Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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External reviews are not included in the AWS star rating for the product.
Brilliant solution for ticket management across a global organization
What do you like best about the product?
- Tickets can be assigned/received across the organization but also customized with a workflow to pivot into the correct capabilities and teams
- Feedback is well documented on each ticket - it also sends an email as a reference
- Multiple team members can have transparency and visibility into specific tickets
- Easy to use
- Feedback is well documented on each ticket - it also sends an email as a reference
- Multiple team members can have transparency and visibility into specific tickets
- Easy to use
What do you dislike about the product?
- Reporting can be improved
- Potentially could be costly to smaller organisations
- Potentially could be costly to smaller organisations
What problems is the product solving and how is that benefiting you?
- It solves help desk and ticketing across the organization
- Projects and all types of work are well documented across the organization which allows effectiveness and efficiency
- Projects and all types of work are well documented across the organization which allows effectiveness and efficiency
Great ticketing tool! cool desk.
What do you like best about the product?
Ticket categorization/tagging.
Automation of scenarios/responses.
Management of service level agreements.
Workflow configuration.
Text format.
Contact details update.
Automation of scenarios/responses.
Management of service level agreements.
Workflow configuration.
Text format.
Contact details update.
What do you dislike about the product?
Creating new contacts is a bit tedious.
linking tickets to each other is not very intuitive.
linking tickets to each other is not very intuitive.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage the customer database in terms of their queries and solutions.
Setting up quick automations in the user interface, without the need for technical elements.
Assign tickets to multiple teams and track the entire ticket journey to see where the issue is stuck.
Setting up quick automations in the user interface, without the need for technical elements.
Assign tickets to multiple teams and track the entire ticket journey to see where the issue is stuck.
Good for support activity
What do you like best about the product?
Very good application there are multiple reports which will help you to monitor or check your team efforts progress on various issue tracking plus what type of issue are coming with how much time it is taking to resolved. Such type of advance analytical reports will help your organization.
What do you dislike about the product?
It is little complex initially you will need basic training to get hands on it.
What problems is the product solving and how is that benefiting you?
Majority of our application support work tracking analysis is solved by this application.
Great product for support team
What do you like best about the product?
There are lots of configuration options and statuses, that can be tagged or mapped to an issue or a group of issues.
What do you dislike about the product?
It is hard to integrate it with other systems, not easily combined.
What problems is the product solving and how is that benefiting you?
Keeping track of incoming calls, tasks, action items and team's capacity to handle requests
Customer Support made simple
What do you like best about the product?
FreshDesk is easy to use and has many great tips and tricks. The online resource library is good, but the Helpchat function and support team are great. it integrates easily with FreshChat and FreshSales so we have a holistic view of client interactions
What do you dislike about the product?
There are so many things you can do with FreshDesk that sometimes we have to think about where to find the specific functionality, but the search bar helps solve that problem
What problems is the product solving and how is that benefiting you?
Our product has lots of functionality, and we want to make it easy for our customers to find information on how to use it. The solutions are easy to put together and publish, and we can update any time we have a new client question to respond to. We can even add screen shots, documents and video links to make it easy for our clients.
Freshdesk not as Dynamic and Intercom
What do you like best about the product?
Freshdesk was helpful from a triaging perspective. It allowed us to funnel tickets to a central repository and to categories them as needed. The user interface was also pretty user-friendly.
What do you dislike about the product?
Freshdesk was helpful from a triaging perspective, but never gave us the scale we need to support clients where they were (i.e. in our application and on the go).
What problems is the product solving and how is that benefiting you?
We were using Freshdesk to manage incoming tickets and support requests. Everything from issues with clients to issues with vendors. All of these came through Freshdesk.
Quick and easy access to support
What do you like best about the product?
I love how quickly I am helped when I need to submit a support ticket. I never have to wait more than a few minutes before my inquiry is responded to or resolved.
What do you dislike about the product?
I cannot say there is anything I dislike. It was tricky to get started but now that I have used it a few times, it's easy to use.
What problems is the product solving and how is that benefiting you?
Can't think of any problems that need to be addressed
best for customer support teams
What do you like best about the product?
-interface
- flexibility the tool offers
- feature set
- flexibility the tool offers
- feature set
What do you dislike about the product?
Pricing can be a bit of a challenge for small companies.
What problems is the product solving and how is that benefiting you?
able to provide top-notch customer support
Great for employees to open tickets
What do you like best about the product?
App makes it easy to track maintenance tickets for our employees
What do you dislike about the product?
Features for 2FA seem a bit overdone, apparently these cannot be turned off
What problems is the product solving and how is that benefiting you?
Making it easy for employees to enter maintenance tickets for repairs on machinery
Okay tool for CS and CRM
What do you like best about the product?
Freshdesk allows seamless integration with their other products like Freshchat (for live chat) and OmniChannel (for voice, sms, etc.) Freshdesk also offers canned responses which makes it easier for users to compose messages that are repetitive
What do you dislike about the product?
The platform itself is not that user-friendly and lacks detailed reports. A higher plan is required to avail of more detailed reports and trend analysis.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed me to fulfill my tasks as a Customer Success Manager by connecting to our users and implementing targeted campaigns based on the browsing behavior of our visitors.
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