Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Integrated Ticketing System
What do you like best about the product?
It's easy to manage my tickets, especially with many time saving automation options.
What do you dislike about the product?
Some things are a bit clunky, like editing a user's contact information.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to communicate, organize, and track the many tasks we have across our many clients.
Recommendations to others considering the product:
Give it a try with a free trial.
Great For Creating a Competitive Support Team
What do you like best about the product?
Like the title says, I really like the ability you have to "game" E-Mail support. Our office has competitions to see who answers the most emails and who is the most consistent. Ever since using the gaming feature we have significantly increased productivity.
What do you dislike about the product?
I dislike how after I close a ticket (finish answering a question), the ticket is extremely hard to find again if you realize you made a mistake. There is not a "sent" section which makes things difficult. I also wish there was a way that only certain administrators had the authorization to assign emails/tickets to different people on the team. It gets a little frustrating when other people start assigning you to E-mails that they could answer just fine.
What problems is the product solving and how is that benefiting you?
We are able to stay on top of our E-Mails and not fall behind. In the the past, the team would let certain E-Mails fall through the cracks. When we miss E-Mails we are affecting the business negatively. The gaming/competitive features were unexpected and added an extra dimension to our IT support team.
Recommendations to others considering the product:
The gaming feature adds another dimension to competitive IT teams. It creates a culture of inclusion and transparency.
With freshdesk you can keep on touch with your clients
What do you like best about the product?
I like having a ticket system. Before using Freshdesk the communication with clients was super messy and we lost a lot of information within mails, calls and such, Now, using Freshdesk everything is in the ticket. I personally LOVE having the possibility of adding private notes to other teams of my company, to help solving the issues
What do you dislike about the product?
The dispatchr configuration is not so intuitive. You need time to learn how to use it and sometimes, even when you know how to configure it, you can get a little bit lost. But that's the only downside I find in Freshdesk
What problems is the product solving and how is that benefiting you?
We started solving faster the issues and now the comunication with clients is more transparent. No one can specualte now, neither us or the client: every information given or needed is in the ticket. Also, when a new collegue starts working in the company is easier to give him / her context of the clients, by making them watchers of some crucial tickets.
Recommendations to others considering the product:
If the comunications with your clients is getting messier as the company and the responsabilities are growing, maybe it's time to start using a ticket platform. Freshdesk is a very good one!
Good features, but limited with increasing costs
What do you like best about the product?
Everything can be integrated in to one platform for use by the business
What do you dislike about the product?
Licence costs limit the usage heavily...
What problems is the product solving and how is that benefiting you?
Customer emails and social media. Benefits are these items can be worked on one location
A great portal for prioritization of day to day activities
What do you like best about the product?
An extremely powerful customer support tool. It allows us as a company to track and prioritize trouble tickets and other tasks while maximizing our efficiency. Increases productivity and dramatically impacts the user experience.
What do you dislike about the product?
It did not offer the CRM tools I needed for the rest of my business. If I wanted to integrate those tools through Freshsales, I would be paying a hefty price.
What problems is the product solving and how is that benefiting you?
I used Freshdesk for time tracking services. I also used it as a portal for my clients. FreshDesk is customizable, has multiple ticket options to choose from and is ridiculously easy to configure and use. It's perfect for a small to medium-sized business. We were shopping around for a helpdesk replacement and this was on the list. I'm overall satisfied with the experience.
Recommendations to others considering the product:
Customizable White-labeled Quick to deploy App integrated, works with Bomgar and google drive Easy to use Great reporting. Good product so far, we have been live with it a month or so and no complaints yet.
Freshdesk makes it easy to provide quick support for our many clients and agents.
What do you like best about the product?
Freshdesk makes it easy to answer incoming support questions, triage issues based on their topic or significance, and offers easy to use templates for our support staff. In addition, Freshdesk has allowed us the ability to create an online solutions database for all of our clients/agents to access for quick and independent resolutions.
What do you dislike about the product?
The one downside to Freshdesk is the lack of comprehensive reporting options.
What problems is the product solving and how is that benefiting you?
With Freshdesk we are able to quickly resolve a variety of issues that come in from our clients/agents creating an environment of trust. In addition with the online solutions database, our clients/agents are able to address their needs independently and outside of normal business hours.
