Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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A solid solution
What do you like best about the product?
Freshdesk provides you with the core essentials you need for good customer service. It doesn't have a ton of bells or whistles, but gives you what you need for a growing business. What I most like, is the ability to track tickets across my different employees and drop them into buckets by ticket type.
What do you dislike about the product?
We never really got trained on how to use the application,. Most of it has been a hands on experience with trail and error.
What problems is the product solving and how is that benefiting you?
It allows you to better give support to your customer base. It also helps them get their own support by looking at FAQs and other docs.
Freshdesk Is Great
What do you like best about the product?
I really liked how easy it is to format and begin use. It was simple to understand the function of the service and how to implement it for my department. I also found that it has extensive features, some of which do not come standard, but it seems like there are options to accommodate most customer scenarios. I really like the option to integrate online with a portal. Social aspects are really great too!
What do you dislike about the product?
My company operates from sales force as a CRM and we have been using the account level without populating contacts beyond the primary contact for each account. This has made it difficult to move into many different support solution in regards to integration. While I know this isn't the fault of any service, it has been a determining factor when attempting to implement a contact based support solution as opposed to an account based one.
What problems is the product solving and how is that benefiting you?
We have been using it to better communicate with our customer and keep better track of all incoming request and problems.
Recommendations to others considering the product:
Be sure you are building a strong contacts list in your current solution or are ready to input contact data in relationship to accounts.
Great Product but unfortunately there own customer service is not the best
What do you like best about the product?
Very intuitive and easy to setup. Has all the bells and whistles necessary for a full fledged helpdesk system. We used it for several years and all of our staff still love the product. Tried many others including Zendesk and this one was so much easier to setup and tweak. Very reasonably priced.
What do you dislike about the product?
As long as things are working well, there is no problem. However if you do come across an issue or need some support, unfortunately you're on your own as their own support has declined terribly recently. For instance, as I write this I've had a ticket open for 5 days with them for a very simple question that would take a few minutes to answer. I've sent several follow up replies that have fallen to deaf ears. It's as if I am conversing with myself.
What problems is the product solving and how is that benefiting you?
Our umbrella company is composed of several internal smaller companies that we call divisions. In essence these divisions are our customers. We have been using Freshdesk in order to ensure that we fulfill their requests in a timely manner by attaching an SLA to each one. Previously all of our support was email driven but the helpdesk provides us with a central repository where all communication is visable to our entire team.
Freshdesk creates easy ticketing system
What do you like best about the product?
My favorite thing about Freshdesk is that I can see the status of my tickets and requests. I like how I can communicate internally and know that my problem is being addressed (without having to send an email).
What do you dislike about the product?
Overall I do not have any problems with Freshdesk. I guess my only grief is that sometimes people don't indicate when they have handled something.
What problems is the product solving and how is that benefiting you?
Freshdesk has created a single spot to organize and respond to requests. The benefits are huge in that it takes care of questions and gives an easy system for following up to a variety of requests (from password issues to more complicated things).
Recommendations to others considering the product:
Highly recommend!
good features
What do you like best about the product?
I like the fact that ot makes my work faster ,less time consuming
What do you dislike about the product?
sometimes i feel it is slow in processing so that can be a issue
What problems is the product solving and how is that benefiting you?
none
Good but could use better integrations
What do you like best about the product?
Dynamic ticket fields, knowledge base, canned responses, very customizable metrics and reports, old UI is really intuitive. Easy to see customer and individual data. Gamify is fun and motivating. Jira integration works well, but i wish you could link multiple Jira tickets to one freshdesk ticket.
What do you dislike about the product?
The integrations offered are sorely lacking. Often not well supported due to being developed by other companies, but there seems to be no accountability on freshdesks end for issues with it. Also their support is not very good about responding to what you need out of the ticket you submitted.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
What problems is the product solving and how is that benefiting you?
Monitoring our customer health, seeing what areas of our platform are too difficult to understand, time keeping to see which customers need more support/ more hands on approach.
Recommendations to others considering the product:
If you use Salesforce, go with desk because the freshdesk integration is not ideal. If you don’t need to pull data or share data with other systems, freshdesk is an excellent help desk tool, but it doesn’t have much “extras”. The built in metrics and reporting capabilities are incredible though. Very good dashboards.
Decent helpdesk software for a good price
What do you like best about the product?
The software setup is easy, and support is responsive.
What do you dislike about the product?
setup can be difficult for a standard user
What problems is the product solving and how is that benefiting you?
customer facing support using a widget within software
Recommendations to others considering the product:
Look at other products that integrate more closely with used systems. There are systems that do integrate more tightly.
Improving but there are better tools around
What do you like best about the product?
Freshdesk has a good scope for capturing a lot of information including screenshots and attachments. It also allows communication in the team like commenting and watching tickets. Which is good.
What do you dislike about the product?
What I don’t like or I think can be improved is consolidated of information rather than scattered in space. Specially all the activities in a ticket, when was it opened, updated closed and other events
What problems is the product solving and how is that benefiting you?
Change requests, bug tracking
Decent software
What do you like best about the product?
Being able to see support tickets in real time
What do you dislike about the product?
The cost of the product is what I least desire
What problems is the product solving and how is that benefiting you?
Real time feeeback to our end users support issues
IT ticketing system
What do you like best about the product?
Freshdesk is fully integrated with G Suite, and can easily be accessed from G Suites App launcher.
What do you dislike about the product?
Interface is primitive, like the web interface of early 2000s, not the year of 2018.
What problems is the product solving and how is that benefiting you?
Freshdesk is our IT ticketing system, our suers submit a ticket for wide raing IT related issues. The most popular ticket is password reset.
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