Freshdesk
Freshworks Inc.External reviews
3,456 reviews
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Inexpensive but Powerful Ticketing Platform
What do you like best about the product?
Inexpensive but Powerful Ticketing Platform
What do you dislike about the product?
I have to manually get some stats since some of the requirements we have can't be found in FD.
What problems is the product solving and how is that benefiting you?
Communicating with customers made easy with email, Live Chat and linked social networking sites.
Recommendations to others considering the product:
Getting all the email and ticket functionality you need does not need to be expensive.
Easy to use and have really good features
What do you like best about the product?
1) UI of the new freshdesk is really user friendly and has a light and fresh look
2) The customizable automation
3) Really responsive support team
2) The customizable automation
3) Really responsive support team
What do you dislike about the product?
Technical team took a lot of time to resolve the issues of Reply Editor on the New Freshdesk and never heard back from the Freshdesk Support team thus don't know if it is working fine or not thus using the Old UI of FD.
What problems is the product solving and how is that benefiting you?
Communication is the key to solve problems. Thus conversing on different tickets, merging and quoting tickets, adding watchers on ticket are some really helpful features which are generally lack in general emails boxes. Thus as we are growing and our customer base is growing, this is the best tool for managing all the conversations with customers.
Recommendations to others considering the product:
Quick and easy to use. Provides multiple ways to raise tickets. Allows you to customize to reflect your brand. Freshdesk is fairly easy to configure and full of useful customizable features and automation that will help manage and save time to assist your customers
Really good support platform, especially while working amongst multiple teams
What do you like best about the product?
The UI is pretty customisable and responsive. Furthermore, working between several support teams is really convenient.
What do you dislike about the product?
The platform offers extremely limited data reporting
What problems is the product solving and how is that benefiting you?
Providing support for our Marketing Intelligence platform. Freshdesk allows us to operate our entire support apparatus, internally and externally
Great helpdesk software that's simple to use
What do you like best about the product?
Easy to manage and use. Keeping clients informed of the progress of a ticket is simple.
What do you dislike about the product?
No way to assign time spent on a ticket.
What problems is the product solving and how is that benefiting you?
Allows us to manage support across many clients and at the end of the month, we can get a report of tickets per client for billing.
Easy to use
What do you like best about the product?
I love the automations options and every way to integrate with freshdesk. And I love freshdesk support team! They are amazing.
What do you dislike about the product?
There are some labels, e-mails and options there are only in english and are not accessible to change. The reports need some improvements and customization options.
What problems is the product solving and how is that benefiting you?
Answer and catalog customer e-mails in a lower time.
Automation is very useful. Managing the global team is also helpful and easy
What do you like best about the product?
Automation. Dispatchr, observr, supervisr
What do you dislike about the product?
Lack of more intelligence in automation.
What problems is the product solving and how is that benefiting you?
managing user tickets, consolidating support efforts
Good customer service
What do you like best about the product?
Anytime I have an issue they resolve it quickly.
What do you dislike about the product?
Slightly difficult to work with to customize for our use.
What problems is the product solving and how is that benefiting you?
We use to coordinate our customer tickets. It works very well for allowing them access to viewing the status of their tickets.
Great Freshdesk Service for our business
What do you like best about the product?
With Freshdesk, if I have a question I can either find a solution through their support portal or I can instant message someone anytime and I always am able to get an answer.
What do you dislike about the product?
I have not really had any issues that have not able to have been resolved.
What problems is the product solving and how is that benefiting you?
The support side of our product. So we can house the tutorial videos and HOW TO and FAQ's on freshdesk.
Recommendations to others considering the product:
We looked at various help desk tools and Freshdesk came highly recommended to us and I would recommend it.
Great support!
What do you like best about the product?
Overall responsiveness through the chat channel has been outstanding.
What do you dislike about the product?
Some of the report building functionality could be improved.
What problems is the product solving and how is that benefiting you?
Supporting a large network of retail locations through a single team. So far, we have gained 30% in team efficiency.
We needed a ticket platform with APIs to integrate with our own custom webapplication
What do you like best about the product?
The user interface is very easy and quick to learn to use, even the basic plan is feature rich enough to provide the core support functionalities, Plus, the Freshdesk APIs were available even for the free plan, and complete enough to let our applications register new bugs/incidents automatically without the user having to do anything
What do you dislike about the product?
We didn't fully try the top plans, so we're not able to make comparisons, but so far there are no issues to complain about
What problems is the product solving and how is that benefiting you?
Before Freshdesk, our end users had to write an email whenever an application error occurred, now the app itself creates incident tickets automatically, sparing us from having to go through long email conversations.
Now the customers are also able to see the status and progression of their reports directly onine and discuss further details in conversation inside the ticket
Now the customers are also able to see the status and progression of their reports directly onine and discuss further details in conversation inside the ticket
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