Recommendations to others considering the product:
Take your time with implementation and organizing your responses to create a smooth transition and ease of use.
Easy to use Helpdesk
What do you like best about the product?
The Faculty love the ease of submitting issues. The 'Log on with Google' makes things easy.
What do you dislike about the product?
There were feature we didn't need, but had to purchase because their features are bundled together.
What problems is the product solving and how is that benefiting you?
General day to day issues with the District's technology. More Faculty use the helpdesk because of it's ease.
Recommendations to others considering the product:
Freshdesk is definitely worth giving a shot.
"Freshdesk gives a highly effective support to your firm."
What do you like best about the product?
Among its major rewards may be the outstanding circulation of interaction, because of this resource we will sustain speak to properly and productively with our buyers, given that just before the procedure was only by means of email what often induced it never to be successful, that is certainly, the e-mails have been not going through on the time or ended up not despatched efficiently and also other inconveniences that created the interaction not as productive as ahead of.
What do you dislike about the product?
For my part, it appears to me which the device is considerably intricate once you commence employing it, which triggers a hold off if you prepare a personnel in order that you can utilize it within your operate pursuits, and we all know that point is undoubtedly a factor critical for virtually any group, by which corporations are looking for obtaining successful and productive equipment when applying them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk in various departments in the group like a signifies of interaction, which makes it possible for us to fulfill the demands of our consumers, that is certainly, by way of this resource we constantly communicate together with the shopper to reply for their worries or uncertainties they existing about our items or strategies, we hold communicated by email, social networking sites, phone or chat. And so to reply to the requests immediately. Not simply can we utilize the resource to speak to consumers but we also utilize it with staff customers in the very same firm to offer our standpoint in the initiatives which they desire to execute.
Recommendations to others considering the product:
It truly is a device with suited capabilities for every type of organizations
Freshdesk is super easy to use and very straightforward
What do you like best about the product?
I like having tickets for support/projects to be able to keep up with my workload; we also use pivotal along with Freshdesk; I like that you can choose tags to filter your view; categories for like IT, Dev, other parts of the company by software package for quicker resolution for our customers.
What do you dislike about the product?
Sometimes it hoses up and I have to close and reopen, but not very often; I don't like that if I accidentally "watch" someone on a ticket, then I can't remove them, I have to notify them to remove themselves.
What problems is the product solving and how is that benefiting you?
This software is what drives our CSR's and support for the entire company. We have offices in Spokane, Seattle, Nashville, Atlanta, Pensacola, Statesville NC, Indiana & Utah. It gives all of our office's visibility for open tickets, and management has great reporting tools to monitor how long it takes to resolve customer issues.
Recommendations to others considering the product:
I love the simple way to create and utilize a ticketing system for our internal feedback systems. It's stopped issues getting lost in email threads, and being able to realistically track how many issues are appearing.
Freshdesk offers an effective support service for your organization.
What do you like best about the product?
One of its main benefits is the excellent flow of communication, thanks to this tool we can maintain contact effectively and prodcutively with our customers, since before the process was only through email what sometimes caused it not to be efficient, that is, the emails were not read at the time or were not sent effectively and other inconveniences that made the communication not as efficient as before.
What do you dislike about the product?
In my opinion, it seems to me that the tool is somewhat complex when you start using it, which causes a delay when you train a staff so that you can use it in your work activities, and we know that time is an aspect important for any organization, by which organizations are in need of finding productive and efficient tools when implementing them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk in different departments of the organization as a means of communication, which allows us to meet the needs of our customers, that is, through this tool we always keep in touch with the client to respond to their concerns or doubts they present about our products or campaigns, we keep communicated by email, social networks, telephone or chat. And so to respond to your requests as soon as possible. Not only do we use the tool to contact customers but we also use it with team members within the same company to give our point of view of the projects that they want to carry out.
Recommendations to others considering the product:
It is a tool with suitable functions for all types of companies, that is, communication is important in every organization, which is why Freshdesk is ideal because through it you can maintain communication both externally and internally. Therefore, every organization could incorporate it into its activities either to communicate with members of a team within the organization or with customers and suppliers outside the organization. Freshdesk offers you effective and productive results through an excellent communication flow.
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