Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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A good ticketing system
What do you like best about the product?
1. The customizations, for example: custom ticket statuses
2. Easily added and managable canned responses
3. Good automation features: automated SLA based on custom properties
2. Easily added and managable canned responses
3. Good automation features: automated SLA based on custom properties
What do you dislike about the product?
I cant think of anything specific that would make me dislike/stop using the solution.
What problems is the product solving and how is that benefiting you?
Managing tickets/technical queries from our customer base has been much easier since Freshdesk.
Also, it allowed us to automate some responses and track SLAs much better.
Also, it allowed us to automate some responses and track SLAs much better.
Freshdesk help scale our SMB without costing us a fortune
What do you like best about the product?
Freshdesk has a ton of upside for small to medium-sized businesses. Their support staff is amazing anytime you need their assistance. In our years of using Freshdesk we were overall happy with their services and product.
The ticket system for support was our primary reason for use.
The ticket system for support was our primary reason for use.
What do you dislike about the product?
No complaints, our company would have continued using Freshdesk, however, we were switched over to a new solution upon a merger.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps the CRM industry affordable because they offer their platform for almost a fraction of the price and the software itself is worth every penny if you need to start building out a remote support team.
Freshdesk was a good customizable system.
What do you like best about the product?
What we like most about Freshdesk was the ability have many customizable fields and the ticketing itself was very professional looking. It had decent integrations as well.
What do you dislike about the product?
I think if I had to pick the one thing I disliked about Freshdesk the most would be the price. With having to pay per agent, it got expensive for the features we needed, so we could not justify purchasing it anymore as a public school. We should have went with Fresh Service over this instead since that is more aimed at internal helpdesk than Freshdesk was.
What problems is the product solving and how is that benefiting you?
Freshdesk was solving the one thing we needed most in IT, a centralized repository of help tickets so that we could quickly work on them and assign them to agents that could help out the best.
Excellent experience with Freshdesk
What do you like best about the product?
Very easy to use user interface and gives great ability to help business to improve out customer service. It allows multifarious features like ticket management, sales pipeline management, task management, service history etc. It's easy to track tickets & engage with them at the same time. Furthermore, it also offers a range of reporting and analytic features.
What do you dislike about the product?
Integration with the existing process is quite a tedious process sometimes and some of the features are comparatively less customizable like ticket forms. Reporting options available are limited too.
What problems is the product solving and how is that benefiting you?
It is a great customer service platform that helps us sort out customer queries and resolving issues. Overall, our experience has been positive. It helps us in timely management of complaints and in project management. It is a valuable asset.
Great product and good customer service.
What do you like best about the product?
There are always people to address your needs. They constantly check on you, and each customer has a dedicated POC. I like their customer service. I'd recommend this product.
What do you dislike about the product?
I'm trying to build a system here for our future business needs. All my queries are still running through emails. I use this for solutions and I do not have a point until now for negative feedback.
What problems is the product solving and how is that benefiting you?
I use this product mainly for writing user guides, and the tools to write this is a free tool. It is easy to use and easy to navigate, launch, and edit. Easy to add screenshots.
The Go-To CRM for Customer Support Teams
What do you like best about the product?
Wide range of customer support features: Freshdesk offers a variety of tools for managing customer interactions, including a ticketing system, self-service customer support portal, and a knowledge base. It also allows businesses to handle multiple channels (e.g., email, phone, chat) from a single dashboard.
What do you dislike about the product?
While Freshdesk does offer some customization options, some users may feel that they are limited compared to other CRM platforms.
What problems is the product solving and how is that benefiting you?
The platform's self-service customer support portal and knowledge base can also help to reduce the workload of customer support teams by providing customers with the information and resources they need to resolve issues on their own.
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.
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
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