Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great helpdesk
What do you like best about the product?
Freshdesk is a user friendly platform that allows us to keep all our knowledge and tickets in order.
What do you dislike about the product?
Nothing - all works fine for our requirements
What problems is the product solving and how is that benefiting you?
Hosts training materials and guides for users that save us having to repeat messages - simply send a link
Love the product and the support team is awesome and knowledgable.
What do you like best about the product?
Managing support tickets and queries coming in daily has never been so easy. Also reporting and analytics is a must for any support team manager. The graphs are designed in a way that it is easy to read and set up.
What do you dislike about the product?
I think there should be more automation processes and easier ways to set up different ticket types that require specific information. Maybe also bring in some kind of BOT assistance in the raising of a ticket :)
What problems is the product solving and how is that benefiting you?
The management of critical challenges that needs to be addressed sooner than later and making sure our customers are always up to date with the status of their challenge - they feel special.
Excellent help desk software for growing businesses
What do you like best about the product?
Comes with a handy mobile app for those who are on the move. As the main product person, support needs help here and there, having mobile access is a big advantage for us
What do you dislike about the product?
Integrations with third party tools like slack could be improved (applies to Freshsales as well)
What problems is the product solving and how is that benefiting you?
Customer support and help desk
A must have ticketing management tool
What do you like best about the product?
Easy to use. Good UI/UX. Writing automation for processes is not very difficult. A non technical person can do it.
What do you dislike about the product?
Social Media support needs to be enhanced. Faced lot of issues when Twitter stopped free API support.
What problems is the product solving and how is that benefiting you?
We never had a ticket management system. Freshdesk solved 95% of the gaps at that level. We are now more productive and monitoring of queries is much efficient basis the reports.
One of the best support ticketing tool
What do you like best about the product?
The insights which freshdesk provides for the tickets
What do you dislike about the product?
The analytics dashboard takes time to update the latest data
What problems is the product solving and how is that benefiting you?
Freshdesk is solving the problem with creating that tickets and giving the insights out of it in a grouped manner.
Exactly what we need for our support desk
What do you like best about the product?
The ticket management with customisable fields and automation is excellent
What do you dislike about the product?
Changing the domain name of our primary product has been a bit of a hassle.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us to manage support requests and maintain customer support relationships. Putting solution articles immediately in front of customers can reduce our support time in re-typing the same answers.
Fresh desk review
What do you like best about the product?
The most helpful thing I found about freshdesk is how their ticketing system makes everything easy to manage and keeps everything on track. very useful
What do you dislike about the product?
The freddy Ai is not available in french and it needs some updates to make it more useful and accurate.
What problems is the product solving and how is that benefiting you?
freshdesk helps solving the customer is facing asap with the resolution due time. it helps to follow and set the time frame needed to resolve the issue.
There's a bit of a learning curve, and some things are not intuitive in terms of managing KPIs
What do you like best about the product?
I like how much control I have over ticket management, and the flexibility of merging and correcting tickets after each action
What do you dislike about the product?
There are some frustrating repeated processes - for instance, when making or receiving a call, to attach it to a ticket involves clicking through multiple dropdown menus before it lets you type the ticket number. If you type it with the wrong dropdown selected, and then change the dropdown, it deletes what you typed. During these critical moments when a call is coming in, or before a customer picks up an outgoing call, it makes a big difference to streamline these processes.
What problems is the product solving and how is that benefiting you?
Freshdesk enables our teams to collaborate and provide a unified, personalized customer service experience
Best feature - Freddy
What do you like best about the product?
At this moment, I feel the best feature is Freddy. Email writing has become very easy task now.
What do you dislike about the product?
More filter options should be there. Currently, we don't have enough filter options.
What problems is the product solving and how is that benefiting you?
Everything is organized now and I can easily check all the tickets assigned to my team and manage them
Comprehensive Ticketing and Client Communication System
What do you like best about the product?
I utilize the canned templating features often to provide quick responses to clients. I really appreciate the ability to share links to solutions easily while responding. The platform is intuitive and organized.
What do you dislike about the product?
As a non-admin user, you are limited to very basic platform usage. It would be nice to have the ability to customize your own dashboards as a basic level user.
What problems is the product solving and how is that benefiting you?
FreshDesk allows me to remain in communication with clients, leave internal notes, easily and quickly share resources and solutions, and stay organized while supporting client needs.
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