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.
Great service, as usual
What do you like best about the product?
The prompt response is always my favorite thing about working with the Freshdesk support team.
What do you dislike about the product?
If I have to pick something, it would be that the features I was hoping for still aren't in Mint yet. However, I understand that Mint is still in "beta" and/or still being worked on. I'm confident that everything I'd like the software to do will come in time, so this isn't much of a negative.
What problems is the product solving and how is that benefiting you?
We do a lot of back and forth while working with our customers. Freshdesk really helps us organize the requests, and make sure they get to the appropriate people. The tickets sorting features (priority and last modified) have immensely helped us make sure we keep a very quick response time, and our customers appreciate that.
Great application, great support and ease of use
What do you like best about the product?
The application is very intuitive and has lots of automation possibilities. It is really improving our support experience.
What do you dislike about the product?
Although you might find lots of tutorials and helpful videos, there are some features that lack information.
What problems is the product solving and how is that benefiting you?
Professional support platform. Great response time and ticketing visibility. Lots of automation options that decrease our response times and help manage and align the team.
Recommendations to others considering the product:
Look for the videos on how to setup and understand the Observer, Supervisor and Dispatch'r features. This could really improve the way you implement and could help you create Scenarios before getting to configure the application.
Easy to use helpdesk
What do you like best about the product?
Easy to use and not expensive. Setup was straight forward.
What do you dislike about the product?
I have not found any features we dislike.
What problems is the product solving and how is that benefiting you?
Reducing cost of helpdesk solution. Easy to dispatch tickets to correct people automatically.
IT analyst
What do you like best about the product?
Very simple and logical interface provides great functionality for customer support. Also from mobile devices, you can get a quick overview of the service with access to all applications with filtering and notifications. Freshdesk allows you to change priorities, agents, statuses and other parameters, automates routine activities, blocks spam and can help your call center. We tested several another systems before and their settings were combined with other rules of processing applications. Here they have a separate section, and the option is divided into notifications to the agent, the client, etc. Everything is much more detailed here.
What do you dislike about the product?
The system is flexible in usual helpdesk cases but very restricted in case your scenario is a bit different from the standard. There is no way to create a ticket for a customer and send a notification with a ticket number. Only on behalf of the customer or as a regular email.
What problems is the product solving and how is that benefiting you?
We've been looking for a system that would allow us to work effectively with clients. It helps effectively process customer requests on all available channels (email, chat, Facebook and Twitter, just a phone, a website).
Easy to setup and service is surprisingly nimble even if on the free tier.
What do you like best about the product?
Easy database setup. Customer support is very good. Web interface on the document support site auto format for multiple platforms with little to now effort. This makes supporting PC's, Tablets and Smartphone's very easy.
What do you dislike about the product?
Wish I had better control of linked documents on the free tier. Occasion updates cause issues with the data we export into Excel. When the field orders changed, our Excel macros fails.
What problems is the product solving and how is that benefiting you?
Customer issues were being tracked on handwritten notepads before we started with FreshDesk. With FreshDesk we now have actual data to help us grow and improve our business.
New IT User
What do you like best about the product?
Simplicity and the intuitive. I am a new user coming from Autotask. I find the UI much easier to navigate.
What do you dislike about the product?
So far I have not found any issues. But will report if found as this will be my new helpdesk solution
What problems is the product solving and how is that benefiting you?
We are using this as our internal help desk.
Very responsive support
What do you like best about the product?
Even though it took a while to resolve the issue, the support person was always very quick to reply and offer suggestions.
What do you dislike about the product?
The issue took relatively long to solve.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to run our helpdesk system. This helps split things into different categories.
Always supportive!
What do you like best about the product?
The chat function with support, always ready to help out.
What do you dislike about the product?
that the reporting tool feels a bit cumbersome sometimes.
What problems is the product solving and how is that benefiting you?
Customer Service
Recommendations to others considering the product:
Very intuitive, great account managers helping you and knowledgeable support
Awesome tool, great support!
What do you like best about the product?
Freskdesk is very powerful, it provides a complete set of configuration options that makes it very versatile.
What do you dislike about the product?
There is no way to purchase individual features. If you want, for example, to customize the CSS of your helpdesk, you need to upgrade your entire account to a larger plan, and that means paying a fee for every support agent you have in the account.
What problems is the product solving and how is that benefiting you?
An efficient communication channel with our customers.
Good support, still require some tweaks on the new version
What do you like best about the product?
UI quite simple and quick response from their support team
What do you dislike about the product?
the edit mode for our own support is bit messy
What problems is the product solving and how is that benefiting you?
problems with our software, rfc, ... easy to track
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