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.
Great Tool for collaborating with a full support team
What do you like best about the product?
The option to be able to automate responses for certain common support issues.
Being able to collaborate and bring in other team members to resolve tickets.
Great integrations with other apps.
Being able to collaborate and bring in other team members to resolve tickets.
Great integrations with other apps.
What do you dislike about the product?
None
There have recently been some technical issues, but this is the firs titme in about a year of use I have seen any issues like this.
There have recently been some technical issues, but this is the firs titme in about a year of use I have seen any issues like this.
What problems is the product solving and how is that benefiting you?
Organizing current client load and all related employees.
Keeping track support trends and bug with our own software.
Keeping track support trends and bug with our own software.
Superman (The Technical Lifesaver)
What do you like best about the product?
I like best the use of the ticketing system which allows all of our team members to keep track of various projects and various tasks that need to be completed on a day to day basis.
What do you dislike about the product?
I dislike the amount of space it allows for images and videos to be attached to resonses and to solutions.
What problems is the product solving and how is that benefiting you?
It helps us to keep with our different restaurants and their needs.
It allows us to prepare for future team members to be able to train properly and effectively.
It allows us to prepare for future team members to be able to train properly and effectively.
Recommendations to others considering the product:
Be sure to understand all of the functions of this prodcut as it can be very beneficial to growth and development of all of the team members who uses the platform. It allows you to be able to track ticket with your various customers. It allows you create documentation that can be used as quick answers for any emails that come in to your team. You are also able to customize how your response emails read to your customers by editing it all within the settings.
This platform can help you save time and be very organized throught any day to day operations.
I encourage anyone to use this platform or a platform that is developed by freshdesk to be able to succeed and go above and beyond the call of duty.
This platform can help you save time and be very organized throught any day to day operations.
I encourage anyone to use this platform or a platform that is developed by freshdesk to be able to succeed and go above and beyond the call of duty.
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!
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