Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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System integration query
What do you like best about the product?
Very prompt response from a person who knew what they were talking about.
What do you dislike about the product?
Nothing.(This field should allow responses of less than 40 characters).
What problems is the product solving and how is that benefiting you?
Issue ticketing / tracking and client support.
Quick access to key settings
What do you like best about the product?
The layout is pretty user friendly and the editing process is done well.
What do you dislike about the product?
Learning where all the useful tools are for editing key components is not as user-friendly as expected. There should be quick add options next to the creation of canned answers and knowledge based Q/A not to have to waste time going through all the options. The formating should be changed to make it easier to transfer Q/A from knowledge base to canned answers as this wasted a whole day of my time.
What problems is the product solving and how is that benefiting you?
Our support system was built on Freshdesk and so far, for companies that have a small team and, the only major drawback is the mobile app. It should look more like the online version as the options available on app make it a bit useless.
Fast response.
What do you like best about the product?
Got quick response that help me solve my issue quickly.
What do you dislike about the product?
Nothing I dislike about FreshDesk product
What problems is the product solving and how is that benefiting you?
Interface with Zapier.
I can not automate my ticket process.
I can not automate my ticket process.
Good Helpdesk software
What do you like best about the product?
The Variety in customization and the variety of features on offer.
What do you dislike about the product?
Pricing on the higher side for the Indian market
What problems is the product solving and how is that benefiting you?
Improved efficiency of Agents, better categorization of tickets.
Great Product
What do you like best about the product?
Freshdesk is very easy to use, being web based it's always up to date and it ticks off all my compliance needs.
What do you dislike about the product?
There isn't much not to dislike. It would be good if SLAs we a bit more flexible.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to track IT and Maintenance jobs, it keeps all these jobs in the one location and easily allows us to add notes, communicate with the involved staff and reminds us when jobs are due by.
Overall, FD has been a pretty positive experience.
What do you like best about the product?
The core functionality has definitely helped our team better organize our support emails and run a tidier, more efficient ship. I especially like the Dispatch'r, Supervisor, and Observer tools.
What do you dislike about the product?
There are many quirks and kinks to work out. Nothing is major, but these small cuts do start to add up. I find the view settings to be unnecessarily restrictive on the tickets module whether in card or table view. Why can't timestamps be a column in table view? In addition, the email composition fields suffer from imaginary blocking where canned responses, copied content, and signatures combine. This can be frustrating.
What problems is the product solving and how is that benefiting you?
Having to deal with increasing email volume, we could no longer rely on Outlook alone. Enter Fresk Desk. This problem was quickly resolved. In addition, there is full accountability, show activity logs, powerful filtering tools, the easily accessible discuss forum, dynamic canned responses and knowledge base. These tools have combined to streamline our workflow and help us provide better and timelier responses to clients. We are still exploring the analytics made possible by tagging and what integrations have to offer.
Simple Straight Forward Support Software
What do you like best about the product?
I like the UI. It's easy to navigate, not to mention their API integreation with Pivotal option. It makes my job as support so much easier to turn a trouble ticket over to development in just a few simple clicks.
What do you dislike about the product?
I do wish that I could add existing Pivotal stories to user tickets under Pivotal Tracker (instead of dropping a private note with a link). Sometimes we have multiple tickets with the same problem and have one story, but the only option is to create a new story.
What problems is the product solving and how is that benefiting you?
Customer support issues. They can either create a ticket through a link or email our support address directly to create a new ticket. It's easy to follow the history of a ticket or user and look at common problems with tag features.
Recommendations to others considering the product:
I would definitely recommending trying it out to see if it works for youur buisness.
Makes work easier
What do you like best about the product?
How well the app is organized and information is displayed
What do you dislike about the product?
Cursor placement on a new email is at the end of the email instead of the beginning
What problems is the product solving and how is that benefiting you?
Email answering
FreshDesk stays Fresh in your head
What do you like best about the product?
The ease of use with most of the functionality, easily able to setup notifications when a customer has submitted, responded to a ticket.
What do you dislike about the product?
There are a few items in getting setup with that take some time, I have used freshdesk before just as a support agent and now i am using it as an admin before. Thought it should be a bit more simpler than that.
What problems is the product solving and how is that benefiting you?
I'm using it to help users understand how to use our product, troubleshoot minor issues.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
Recommendations to others considering the product:
If you have this product setup right, and with the right apps you can go ahead and use this to its full potential.
Mostly good, some frustration does occur though
What do you like best about the product?
I like that support is quite timely, and very responsive. When I have issues they are handled within the hour, which is very satisfying.
What do you dislike about the product?
There are issues which have been raised with the service which do not receive attention until they become business priorities; I was reviewing an issue opened in 2011, regarding erasing a contact and their communiques with a Freshdesk customer which was not handled by support until this year. I imagine this was because GDPR escalated this from being a customer concern to being a legal requirement, but all the same, if I had opened this ticket I would have been quite dissatisfied for the last 7 years.
What problems is the product solving and how is that benefiting you?
Customer support and solution record keeping.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
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