Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Help desk tool to track issues
What do you like best about the product?
I have used this tool in my organization and it is a very nice tool to raise and track issues and issues are resolved very faster.
What do you dislike about the product?
I have used this tool and I think there is nothing to be dislike.
What problems is the product solving and how is that benefiting you?
I have used this tool in my project work and it is very simple and easy to raise and track issues. It also save our time by automating the repetitive work.
Recommendations to others considering the product:
I would recommend to use this tool as it provides us a very easiest way to track, raise and resolve issues.
A couple more features would make it perfect!
What do you like best about the product?
Here at my workplace, we use Freshdesk and really enjoy it. Being able to auto assign tickets and keep track of everything has been a huge help for us.
What do you dislike about the product?
I really wish it would allow you to create templates to use in different common tickets. For example. We have a lot of people who email support about forgotten logins and how they can create accounts. These kinds of questions don't need detailed replies as they are the same each time. The ability to add a template for login info or account creation would speed up those repetitive emails a lot!
What problems is the product solving and how is that benefiting you?
We are trying to provide fast responses without missing any questions. A lot of our reps develop solid relationships with customers, but the tradeoff is that they switch to personal emails quite often. Freshdesk's auto-assignment lets them keep that personal touch for assigned clients while keeping the ability to track things and prevent missed emails in their personal inboxes.
Recommendations to others considering the product:
They are definitely trying to improve their software. They recently upgraded their entire interface and we love it!
Excellent platform for tracking and incident resolution
What do you like best about the product?
Receive customer requests through a platform where I can constantly monitor their importance as problems, incidents, questions, etc. in order to channel solutions and timely response, every time a ticket is created, it sends me an email copy to my email what I find excellent in this way I generate backup copies on my computer, offers response times which is great for customer satisfaction and accelerates the solution of each ticket.
What do you dislike about the product?
I would like to offer the option of inserting documents in the ticket in this way to insert images that support the arguments sent by the client in order to take a better detail of the information.
What problems is the product solving and how is that benefiting you?
Me allowed to provide timely solutions to customers through a customized platform, allowing for the distribution of the ticket between the team and also to display all the information in one panel, which in fact we can resolve each of the situations in real time, having a personalized domain has brought us the benefit of giving confidence to customers, it is an excellent tool for general monitoring allowing to achieve customer satisfaction. Your panel shows all the detailed information which allows you to contact it quickly.
Recommendations to others considering the product:
I recommend this application not only for the trust generated by the personalization of a business domain for the reception of insidences or questions by customers but also because it is a perfect control platform which allows through an easy interface to respond to each application submitted and go receiving notifications of their status as well as time for your response, I consider it a good tool that groups all the generated sources allowing monitoring and timely response to achieve customer satisfaction.
Help desk
What do you like best about the product?
I have used this tool for my project work and it is very simple and easy tool to raise tickets regarding problems and track the same to resolve the issues faster.
What do you dislike about the product?
I have seen that this tool is used very frequently by the users and there is nothing to be dislike.
What problems is the product solving and how is that benefiting you?
I have raised so many issues with the help of this tool and get them tracked and resolved very easily. It also save time by automating the repetitive work.
Recommendations to others considering the product:
I would recommend to use this tool as it is very fast and simple to raise and track issues.
Good product
What do you like best about the product?
Ease of use and good communication, it helped us resolved client issues and our support team response time improved as well.
What do you dislike about the product?
Could improve on searching of tickets old ones, sometimes it is hard to keep track of issues and similar issues specifically, reporting can improve a little.
What problems is the product solving and how is that benefiting you?
Improved Response and better tracking of issues.
Recommendations to others considering the product:
Good product
Great Tool for collaborating with a full support team
What do you like best about the product?
The option to be able to automate responses for certain common support issues.
Being able to collaborate and bring in other team members to resolve tickets.
Great integrations with other apps.
Being able to collaborate and bring in other team members to resolve tickets.
Great integrations with other apps.
What do you dislike about the product?
