Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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It's Simple & Easy to Use for Our Organisation
What do you like best about the product?
I'm really amazed by this support automation tool and it's seriously resolve and answer all our customer queries in a much easier way. It's somehow resolving so many problems at the same time for our company.
What do you dislike about the product?
Ultimately, I found the Gem in the Ocean. Didn't find anything serious in this tool to dislike. Really helpful. Kudos to the Freshdesk.
What problems is the product solving and how is that benefiting you?
Belonging to the Edutech industry. We recive a tremendous number of enquiries every single day from teachers and students. That wasn't possible for us to work upon but using the freshdesk. it helps us to resolve so many queries in a very quick Self Support, Live Chat mode.
Effective CRM solution, great value for cost.
What do you like best about the product?
- Cost
- Integrations
- Ease of Use for team
- Integrations
- Ease of Use for team
What do you dislike about the product?
- UI isn't as attractive as some competitors
What problems is the product solving and how is that benefiting you?
Using for all Support needs. The entire Freshworks suite is one of the only all-in-one solutions on the market, which is a huge boon. You can use Freshdesk out of the box as a great ticket management solution, but diving into the more advanced features holds some great productivity features.
The best tool ticketing tool for Support Agent
What do you like best about the product?
Freshdesk Helps to keep tickets classified and organized. It also offers many channels of communication - email, chat, and phone.
What do you dislike about the product?
It's good, but the interface is too simple.
What problems is the product solving and how is that benefiting you?
I am receiving emails and calls from Customers and providing customer support using Freshdesk. I also manage our ticketing system on Freshdesk and classify them using different folders and Freshdesk makes my life easier.
Freshdesk great experience
What do you like best about the product?
Freshdesk is a great ticket system with a friendly UI, a perfect fit for start-ups and larger companies around the globe. This tool enables you to set up powerful automation (Tickets assignments, time-triggered actions, notifications, etc.) so you can save time on daily basis tasks, run and schedule reports based on multiples categories.
Also, you can send surveys, manage multiple self-service portals for differents customers based on their location, products, business size, and more.
Integrations are beneficial as well; you can set a multichannel system in just a few minutes.
Also, you can send surveys, manage multiple self-service portals for differents customers based on their location, products, business size, and more.
Integrations are beneficial as well; you can set a multichannel system in just a few minutes.
What do you dislike about the product?
Sometimes the waiting time for support is not the best.
What problems is the product solving and how is that benefiting you?
Automate tasks, and reduce tickets volume with a knowledge base, also run reports for decision making and service improvement.
Solid Customer Service platform
What do you like best about the product?
The user experience for both the executive and the customers, plus the easy integrations and dev tools.
What do you dislike about the product?
Incomplete data export capabilities. I can either export some data about a lot of tickets or a lot of data about some tickets, but not a lot of data about a lot of tickets (let alone 'all data' about 'all tickets'). I need to work around the limits quite a bit to get that.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for retail customer service and after-sales service. It has improved the ease of ticket management for the executives and managers. It also has allowed us to manage an increasing amount of tickets given high sales, with exceptional performance.
Easy to use, affordable solution that fits many needs.
What do you like best about the product?
Getting started with the software is really simple, yet customizing it can turn it into a very powerful for customer support. Growing with this software is also really simple and upgrading to higher tiers unlocks more features that while not overwhelming you with the unnecessary. Freshdesk also integrates with a lot of other software making it an invaluable tool.
What do you dislike about the product?
Not being able to pick and choose features from a higher plan and adding them to your current plan. I wish they had more datacenter options to store your data and the ability to encrypt email communications.
What problems is the product solving and how is that benefiting you?
We solved supporting our internal and external customer service. A central place to have all information (solution articles) making self-service support easy! We also take advantage of some of the integrations so our service/support techs only need to use a single pane of glass, instead of multiple admin portals, to manage supporting our customers.
Easy to use, get up and runing in minutes
What do you like best about the product?
Easy of use and configuration, web based
What do you dislike about the product?
Sometimes web app authentication fails and redirects to home screen.
What problems is the product solving and how is that benefiting you?
Customer support
Good product
What do you like best about the product?
Its great to keep track of tasks across the team and across a number of clients
What do you dislike about the product?
I dont like the search function for contacts or the way the formatting gets messed when responding to tickets
What problems is the product solving and how is that benefiting you?
Its a lot easier to see what has not been done for a client request
Its a Simple helpdesk tool
What do you like best about the product?
Its user interface. A simple system to reply to emails and attach files. Easy text like canned responses for templates
What do you dislike about the product?
Inability to auto-filter duplicate tickets
What problems is the product solving and how is that benefiting you?
Email queries, complaints, product-related feedback. The benefits are timely resolution, Flexibility of sending surveys or not. Many ticket statuses. Reminders.
Recommendations to others considering the product:
I recommend Freshdesk its interface is user-friendly easy to navigate with a lot of options. It has also customized apps and integrations. Also has Freshchat and Freddie.
Freshdesk simplified view makes everything easier!
What do you like best about the product?
What I like the most about Freshdesk is that you can change the status of a ticket, the owner, and the priority as well from a ticket right from the inbox or main view; this means that there is no need to get inside the ticket to change this information. Also, its card view layout is just awesome because it makes it easier for previewing all the basic information or the most important information of a ticket at a glance. It allows you to use keyboard shortcuts and to apply tags to the tickets which are really cool. I cannot forget to mention that I really like a lot the ability to merge tickets, totally a lifesaver. This helps a lot when you encounter 2 or more different tickets that are related to each other and merging the ticket into a single 1 is really nice.
What do you dislike about the product?
I would really love to ask the development team to allow or enable an option to view multiple tickets at the same time. That way I can have a top bar like the tabs from an internet browser and that way I can easily change from one ticket to another. This is also very helpful when you want to read more than 1 ticket because sometimes they are related one to another. Also, I will like to get an alert window when my same email is included in the cc because sometimes it does and when I reply to an email, and my email is in the cc, that will create a new ticket. This is more like a feature request. I would also recommend adding a dark mode, many of us work at night and that will be really helpful!
What problems is the product solving and how is that benefiting you?
Freshdesk helps my team to keep email conversations more organized and to have the ability to make teamwork. Emails thread can be read by all the team, and any one of the team can jump into an email thread on behalf of any other team member.
Recommendations to others considering the product:
Freshdesk will allow you and your team to keep a smooth conversation between your team and your customers. I would recommend taking advantage of the conversation tags, this will make your job really easier when you want to filter all conversations tied to a specific tag.
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