Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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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.
Freshdesk gives the perfect interface for support desks
What do you like best about the product?
Indeed, these isn't several (so few) cases like a web-based software that cause workers to collapse or blockade. Every day it works perfectly. It's good yet not too complex, so it's easy to be using. So Most staff can navigate through the scheme without using supporting documents. The actual appearances of the curriculum are extremely good with simple-to-use filters and help IT clients demonstrate the particular design needed for all sites. From their respective advantages, the cards image and panel view are selectable.
What do you dislike about the product?
As per the code, we can make it very useful to load pictures, in particular for fast and easy shipping, that don't need to be connected to the files so as to provide an enhanged support system core, including content available to check a company's service via email.
What problems is the product solving and how is that benefiting you?
It is not only used at departmental level in the entire organization. It is primarily used it as an empirical structural support for monitoring user requests. Any other features of the framework just have not been included, like knowledge bases or forums. It solves the issue of having a great tracking system, which can easily track user requirements and can delegate requests to clients or even other transformational leadership as a process. You can not only track requests and also add track notes to each application.
Recommendations to others considering the product:
It is ideal for organizations that should not be so complex and difficult to configure/manage for use! It will be able to run that service because this is a web-based Cloud solution, but it doesn't need a system manager to run the arrangement in the database.
Freshdesk - Better way to support customers online
What do you like best about the product?
Freshdesk is straightforward to use and offers many features that can be customized to meet the business requirements. The ability to add multiple collaborators to support large numbers of our customers online in less time is what I love the most about Freshdesk.
What do you dislike about the product?
While being on a minimal plan, some integral features are only available for the most premium plans. Furthermore, it does not have its inbuilt project management board.
What problems is the product solving and how is that benefiting you?
FreshDesk is a robust customer-supporting tool. We use it to support our customers online in a collaborative way, and this way, we can satisfy and retain them.
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