Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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Freshdesk Review
What do you like best about the product?
I've been using Freshdesk to manage support tickets for over a year now and the main things I like about it are the ease of the initial setup, the easy ticket management workflow, and the integrated knowledge bases you can create with it. I should also point out the Android app is great - not a lot of fluff, just what I need to keep an eye on and manage tickets. I've only had to contact Freshdesk's customer support a few times and recently for the first time over the phone. Each interaction I had was pleasant and I got the feeling the really wanted me to learn to use their application better.
What do you dislike about the product?
It's really hard to complain about much, but so I can only nit pick. A few times my ticket "view" got set to show "Overdue tickets" and I missed a couple brand new tickets coming in. I'm to blame on that because I changed it and just didn't realize my view had stayed on that screen (mobile app, too). I think a slight improvement there would be some kind of color coding so the overdue ticket views are red (or something) and the new ticket view's entire screen is different, too. Again, this is a minor complaint - there's a title right there at the top of the screen telling me what I'm looking at.
What problems is the product solving and how is that benefiting you?
My main two issues that are solved by Freshdesk are my need for ticket management and a comprehensive knowledge base to point customers to for looking up answers to their own questions. I feel the self help pages I am creating look great and there are plenty of tools there to add the content I need.
Recommendations to others considering the product:
Freshdesk lets you do a lot at their free level of service and then move into fair priced models as your business needs expand. Contact support if you have any questions about how to setup their product they are really helpful.
Already happy after switching from Zendesk
What do you like best about the product?
Freshdesk is really easy to use (compared to Zendesk) and the new mint UI is really appealing too. In our case less = better.
- Mobile app is really good and has similar UI as the web app
- SLA feature reminds to answer tickets faster
- To-do lists for tickets
- Mobile app is really good and has similar UI as the web app
- SLA feature reminds to answer tickets faster
- To-do lists for tickets
What do you dislike about the product?
- Lack of good social support (there should be more integrations available than just Facebook and Twitter)
- You can't use social support without Twitter account
- No easy way to convert solved tickets to solutions in customer portal
- No help visible to agent when answering to ticket
- You can't use social support without Twitter account
- No easy way to convert solved tickets to solutions in customer portal
- No help visible to agent when answering to ticket
What problems is the product solving and how is that benefiting you?
Customers problems, cooperation offers. Higher productivity.
Awesome application
What do you like best about the product?
The ease of use of this application and the reporting features.
What do you dislike about the product?
During the search feature, if I select the incorrect result, it will not take me back to the search results but restart the search :(
What problems is the product solving and how is that benefiting you?
Manage my tickets in a simple and organized fashion so that I can track the problem to the solution with ease.
Recommendations to others considering the product:
User friendly application.
Freshdesk staff is very professional and helpful.
What do you like best about the product?
First of all, Freshdesk staff is polite, professional and always helpful. They are very punctual with resolving issues, and when they say the issue is fixed, it very likely is. It does not take them long at all to get to work on your request or issue.
What do you dislike about the product?
One thing that caused some slight conflict is that the tech I was working with, seemed to think of me as unable to handle a basic problem. It may have been the wording I used in my request or something as I figure it was something that I said that made him think I was fairly naïve in the computer world. However, we were able to work through this and the problem was resolved in the end!
What problems is the product solving and how is that benefiting you?
My company uses the Freshdesk helpdesk to stay organized with requests for our non-profit organization. After a recent update, Freshdesk failed to work in IE 11. My request involved this issue and they were able to get it resolved.
Very Agile Help Desk System
What do you like best about the product?
I like how quick it is to create, assign, and resolve tickets.
What do you dislike about the product?
I can't think of anything off the top of my head.
What problems is the product solving and how is that benefiting you?
We have a small, understaffed IT group in a fire department, and we needed an agile help desk system because requests were falling through the cracks. FreshDesk has made it so that we stay on top of requests and resolve them quicker.
Great support app
What do you like best about the product?
It's very customizable. Integrated it with Zapier and Wufoo
What do you dislike about the product?
Nothing. The best I worked with. The new look and feel is great.
What problems is the product solving and how is that benefiting you?
Most are just informative questions.
Recommendations to others considering the product:
Try it and you know why
Professional & Easy to Use
What do you like best about the product?
Freshdesk has a professional, attractive interface. It provides everything we need for our support portal. There's a good variety of plans, and we've used a couple different ones, depending on our needs and budget at the time.
What do you dislike about the product?
It's difficult to find help on the site; there's a button for "feedback", which apparently goes to support, but that's not clear from the way it's labeled.
What problems is the product solving and how is that benefiting you?
We like having a professional, customizable, easy-to-use support portal for our customers. It's easy to stay on top of support requests.
Great value customer service software
What do you like best about the product?
The responsiveness and helpfulness of the customer service team
What do you dislike about the product?
The manuals with screenshots are sometimes from the old version of the software.
What problems is the product solving and how is that benefiting you?
We are just launching but we will hopefully solve a multiple step issue handling by one tool.
Accessible and clear overview of tickets
What do you like best about the product?
Good system to dispatch incoming customer tickets.
What do you dislike about the product?
Unfortunately, 2nd line planning options are limited.
What problems is the product solving and how is that benefiting you?
We use this system for out IT helpdesk. It helps us assign tickets to resources and monitor progress.
Freshdesk helps our business to keep track of all the issues customer reports
What do you like best about the product?
Tracking of the issue has never been easy and Freshdesk helps to tackle it with easy.
What do you dislike about the product?
Some features are not available in all plans
What problems is the product solving and how is that benefiting you?
We resolve all customer reported issues and it is the best tool to keep track of all the issues resolved on time.
Recommendations to others considering the product:
If you want a simple ticketing system, I would highly recommend Freshdesk
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