Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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Good stuff
What do you like best about the product?
They offer a free option with unlimited users for you. Great for startups that don't need all of the additional features and tools. It also has a bunch of add-ons, plug ins and integrations that are really helpful if you are using a bunch of other tools. We are not, so we don't necessarily need them all (but great to have, as the business continues to grow)
What do you dislike about the product?
The one problem that I have with Freshdesk so far is their word processor (for us in the knowledge base/wiki). It is terrible. When you are writing articles it frequently will break, in that it won't change font sizes like you told it to, or the bullets will just randomly start not working correctly. It often makes it very frustrating to write new articles because I know in order to match my style and structure of previous articles I am going to have to take twice the amount of time needed to get the stupid bullets to work. If freshdesk fixed that, then I would give it 5 stars across the board. It may also work better on the paid accounts vs the free version. Regardless, (at least for the free version) the word processing functionality of the knowledge base is bad.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as our complete support system. From a user guide/wiki to the entire ticketing process it allows us to centralize our support
Recommendations to others considering the product:
Definitelly worth trying the free version, especially if you are unsure of whether or not you need the product
Great customer ticketing system
What do you like best about the product?
I like that the company is relatively new and works hard to make their customers happy, including trying to integrate new ideas. They have the ability include images in canned responses, and a cool campaign option in their chat.
What do you dislike about the product?
The cost is high. Also, the workflows/actions aren't built into the shortcuts/canned responses like on Zendesk, which makes it a little more difficult to use.
What problems is the product solving and how is that benefiting you?
Organizing all client communications into one area.
Very friendly support and easy to use software
What do you like best about the product?
We have just moved over to Freshdesk and have been loving the freedom you get with it. You can configure next to everything you would need.
What do you dislike about the product?
It did take a wile to set up and fully get going.
What problems is the product solving and how is that benefiting you?
Much easier for the Staff to log tickets and use the self service side of the site.It flows well for the users to be able to create new users and request Kit for uses.
Recommendations to others considering the product:
Get them to do a demo of the product and ask lots of questions. they were very helpful in building our site to our needs
Easy to Use and Intuitive
What do you like best about the product?
I like the ability to have a back and forth conversation of sorts and track the comments and notes
What do you dislike about the product?
For whatever reason I get two emails when a user inputs a ticket.
What problems is the product solving and how is that benefiting you?
Customer service/technology issues for a public school
User Friendly
What do you like best about the product?
Efficient, Nice interface, user friendly & gets the job done.
What do you dislike about the product?
There could be more features and options for the customer to utilize to get answers in different ways.
What problems is the product solving and how is that benefiting you?
involving both parties to resolve issues and get answers. connectivity to show concern for consumer.
Great helpdesk software
What do you like best about the product?
It is easy to setup, easy to teach to users and easy to manage. It is really one of the best helpdesk softwares.
What do you dislike about the product?
Some settings are a pain to get working correctly. The pricing can also be an issue for smaller companies.
What problems is the product solving and how is that benefiting you?
It can help with email routing and response follow up.
Recommendations to others considering the product:
Make sure you take your time setting up and contact support for any questions.
Very easy to set up and use
What do you like best about the product?
The interface is very nice and fluid, the navigation is simple, offers customization options, and different plans. The free plan is also great because it allows one to give the product a try before going with a paid license.
What do you dislike about the product?
The only thing I disliked was that the plans are a bit pricey. Other than that, I haven't found anything so far that I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk is used to track our IT problems and incidents and it allows us to effectively manage tickets. It allows us to organize tickets in a nice way as well.
Good for IT
What do you like best about the product?
Very simple to use. Clean UI and very user friendly.
What do you dislike about the product?
I don't really have a problem with it to be honest.
What problems is the product solving and how is that benefiting you?
With Freshdesk we can handle support requests in different facets of our company.
Nice tool to get your IT issues resolved
What do you like best about the product?
Interactive tool which helps users having IT issues to resolve it ASAP
What do you dislike about the product?
Waiting times could be a little more, due to which sometimes calls cannot get through
What problems is the product solving and how is that benefiting you?
Daily IT issues
Our Freshdesk experience
What do you like best about the product?
The very intuitive interface. Very easy to use and user oriented.
What do you dislike about the product?
Some lack of clear information on some specific topic and the (ab)use of Google tools or solutions.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to solve our software problem coming from our client. The use of Freshdesk has allowed us to structure and organise our Support.
Recommendations to others considering the product:
Give it a try.
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