Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Good flexibility—easy to get around
What do you like best about the product?
Being able to set up the autoresponders the way I liked, was really important. Not just including a logo, but using my language—not closed or resolved—but "done and dusted" and little sayings and phrases that sound like me. The flexibility to change things in the system, was invaluable.
What do you dislike about the product?
Setting up the DNS is problematic if you have Google Apps and multiple aliases. I found the support on this aspect not particularly insightful, and telling me to set up a separate gmail for support, not overly useful.
What problems is the product solving and how is that benefiting you?
I'm actually using it as a communications tool for a training course. So instead of technical support, I'm using for students to send assignments and communicate about course modules. This is why the flexibility to change —not call tickets a "ticket" was particularly useful.
Recommendations to others considering the product:
For a one-person business, it has been fantastic. But, for me, the DNS issue with Google Apps aliases was an issue. I now just use the Freshdesk subdomain, and for me it wasn't the end of the world. For some, it may be an issue.
Nice, simple help desk solution
What do you like best about the product?
FreshDesk is a very clean, easy to use help desk solution. It has some of the features of their more robust counterpart solutions but it doesn't provide a lot of the unnecessary 'bloatware' type features that the enterprise level solutions offer. It gives you what you need to do the job and nothing unnecessary.
What do you dislike about the product?
I which it offered more robust integrations for other products. The Slack and Jira integrations are lacking a bit.
What problems is the product solving and how is that benefiting you?
We use it to manage our helpdesk. It is simple and easy to use.
Recommendations to others considering the product:
Give it a shot, you may be surprised by what it can do.
Freshdesk is useful
What do you like best about the product?
The redesign of the UI is pretty nice. The ticket list is easier to scan.
What do you dislike about the product?
Nothing really. Freshdesk works pretty well for us
What problems is the product solving and how is that benefiting you?
Email support for all our products are in one place.
Friendly user interface. Great support. Falls down a bit when it comes to multiple teams.
What do you like best about the product?
The UI makes it easy to keep track of our workflow.
We save time using canned responses. The solutions give us one location to store the shared knowledge of the team.
The reporting helps us keep the ticketing fair.
We save time using canned responses. The solutions give us one location to store the shared knowledge of the team.
The reporting helps us keep the ticketing fair.
What do you dislike about the product?
Clumsy admin tools for more advanced features.
When adding in separate teams I had to liaise with support multiple times to achieve my goal which was surprising as setting up the first team was so simple.
When adding in separate teams I had to liaise with support multiple times to achieve my goal which was surprising as setting up the first team was so simple.
What problems is the product solving and how is that benefiting you?
It's improved my teams workflow massively. So much so that we since started rolling it out to other departments who have seen similar improvements.
Recommendations to others considering the product:
I would highly recommend Freshdesk as a cheap solution to help manage a high volume of emails between a team.
If you have any concerns the support team are always there and have so far always had an answer.
If you have any concerns the support team are always there and have so far always had an answer.
Old format good
What do you like best about the product?
I enjoy the ticket function - it makes communicating with clients easy. Figuring out issues on the backend are also easy with this function.
What do you dislike about the product?
I dislike that it runs slowly in Chrome, unless I clear my cache each day. I also dislike Mint, their new platform. It is far less user friendly and there are some bugs that still need to be worked out.
What problems is the product solving and how is that benefiting you?
We are able to communicate with clients while makeing notes and having internal discussions on how to best solve their problems on our end without having to bother the clients with these emails. It is nice to be able to keep everything on one page.
Freshdesk Experience
What do you like best about the product?
Great product, simple to use and implement amongst Tier1-3 level support staff!
What do you dislike about the product?
Nothing! Stellar solution for IT ticketing management!
What problems is the product solving and how is that benefiting you?
Time management, process and ticket handling.
Freshdesk
What do you like best about the product?
I like that the threads are easy to search for.
What do you dislike about the product?
Older threads sometimes get lost. If the wording was not exact, then sometimes I could not find what I was looking for.
What problems is the product solving and how is that benefiting you?
It is used as a communication center.
Recommendations to others considering the product:
I liked the format of this program. It was easy to find what I need.
Freshdesk is a great platform for supporters like me!
What do you like best about the product?
Incredible support for the supporters
User friendly interface
Helpful features that make our life easier
User friendly interface
Helpful features that make our life easier
What do you dislike about the product?
Can't think of anything! ! The new MINT interface was a little hard to adjust to.
What problems is the product solving and how is that benefiting you?
Easy was to track tickets, stay on top of tasks, and track analytics.
My experience with Freshdesk
What do you like best about the product?
Functionality and ease of use make for a worthwhile experience in particular the response times are quick
What do you dislike about the product?
difficulty un-merging tickets and customers if they were accidentally merged. Also, the customization is somewhat lacking for those on lower payment rates.
What problems is the product solving and how is that benefiting you?
Provided speedy and reliable support to our tutoring base as well as interactive with our Chinese based support colleagues.
Freshdesk team is focused, engaged and innovative
What do you like best about the product?
Finding a balance between customers "customization" needs and being a single SaaS platform
What do you dislike about the product?
UI is rough around the edges, deeper customization of SLA is much needed feature
What problems is the product solving and how is that benefiting you?
Single platform for multi-channel needs, enabling innovation by other companies (e.g. Delighted).
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