I use Freshdesk for creating tickets for IT personnel. When any employee experiences an issue with their laptop, such as being unable to use the internet or facing other problems, they can easily email support@freshdesk.com, and a ticket is automatically generated on the portal. We can then assign the ticket to any engineer. Our organization uses Freshdesk for the ticketing portal, and we rely on it multiple times for ticketing purposes.
Freshdesk
Freshworks Inc.External reviews
3,556 reviews
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External reviews are not included in the AWS star rating for the product.
Intuitive UI, Needs Better DevOps Integration
What do you like best about the product?
I find the Freshdesk interface very intuitive and easy to use. The initial setup was very simple. We've expanded quite a bit since we first implemented it years ago.
What do you dislike about the product?
I would like to see a strong integration with DevOps to easily manage the workflow for enhancement requests and bug fixes.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to easily manage all client submissions in one place and stay on top of what's important to our client base.
Intuitive Platform with Integration Versatility
What do you like best about the product?
I appreciate how Freshdesk is very usable and intuitive. It's great that both our customers and internal teams can use it without needing extensive training, thanks to its intuitive design. I also find the accessibility through email and the web portal really beneficial as it simplifies the process significantly. The setup was very simple and straightforward, which made the transition easier for us.
What do you dislike about the product?
One of the problems with Freshdesk is that it only supports one set of business hours, whereas we actually have four teams spread across different business hours and have different SLA business hours for different customers.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for managing production and test ticket requests effectively. It simplifies support by being intuitive and accessible, reducing our need for extensive training. We use both its email and web portal channels.
Smooth, Easy Tool That Keeps BAU Running Without Issues
What do you like best about the product?
works smoothly and easily, for BAU process works without issue.
What do you dislike about the product?
export from Salesforce took months and months to do.
What problems is the product solving and how is that benefiting you?
Easy to reply to customers with speed.
Freshdesk Makes Multichannel Ticket Management Easy and Organized
What do you like best about the product?
What I like most about Freshdesk is how easy it makes it to manage tickets across email, chat, and social media without having to switch between different tools. Everything stays organized, which helps me keep track of conversations and follow up more smoothly.
What do you dislike about the product?
The mobile app works fine for basic tasks but handling complex tickets on it isnt always smooth.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage patient queries from email, chat, and website forms all in one place, so no request gets missed. This has significantly improved our response time and increased our sales.
Streamlines Email Management with Ease
What do you like best about the product?
I like how Freshdesk helps us manage many email inboxes by allowing us to check everything in one tool. It saves time and ensures we respond to our clients, guests, and customers right away. I think the feature where you can always see the thread of all emails per customer or ticket is great. It's easy to navigate, and when we need to make a note to other team members or agents, it's easier than messaging them directly through inbox or chat. They can see the changes or any questions we have immediately, making it very organized and easy to handle at the help desk. It also helps in responding timely to our clients. If there are follow-ups, we can easily check the last contact and decide on the right response. Also, when a ticket needs to be transferred, others can see who transferred it and make notes if needed before responding to a client.
What do you dislike about the product?
I think Freshdesk is already good. I think the one thing that could only be improved is for us as users to really understand all the new navigation and purpose. It makes it easier if we know all the options, how to do it, where to do it, then we can be able to maximize Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk streamlines managing multiple email inboxes, saving us time and improving response efficiency. Viewing email threads per customer is easy, and notes aid team collaboration, ensuring we address client needs promptly and clearly.
Effective Email Management, But Needs More Customization Options
What do you like best about the product?
I actually enjoyed using the Freshdesk system because I felt like it organized our emails pretty well. The initial setup was pretty easy and didn't take very long to get up and running.
What do you dislike about the product?
I thought sometimes the user navigation could have been a little easier. As well as options for customizing email templates and customizing your own home page could have been a little bit better.
What problems is the product solving and how is that benefiting you?
I use Freshdesk as a ticket system for handling email responses and organizing our ticket system effectively.
