Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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External reviews are not included in the AWS star rating for the product.
Best ticketing tool I've used so far, will definitely recommend to others.
What do you like best about the product?
Simple UI, Low memory ( Background processes / RAM ) consumption, quick response time, reconnect itself to the server if the network is changed, super fast report generation ( Database queries are highly optimised, very good ), quick support
What do you dislike about the product?
Can not create custom alerts, cannot create custom reports, API base should be redefined considering the customer requests, there is a gap between the customer and the developer
What problems is the product solving and how is that benefiting you?
We serve thousands of students worldwide daily through calls / chats / emails. Integrating all these three platforms into one helped to keep an eye upon on every service request.
Recommendations to others considering the product:
Definitely. Worth to use. Good UI / Processing Speed / Customer Support.
More than a great experience
What do you like best about the product?
Product, customer service, features & ease of use.
What do you dislike about the product?
The advanced package's prices are little bit expensive.
What problems is the product solving and how is that benefiting you?
Freshdesk is actually helping us to save a lot of time and achieving our goals by providing records and stats. Even the aged employees find that it has a user friendly interface.
Love the Help
What do you like best about the product?
Absolutely love how easy it was to set up the solutions, and then for users to be guided to possible solutions without me. I can see by looking at the Thumbs up icons that people have been looking and calls for support have been preempted by the solutions page.
What do you dislike about the product?
Not much I don't like at all. My main question would be that my tickets I tend to close without marking them resolved first. Not sure how to fix that, but then I haven't tried.
What problems is the product solving and how is that benefiting you?
Its the calls for support, that demand on time, that has benefited the most.
Overall Easy to navigate and use
What do you like best about the product?
User interface is nice and clean, simplicity is key
What do you dislike about the product?
The reporting function could have much more filtering availability.
What problems is the product solving and how is that benefiting you?
a one stop shop for all support needs.
Recommendations to others considering the product:
nice and clean user interface
Excellent for Small to Mid Size Business
What do you like best about the product?
The product is comprehensive with all the tools I need to run a solid support organization. The help articles are fairly thorough.
What do you dislike about the product?
Getting support to answer my question was very frustrating in the beginning. It has gotten better lately. It seems like they only offer very basic assistance until you push for higher level support.
What problems is the product solving and how is that benefiting you?
I am able to track all interactions with my customers, find their history easily, and keep well within our service level agreements.
Recommendations to others considering the product:
Be clear on your targets and needs for supporting customers, so you can design your portal accordingly.
Great Helpdesk Solution
What do you like best about the product?
Feedback widgets, multi-brand support...
What do you dislike about the product?
Multiple product set up can be laborious
What problems is the product solving and how is that benefiting you?
Our business requires high-touch customer service, and the ability to traffic and route customers concerns so that they are best resolved is a high priority. Freshdesk offers us the ability to properly and effectively file customer tickets for the proper agent to respond. Also offering the ability to build and maintain a knowledge base that is particular to our many channels of business (we are currently maintaining about a dozen different products) greatly helps reduce the actual number of tickets created.
A lot of bang for not a lot of buck.
What do you like best about the product?
FreshDesk's support team has been the most responsive I've encountered throughout my career. I appreciate that they are always ready with an answer, or at least an offer to track an answer down.
What do you dislike about the product?
I do wish the reporting functionality was a little clearer and more customizable.
What problems is the product solving and how is that benefiting you?
We've automated multiple workflows and notifications utilizing FreshDesk's scenarios and rules.
Fresh idea for providing better customer service
What do you like best about the product?
Our team likes using Freshdesk. It brings a lot of automation on how the emails are managed and tracked, and it helps keep track of who is working on which tickets.I loved it because it could easily be customized according to our needs without the help of technical team. The best part is that you can produce reports and customize the way how the reports should look like. Their support team is the best.
What do you dislike about the product?
Can't think of anything bad. Pricing might be a little higher, when cheaper options are available in the market. Personally I don't like their new portal design. Older one was easy to use and it looks less cluttered.
What problems is the product solving and how is that benefiting you?
Mostly customer service. The benefit that I realized is managing a lot of emails and converting them into tickets. That way we can know which requests are being worked on.
Freshdesk
What do you like best about the product?
The ease of use, and configuration are one of the strongest features of Freshdesk.
What do you dislike about the product?
Lack of logs, or the ability to customize the agent interface.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to easily support our customers without spending a lot of time building or configuring our helpdesk.
Recommendations to others considering the product:
Freshdesk is a great light weight ticketing system.
Best Helpdesk solution
What do you like best about the product?
It is simple and clearly arranged.
All necessary functions are given and positioned correctly.
All necessary functions are given and positioned correctly.
What do you dislike about the product?
Currently, we just don't like the app for smartphones and tablets.
The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.
The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.
What problems is the product solving and how is that benefiting you?
We use it as a ticket system for IT.
This enables us to offer a fast and transparent service.
This enables us to offer a fast and transparent service.
Recommendations to others considering the product:
Use the trial period to get an impression of what it looks like live. We configured it for testing and were immediately convinced.
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