Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Great for managing our support tickets
What do you like best about the product?
Ticket tracking works really well, and we can track all we need to in monitoring agent responsiveness against SLAs that we need. Reporting on ticket performance is good and we're happy that we migrated from another ticketing system to Freshdesk.
What do you dislike about the product?
Non-ticketing areas of the service are not so feature rich. We'd like to (but can't) report on customer feedback on solutions articles we publish, we can't export or categorise or analyse forum posts or export them in any usable format.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for management of customer service queries, shared across a number of support levels with teams of agents dealing with them. This helps ensure we manage feedback from customers and can analyse our performance against targets. In spite of the constraints noted above we are happy with the core performance of the system.
Good wrok
What do you like best about the product?
Simplicity,Ease of use and customer suport
What do you dislike about the product?
There should be a little note for the customer to read before submitting the ticket will help the agent gather the info
What problems is the product solving and how is that benefiting you?
Software Error, addition, day to day customer support
Great, but could be better.
What do you like best about the product?
Compared to any other ticketing system, Fresdhdesk is great. It has the majority of features I/we need.
What do you dislike about the product?
There is certain functionality I really dislike. Small things that could be slightly tweaks that would make a daily user's experience so much better.
What problems is the product solving and how is that benefiting you?
Time logging (billable vs. non-billable) is ensuring assigning greatly with our profit margin in support.
Recommendations to others considering the product:
Try it out. Although there are a few improvements that could be made, I don't think there is a better ticketing system out there.
Sufficient service
What do you like best about the product?
I like the ability to tag the status of tickets, such as waiting on customer.
What do you dislike about the product?
When going in and out of the ticket lists, it would be good to have it return to the place on the list where I was previously so I don't have to scroll.
Also, when inserting solutions and links, they should appear where the cursor is, not at the bottom of the reply.
Also, when inserting solutions and links, they should appear where the cursor is, not at the bottom of the reply.
What problems is the product solving and how is that benefiting you?
Keeping on top of all support communications in a timely way.
Fast response
What do you like best about the product?
Patient tech support, they are good at explaining things easily understoo it the 2nd time around
What do you dislike about the product?
The need to elaborate more. I explained it already once so Its better if the tech cn understand the first explanation but no offense the ghe understand the 2nd time around
What problems is the product solving and how is that benefiting you?
Tech Support Dashboard Application for the company using this since I'm their Intern
Fresh Desk - helpdesk software
What do you like best about the product?
Fresh desk turns your customers emails to help desk tickets automatically. To ensure you don't miss any important emails from long standing customer base. Allows us to track and follow up on our customers and agents efficiently and in a timely manner. We do not lose valuable time and follow up with customers within 24 hours to ensure customer satisfaction stays high.
What do you dislike about the product?
It's a little confusing at first to understand all the features. Need to stay on top of the implementation process to ensure you are up and running with 48-72 hours. That way your business stays up and running without much disruption. Keeps your customers happy and will stay customers
What problems is the product solving and how is that benefiting you?
Ensuring all emails are not lost and we retain all back up information / email from our customers.
Recommendations to others considering the product:
Review all the available features. Do a trial period.
We use freshdesk for our volunteer IT support
What do you like best about the product?
Simple to use and set up. The support team are great too.
What do you dislike about the product?
Sometimes it's inflexible to change and tailor to our needs
What problems is the product solving and how is that benefiting you?
Increased security of info, keeping everyone updated with current position on tickets and tracking back.
Customer Support Made Easy
What do you like best about the product?
Our customers can quickly and easily create tickets by emailing in, we have the ability to track tickets, search by email or name, and manually create a ticket without assigning it directly to an agent (new feature!). I like the ease of creating knowledge base articles.
What do you dislike about the product?
With the new look, you can no longer resize images that are pasted into the body of your reply email. You used to be able to drag a corner and resize. It's a very simple feature that doesn't make a huge impact to most, I'm sure, but in customer support we are dropping in screenshots all the time. The lack of resizing capability is an annoyance. While the knowledge base articles are easy to create, editing them can be a nightmare! We paste as plain text, but even then adjusting font or making the bullets look nice can be very time consuming.
What problems is the product solving and how is that benefiting you?
Our main goal for Freshdesk was to use it for customer support. Freshdesk has been a huge help in streamlining our support processes.
Support and deployment specialist Cloud solutions
What do you like best about the product?
The interface is user friendly and it's easy for agent to adapt
The report section is easy to use
The report section is easy to use
What do you dislike about the product?
Not using Mint interface yet :
Latency and bugs for example when trying to merge ticket.
Search isn't optimized and we are unable to filter search results.
Interface bugs when sometimes the menu doesn't show correctly.
Latency and bugs for example when trying to merge ticket.
Search isn't optimized and we are unable to filter search results.
Interface bugs when sometimes the menu doesn't show correctly.
What problems is the product solving and how is that benefiting you?
Support service
Recommendations to others considering the product:
Really a great tool.
No frills, easy to use customer support ticketing.
What do you like best about the product?
A great way to manage a shared customer service inbox and manage multiple support tickets amongst multiple staff.
What do you dislike about the product?
Dated look and feel. Having to refresh to see updated tickets. Lack of collision detection on lower plans.
What problems is the product solving and how is that benefiting you?
Shared customer service inbox and ticketing system.
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