Freshdesk
Freshworks Inc.External reviews
3,556 reviews
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Groundbreaker
What do you like best about the product?
The ability to have a log of everything in one place
What do you dislike about the product?
sometimes it can be slow and too many boxes need to be filled in to close a ticket
What problems is the product solving and how is that benefiting you?
We are noticing a trend of the problems raised with us through freshdesk and this is helping towards training and making sure we get the right information out
Recommendations to others considering the product:
Cannot imagine our environment without Freshdesk now, it's a real game-changer and email seems so last year!
Mostly content
What do you like best about the product?
Slack integration in the Mint version is not as expected
What do you dislike about the product?
Mint version not allowing us to change the requester when pushing a ticket from slack to Freshdesk.
I've had a forum ticket opened for months asking for the update as this is a showstopper for us. Nothing updated so far.
I've had a forum ticket opened for months asking for the update as this is a showstopper for us. Nothing updated so far.
What problems is the product solving and how is that benefiting you?
Helpdesk, Customer Self - Service
An intuitive plateform full of features
What do you like best about the product?
The fact that the plateform is quite easy to understand and to use. That you will find plenty of features that will improve the service you can provide to your client.
And great support that will respond very quickly to your problem.
And great support that will respond very quickly to your problem.
What do you dislike about the product?
Your website design can't be fully personalised
What problems is the product solving and how is that benefiting you?
We design products for our client, thank to the plateform they feel more safe beacause they will have a the help they need in using our products.
Recommendations to others considering the product:
Think of what you want and need, then check carefully what the plateform offer to you. If it fits then you should défintely use Freshdesk.
Support and Service made easy
What do you like best about the product?
Email communication becomes easier. Given statistics of the tickets help you to improve your support providing performance and reduce the time frame to resolve issue raised by the client.
Reports help to improve the service performance.
Reports help to improve the service performance.
What do you dislike about the product?
You can't directly change the recipient in between your email trail. It makes difficult to address the different recipients while having email communication.
What problems is the product solving and how is that benefiting you?
Interaction and approach to the clients made easy
Freshdesk Ticketing
What do you like best about the product?
The look and feel
The ability to carry out customisation
The system automation
The relationship management between tickets
A friendly Freshdesk and responsive support team for when you have issues or requests
The ability to carry out customisation
The system automation
The relationship management between tickets
A friendly Freshdesk and responsive support team for when you have issues or requests
What do you dislike about the product?
Some of the basic concepts that you would expect to see such as:
- Ability to create custom team specific dashboards
- Ability to link one customer to another i.e. partner + end customer of partner
- Time taken for the Freshdesk Developers to implement a new feature or piece of functionality
- Ability to create custom team specific dashboards
- Ability to link one customer to another i.e. partner + end customer of partner
- Time taken for the Freshdesk Developers to implement a new feature or piece of functionality
What problems is the product solving and how is that benefiting you?
We are moving from a small company to a large company. I am using Freshdesk to help manage this scale, workflow mgmt, SLAs and reporting.
Freshdesk is providing us with a way to scale up and manage our IT demands inline with our ITIL Framework.
Freshdesk is providing us with a way to scale up and manage our IT demands inline with our ITIL Framework.
Recommendations to others considering the product:
This product is fairly easy to configure and full of lots of useful elements that will help manage and resolve your customer contact. If there is a new feature that you need the time taken to implement can be long so just make sure before you buy you carry out a full review to ensure the major components and requirements are in place. Everything else you need can be build and customised
A great platform to work with.
What do you like best about the product?
User-friendly and easy access to Dashboard and tickets
What do you dislike about the product?
Reporting is not accurate and does not provide real time data.
What problems is the product solving and how is that benefiting you?
Helps us in keeping track of the tickets generated by our end users.
Freshdesk, the pros and cons
What do you like best about the product?
Freshdesk has a number of useful features. What stands out, however, is the speed of their support team.
What do you dislike about the product?
Occasionally, I would stumble across something where it really seems like there should be a feature. For example, you can't set automatic replies according to support email without setting up tedious IFTTT rules.
What problems is the product solving and how is that benefiting you?
Managing multiple support email for different customers.
Recommendations to others considering the product:
Most things are possible, the biggest problems are the ease of achieving what you set out to do. However, the support team are very knowledgeable and very quick to reply.
Gets the work done
What do you like best about the product?
I found it more user friendly and updates were also easy
What do you dislike about the product?
The constraints at some point of ticket
What problems is the product solving and how is that benefiting you?
Day to day operations. It helps find gaps
Its a good one to use
What do you like best about the product?
I like the user interface and good system to manage tickets
What do you dislike about the product?
Sometimes it take a longer time to get back to you on support
What problems is the product solving and how is that benefiting you?
Ticket management
Freshdesk is awesome
What do you like best about the product?
The intuitive platform, the ease to use, and the automated features.
What do you dislike about the product?
Certain bugs that pop up from time to time. But they do get fixed eventually.
What problems is the product solving and how is that benefiting you?
Streamlined customer service platform
Recommendations to others considering the product:
Give it a shot!
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