Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Brilliant solution for ticket management across a global organization
What do you like best about the product?
- Tickets can be assigned/received across the organization but also customized with a workflow to pivot into the correct capabilities and teams
- Feedback is well documented on each ticket - it also sends an email as a reference
- Multiple team members can have transparency and visibility into specific tickets
- Easy to use
- Feedback is well documented on each ticket - it also sends an email as a reference
- Multiple team members can have transparency and visibility into specific tickets
- Easy to use
What do you dislike about the product?
- Reporting can be improved
- Potentially could be costly to smaller organisations
- Potentially could be costly to smaller organisations
What problems is the product solving and how is that benefiting you?
- It solves help desk and ticketing across the organization
- Projects and all types of work are well documented across the organization which allows effectiveness and efficiency
- Projects and all types of work are well documented across the organization which allows effectiveness and efficiency
Great ticketing tool! cool desk.
What do you like best about the product?
Ticket categorization/tagging.
Automation of scenarios/responses.
Management of service level agreements.
Workflow configuration.
Text format.
Contact details update.
Automation of scenarios/responses.
Management of service level agreements.
Workflow configuration.
Text format.
Contact details update.
What do you dislike about the product?
Creating new contacts is a bit tedious.
linking tickets to each other is not very intuitive.
linking tickets to each other is not very intuitive.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage the customer database in terms of their queries and solutions.
Setting up quick automations in the user interface, without the need for technical elements.
Assign tickets to multiple teams and track the entire ticket journey to see where the issue is stuck.
Setting up quick automations in the user interface, without the need for technical elements.
Assign tickets to multiple teams and track the entire ticket journey to see where the issue is stuck.
Complete product but can be complex
What do you like best about the product?
Most features are available. There's always a way to achieve what you want to achieve.
The support team is always quickly available, but the quality of customer service is inconsistent.
The support team is always quickly available, but the quality of customer service is inconsistent.
What do you dislike about the product?
The analytics don't always work well, are unclear, and it isn't easy to set up custom reports.
I often need to contact their support team to achieve advanced automation.
I often need to contact their support team to achieve advanced automation.
What problems is the product solving and how is that benefiting you?
It helps us with our support inquiries (email and chat).
Good for support activity
What do you like best about the product?
Very good application there are multiple reports which will help you to monitor or check your team efforts progress on various issue tracking plus what type of issue are coming with how much time it is taking to resolved. Such type of advance analytical reports will help your organization.
What do you dislike about the product?
It is little complex initially you will need basic training to get hands on it.
What problems is the product solving and how is that benefiting you?
Majority of our application support work tracking analysis is solved by this application.
Great product for support team
What do you like best about the product?
There are lots of configuration options and statuses, that can be tagged or mapped to an issue or a group of issues.
What do you dislike about the product?
It is hard to integrate it with other systems, not easily combined.
What problems is the product solving and how is that benefiting you?
Keeping track of incoming calls, tasks, action items and team's capacity to handle requests
Quick and easy access to support
What do you like best about the product?
I love how quickly I am helped when I need to submit a support ticket. I never have to wait more than a few minutes before my inquiry is responded to or resolved.
What do you dislike about the product?
I cannot say there is anything I dislike. It was tricky to get started but now that I have used it a few times, it's easy to use.
What problems is the product solving and how is that benefiting you?
Can't think of any problems that need to be addressed
Run your business with Freshworks CRM.
What do you like best about the product?
It allows me to keep track of new leads and business.
Set holdovers for tasks and follow-ups.
Organize contacts.
Automatically send emails to contacts.
Sales sequence.
Module for easy navigation.
Set holdovers for tasks and follow-ups.
Organize contacts.
Automatically send emails to contacts.
Sales sequence.
Module for easy navigation.
What do you dislike about the product?
The user interface should be more intuitive and easy to use.
The technical support is not up to par.
The technical support is not up to par.
What problems is the product solving and how is that benefiting you?
It shortens the sales cycle, which allows me to know the intentions that a potential client has when visiting our website and to know how to proceed with our sales marketing tactics.
Helpful task reminders to stabilize both follow-ups to close more deals.
Keeps all contacts and inquiries in one place.
Helpful task reminders to stabilize both follow-ups to close more deals.
Keeps all contacts and inquiries in one place.
Freshdesk helps you to organize your work at Customer service
What do you like best about the product?
What I like about Freshdesk is that you can easily delegate tasks and prioritize them. Also, it is easy to work on Freshdesk with many groups cause you can use group filters. Additionally interface is straightforward and intuitive, you can easily make tickets and follow email threads. It helps with organizing work at customer support. Freshdesk works well for small businesses, and you can use the free version.
What do you dislike about the product?
Pricing for bigger companies is quite expensive. It is better to work on a desktop app than on a mobile app - the UI of the mobile app should be improved.
What problems is the product solving and how is that benefiting you?
You can be sure you won't miss any task, and everything will be taken care of with suitable priority which is very important in customer service.
Freshdesk helpdesk review
What do you like best about the product?
I liie the search feature but I wish it would sort by date by default
What do you dislike about the product?
Canned responses should be less buggy, they do not work sometimes
What problems is the product solving and how is that benefiting you?
This product helps us track tickets for our helpdesk to keep productivity in our organization. Freshdesk is the system we use to track all our Break/fix tickets for the IT department.
Great help desk tool
What do you like best about the product?
Its UI and ease of using this product is great
What do you dislike about the product?
Sometimes tool is very slow and takes time to get updated
What problems is the product solving and how is that benefiting you?
Mainly helps in tracking tickets and prioritizing the task
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