Freshdesk
Freshworks Inc.External reviews
3,456 reviews
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Freshdesk does what it's supposed to do
What do you like best about the product?
Freshdesk is user friendly. You can find and sort current and old or closed tickets with ease. The customer just sends a mail to support and a ticket is created.
What do you dislike about the product?
The only thing I realy dislike is that image/document upload is very limited (20MB). Another thing is that shortcodes are turned on as default. It took me some time to find out how to turn off.
What problems is the product solving and how is that benefiting you?
It's solving a good deal of our day-to-day communication with customers. Customers wich we design webpages for can send changes, or images/text for Google banners and much more.
Great Ticketing System for Small Businesses
What do you like best about the product?
I have been using Freshdesk as a ticketing system for IT support as a freelance consultant for several years now. It was easy to set up, I find it quick and easy to manage tickets, I can easily track time on each job, it's pretty easy to create help pages either for self-service by clients or (more commonly, since they rarely bother to look themselves!) to provide as links to answers when clients have a question or problem. I find it mostly intuitive to use. I love the fact it automatically saves draft replies as you type. Unlike some other reviewers, I find pages always load quickly. Of course there are a few things I would like it to do differently, but that's true of every system. Overall I remain a very happy customer, particularly as the annual cost is very competitive.
What do you dislike about the product?
I'd like to be able to open a larger reply window - it's fine for short replies but sometimes you need to say more and the fixed size pane feels cramped. And it's really annoying that they delete draft replies after a couple of days (especially over a weekend).
I'm on a legacy plan. As other reviewers have said, it's very hard to see how my plan compares in terms of features with current plans and whether it would be worthwhile to upgrade.
However my gripes are pretty minor. The main thing it lacks for my use case is the ability to turn monthly reports of time spent for each client into invoices.
I'm on a legacy plan. As other reviewers have said, it's very hard to see how my plan compares in terms of features with current plans and whether it would be worthwhile to upgrade.
However my gripes are pretty minor. The main thing it lacks for my use case is the ability to turn monthly reports of time spent for each client into invoices.
What problems is the product solving and how is that benefiting you?
It acts as my ticketing system for all IT support, projects, sales activities, etc. So it helps me to track and prioritise work, and communicate with my clients.
Excelent tool, easy to use and very user friendly.
What do you like best about the product?
- Search tools
- Configurable filters
- Easy to attach images
- Configurable filters
- Easy to attach images
What do you dislike about the product?
The unroll tool (when the user's answers are put bellow other older answers) is quite confusing. I always choose to delete previous answers.
What problems is the product solving and how is that benefiting you?
User support
Cool futuristic tool for project management
What do you like best about the product?
Freshdesk is more user-friendly that helps in keeping track of projects, and this simplifies the burden of managing multiple projects, access management and client interactions.
What do you dislike about the product?
Could make use of some color codes to show the status of projects.
What problems is the product solving and how is that benefiting you?
Proper structure of the tickets w.r.t each client and detailed info helps in better resolution and thus avoids any confusion.
Alerts, notifications and reminders help to focus more and stay in touch.
Alerts, notifications and reminders help to focus more and stay in touch.
The new outlook and interface are awesome.
What do you like best about the product?
The interaction category.
Unique notification after a reply or adjustment has been done on a ticket.
The integration of all communication channels
Unique notification after a reply or adjustment has been done on a ticket.
The integration of all communication channels
What do you dislike about the product?
No matter how nice the interface is it can be tricky at first to get used to.
What problems is the product solving and how is that benefiting you?
Keeping track of all the communication a customer has had with us.
One stop solution for all my needs
What do you like best about the product?
Ease. Whether you have handled a CRM platform in past or not, you can easily navigate through Freshdesk Or Freschat.
What do you dislike about the product?
Reports and Analytics. Multiple shortcomings and the team should improve it rather than suggesting apps to download.
What problems is the product solving and how is that benefiting you?
As I said, it is an intuitive and easy to use platform for us.
Ticketing os easy
Ticketing os easy
Working in a Startup with Freshdesk
What do you like best about the product?
The ability to quickly find the information I need when I am working on a case such as the integrations with the salesforce page of the contact or the history of conversation between us and the customer
What do you dislike about the product?
The configuration of categories or groups can sometimes be a bit difficult and not very ergonomous. The activation of integrations is also a bit tricky sometimes as it doesn't fully charge at one.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us managing cases quickly and efficiently. The integration with freshchat helps us to solve and help as we are able to check the history before sending a ticket.
very good
What do you like best about the product?
the time tracker and premade templates for easy use
What do you dislike about the product?
search is a bit messy , proper search results are a bit hard to get
What problems is the product solving and how is that benefiting you?
easy management of multiple agents in a single platform
Really helpful and good to see what has been resolved and needs support still
What do you like best about the product?
How easy the interface is, how easy the ticket system works, how effective it is to be able to see what issues have been resolved and what is a bigger issue. Would recommend. They have recently introduced a 10 second delay to sending an email, so we can see graphical errors if we need to undo we can.
What do you dislike about the product?
off the top of my head i can't think of anything.
What problems is the product solving and how is that benefiting you?
How easy the interface is, how easy the ticket system works, how effective it is to be able to see what issues have been resolved and what is a bigger issue. Would recommend. They have recently introduced a 10 second delay to sending an email, so we can see graphical errors if we need to undo we can.
Best Friend for the Customer service agent
What do you like best about the product?
The user interface and ticketing system really makes it easy to remain on top of Customer's queries.
What do you dislike about the product?
Some times the reports are not generated on the realtime basis. WHich takes 20-30 mins to update
What problems is the product solving and how is that benefiting you?
Fresh desk has really streamlined the customer service process by allocating the tickets to the agents automatically as they come through in the system!
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