Freshdesk
Freshworks Inc.External reviews
3,455 reviews
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External reviews are not included in the AWS star rating for the product.
Only helpdesk I would use
What do you like best about the product?
Been using Freshdesk and a few other Freshworks' products for years, though not for a huge project (for a few small projects). Love not just how Freshdesk works for support representatives, but also how it works for the clients (ie. frontend). Freshdesk Mint released recently is very eyecandy, still experimenting! Keep it up with the great work. :)
What do you dislike about the product?
If i must say one, I would probably demand a cheaper plan for even smaller project owners. Also, a dark mode! :)
What problems is the product solving and how is that benefiting you?
Being organised and able to help out my projects' users in a professional manner. Great for service quality.
Recommendations to others considering the product:
Easy to navigate, with the new Mint version it's even eyecandy to use.
Fast solution for problem
What do you like best about the product?
Support was helpful and fast.
Explanations for implementation were simple.
Service is always available without any lag in time.
Forms are understandable and easy to use.
Explanations for implementation were simple.
Service is always available without any lag in time.
Forms are understandable and easy to use.
What do you dislike about the product?
Application doesn't have possibility (dynamic settings) to be improved buy advanced users.
After solution of problem I received to many emails to approve that problem is solved.
After solution of problem I received to many emails to approve that problem is solved.
What problems is the product solving and how is that benefiting you?
Faster fill necessary data by importing. Import function was blocked from some reason.
Recommendations to others considering the product:
It would be nice open some more fields for information about spent time and expanses by each ticket.
Some extra reports will be helpful!
Some extra reports will be helpful!
Good organisation of your tickets and great service when having problems
What do you like best about the product?
The ease of distributing the different tickets to different colleagues
What do you dislike about the product?
The older version was a little bit more clear, you had a better overview, but I don't know why I have that feeling
What problems is the product solving and how is that benefiting you?
The problem solved by Freshdesk was the problem of not having an direct overview concerning the mails received and treated in our company. Also when someone is sick and therefore not coming to work, we still have the ability to treat his/her mails.
A Simple but yet powerful product.
What do you like best about the product?
Simple Design and lots of customization option make the fresh-desk a more powerful tool.
Easy to setup and ready to go like solution.
Most of the settings are easy to customize.
Scoreboard provide a healthy competitive environment.
Easy to setup and ready to go like solution.
Most of the settings are easy to customize.
Scoreboard provide a healthy competitive environment.
What do you dislike about the product?
Admin option can be simplify to provide better flexibility.
Reporting can be improved.
Reporting can be improved.
What problems is the product solving and how is that benefiting you?
Basically its helps to organised ticketing and help to achieve the business goals.
Easy to organised and maintain ticketing.
Easy to organised and maintain ticketing.
Recommendations to others considering the product:
A easy to use stuff, and continuous improvement of fresh-desk, provide a good solution overall.
It is the best web based app I have seen ever
What do you like best about the product?
Email queue, report, notification, etc...
What do you dislike about the product?
In the email, senders name not showing.
What problems is the product solving and how is that benefiting you?
IT Support, it is better to having remote screen connectivity option with email link to connect quickly
Recommendations to others considering the product:
Good for all corporate companies
FreshDesk Review 20180323
What do you like best about the product?
Fast responses and knowledgeable helpdesk agents.
What do you dislike about the product?
Not getting a clear answer or having to wait for extended periods of time for a wrong answer.
What problems is the product solving and how is that benefiting you?
Primary repository of helpdesk support, including documentation for easy distribution of knowledge.
The biggest benefit is that our customer interactions have improved greatly. The time to respond to customer requests is cut in half by utilizing the Solutions and Canned Responses. Very helpful.
Thanks to the Dispatch Settings we are able to Tag each ticket that comes in, which allows us to quickly bring up the support tickets for a specific client and focus on those specific tasks. Also, the ability to filter by user, company, priority, status, and pretty much most of the important fields for customers and/or ticket specifics, is what helps keep tickets from "falling through the cracks".
The biggest benefit is that our customer interactions have improved greatly. The time to respond to customer requests is cut in half by utilizing the Solutions and Canned Responses. Very helpful.
Thanks to the Dispatch Settings we are able to Tag each ticket that comes in, which allows us to quickly bring up the support tickets for a specific client and focus on those specific tasks. Also, the ability to filter by user, company, priority, status, and pretty much most of the important fields for customers and/or ticket specifics, is what helps keep tickets from "falling through the cracks".
Recommendations to others considering the product:
I's a great solution if you're looking to be seen as professional and
Better than Zendesk, but finicky at times.
What do you like best about the product?
- Data reporting
- Flexibility
- Outbound email
- Flexibility
- Outbound email
What do you dislike about the product?
- Tends to have a few bugs here and there
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for customer service ticketing. We have multiple channels (and brands) that funnel into our Freshdesk system. As a dual-sided marketplace (similar to eBay), the outbound email functionality and ability to create dispatcher rules has been critical.
Recommendations to others considering the product:
Zendesk was always trying to upsell you on features that Freshdesk already has built into their core offering(s). Freshdesk is highly transparent about what you're purchasing and responsive if ever anything goes wrong.
Good, simple software for our small helpdesk
What do you like best about the product?
Freshdesk is easy to use and simple to set up.
What do you dislike about the product?
We'd like to have a little more customization.
What problems is the product solving and how is that benefiting you?
We were trying to use JIRA and Filemaker databases for our small internal helpdesk, and nothing ever worked the way we needed it to. Freshdesk solved all our problems and gave our IT staff and users they support a much better experience.
Recommendations to others considering the product:
Try the trial version first. It's very easy to get set up and take for a test drive. Also consider looking at their FreshService product.
Great tool for keeping track of issues and follow ups with clients
What do you like best about the product?
The dashboard is great for looking at an overview of your pending items and in order of the last conversations. I like that I can filter by the unresolved tickets and use that basically as a tool to follow up with clients and address issues in a timely manner. I also like the automated emails we can create so client knows it was received and the canned responses which help save time.
What do you dislike about the product?
The only thing I wish would improve was the reporting tool. As a manager, I want to look at the overall performance and analyze the most common issues we see. Using the tags is helpful but since we cannot select all of them at once, it makes it hard. I wish there was a way to include all tags into a report so you can monitor your most common issues and address them as a company, especially when you have multiple agents. Also, i think the look and feel of the conversations can improve so you don't lose track of what was the last communication and its easier to read.
What problems is the product solving and how is that benefiting you?
We use it as a ticket system for escalation from clients. It helps us classify by the department and keep track of the issues to make sure these are being resolved and also maintain the history of what was done.
Freshdesk works great.
What do you like best about the product?
It's full of cool features and the support is quick to reply.
What do you dislike about the product?
The price. There should be more options available for the monthly plans.
What problems is the product solving and how is that benefiting you?
It provides an extensive control of our activities and replaces very successfully the use of e-mails back and forth to solve a problem.
Recommendations to others considering the product:
It's really worth trying Freshdesk.
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