Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great for a mid-sized company
What do you like best about the product?
We use Freshdesk every day to track issues as well as enhancements. I love that we can set up as many customers or clients and only have to pay for the agents that use the system. I love that I don’t lose track of anything that people are requesting of me. I really like the customer self-service portal.
What do you dislike about the product?
There is a little bit of a learning curve but it’s actually not too bad when you compare it to some of the other ticketing systems. I wish there was a way to send Surveys to other agents. Right now it’s set that you can only get survey results from customers or clients.
What problems is the product solving and how is that benefiting you?
We want to make sure that our IT department is giving good customer service to those whom we support. The only way to do this is to track our requests, and then track our response to those requests.
Recommendations to others considering the product:
It’s ease of set up is really great. Sometimes the ticket flow can be a little bit complicated depending on your needs.
Good but buggy
What do you like best about the product?
I like that you can track tickets and revisit ones that are still open.
What do you dislike about the product?
Sometimes when I submit a ticket, it doesn't always make it to the right team. I think I found a workaround where I can open the site in a different window and hat seems to work better.
What problems is the product solving and how is that benefiting you?
We are able to track changes to documentation and fundings - we can all be on the same page about outstanding items.
Excellent Email Management Tool
What do you like best about the product?
The dispatcher. Just a rule engine, but plenty of customization behind it to help keep emails organized and dispatched appropriately between all departments and agents. There is also a log of activities on each ticket(email) made by an agent. This has provided clarity in areas where we can improve or simpy need to provide user training.
What do you dislike about the product?
Limited email formatting. Needs a better table support within editor similar to that of outlook. Also, the search logic. Very limited compared to what exists with other comparable software. If you search part of an email, it can't populate anything, not even a closely related result.
What problems is the product solving and how is that benefiting you?
We brought on Freshdesk for our various departments in an effort improve response times and task distribution by allowing multiple agents to work form a single email.
Recommendations to others considering the product:
Really consider the feature and lack thereof. While the software is a great extension to how we operate, it does lack an areas we find important for everyday use.
An easy to use system to handle customer service without breaking the bank.
What do you like best about the product?
I like the ability to start scenarios and quickly assign tasks to other members of my team.
What do you dislike about the product?
There was a bit of a learning curve and some of the features aren't the most functional (such as naming conventions and buttons).
What problems is the product solving and how is that benefiting you?
I was able to clear up our inbox and make sure problems and issues were being handled correctly.
New isn't always better!
What do you like best about the product?
It is pretty flexible making setting up rules, creating groups, etc... Also being able to create new filters is a nice feature.
What do you dislike about the product?
Some of the changes with the newest update actually cause issues (there are two new menus to the side of the ticket detail that do not shrink when the screen is reduced but the ticket detail will making the most important information unavailable)
What problems is the product solving and how is that benefiting you?
The main purpose is for internal users to submit tickets to our services team however we recently started using it for our outside vendors as well making communication and requests streamlined and visible to the entire team
Recommendations to others considering the product:
Take time to test thoroughly to assure it meets all of your needs
Freshdesk is great!
What do you like best about the product?
I like how the ticketing software is cloud based and very easyy to use.
What do you dislike about the product?
Sometimes the services are slow but this depends on local network so that is not completely the applications fault.
What problems is the product solving and how is that benefiting you?
We are solving a quicker way to get in touch with users and customers. It is a lot easier to explain things to the user base with this system.
Very good
What do you like best about the product?
I think this tool is very good. You can speak and call easily and quickly.
What do you dislike about the product?
You need internet, but today everybody has internet in the work, house, etc
What problems is the product solving and how is that benefiting you?
I call many people, and I solve many problem with this tool i can connect quickly with all the company
Good for start ups
What do you like best about the product?
I think Freshdesk is a great system for start ups, its free platform is basic and does as it says.
What do you dislike about the product?
Like all helpdesks, the cost of its paid tiers are just too expensive.
What problems is the product solving and how is that benefiting you?
We deal with general customer support queries, we tried out Freshdesk but felt it did not meet our needs so moved to Zendesk.
Recommendations to others considering the product:
If you are looking to pay for a help service, I highly recommend you go to Zendesk as its better in every way. If you are looking for a free service then Frehdesk is amazing.
Very easy to use.
What do you like best about the product?
Like most of softwares I use. This is very well built. Stable and easy to use.
What do you dislike about the product?
Sometimes it's hard to find what you are looking for.
What problems is the product solving and how is that benefiting you?
Just helping customers with day to day work.
Amazing User Interface
What do you like best about the product?
Freshdesk is the easiest customer service software to setup I've ever used. You can create multiple brands all with their own domains, email addresses, etc.
What do you dislike about the product?
Freshdesk is pretty behind for automated chatbots - they don't offer any native solutions for this. You can get some add-ons but Freshdesk doesn't have as many options as Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has help us organize our customer service department. We can manage our different brands all through different channels all under one window.
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