None
There have recently been some technical issues, but this is the firs titme in about a year of use I have seen any issues like this.
There have recently been some technical issues, but this is the firs titme in about a year of use I have seen any issues like this.
What problems is the product solving and how is that benefiting you?
Organizing current client load and all related employees.
Keeping track support trends and bug with our own software.
Keeping track support trends and bug with our own software.
Superman (The Technical Lifesaver)
What do you like best about the product?
I like best the use of the ticketing system which allows all of our team members to keep track of various projects and various tasks that need to be completed on a day to day basis.
What do you dislike about the product?
I dislike the amount of space it allows for images and videos to be attached to resonses and to solutions.
What problems is the product solving and how is that benefiting you?
It helps us to keep with our different restaurants and their needs.
It allows us to prepare for future team members to be able to train properly and effectively.
It allows us to prepare for future team members to be able to train properly and effectively.
Recommendations to others considering the product:
Be sure to understand all of the functions of this prodcut as it can be very beneficial to growth and development of all of the team members who uses the platform. It allows you to be able to track ticket with your various customers. It allows you create documentation that can be used as quick answers for any emails that come in to your team. You are also able to customize how your response emails read to your customers by editing it all within the settings.
This platform can help you save time and be very organized throught any day to day operations.
I encourage anyone to use this platform or a platform that is developed by freshdesk to be able to succeed and go above and beyond the call of duty.
This platform can help you save time and be very organized throught any day to day operations.
I encourage anyone to use this platform or a platform that is developed by freshdesk to be able to succeed and go above and beyond the call of duty.
All help at one place
What do you like best about the product?
It is a customer support software based on cloud. This tool provide us a good customer service and it is very popular.
All the customer service like phone calls ,emails and social networking sites like Facebook are incorporated.
Also user can edit and track the ticket status any time.
All the customer service like phone calls ,emails and social networking sites like Facebook are incorporated.
Also user can edit and track the ticket status any time.
What do you dislike about the product?
I think there is no issue with this software. It's very simple and easy to use.
What problems is the product solving and how is that benefiting you?
Basically I have used this software to provide the support to customer.
We can raise and track tickets.
It's very simple and easy to use due to its GUI compatibility.
I would recommend to use this tool on regular basis.
We can raise and track tickets.
It's very simple and easy to use due to its GUI compatibility.
I would recommend to use this tool on regular basis.
Recommendations to others considering the product:
It is a very easy and simple tool to raise and track tickets and provide customer support.
Fresh Approach to Help Desk Management!
What do you like best about the product?
Freshdesk helps our support and help desk have all communications channels they need to offer consistent top notch support for our clients and help desk for our company staff!
What do you dislike about the product?
Has it limitations like interfacing with FaceBook and here are some others items:
- the dashboard has no live refresh feature
- the portal pages are outdated
- some Add-ons don't work like the one that is suppose to work with Slack
- the dashboard has no live refresh feature
- the portal pages are outdated
- some Add-ons don't work like the one that is suppose to work with Slack
What problems is the product solving and how is that benefiting you?
Powered us from middle of the road to top notch support and helpdesk in a short time span...thanks FreshDesk
Recommendations to others considering the product:
I recommend that you should investigate all the alternatives before deciding on the helpdesk solution you will purchase and deploy. Make sure it works well and meets all of your requirements.
Great software with fair pricing tiers and good bang for your buck
What do you like best about the product?
Easily accessible historical tickets, robust reporting, easy import and export. Customer service is good. Pricing is reasonable. Easy to set up and admin, very nice look/feel and performance.
What do you dislike about the product?
Some of the setup is a bit complicated. Could be due to our use of single sign-on but while it is supported it can be a hassle to set up. I also don't much care for the forced change to a new theme, change for changes sake is not something I want in an enterprise software.
What problems is the product solving and how is that benefiting you?
Primary ticket management, job intake and time tracking on incidents. Reporting on workloads. A central knowledge base for customers.
Recommendations to others considering the product:
Freshdesk offers nearly the same benefits as the other main competitors but does it for less without slacking on support or other features.
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