Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great stuff
What do you like best about the product?
It gets the job done. This is a great product
What do you dislike about the product?
It's needs an upgrade with AI . It does for now
What problems is the product solving and how is that benefiting you?
It helps me solve difficult tasks
Recommendations to others considering the product:
It's great for right now. It needs an upgrade
Great customer interactions management tool
What do you like best about the product?
It puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers. Freshdesk has Game Mechanics and this is great.
What do you dislike about the product?
The product is more expensive than the competition. It is also lacking some key integrations that I would like to see implemented.
What problems is the product solving and how is that benefiting you?
Just managing customer requests
Good but not great
What do you like best about the product?
It's simple to use yet has a lot of features that you can refine.
What do you dislike about the product?
It's clunking and isn't good in split screen.
What problems is the product solving and how is that benefiting you?
It is a simple ticketing application that users seem to like.
Recommendations to others considering the product:
Nonprofit discounts are good.
Great program
What do you like best about the product?
Ease of use, our clients are able to communicate with us directly through the program,
What do you dislike about the product?
A bit cluttered and difficult to search for tickets easily.
What problems is the product solving and how is that benefiting you?
None
Good Service, Simple UI, Gets what you need done.
What do you like best about the product?
Simple UI choices and elements to make the site work how you want. We get most of what we need it to do done.
What do you dislike about the product?
As simple as it is for admins, the GUI is not simple enough for our basic users unfamiliar with tech. They rely on basic intranet level GUI versus this more streamlined friendly GUI.
What problems is the product solving and how is that benefiting you?
We use it for a help desk solution between our customers and our products so they can enter problems with each part.
It’s easy to use.
What do you like best about the product?
Can have separate tabs and quick links. Nice layout.
What do you dislike about the product?
I didn’t have any dislikes. The company stopped using the product.
What problems is the product solving and how is that benefiting you?
Able to update without deleting previous publications.
Freshdesk
What do you like best about the product?
Freshdesk has been our customer support platform for a few years now. I like the ease of setup and training along with the ability to customize groups and statuses. The older version allowed us to easily merge customers tickets together to see all issues at once, but this has now been removed.
What do you dislike about the product?
The Mint update has created a huge lag and has a lack of essential features. The website is constantly freezing up on us and you have to refresh pages. You can no longer see a customer's tickets all at once to merge them together, but need to manually search for them. Hopefully they intend to resolve all of these issues as it is a newer update.
What problems is the product solving and how is that benefiting you?
This is our main channel for customer support. You're able to integrate apps into the platform to place customer orders right from the screen and easily track everything.
Don't let your tickets drown in your inbox! Manager them better with this.
What do you like best about the product?
Freshdesk is great for tracking employee and customer requests throughout the whole process. Our tickets are visible so it makes it obvious who is currently needed to perform an action. I'm not sure if there is a private feature. It keeps the tickets in the system so you can go back if needed.
What do you dislike about the product?
We use Trello to track our projects and the integrations with Trello aren't great. What happens is; we get spam emails into Freshdesk and they auto-populate into a card in Trello. We had to turn the feature off so now we have to manually enter tickets into Trello.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep track of all our requests. We get hundreds of requests a week and without Freshdesk, they would just get lost in an inbox.
Recommendations to others considering the product:
Overall, if you have requests getting lost and drowning in your inbox - this is the best platform for you.
Great experience, extremely quick learning
What do you like best about the product?
All of my team had no issues learning and adapting to this tool from another very popular ticket solution.
What do you dislike about the product?
Sometimes the screen can become cluttered due to the UI and my company just having some many tickets open at once. This can get old fast some times but seems to be solved with bigger screen resolution.
What problems is the product solving and how is that benefiting you?
We have really increased out customer feedback and problem tracking ability with FreshDesk.
It’s ok
What do you like best about the product?
Easy for agents to use. Can answer freshcaller calls through fresh desk and have the call automatically linked to the ticket
What do you dislike about the product?
Seems pretty clunky. Lots of issues for management. Takes a long time to program correctly so the interface works for your purpose. Some functions don’t work or aren’t customizable, which makes it harder to program, making workarounds necessary, which is annoying.
What problems is the product solving and how is that benefiting you?
We collect external help desk tickets through fresh desk. It’s an easy learning process for our agents.
Recommendations to others considering the product:
Good for smaller companies. Learn as much as you can about administration before implementing
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