Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
Modern and super user-friendly design.
What do you like best about the product?
Freshdesk is really simple to set up, and the ability to adjust interface, workflow, automations, users, and other features allows us to tailor it to our specific business requirements. Onboarding and customer service have been really knowledgable and polite.
What do you dislike about the product?
Nothing to dislike, freshdesk has helped a lot of businesses.
What problems is the product solving and how is that benefiting you?
Aids in the prompt resolution of concerns by serving as friendly reminders on tickets
Best Service Ever
What do you like best about the product?
Their customer support is fantastic. I can always reach out to them and know I am going to get help within 24 hours. They are always willing to assist with any needs or questions that I have. The dashboard is extremely user friendly. We are always looking for other things outside of ticketing to use it for.
What do you dislike about the product?
The only thing that is kind of hard to deal with is the properties section in the tickets. When we have one ticket type selected, we would only want that tickets properties to show up. But this is something that you have to request that they remove for you. I wish we could do it from our side.
What problems is the product solving and how is that benefiting you?
We use FreshDesk as an internal ticketing system for our users. We didn't have anything for a ticketing system before, and we are not really a huge tech company. We didn't need something as complex as the other ticketing systems out there, and we also needed to stay within a certain price, and freshdesk checked all of the boxes for us.
Ease of Use
What do you like best about the product?
It is very easy to navigate and easy to use.
What do you dislike about the product?
Sometimes the pages freeze up and you can't go back to where you were previously
What problems is the product solving and how is that benefiting you?
I get to access the customers profile by clicking a link on freshdesk instead of having to look them up on a different website, can edit their information easily and updated their personal details as well as get assigned the ticket you were working when the cx responds back.
Robust software, great for any size business
What do you like best about the product?
Freshdesk and the Freshworks suite are powerful! Boasting many features to help you keep up to date with customer communication and empower your employees to do their best work, this software works for a smaller businesses with small teams but could easily scale to a large operation. As someone who is in this software for 8+hrs per day I find it easy and intuitive to use. As a small business we aren't using it to it's full capacity, but have plans to expand our email/social media support to chat and beyond with Freshdesk.
What do you dislike about the product?
At the capacity to which I use Freshdesk I have yet to see any issues.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it very easy to manage emails and social media messages from customers.
FreshDesk is a Top-Tier Ticketing Platform
What do you like best about the product?
The seamless ability to handle all our Customer Support-related tickets and procedures. FreshDesk is a comprehensive way to manage our inquiries and interact with our customers. FreshDesk also offers excellent additional features such as automation for a much more streamlined organization of tickets.
What do you dislike about the product?
The biggest downside to us as a company was the recent removal of integration with the Twitter/X platform. FreshDesk was a wonderful way to facilitate responses through this social media platform, so losing the ability to integrate with it is understandable due to Twitter/X's recent changes, but also a shame for us.
What problems is the product solving and how is that benefiting you?
Communication with your customers is a never-ending challenge for any business. FreshDesk drastically improved our ability to do so as compared to our previous ticketing platform. The benefit of this is greatly heightened customer relationships and streamlined processes for all our agents.
Excellent Helpdesk Software
What do you like best about the product?
It's very easy to use, configure and customize.
What do you dislike about the product?
Some features that its most advertised are available only on the higher plans, and the price difference between them is high.
The Pro plan costs more than double of the Growth plan, and if you are going to pay monthly, it triples.
The Pro plan costs more than double of the Growth plan, and if you are going to pay monthly, it triples.
What problems is the product solving and how is that benefiting you?
It has a very good knowledge base, with widget integration and ticketing system.
Couldn't Do My Job Without It!
What do you like best about the product?
Freshdesk helps organize all of our incoming emails for Customer Service across many email addresses. The team can all see who is working on what and what needs to be done. As the manager, I have oversight of it all.
What do you dislike about the product?
Freshdesk has its own ways of doing things, but once you learn them, it's not bad.
What problems is the product solving and how is that benefiting you?
Managing customer communication. We can reply to customers timely and see when we are falling short.
Best Ticket/Knowledge Base application there is
What do you like best about the product?
The ticket system is very easy and user friendly. I use it on a daily basis and have never had any issues.
What do you dislike about the product?
I can not think of anything that I dislike about it.
What problems is the product solving and how is that benefiting you?
Keeping track of work items and priorities as well as solutions to our issues. It is any place to take care of everything.
Great Helpdesk and Ticketing System for your Business
What do you like best about the product?
Freshdesk processed 741 helpdesk tickets for us last year, as well as an untold amount of individuals looking at at solutions on the helpdesk to answer their questions 24/7/365. It has dropped the support phone calls we get tremendously.
What do you dislike about the product?
We have not found a reason not to implement Freshdesk.
What problems is the product solving and how is that benefiting you?
Providing after hours technical support via the articles on the helpdesk.
A Great Ticketing Solution
What do you like best about the product?
Easy to use. Very intuitive controls and features. Almost zero learning curve. It just works!
What do you dislike about the product?
Nothing really. It's very responsive and reliable and if something is experiencing a problem or you have a question, support is always there and responds quickly.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy for us to communicate with our customers right within the ticket so all communication and information is centralized for each issue in each ticket
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