Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Good experience
What do you like best about the product?
Is an easy to use platforms, it also gives access to and API.
What do you dislike about the product?
They should improve their API documentation, it lacks of some information.
What problems is the product solving and how is that benefiting you?
Basically, create a better communication with our clients
Recommendations to others considering the product:
They should improve their API documentation.
Efficient Helpdesk Support
What do you like best about the product?
Freskdesk makes it easy to assign tickets.
What do you dislike about the product?
I most dislike that closed tickets are archived after 160 days.
What problems is the product solving and how is that benefiting you?
We regularly refer back to and must re-open closed tickets., but we can't re-open archived tickets. Instead of closing tickets, we can resolve them so that they never archive.
Esteban Jimenez - GEP review
What do you like best about the product?
The way as admin I can manipulate the configuration and adapt my needs in the tool.
What do you dislike about the product?
The display sometimes is not too friendly as well as the navigation menu to find a feature.
What problems is the product solving and how is that benefiting you?
Technical support, and projects tracking. Tracking SLAs and savings.
Simple to use and feature rich
What do you like best about the product?
Freshdesk offers a feature rich yet simple to use solution. What I value the most is their great support (Thanks Abinaya R)
What do you dislike about the product?
Multi-language could be better, namely regarding ticket fields
What problems is the product solving and how is that benefiting you?
Integrated support for chat, email, weforms; visibility over customer's cases
Fast and friendly customer experience staff
What do you like best about the product?
Over the past few days I've had a few issues understading and implementing some Freshdesk features, however each time I needed to solve something the support team was more than helpfull.
What do you dislike about the product?
There are still a few technical issues left in the Freshdesk environment that I wasn't able to solve, even with the support provided so far.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to offer our customers the best experience possible. Now we want to upgrade this and the features implemented in last two years sound like they can do the trick for us.
My Experience using Freshdesk
What do you like best about the product?
Amazing support team...
Reporting tools...
Reporting tools...
What do you dislike about the product?
Some features not available - already shared with them
What problems is the product solving and how is that benefiting you?
Customer contact - Email.
Recommendations to others considering the product:
Good Product - but additional features can be added
Warranty Processing, Inc.
What do you like best about the product?
Simple interface, helpful tips for customer service, good customer service themselves!
What do you dislike about the product?
The recent interface update was confusing to some of my coworkers, but they got used to it.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for Customer Service and Information Technology. I work in Customer Service and I like that it does not allow me to forget about a customer's concern. Unless I have solved their issue, the ticket continues to remind me to help them. I also like the ability to add private notes and forward the ticket to other employees within the company that might need to help me with it.
Recommendations to others considering the product:
Use teamwork. Forward the ticket to other people who might help you with your tickets. If the customer's request isn't perfectly clear, reply immediately and ask for clarity.
The problem was technically unsolvable, but support was quick to reply and helpful
What do you like best about the product?
support was quick to reply and knowledgable
What do you dislike about the product?
The system does not have the feature required to solve the issue.
What problems is the product solving and how is that benefiting you?
Having 2 remote login urls point to the same support portal.
Recommendations to others considering the product:
Evaulate your use case to see if FD is the right solution for you. It is definitely not as rich feature wise as other competitors as ZenDesk.
Very good service
What do you like best about the product?
It is easier to setup and start, even to small companies.
What do you dislike about the product?
The features of each service level (blossom, etc.) are a bit confusing.
What problems is the product solving and how is that benefiting you?
Currently all my support effort depends on Freshdesk. Everything in one place.
FreshDesk is a pleasure to use with easy to understand features
What do you like best about the product?
The ability for users to log onto the FreshDesk portal and log their own tickets saves both time and money from a business perspective.
The ability for users to look at client specific documentation through the portal is another great feature as the use of "self help" documentation is essential and time saving within our industry.
The ability for users to look at client specific documentation through the portal is another great feature as the use of "self help" documentation is essential and time saving within our industry.
What do you dislike about the product?
If an automated ticket gets sent out to another automated ticketing system, the loop is continuous and keeps on creating ticket after ticket until we disabled the "send automated response" temporarily.
What problems is the product solving and how is that benefiting you?
We generally use FreshDesk to keep track of support issues over two of our products, the FreshDesk interface helps us differentiate between the two products and assign tickets to relevant users in accordance to the product they support. this stops our support team from crossing wires and supporting the "wrong" product.
Recommendations to others considering the product:
Definitely sign up and use this software.
With automated responses, ticket tracking times, ticket customisations and ticket reports, this software will help companies to keep a grip on their Support Teams and the way in which they handle support calls.
With automated responses, ticket tracking times, ticket customisations and ticket reports, this software will help companies to keep a grip on their Support Teams and the way in which they handle support calls.
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