Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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Fresh Approach to Help Desk Management!
What do you like best about the product?
Freshdesk helps our support and help desk have all communications channels they need to offer consistent top notch support for our clients and help desk for our company staff!
What do you dislike about the product?
Has it limitations like interfacing with FaceBook and here are some others items:
- the dashboard has no live refresh feature
- the portal pages are outdated
- some Add-ons don't work like the one that is suppose to work with Slack
- the dashboard has no live refresh feature
- the portal pages are outdated
- some Add-ons don't work like the one that is suppose to work with Slack
What problems is the product solving and how is that benefiting you?
Powered us from middle of the road to top notch support and helpdesk in a short time span...thanks FreshDesk
Recommendations to others considering the product:
I recommend that you should investigate all the alternatives before deciding on the helpdesk solution you will purchase and deploy. Make sure it works well and meets all of your requirements.
Great software with fair pricing tiers and good bang for your buck
What do you like best about the product?
Easily accessible historical tickets, robust reporting, easy import and export. Customer service is good. Pricing is reasonable. Easy to set up and admin, very nice look/feel and performance.
What do you dislike about the product?
Some of the setup is a bit complicated. Could be due to our use of single sign-on but while it is supported it can be a hassle to set up. I also don't much care for the forced change to a new theme, change for changes sake is not something I want in an enterprise software.
What problems is the product solving and how is that benefiting you?
Primary ticket management, job intake and time tracking on incidents. Reporting on workloads. A central knowledge base for customers.
Recommendations to others considering the product:
Freshdesk offers nearly the same benefits as the other main competitors but does it for less without slacking on support or other features.
Awesome front desk automation for any IT business
What do you like best about the product?
It helps automate, organize, and manage all our incoming emails. It has a really nice UI and filter features for the incoming emails too. It works great for small and medium businesses.
What do you dislike about the product?
It is a little confusing to get started with at first. Our business does have a wiki that we use for new user documentation though so that helped.
What problems is the product solving and how is that benefiting you?
We solve all our overwhelming email needs with this software. All front staff employees are able to respond to the same emails and have their email chains saved. Awesome tool!
Recommendations to others considering the product:
If you don't have an email solution for your business look into freshdesk it is great!
Freshdesk experience
What do you like best about the product?
The interface is pretty clean and user-fiendly so a team can be set up and ready to go in a short time.
What do you dislike about the product?
The customers' database does not update in real-time, therefore tickets for new customers are unlikely to be opened on the fly since the process takes a couple of minutes.
What problems is the product solving and how is that benefiting you?
Our business is mainly focused on technical support for a VoIP service we provide.
Great product for small business
What do you like best about the product?
The ease of use and ability to white label everything. After a lot of research, I found this was a great solution for my needs.
What do you dislike about the product?
The app is glitchy at times but things are improving quite quickly within the app.
What problems is the product solving and how is that benefiting you?
The ability to track issues and keep a track of it all was huge. Also having a central point for all of our clients was a big plus. Having data at my fingertips has been a great benefit.
Cheaper and simple soft for HelpDesk
What do you like best about the product?
It has a free versión, dont need to install anything, and the client can send request by email if they want. You can use the color of your company and logo too.
What do you dislike about the product?
The Mint interface dont work very well with Internet Explorer 11 and Microsoft Edge. It is not fast to change from a page to another.
What problems is the product solving and how is that benefiting you?
I attend all problem about a main software of my company.
Recommendations to others considering the product:
For small company (50 people or less) I recomend this soft to start as a simple HelpDesk software.
Freshdesk is a good entry choice
What do you like best about the product?
UI is easily comprehensible for the most part.
What do you dislike about the product?
Lack of configurability, nickel and diming price setup for extra features.
What problems is the product solving and how is that benefiting you?
We only utilize the helpdesk portion and it does the job well.
Quick, clean, and easy to use
What do you like best about the product?
My absolute favorite features are the number of keyboard shortcuts within Freshdesk along with being able to embed inline images.
One of the hardest things to find with a good helpdesk software is the ability to copy and paste inline images into a ticket reply from the clipboard - it speeds up support drastically and makes for a better experience with your customer.
One of the hardest things to find with a good helpdesk software is the ability to copy and paste inline images into a ticket reply from the clipboard - it speeds up support drastically and makes for a better experience with your customer.
What do you dislike about the product?
I wish the Company and Contact management was a little more powerful and easier to use. Right now it is a little bit limited with how you create/link people together.
I also wish that it was possible to do a CSV Import of tickets to help with bringing everything over from another system.
I also wish that it was possible to do a CSV Import of tickets to help with bringing everything over from another system.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us easier management of our customer issues and problems. Our old system didn't have many features and it was much slower to work with.
The email to case function works very well and doesn't often duplicate tickets (which was an issue with our old system). The mobile app also works very well and allows support on the go without being too hard to work with or utilize.
The email to case function works very well and doesn't often duplicate tickets (which was an issue with our old system). The mobile app also works very well and allows support on the go without being too hard to work with or utilize.
Recommendations to others considering the product:
Lots of features for a reasonable price!
Organizational Dream
What do you like best about the product?
Easily manages thousands of customer requests with organizational excellent and satisfying aesthetics. Even the most overwhelming number of customer requests is easily managed with Freshdesk.
What do you dislike about the product?
There are small design flaws that interfere with the work flow. For instance, the 'ticket updated' notification blocks the total ticket fou nd for several seconds. Even so, I trust this will be an issue set to revoked in the near future.
What problems is the product solving and how is that benefiting you?
I help ministries all over the world further the gospel by providing cutting-edge technology and excellent customer service. I find it easy to keep track of every request, from the most knowledgeable to those in need of a little extra guidance.
A reliable CRM solution that gets the job done
What do you like best about the product?
The system is clean and easy to manage from a UX perspective and while there are still some bugs, the new Mint version enhances this even further.
What do you dislike about the product?
While the software does a good of of managing individual cases, it does not offer much in regards to tying separate cases from separate sources into single account entities.
What problems is the product solving and how is that benefiting you?
We are currently using Freshdesk as our support case manager/chat software for communicating with our member base and ensuring that support issues are resolved.
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