you dislike about the product?
Doesn't always pull in emails from the emails setup. Could use better default SLA policies. Would be nice to have a default out of the office dispatchr based off business hours rather than having to create one from scratch. It's relatively easy to do but you have to look for it and how to set it up on the web instead of via in app help.
What problems is the product solving and how is that benefiting you?
Good tracking of support tickets, decluttering email, better customer service.
Simple but complete solution
What do you like best about the product?
It has everything you need for closed loop communication and ticket dispatch without some of the extra expense tracking features and inventory you'll find in more advanced solutions. For an internal IT team with a separate system for inventory and time tracking this has been a God send.
What do you dislike about the product?
It would be nice to have the ability to create a second customer portal for other internal teams without having to worry about multiple admin portals. We'd also love to see some solid O365 group calendar integration.
What problems is the product solving and how is that benefiting you?
Our help desk staff was struggling to stay on top of things when we were working out of a shared mailbox. It was hard to figure out who was going to work on a task and difficult to figure out if it was completed or not. With Freshdesk we've just hit our 10000th ticket and we can't imagine a world without it.
Freshdesk is Great
What do you like best about the product?
The user friendly interface. The phone app is also amazing. (A lot of other helpdesk companies have a really bad phone app).
What do you dislike about the product?
No project board. We usually create a ticket for projects we work on for a long duration of time.
What problems is the product solving and how is that benefiting you?
We solve all I.T related issues. Benefits include keeping track of tickets/user request easily.
Recommendations to others considering the product:
It is simple to use and easy to manage. Cheap cost as well.
Very Pleased with Freshdesk
What do you like best about the product?
Freshdesk is easy to setup and and easy to use. When we've had special needs (and we've had a lot of them), we've been able to easily configure an app or engage with Freshdesk's Customisation Team to build a special app to perform more automated functions. All along, with a team at Freshdesk that is most pleasant to work with.
What do you dislike about the product?
There isn't much that I dislike, but I have to bring up the content management part of Freshdesk does need improvement for what we do in our company. We heavily use the knowledge base as an online help center for our 8 different products and have asked for some improvements to help manage our articles better.
What problems is the product solving and how is that benefiting you?
Freshdesk was our company's first attempt at customer support of our externally-faced software products. Before this, our IT team handled all support because all support was internal. When we launched into externally-faced software, we had a need to support our customers in a different manner. In addition, all of our help was paper-based and required a release to update content. Freshdesk significantly reduced our frustration over providing help content and now our team can change content on the fly without having to request a release to do so. It's also reduced our employee's frustrations on finding the right help at the right moment of need. We focus highly on our content providing targeted help content in the moment of need and so management of that content was critical in our long term performance support strategy.
Recommendations to others considering the product:
With any selection of a product like Freshdesk, make sure you come up with clear requirements of what you must have in a solution. I did this and had 10 must haves. The two products I selected as finalists met all 10 must haves, but when it came down to it, the friendliness and willingness to help me get my solution right was what drove me to Freshdesk (not to mention the cost differential).
incredible TAT by freshdesk
What do you like best about the product?
* TAT
* Customer Support
* product
* features
* Customer Support
* product
* features
What do you dislike about the product?
* more improvements on product, like giving a web notification like gmail gives when a new ticket or responses is revived to freshdesk will help the Agents to respond and check the update from customers.
What problems is the product solving and how is that benefiting you?
* Organizing the customer requests and support calls
Recommendations to others considering the product:
try it first are not you will like it. but once you use it you will start loving it ! ! !
Easy to use pay as you grow support desk
What do you like best about the product?
Easy to configure, loads of online help plus agents to chat to
What do you dislike about the product?
Could do with better searching of FAQs, tickets, knowledgebase as we have not easily found a way to answer tickets and then capture that solution for next time.
What problems is the product solving and how is that benefiting you?
Enables us to support our customers who deploy our healthcare and hospital software which improves patient care and patient safety. We save lives!
Converting from a former helpdesk tool
What do you like best about the product?
There are many more tools offered in Freshdesk than our former helpdesk tool
What do you dislike about the product?
I dislike that multiple agents can't be added to the same ticket.
What problems is the product solving and how is that benefiting you?
Organization of tickets in Freshdesk. Decreased response times.
Restting DKIM on Freshdesk
What do you like best about the product?
their fast response and availability, also the flexibility they show for client needs
What do you dislike about the product?
nothing until now :), all is working as needed
What problems is the product solving and how is that benefiting you?
ticketing system, easy to monitor, configure to the needs of my support team.
Superb ITIL tickedt management software
What do you like best about the product?
Intuitive layout makes using the system really easy, stock reporting suite is superb - everything an IT manager working to SLAs under and ITIL framework could need.
What do you dislike about the product?
Nothing - it just does what I want it to in and intuitive way.
What problems is the product solving and how is that benefiting you?
Management of tickets within a SaaS business. I manage the 2nd line team and this has been invaluable in tracking tickets and delivering against SLAs. We use it to report into the business and drive business decisions around staffing and delivery of service.
Recommendations to others considering the product:
Well worth looking at, it is a slick, feature rich solution that is easy to integrate and allows you to really up your game with the delivery of support and self-service functionality to your own customers.
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