Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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External reviews are not included in the AWS star rating for the product.
Perfect Incident Management Tool !!!
What do you like best about the product?
Fresh desk has made it easier to create, track and comment on the tickets in our company. The recent addition of dashboards to the UI is a bonus. Fresh Desk is fast and the interface is very user friendly, even a non technical person can use it with ease. The chat feature is also awesome.
What do you dislike about the product?
Reporting and dashboards can be better as they are hard to understand at the moment.
What problems is the product solving and how is that benefiting you?
Everyone has access to the tickets history and the management is finding it easy to go back and see how we resolved previous issues. Earlier we used to go to the person to get our issues resolved, Fresh desk made us to be a professional
Recommendations to others considering the product:
very good tool and low price
A professional solution for technical support
What do you like best about the product?
I think that Freshdesk is one of the most complete options as a technical support system and user attention thanks to its dashboard that contains one of options far superior to those of other similar applications, Freshdesk is an interesting alternative that allows you to customize a large part of the application in an intuitive way through their menus. Although not everything can be customized from the dashboard we can also use external plugins that can be installed in the application and that allow adding new features.
As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.
As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.
What do you dislike about the product?
Technically I think it's a great application and I have not seen anything negative about its operation but something I did not like the first time I used Freshdesk was that some of the most interesting features can not be tested in the trial version, so thet people who try for the first time Freshdesk are forced to pay the subscription to be able to test the product completely.
What problems is the product solving and how is that benefiting you?
At work I am a Freshdesk administrator of one of the departments so I have full access to the dashboard, my work allows me to organize all the users of my level through Freshdesk so that we can organize ourselves to offer a more effective and fast support to users, thanks to this tool we can do all these tasks almost automatically.
Recommendations to others considering the product:
Use Freshdesk always in its latest version for optimal performance and I also recommend that you have at least the license "Blossom" since the free is very limited and only serves for testing. I also recommend Freshdesk for businesses with a high volume of users since in my opinion Freshdesk is oriented to this type of big business, although this does not mean that you can not use it in a smaller business.
Attention to the user easily!
What do you like best about the product?
I like very much how they guide you through the whole configuration process and the interface is very intuitive for the users, they only have to do a few clicks to request technical support.
What do you dislike about the product?
I would like to see some additional rules regarding security, such as a rule in the incoming user email to avoid reaching Freshdesk a user that we do not have in our contacts.
What problems is the product solving and how is that benefiting you?
We rely on Freshdesk to provide help to the users of the company. It is a single point of contact for all technical problems, problems, questions or requests. Currently it is only used in the IT department. The main objective of using Freshdesk is to address information technology problems as they arise. Secondary to that is the knowledge base.
Great tool for support and more
What do you like best about the product?
Freshdesk is a suite of tools focused on managing a company's support area. Therefore, Freshdesk offers a variety of applications built around it, with chat for the simplest support cases or the ticketing system and scaling being highlighted.
The appearance of the internal part or the dashboard of Freshdesk is very clear and simply designed, so that the user can always easily find what they need by navigating through its menus. It is even possible to use the search option to filter and access the desired area.
Another interesting part of the application is that we can see statistics in real-time, reflecting the number of active tickets, closed, ongoing, resolved, etc. Filters can be applied to all these statistics to find a specific case.
It is also possible to divide our support technicians into different categories or sections, allowing us to organize a support hierarchy where issues can be escalated to more experienced technicians or forwarded to other departments depending on their complexity.
The appearance of the internal part or the dashboard of Freshdesk is very clear and simply designed, so that the user can always easily find what they need by navigating through its menus. It is even possible to use the search option to filter and access the desired area.
Another interesting part of the application is that we can see statistics in real-time, reflecting the number of active tickets, closed, ongoing, resolved, etc. Filters can be applied to all these statistics to find a specific case.
It is also possible to divide our support technicians into different categories or sections, allowing us to organize a support hierarchy where issues can be escalated to more experienced technicians or forwarded to other departments depending on their complexity.
What do you dislike about the product?
To say something negative, I would have liked an option with more themes for customizing the dashboard, although the default setting is very clean and intuitive. Being able to choose among similar motifs, just changing their colors, can be interesting.
What problems is the product solving and how is that benefiting you?
Increase our efficiency at work, as we no longer have to organize the distribution of work in person, since the application automatically assigns each support technician to a person or a ticket. We have handled the application very well because we now lose much less time on tasks that Freshdesk now handles.
Recommendations to others considering the product:
Check the prices and the terms offered by the application before purchasing, as you can choose between one or the other depending on the size of your company, and the price may increase or decrease according to your needs.
Excellent page for ticket control
What do you like best about the product?
Allows the tracking and management of incoming tickets from multiple channels in a single inbox.
Quick and consistent answers to the most common questions creating predefined answers.
Prioritize and assign tickets so that you never lose sight of them.
Unify and manage in a single platform all communications from multiple channels that are related to support.
Quick and consistent answers to the most common questions creating predefined answers.
Prioritize and assign tickets so that you never lose sight of them.
Unify and manage in a single platform all communications from multiple channels that are related to support.
What do you dislike about the product?
In the time that I have been using I do not have any negative points with this software in the cloud
What problems is the product solving and how is that benefiting you?
Very good software in the cloud that allows the interaction of the messages and the conformation of tickets in an interactive way allowing a quick and timely response, optimizing the processes and the response time.
