Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Freshdesk review- reference question
What do you like best about the product?
It’s easy to create tickets for reference qs.
What do you dislike about the product?
There is a Learning curve to the software
What problems is the product solving and how is that benefiting you?
Tracking questions from patrons snd entering the right stats for monthly reports.
Great customer service team tool
What do you like best about the product?
Agent management, case collision management.
What do you dislike about the product?
Limited customization options for specific processes particular to a company.
What problems is the product solving and how is that benefiting you?
Customer service resolution efficiency.
General over view of my experience with freshdesk
What do you like best about the product?
Freshdesk is great for a well organized over view of our customers emails. Previously we handled inquires through outlook, and then gmail. Freshdesk has been a great transition, as it is very easy to locate customers emails, organize through them, prioritize, assign to another agent ect.
What do you dislike about the product?
Unfortunately with the new update, the call feature on freshdesk has given me a multitude of different issues, and has been a sore point. Although the layout of the new freshdesk is nice.. I think the old layout had a nicer look to it, and did not have nearly as many issues with the phone support as I do now.
What problems is the product solving and how is that benefiting you?
We handle customer requests, questions, order inquiries, shipping issues ect. One benefit with freshdesk is that it is easy to communicate with team members on tickets, as well escalate a ticket if we do not have an immediate solution
Recommendations to others considering the product:
Patience. Freshdesk is going through quite a few updates at this time, and it has been a bit of a bumpy road, Over all however I believe freshdesk is great, and has helped my company tremendously.
Providing support to customers in one place
What do you like best about the product?
Affordability as compared to other options
What do you dislike about the product?
I really did not find any difficulty with using this product.
What problems is the product solving and how is that benefiting you?
Providing swift response to customer needs.
great for feedback
What do you like best about the product?
It's so easy to communicate and get feedback.
What do you dislike about the product?
Sometimes it glitches but all great programs do
What problems is the product solving and how is that benefiting you?
Easy to communicate
Good but not great
What do you like best about the product?
It's gives us one place to track tickets and offer reporting
What do you dislike about the product?
The new mint interface is actually lacking some of the simple (and expected features) from the previous version. For example, if you receive a notification you can no longer right click to open in a new tab or window. Also, when you minimize your screen the two menus to the right of the ticket detail take over and the detail shrinks.
What problems is the product solving and how is that benefiting you?
Reporting on basic ticket data, offers a global space for all teams to interact and resolve issues
Good choice
What do you like best about the product?
It's simple enough and has an awesome interface
What do you dislike about the product?
I'd like a more powerful editor in soluzioni action, and possibility to import docx documents.
What problems is the product solving and how is that benefiting you?
Internal bug tracking and knowledge base
A two in one helpdesk system with knowledge base.
What do you like best about the product?
I like that the ticketing system is connected to the knowledge base which makes it easy to include links in your responses to the KB articles. I like that we can also build in our own features using their API.
What do you dislike about the product?
The UI is a bit old but they did recently build out a new UI too. I don’t like that if a reply bounces, you’re only notified by email and there’s no notification in-app. I think the forum post section could also be more robust - there’s no way to review posts before approving them, you need to approve it first before you can read the post.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
What problems is the product solving and how is that benefiting you?
We build out all our knowledge base articles in Freshdesk but use a separate tool to link in-app to our KB articles in our platform.
natura emai UI
What do you like best about the product?
easy to use and understand Freshdesk UI. It is because the UI is natura Emai UI.
It can send CC also BCC other support tool have a trouble to handle.
It can send CC also BCC other support tool have a trouble to handle.
What do you dislike about the product?
- Tickets happen to be separated with some reasons I don't understand.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
What problems is the product solving and how is that benefiting you?
Manage questions from business customers.
Fresh
What do you like best about the product?
Freshdesk is an inexpensive solution for ticket logging and tracking. While more expensive than a solution like Spiceworks, Freshdesk has a much more pleasing UI (with the Mint interface).
What do you dislike about the product?
Freshdesk lacks some features such as the ability to generate custom reports, move ticket ownership from one user to another, or apply custom styling to troubleshooting documents.
What problems is the product solving and how is that benefiting you?
We use freshdesk to manage helpdesk / support tickets.
Recommendations to others considering the product:
If you're looking for a simple helpdesk with a nice interface at a low price point, Freshdesk could be the software for you.
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