Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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Powerful, yet easy, support ticket and reporting system
What do you like best about the product?
Freshdesk offers a wide range of options, reporting, and flexibility with automation rules to allow individual companies to design and tailer the product to fit their individual needs.
What do you dislike about the product?
Removing previous agents can be a little cumbersome and lead to tickets not having an accurate history of who did what and when. This may be more of a preference on our part, but we like to keep previous agent history still reporting to the individual even if they are changed from an agent to a "contact" or ticket requester.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy to automate incoming support ticket requests and has a task history. This allows us to not only keep our agents accountable but has also become helpful when disputes happen with end users who may claim that their support request was not handled promptly or adequately. Having a system to go back and see agent performance also allows us to identify shortcomings in our department or provide more training where identified.
Freshdesk is Streamlining Businesses.
What do you like best about the product?
Intelligent automation and Workflows provide sure quick resolutions.
Easy-to-customize ticket fields that assist personalized and efficient responses.
Clean, attractive and Easy to use UI.
Easy-to-customize ticket fields that assist personalized and efficient responses.
Clean, attractive and Easy to use UI.
What do you dislike about the product?
Nothing. I have not experienced anything negative to address.
What problems is the product solving and how is that benefiting you?
Prioritizing, monitoring and replying to tickets is easy with Freshdesk.
Managing and responding to customer inquiries from multiple channels.
Managing and responding to customer inquiries from multiple channels.
Great Program
What do you like best about the product?
Freshdesk is very valuable to our company. We use the ticket portion to help our staff manage new patient assignments and any issues.
What do you dislike about the product?
Nothing, we love Freshdesk. It works great.
What problems is the product solving and how is that benefiting you?
It solves our patient assignments and makes them flow more efficiently, and allows us to track the patients.
Best help desk for the price by far
What do you like best about the product?
The amount of features this help desk solution offers is outstanding, and all of its free integrations. The pricing is absurdly low as well. For any Small to medium business, this will perfectly work for a helpdesk solution.
What do you dislike about the product?
The only downside I can even think of is that the UI for both user- and agent-facing sides is not very customizable.
What problems is the product solving and how is that benefiting you?
We needed a basic helpdesk ticketing system to keep track of requests to the IT department in our medium-sized company with an IT team of two employees.
Senior Client Services Technical Support
What do you like best about the product?
Easy to use
Very helpful and can use internal notes as sending emails to clients
Very helpful and can use internal notes as sending emails to clients
What do you dislike about the product?
Reporting was changed Legacy reports were showing results in real time but now there is a delay of half an hour
What problems is the product solving and how is that benefiting you?
Taking care of our clients issues instead of relaying on phone calls
Good
What do you like best about the product?
Its easy to use and wonderful experience while using
What do you dislike about the product?
Notification problem while we get any tickets we dont get notification sometimes
What problems is the product solving and how is that benefiting you?
While we get any ticket as a customer query we use to get the resolution by using fresheesk
The best seamless and effective tool for quick productivity
What do you like best about the product?
It's ability to be linked with other sites like InSight and Fresh Voice with just a press of a button
What do you dislike about the product?
There's absolutely nothing I deslike about i
What problems is the product solving and how is that benefiting you?
Fast and effective, meets our requirements and helps with tracking the teams productivity
I love Freshdesk, just works
What do you like best about the product?
It's a super easy tool to implement and deploy. It connects well with our internal tools like Atlassian.
What do you dislike about the product?
I really dislike the chat function, this could be so much better. I would love to have really strong integration with Intercom which is really innovating.
What problems is the product solving and how is that benefiting you?
It helps us organize the inflow of customer and prospect requests. It saves us time in building targeted response plans and allows us to organize defects.
The best platform for managing company support
What do you like best about the product?
Freshdesk is so easy to use. Canned responses make life so much easier on a daily basis. Managing your daily tasks are a breeze as Freshdesk reminds you what you need to follow up on for the day.
What do you dislike about the product?
I am very happy with Freshdesk and currently do not have any negative remarks.
What problems is the product solving and how is that benefiting you?
It provides a centralised system to manage our incoming emails. It provides a holistic view of what is happening in the company at a given time.
Easy to use and user friendly
What do you like best about the product?
Automations
Groups
FreshChat
Links to emails
Groups
FreshChat
Links to emails
What do you dislike about the product?
FreshChat unable to initiate chats with users first
What problems is the product solving and how is that benefiting you?
Customer and Client query management
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