Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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Great customer ticketing system
What do you like best about the product?
I like that the company is relatively new and works hard to make their customers happy, including trying to integrate new ideas. They have the ability include images in canned responses, and a cool campaign option in their chat.
What do you dislike about the product?
The cost is high. Also, the workflows/actions aren't built into the shortcuts/canned responses like on Zendesk, which makes it a little more difficult to use.
What problems is the product solving and how is that benefiting you?
Organizing all client communications into one area.
Very friendly support and easy to use software
What do you like best about the product?
We have just moved over to Freshdesk and have been loving the freedom you get with it. You can configure next to everything you would need.
What do you dislike about the product?
It did take a wile to set up and fully get going.
What problems is the product solving and how is that benefiting you?
Much easier for the Staff to log tickets and use the self service side of the site.It flows well for the users to be able to create new users and request Kit for uses.
Recommendations to others considering the product:
Get them to do a demo of the product and ask lots of questions. they were very helpful in building our site to our needs
Easy to Use and Intuitive
What do you like best about the product?
I like the ability to have a back and forth conversation of sorts and track the comments and notes
What do you dislike about the product?
For whatever reason I get two emails when a user inputs a ticket.
What problems is the product solving and how is that benefiting you?
Customer service/technology issues for a public school
User Friendly
What do you like best about the product?
Efficient, Nice interface, user friendly & gets the job done.
What do you dislike about the product?
There could be more features and options for the customer to utilize to get answers in different ways.
What problems is the product solving and how is that benefiting you?
involving both parties to resolve issues and get answers. connectivity to show concern for consumer.
Great helpdesk software
What do you like best about the product?
It is easy to setup, easy to teach to users and easy to manage. It is really one of the best helpdesk softwares.
What do you dislike about the product?
Some settings are a pain to get working correctly. The pricing can also be an issue for smaller companies.
What problems is the product solving and how is that benefiting you?
It can help with email routing and response follow up.
Recommendations to others considering the product:
Make sure you take your time setting up and contact support for any questions.
Very easy to set up and use
What do you like best about the product?
The interface is very nice and fluid, the navigation is simple, offers customization options, and different plans. The free plan is also great because it allows one to give the product a try before going with a paid license.
What do you dislike about the product?
The only thing I disliked was that the plans are a bit pricey. Other than that, I haven't found anything so far that I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk is used to track our IT problems and incidents and it allows us to effectively manage tickets. It allows us to organize tickets in a nice way as well.
Good for IT
What do you like best about the product?
Very simple to use. Clean UI and very user friendly.
What do you dislike about the product?
I don't really have a problem with it to be honest.
What problems is the product solving and how is that benefiting you?
With Freshdesk we can handle support requests in different facets of our company.
Nice tool to get your IT issues resolved
What do you like best about the product?
Interactive tool which helps users having IT issues to resolve it ASAP
What do you dislike about the product?
Waiting times could be a little more, due to which sometimes calls cannot get through
What problems is the product solving and how is that benefiting you?
Daily IT issues
Our Freshdesk experience
What do you like best about the product?
The very intuitive interface. Very easy to use and user oriented.
What do you dislike about the product?
Some lack of clear information on some specific topic and the (ab)use of Google tools or solutions.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to solve our software problem coming from our client. The use of Freshdesk has allowed us to structure and organise our Support.
Recommendations to others considering the product:
Give it a try.
Great user tinferace and ease of use
What do you like best about the product?
The platform allows you to very easily and efficiently program automated scripts/tasks in order to sort out dynamically, efficiently and rapidly all your tickets.
What do you dislike about the product?
The filtering system, although very wide, does nto let me filter by subject. The platform offers a high level of customisation but we had to create/bend the system a bit in order to fully create a dynamic sorting automatisation that could be bypassed by having a sorting filtering system for ticket subjects
What problems is the product solving and how is that benefiting you?
Be able to monitor client tickets as well as monitor platform generated notifications for monitoring purposes
Recommendations to others considering the product:
Freshdesk is a nice platform thet enabled us to boost our ticketing service. But as time went by, we felt the lack of live chat so we decided to look elsewhere (ZenDesk, HappyFox, TeamSupport, etc) and see if other products proposed more and better service. In the end, we stayed on Freshdesk since they proposed the best service we have seen and tested as well as all the features we desired (live chat for instance)
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