Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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CSR Support
What do you like best about the product?
The ease of contacting, tracking and keeping a record of the conversations between us and our clients
What do you dislike about the product?
Email issues with bounced back email notifications, rest is all good
What problems is the product solving and how is that benefiting you?
The system is great for tracking alerts and following up with comments and history of events
Recommendations to others considering the product:
Easy to use tracking programs for follow-ups on alerts and/or complaints. Easy to know who said what and when they said it.
FreshDesk
What do you like best about the product?
Easy and neat UI, useful canned reports, responsive support
What do you dislike about the product?
Hard to associate incidents to problems or incidents, tags are not searchable
What problems is the product solving and how is that benefiting you?
IT customer support
Recommendations to others considering the product:
Know what you are buying. Their support is very responsive.
Satisfying need
What do you like best about the product?
Workflow is good but need to be more effective
What do you dislike about the product?
Integration should have included many other products
What problems is the product solving and how is that benefiting you?
Ticket management
Good, Could Be Better
What do you like best about the product?
Very user-friendly. Outstanding number of integrations. Reports and gamification features offer a lot of value.
What do you dislike about the product?
Ticketing functionality could be better. Lacks change management controls.
What problems is the product solving and how is that benefiting you?
Freshdesk is easy to recommend as it's priced well, carries a lot of different features, and sports a great new look. It's a clear Editors' Choice pick.
Brilliant product, unnecessary update
What do you like best about the product?
The current iteration of the product and it's tagging and assignment systemd
What do you dislike about the product?
The new "mint" version, removing features
What problems is the product solving and how is that benefiting you?
Support tickets. Provides easy management, categorization etc.
Recommendations to others considering the product:
Check out the new mint version rather than the current as it's looking to be a forced update with a very different experience.
Very Easy To Navigate
What do you like best about the product?
I enjoy how everything is fairly simple to organize, and it gives you a good report of the ticket statuses.
What do you dislike about the product?
Specifically, I wish there was a chat in the same program. Keep everything in one site instead of having to use multiple programs for customer support.
What problems is the product solving and how is that benefiting you?
If reoccurring questions pop up, our company has it set up to where you can send canned solutions, and it is much faster to solve simple situations.
Recommendations to others considering the product:
If you can figure out how to use both the live chat feature and the email aspect, you can keep all customer service inquiries in one spot and keep it easy for your agents.
An average popular help desk software
What do you like best about the product?
Freshdesk is a very popular help desk software. It's reliable and adecuated for many companies.
What do you dislike about the product?
The pricing is note very competitive for SME companies
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to accelerate and monitor our workflows in IT.
Pretty simple solution but limited in some ways
What do you like best about the product?
The software was very easy to use and train employees to use. The layout was very simple to navigate but simple is a plus and a minus at the same time.
What do you dislike about the product?
The layout was a little too simple and without some needed features.
What problems is the product solving and how is that benefiting you?
We used Freshdesk as a ticketing software for our Technical Support department.
Recommendations to others considering the product:
This is a good and easy software to use however make sure to take the time during launch to turn on/off all features you need and don't need. After the fact will be much more difficult and much more time consuming.
Notable
What do you like best about the product?
Good remote tool for end users, no crashes and good quality
What do you dislike about the product?
The first session takes a long time and sometimes it crashes.
What problems is the product solving and how is that benefiting you?
Problems with programs or resolutions of minor queries. Provides good stability.
Recommendations to others considering the product:
Try it
Eas
What do you like best about the product?
Usability
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
What do you dislike about the product?
*Freshdesk still needs to support more social media platforms like LinkedIn and others .
*Freshdesk's in-app capability seems a bit limited.
*Freshdesk's in-app capability seems a bit limited.
What problems is the product solving and how is that benefiting you?
*Email to Ticket Conversion
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
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