Freshdesk
Freshworks Inc.External reviews
3,516 reviews
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External reviews are not included in the AWS star rating for the product.
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
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 in Freshdesk are easy to track 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 freshdesk login.
What problems is the product solving and how is that benefiting you?
Provide a more timely response to customer service inquiries.
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.
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