Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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FreshDesk
What do you like best about the product?
Agility. FreshDesk allows multiple teams easily setup with customized workflows.
Easy way to merge and split cases.
Ability to template responses
Knowledge base capability
Easy way to merge and split cases.
Ability to template responses
Knowledge base capability
What do you dislike about the product?
If an email sent to 2 teams on fresh desk, it creates only 1 case and assigns it to a random team.
Service interruption are more frequent than desired.
Service interruption are more frequent than desired.
What problems is the product solving and how is that benefiting you?
Help Desk and other support groups organize their work and tasks and channel them properly.
Review of Freshdesk
What do you like best about the product?
Ease of managing tickets and hardware. Easy to navigate and clean design.
What do you dislike about the product?
Wish there were more reporting tools. There is a fair amount of reports though, but we don't use all of them.
What problems is the product solving and how is that benefiting you?
Makes managing customers easier with ticket system. Helps us keep track of tickets more efficiently.
Great But need Improvements
What do you like best about the product?
* Free for up to three users
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
What do you dislike about the product?
* its Android app made me enter the full name "Company Name".freshdesk.com instead of "Company Name"to log in;
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
What problems is the product solving and how is that benefiting you?
we mainly used to solve all related customers tickets and inquiries
Recommendations to others considering the product:
I would mainly recommend it to everyone I know over a lot of alternatives, it is really easy to use and get the hang of it and almost always gets the job done
It is easy to use
What do you like best about the product?
It is a well-integrated, easy to configure with a clean and simple interface software. It is intuitive and understands the needs of the user.
What do you dislike about the product?
I think that Freshdesk premium packages are expensive
What problems is the product solving and how is that benefiting you?
It is an integrated software with resources that allow to perform complex tasks in a simple and functional way. Provides assistance in the organization and tracking of tickets.
Recommendations to others considering the product:
I recommend Freshdesk because it is a useful tool that facilitates communication with customers in a simple and efficient way.
Fast and easy to use
What do you like best about the product?
It is simple and intuitive software with solid customer support.
What do you dislike about the product?
I have not complaints about the software.It works well
What problems is the product solving and how is that benefiting you?
It helps provide an accurate response to customer inquiries
Recommendations to others considering the product:
None
functional support ticketing system
What do you like best about the product?
customizable interface to view different types of tickets, includes an asset database, user-friendly interface for the end-user.
What do you dislike about the product?
no complaints. It does exactly what it supposed to do and does it well.
What problems is the product solving and how is that benefiting you?
support ticket organization
Worked Great for My Small CPG Business
What do you like best about the product?
Easy to setup, I am technical but this was super simple. It was easy to configure our accounts, tags and workflows.
We used this to manage incoming emails automatically, and our customer service team entered manual tickets for requests from shopify, amazon or facebook chat. With email integration we were able to redirect shopify and amazon emails to automatically generate tickets as well, however we waited until we were more familiar with the product before going this route.
We used this to manage incoming emails automatically, and our customer service team entered manual tickets for requests from shopify, amazon or facebook chat. With email integration we were able to redirect shopify and amazon emails to automatically generate tickets as well, however we waited until we were more familiar with the product before going this route.
What do you dislike about the product?
I could this scaling poorly, however with our small team it was perfect. Setup can take some effort, but we found there was good documentation available online so almost all of our challenges had been tacked in the past with helpful guides on how to solve.
What problems is the product solving and how is that benefiting you?
We used this to manage customer service requests coming in from email, amazon, Shopify and phone calls.
A great help desk solution
What do you like best about the product?
I love freshdesk for the ease of use and the very easy to understand user interface. Freshdesk combines exciting colors with intuitive navigation.
What do you dislike about the product?
The variety of options may be hard to understand at first for the new user. I have found that the tutorial videos offered by freshdesk are a very good solution for the new user.
What problems is the product solving and how is that benefiting you?
We had installed and used freshdesk in hopes to better understand the solution it offers as far as customer support is concerned.
Easy to Use
What do you like best about the product?
I like the reports that Freshdesk generates and the notes you can enter into tickets. It is intuitive to the point of being useful for our employees to use.
What do you dislike about the product?
The reports can only go back 3 months - I wish it were longer than that. Sometimes I forget to make reports for the month and don't realize that i've missed one until 6 months or so down the line.
What problems is the product solving and how is that benefiting you?
It helps keep all 3 helpdesk employees on the same page
Great tool for Ticket Management
What do you like best about the product?
The fact that you can connect other tools you already use to freshdesk for an easier update on tickets
What do you dislike about the product?
I currently use the free plan Sprout and it has limited access to some great features I like on the paid plans.
What problems is the product solving and how is that benefiting you?
Customer Complaint Tracking, Time resolution
Recommendations to others considering the product:
Great for Ticket Management and live chat, converts live chat conversation to tickets for better tracking and resolution
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