Recommendations to others considering the product:
I recommend it totally, cloud software very easy and easy to use, allows the connection between emails and different social networks, always maintaining a remote connection if necessary with the user, systematically organizes the requirements transforming them into ticks, which then they will be served by priority
About Fresh Desk
What do you like best about the product?
It is easy to manage the tickets and tracking is just simple as that. Tracking of the requests are also good, whether it was a feature request or problem. Filtering option is additional pillar for ease of access.
Very user friendly support tool in market. It can be accessed through mobile as well.
Very user friendly support tool in market. It can be accessed through mobile as well.
What do you dislike about the product?
If they keep a multiple email ID add option would be a great thing.
What problems is the product solving and how is that benefiting you?
Previously we struggle to manage the request from the clients. After using this Fresh Desk we managed those tickets and resolved at the earliest.
Recommendations to others considering the product:
It is a good tool for support people. It will be a bridge between clients and Company
Great tool for support and more
What do you like best about the product?
Freshdesk is a set of tools focused on managing a company's support area and, as such, offers many applications created around Freshdesk, highlighting its chat for the simplest support cases or its ticketing and escalation system.
The appearance of the internal part or the dashboard of Freshdesk is designed in a very orderly and simple way so that the user always easily finds what they need when navigating through its menus. It is even possible to use the search option to filter the area we want to access.
Another interesting part of the application is that we can see real-time statistics that reflect the number of active, closed, ongoing, resolved tickets, etc. It is possible to apply a filter to all these statistics to find a specific case.
It is also possible to separate our support technicians into different categories or sections so that we can organize a support hierarchy in which issues can escalate based on their complexity to more experienced technicians or refer them to other departments.
The appearance of the internal part or the dashboard of Freshdesk is designed in a very orderly and simple way so that the user always easily finds what they need when navigating through its menus. It is even possible to use the search option to filter the area we want to access.
Another interesting part of the application is that we can see real-time statistics that reflect the number of active, closed, ongoing, resolved tickets, etc. It is possible to apply a filter to all these statistics to find a specific case.
It is also possible to separate our support technicians into different categories or sections so that we can organize a support hierarchy in which issues can escalate based on their complexity to more experienced technicians or refer them to other departments.
What do you dislike about the product?
To say something negative, I would have liked to be offered an option with more themes to customize the dashboard, although the default one is very clean and intuitive, as being able to choose between other similar themes by simply changing their colors could be interesting.
What problems is the product solving and how is that benefiting you?
Increase our efficiency at work because now we don't need to organize ourselves personally to distribute the work, as the application itself automatically assigns each support technician to a person or ticket. We work the application very well because now we waste much less time on the tasks that Freshdesk now manages.
Recommendations to others considering the product:
Before buying the application, look at its prices and the options it offers, as depending on the size of your business, you can choose one or the other and the price may increase or decrease accordingly.
The best tool for a help desk team.
What do you like best about the product?
Freshdesk is a fantastic tool to perform all kinds of support services and troubleshooting, in a help desk team, the quick solution of tickets by this means, thanks to the characteristics that this system has, make it ideal for any service, in the main window I can see all kinds of reports that keep me aware of all the cases, that I have in progress and I have to resolve, which helps me a lot and saves me time, looking for services, that probably in another application I can forget, I can also be in contact with my work group on this panel, where we can work together and effectively, the creation of new contacts, for the solution of services, is created in moments, with which I can include new clients in the databases with a couple of clicks, this tool has many positive characteristics, which make our work a little easier.
What do you dislike about the product?
The reports that are created in Freshdesk cannot be customized as one would like, in my case I would like to obtain another type of data, for example a detailed report, of the response times of some of our advisors at a certain time, and in special circumstances, but with freshdesk, I can only get reports, already prepared by the application, which does not allow me to customize them in my own way, with the details I really need, and at the end of the month, I must make reports, in other applications, with other information.
What problems is the product solving and how is that benefiting you?
this tool we can provide fast, personalized and effective customer service, giving all kinds of services through this system, the different features of this application, allow us to offer a complete service to our clients, from the same application, with which our support center can be in contact with the different working groups of this sector, and thus give a more timely solution.
Freshdesk - A very good free helpdesk tool
What do you like best about the product?
It is free, Which is the best thing about the software. Now that the software has moved towards Mint, it looks a bit more good and beautiful.
What do you dislike about the product?
The UI/UX is a bit tedious in terms of understanding. Needs to be more easy.
What problems is the product solving and how is that benefiting you?
We share all our IT tickets via this and new IT developments are tracked using this.
Recommendations to others considering the product:
It is a very good HelpDesk tool wherein we will be able to trace and track all the IT raised tickets. We love it a lot! You can consider using freshdesk if you are an IT company and need time to time tracking of tickets raised.
Freshdesk improves customer service
What do you like best about the product?
Freshdesk is a very useful helpdesk software for our customer service team. The visual interface is friendly and modern, intuitive and easy to navigate. The software allows us to manage queries that come from various channels such as social networks, live chat, email, calls- easily, and makes them tickets. The reporting function is valuable because metrics are critical to evaluate the performance of our team of agents and help us identify problems quickly.
What do you dislike about the product?
We are satisfied with the software's performance.
What problems is the product solving and how is that benefiting you?
It manages customer inquiries, as a result, has increased the rate of resolution of cases and has reduced the waiting time. The automation of the tickets helps our agents to focus on reviewing the queries according to the assigned priority. Undoubtedly, the use of Freshdesk has significantly improved the quality of our customer service.
Recommendations to others considering the product:
It meets the needs of companies of all industries.
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