Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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Daily system admin use
What do you like best about the product?
Easy to use from an agent and system admin point of view
What do you dislike about the product?
Limited text formatting, current options are not so easy to use
What problems is the product solving and how is that benefiting you?
Ticketing, inbound and outbound emails for customer service and also complaints
Better marketing than the product
What do you like best about the product?
Fairly intuitive for the end users to get the basics out of any helpdesk system.
What do you dislike about the product?
Users can only be associated with one company, even if they work at multiple sites. Makes for a ticket management nightmare. The migration services, follow up and customer service are the worst I have ever experienced in my professional history.
What problems is the product solving and how is that benefiting you?
Typical Technical Software Helpdesk
Recommendations to others considering the product:
Timely responses and follow up from your end would have been helpful. Asking an urgent question during migration and needing to wait days or weeks for a response leaves this user wishing he had ZenDesk Installed.
Freshdesk is the new standard!
What do you like best about the product?
The Freshdesk platform is super easy to use and will keep even the most unorganized employees on track! The reporting feature shows you real data that is extremely useful in knowing where you may struggle and what to change to do better. Not to mention, Freshdesk has amazing customer support that is always there when you need them!
What do you dislike about the product?
Not applicable! My staff and I have been using Freshdesk for over a year now and I have yet to find something I don't like about it!
What problems is the product solving and how is that benefiting you?
The Freshdesk platform allows my team to stay organized and provide optimal customer support in a timely fashion without question as to what has taken place and when. Everything is logged and easy to find and the reporting features allow me to monitor exactly what my team is doing at all times. Love it!
Recommendations to others considering the product:
Check out Freshdesk and you will not regret it!
Simple to use and feature-rich
What do you like best about the product?
Scenario Automation and Observer feature are the two features we're looking forward to using. This the first time our company is introducing a customer portal dedicated to helpdesk and setting that up was a breeze with freshness.
What do you dislike about the product?
Inability to customize reports and stats.
What problems is the product solving and how is that benefiting you?
With scenario automation, we'll be saving time for on tickets. With Observer feature, cross-division teams can work on same tickets without someone having to constantly follow-up on issues.
Customer portal helps us integrate ticketing system and FAQs in one place, which is very helpful for the common questions which usually need canned responses.
Customer's ability to track their tickets also helps us avoiding multiple tickets with the same request.
Customer portal helps us integrate ticketing system and FAQs in one place, which is very helpful for the common questions which usually need canned responses.
Customer's ability to track their tickets also helps us avoiding multiple tickets with the same request.
Freshdesk - A Modern Ticket System
What do you like best about the product?
Freshdesk has been a great boon to our companies support center. I cannot speak on all of the features, as our needs are a little different then most, but overall it has been a great boon. We especially like how it integrates with our sales (Salesforce) and engineering (Jira) software which allows us to create leads and bug reports from inside the support software.
What do you dislike about the product?
We have had some issues with receiving emails, although the issues may lie on our end.
What problems is the product solving and how is that benefiting you?
Report generation has been VERY useful in Freshdesk. Being able to export our ticket summaries each month has made our contractual obligations to our customers much easier.
Recommendations to others considering the product:
Software works very well, and the automation capabilities are great.
Restored tickets from trash
What do you like best about the product?
I appreciate how quick it was for the support person to identify a solution to my issue, and he kept me updated on the progress of the solution
What do you dislike about the product?
I did feel that some of the questions asked we not necessary to identify the solution to my issue (i.e I asked to restore tickets from the trash and i was asked why they were put in the trash to begin)
What problems is the product solving and how is that benefiting you?
It is easy to keep track of the trends of customer issues, which allows us to pre-empt some of those issues and increase our customer satisfaction
Immediate problem solving
What do you like best about the product?
Very Quick response times, and felt like I was talking to someone who most importantly knew what they were doing and also very friendly
What do you dislike about the product?
nothing, the service was outstanding and flawless.
What problems is the product solving and how is that benefiting you?
makes responding to tickets easy, and easy to share tickets with colleagues/managers
Recommendations to others considering the product:
Make sure you keep organised with tags, and saving details for tickets.
Something that makes it better
What do you like best about the product?
Freshdesk is a easy to use program, when everything is setup and working it's easy to create groups, people and other things to let everything work smoothly.
What do you dislike about the product?
To be honest, it's a great program that works good for what it's made for.
What problems is the product solving and how is that benefiting you?
Support issues with customers.
Recommendations to others considering the product:
If you want to have a easy and good working helpdesk solution, I would recommend FreshDesk
The best support tool I have used till now.
What do you like best about the product?
Freshdesk is one of the top notch and best online application for managing your mail. The routing and assigning is best part which ease your work load and simplify with distributing your work to your team.
There is so much to discover with Freshdesk and other product as well. From small team to a giant organization, it is best tool one could have.
And the support team of Freshdesk is one the best thing which keep me engaged with them. They listen to their users and also perform quick solution with appropriate time duration.
Apart from its feature I would praise the team behind it as they are so versatile to make this application and also the best user friendly UI. The latest Mint UI is a great milestone to Freshdesk team.
I wish each of the team member at Freshdesk a lots of success as they are doing the awesome job by making this product more and more advance and awesome.
And last but not the least... Proud to be a user of such a wonderful product.
There is so much to discover with Freshdesk and other product as well. From small team to a giant organization, it is best tool one could have.
And the support team of Freshdesk is one the best thing which keep me engaged with them. They listen to their users and also perform quick solution with appropriate time duration.
Apart from its feature I would praise the team behind it as they are so versatile to make this application and also the best user friendly UI. The latest Mint UI is a great milestone to Freshdesk team.
I wish each of the team member at Freshdesk a lots of success as they are doing the awesome job by making this product more and more advance and awesome.
And last but not the least... Proud to be a user of such a wonderful product.
What do you dislike about the product?
I am scratching my head to think if I dislike something about Freshdesk. But I don't have anything to dislike.
What problems is the product solving and how is that benefiting you?
We do freelancing work with our small team. Freshdesk is one of the prominent tool for us to make our workflow keep going.
Recommendations to others considering the product:
I would love to recommend this to my all friends and all who work in this industry.
Robust Helpdesk solution
What do you like best about the product?
Ability to integrate with 3rd party apps and outstanding customer support.
What do you dislike about the product?
Lack of solid reporting options, many reports are done manually with no automation.
What problems is the product solving and how is that benefiting you?
We have a support team spread across the globe, FreshDesk helped us bring everything into one spot.
Recommendations to others considering the product:
Don't just buy out of the box, get set up with an account manager who can facilitate the setup and configuration of your instance.
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