Ticketing has streamlined IT requests and has provided faster, well-documented issue resolution
What is our primary use case?
What is most valuable?
Freshdesk has all features, including automatic ticket assignment, notifications, and reporting tools. Administrators with access can assign tickets to anyone. The user interface is very good, and anyone can easily learn how to assign and create a ticket.
Previously, when anyone faced an issue, they had to call IT, and there was no record of what was done or what the cause was. Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.
Freshdesk is leading to faster resolution because the ticket is assigned to an engineer who will start working immediately.
What needs improvement?
As of now, Freshdesk has no inventory assignment. If Freshdesk could include the data of devices, it would be more valuable for all customers. Adding inventory details to the features would make it easier for us.
For how long have I used the solution?
I have been using Freshdesk for the last three years, including two years in my current role.
What do I think about the stability of the solution?
Freshdesk is stable.
What do I think about the scalability of the solution?
Freshdesk is scalable, and the users are happy with it. They can easily send an email to support, and a ticket gets generated for the IT person.
How are customer service and support?
I have not used customer support often, but the customer support is good. I have tried it one or two times.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We have not used any other solution. We were doing it manually before.
How was the initial setup?
The setup cost and licensing are very good, but if Freshdesk could add the inventory features, it would be more valuable for us.
What's my experience with pricing, setup cost, and licensing?
The setup cost and licensing are very good, but if Freshdesk could add the inventory features, it would be more valuable for us.
Which other solutions did I evaluate?
I have not evaluated other options before choosing Freshdesk.
What other advice do I have?
Freshdesk is a time saver and reduces the need for fewer employees. The service desk employee's workload has decreased with the help of Freshdesk. I recommend using Freshdesk because it is a good solution for the ticketing portal. I rate Freshdesk nine out of ten because it does not have any type of inventory record detail. I give this review a rating of nine out of ten.
Efficient Multi-Channel Support, Needs Better Mobile App
What do you like best about the product?
I like Freshdesk as it provides a single platform where I can access all chats and interactions with our customers. It helps us give resolutions to our customers when they face issues booking an appointment on our application for designing services. I appreciate the user interface and easy accessibility of Freshdesk; it is quite simple and easy to train new employees to work on this tool. Freshdesk offers multi-channel support, managing all social media messages and emails on its dashboard, allowing us to reply to all tickets at once. The initial setup was simple, easy, and quick.
What do you dislike about the product?
One of the main drawbacks of Freshdesk is their customer support, as they take a lot of time to reply. Also, their mobile version is quite useless in comparison to their desktop version.
What problems is the product solving and how is that benefiting you?
I like Freshdesk for providing a single platform for all customer interactions, helping resolve booking issues, and offering multi-channel support that handles social media and emails efficiently.
Easy to Use Once Set Up, Great Canned Responses and Article Management
What do you like best about the product?
Ease of use once set up. Canned responses and solution article management are great
What do you dislike about the product?
Some missing reportable fields such as date or time last touched for tickets.
Would like to report easily on that metric.
Would like to report easily on that metric.
What problems is the product solving and how is that benefiting you?
Helps us keep track of support queries and assign them to the relevant parties for resolution. We also have it set up to remind us if tickets need to be billed for and their progress in the billing cycle.
User-Friendly, Feature-Rich Platform with Fast, Fantastic Support
What do you like best about the product?
User-friendly with lots of tools and options for every business need. Support is fantastic, and the turnaround is very quick. The options are vast; you can have multiple dashboards for different teams. Customisations are also great.
What do you dislike about the product?
The only thing I would suggest is to be able to bring the full email thread in our replies, not just the last 4 or 5 conversations. For example, if there is an internal escalation with the Finance Dept, instead of forwarding the ticket, we need to print it as a PDF and email it afterwards.
What problems is the product solving and how is that benefiting you?
With multiple Groups and a diverse clientele base with very different needs, Freshdesk is well-suited to support us. Also, having multiple contact channels available makes a huge difference for us and helps my team quickly identify how this customer contacted us.
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