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.
Simple Support Tool
What do you like best about the product?
It is quite a simple tool with a quick interface. Ticket fields are easy to create and customize
What do you dislike about the product?
Lacks robustness of reporting.
When you have many fields, they're pretty clunky. My ticket fields are often longer in sidebar than my tickets.
The KB area UI could use some work.
When you have many fields, they're pretty clunky. My ticket fields are often longer in sidebar than my tickets.
The KB area UI could use some work.
What problems is the product solving and how is that benefiting you?
We can accept support tickets.
use cases: tech support and travel industry
What do you like best about the product?
how flexible the team is to adjust things for your case.
how you can adjust almost any notification (still working on removing the "almost").
how you can adjust almost any notification (still working on removing the "almost").
What do you dislike about the product?
some decisions FD has made only thinking on some use cases, leaving no room to adjust to more cases.
we are working with dev team to fix this, but sometimes is hard bc the solution involve to many chances.
we are working with dev team to fix this, but sometimes is hard bc the solution involve to many chances.
What problems is the product solving and how is that benefiting you?
team work. security against mistakes. lower response time.
speed up agent work.
reporting
speed up agent work.
reporting
Recommendations to others considering the product:
ask for an account manager. and escalate your concern to him.
he'll be helpful
he'll be helpful
Freshdesk is Great but Lacks Organization
What do you like best about the product?
There are many underlying functions that can be performed in Freshdesk that allow for great cross-departmental communications. Issues are easily tracked and driven towards solutions.
What do you dislike about the product?
Freshdesk is very unorganized and messy if not properly rolled out to a company/enterprise. The depth of Freshdesk calls for many superusers that must know the functionality and capabilities this tool has to offer.
What problems is the product solving and how is that benefiting you?
Customer Concerns, Hardware and Software Customer Issues, EHR Credential Request and Revocations, Compliance Policy Adherence
Freshdesk usage review
What do you like best about the product?
easy solutions
Easy sorting
Easy clearance of tickets
More organized
Easy sorting
Easy clearance of tickets
More organized
What do you dislike about the product?
less control for developers to customize it.
Limited development tools.
e.g. can only use jQuery
Limited development tools.
e.g. can only use jQuery
What problems is the product solving and how is that benefiting you?
easy solutions
Easy sorting
Easy clearance of tickets
More organized
Easy sorting
Easy clearance of tickets
More organized
Well functioning app. Some tweaks still need to be done to suit all needs of ours.
What do you like best about the product?
Works on all devices and simple to assign chats to different people. Clean and nice interface. Sufficient functions.
What do you dislike about the product?
Bot could be more smarter to make the conversation with the customer better. Support (freshdesk) would be nice to have as FAQ and not needed to write them again. More clearer tips on how to access your backend to enable the chat to our web app.
What problems is the product solving and how is that benefiting you?
Easier support and sales possibilities. Our main focus is to bring leads to FreshSales.
Freshdesk Review
What do you like best about the product?
The staff are very proactive in reaching out and assisting and are always readily available.
What do you dislike about the product?
Unfortunately a lot of features are missing or somewhat complicated. Phone calls are not tracked very well, and you cannot create tickets for calls that are forwarded to mobile. All phone calls should automatically create tickets. This is what Zendesk does, and it makes tracking much easier. With Freshdesk it is nearly impossible to track your calls and gather data from them, and the reporting for phone calls is non-existant which is a huge problem.
What problems is the product solving and how is that benefiting you?
Freshdesk is quite user-friendly. Its interface is pleasant to look at, and it has quite a few good features, however it still needs some improvement.
Recommendations to others considering the product:
Make sure it meets all your needs before switching.
nice ticketing tool
What do you like best about the product?
simple GUI,user friendly its complete freware
What do you dislike about the product?
Ticket not created immediately late response
What problems is the product solving and how is that benefiting you?
tracking of ticket
Freskdesk - good for tickets, bad for searching
What do you like best about the product?
The ticketing system is easy to use, the gameification features work well, canned responses and automation all help ticket management. The support staff for Freshdesk are helpful and friendly.
What do you dislike about the product?
The ticket searching can be completely terrible with it occasionally unable to find live tickets which are clearly visible in open queues.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us get on top of our customer support and enabled us to track problems while keeping the customer aware of how their issues were progressing
Easy to use, not the most reliable
What do you like best about the product?
Ease of use, format, canned responses, reports
What do you dislike about the product?
Emails out of order even when sorted, bugs in the software
What problems is the product solving and how is that benefiting you?
Trending topics
New Freshdesk user
What do you like best about the product?
Ease of seeing tickets. the main dashboard is nice.
What do you dislike about the product?
Needs a better knowledge base and a way to customize a dashboard just for one person.
What problems is the product solving and how is that benefiting you?
ticket management. evaluating productivity.
Recommendations to others considering the product:
I would like to be able to have a customization dashboard just for me.
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