Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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External reviews are not included in the AWS star rating for the product.
Support made easy!
What do you like best about the product?
Automatic ticket handling and ability to assign tickets to groups.
What do you dislike about the product?
No built-in RMA process. No ability to collaborate on tickets at our service level.
What problems is the product solving and how is that benefiting you?
Tracking support tickets and replies. We’ve experienced much improved support!
Keeps me organized
What do you like best about the product?
I like that all tickets into freshdesk are easy to keep track of and assign to other users for completion.
What do you dislike about the product?
I dislike that there aren’t more options for sharing uploaded ticket items to users without a freshdedk login.
What problems is the product solving and how is that benefiting you?
More timely customer service response.
Free Version Review
What do you like best about the product?
Freshdesk has taken our IT level support to the next level, we were doing well before Freskdesk but after the implementation we are able to keep track of tickets and get issues resolved on time. The best part is that with the free version, I got everything and more than I wanted without having to pay a tech firm to build it.
What do you dislike about the product?
The new interface is a little bit more difficult to view. The design is modern but the color scheme and inability to edit the fonts takes a toll on my vision.
What problems is the product solving and how is that benefiting you?
IT support has been streamlined. We have a single place for solutions and tickets which makes the endless searches disappear.
Recommendations to others considering the product:
Test out the free version and upgrade; unless you’re looking for specific reporting features the free version is excellent!
Great for solving problems
What do you like best about the product?
This is an easy to use software! The help it provides to my clients of my company has improved our internal customer service. It is an excellent option to manage the customer service for us.
What do you dislike about the product?
It is a bit basic on functions compared to similar apps
What problems is the product solving and how is that benefiting you?
We were looking for a customer service application to help with tickets. We loved the price.
Recommendations to others considering the product:
It is very basic, which helps in implementation.
Fair Price Point, Intuitive Design
What do you like best about the product?
The design is smooth and appealing. Managing tickets can be done with tons of automation, and it can be set up for free.
What do you dislike about the product?
Mobile app updates will occasionally break functionality, and app notifications on mobile are a cluttered mess. For example, clicking the notification doesn't clear it within the app, so you get a flood of notifications that have to be cleared by marking them within the app.
What problems is the product solving and how is that benefiting you?
Using FreshDesk has given us a robust and modern ticketing system with the lowest possible cost. Having automation built-in has streamlined our processes.
Good Support Software that helps prioritise your work effectively
What do you like best about the product?
Getting an overview on what other people are working on. You can view the status of a request. One can share a workload. Merging of tickets also helps keep all your correspondence in one quick reference. Stats one can pull to get a holistic team view on what work is outstanding, who seems to be carrying too much workload
What do you dislike about the product?
The biggest letdown is the pricing. They should offer a better pricing.
What problems is the product solving and how is that benefiting you?
We've used Freshdesk for about year for all our help desk tickets. It works great for our small team.
Freshdesk
What do you like best about the product?
We moved from Zendesk to Freshdesk, the company i work for loves it. Freshdesk ticketing system is very fluid and easy to use. I like the fields and tags you can add on to help add the appropriate people on to the tickets.
What do you dislike about the product?
What I dislike the most is the ticket notification system it can be a bit overbearing. I know this comes down to the actual parameters setup but I wish there was a way for it realize when someone is already assigned a ticket and not to double notify.
What problems is the product solving and how is that benefiting you?
We use freshdesk to track productivity and help assign tasks to the appropriate people. The benefits of Freshdesk allow our support team to effectively do their jobs and it allows for tasks to be tractable and people held accountable for their work.
Freshdesk Review
What do you like best about the product?
It's very easy to manage. I use it whenever I need help with a technical issue or anything schedule related. The process is very simple so it never takes up much of my time.
What do you dislike about the product?
I honestly can't say I dislike anything about Freshdesk. I use it for very specific purposes and have never had an issue.
What problems is the product solving and how is that benefiting you?
Whenever there's a technical issue, submitting a ticket via Freshdesk helps to solve that issue so I can get back to doing work and being productive.
Great for multi-product teams!
What do you like best about the product?
I've evaluated almost all of the primary help desk tools and Freshdesk is the only one that really has an affordable rate for multi-product teams (especially when you're handling tickets via email, which ensures that tickets are filtered accordingly to product, versus "team name" - ticket name - ticket number; instead, you see product name - ticket name - ticket number or however else you'd configure it). Freshdesk is deeply invested in having their staff ensure you succeed, so everything from price to configuration functionality to feature set is all within range. They will also go the extra mile to ensure that you get help even if some of the product scope is outside what they support (e.g. development for the layout of the product, using CSS). It's by far my favorite solution.
What do you dislike about the product?
Its team is almost exclusively abroad which can sometimes mean miscommunications or difficulty in reaching support. They do try to eliminate a lot of friction in this realm, and mostly have succeeded, but it can be at times a bottleneck to getting things to work.
What problems is the product solving and how is that benefiting you?
I have used Freshdesk in a number of capacities, but I have found Freshdesk best when I manage multiple products under a single brand name (e.g. BrandA manages ProductB, ProductC, and ProductD). Unlike Zendesk which requires a high level subscription for this type of product support and some of the smaller brands which do not even support this kind of product offering, Freshdesk does -- and does it very well. Customization is highly encouraged and you really can create a superior product offering.
very user friendly
What do you like best about the product?
It's easy to use and set up. Even as a none-tech person I was not confused by the interface and environnment. It has the functionality we need.
What do you dislike about the product?
We had to stop using it because it's expensive. Now we're using another service, but I liked Freshervice better!
What problems is the product solving and how is that benefiting you?
Ticketing system and followup mostly
Recommendations to others considering the product:
A great tool if you can afford it.
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