Freshdesk
Freshworks Inc.External reviews
3,454 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use helpdesk
What do you like best about the product?
Easy to use and not expensive. Setup was straight forward.
What do you dislike about the product?
I have not found any features we dislike.
What problems is the product solving and how is that benefiting you?
Reducing cost of helpdesk solution. Easy to dispatch tickets to correct people automatically.
IT analyst
What do you like best about the product?
Very simple and logical interface provides great functionality for customer support. Also from mobile devices, you can get a quick overview of the service with access to all applications with filtering and notifications. Freshdesk allows you to change priorities, agents, statuses and other parameters, automates routine activities, blocks spam and can help your call center. We tested several another systems before and their settings were combined with other rules of processing applications. Here they have a separate section, and the option is divided into notifications to the agent, the client, etc. Everything is much more detailed here.
What do you dislike about the product?
The system is flexible in usual helpdesk cases but very restricted in case your scenario is a bit different from the standard. There is no way to create a ticket for a customer and send a notification with a ticket number. Only on behalf of the customer or as a regular email.
What problems is the product solving and how is that benefiting you?
We've been looking for a system that would allow us to work effectively with clients. It helps effectively process customer requests on all available channels (email, chat, Facebook and Twitter, just a phone, a website).
Easy to setup and service is surprisingly nimble even if on the free tier.
What do you like best about the product?
Easy database setup. Customer support is very good. Web interface on the document support site auto format for multiple platforms with little to now effort. This makes supporting PC's, Tablets and Smartphone's very easy.
What do you dislike about the product?
Wish I had better control of linked documents on the free tier. Occasion updates cause issues with the data we export into Excel. When the field orders changed, our Excel macros fails.
What problems is the product solving and how is that benefiting you?
Customer issues were being tracked on handwritten notepads before we started with FreshDesk. With FreshDesk we now have actual data to help us grow and improve our business.
New IT User
What do you like best about the product?
Simplicity and the intuitive. I am a new user coming from Autotask. I find the UI much easier to navigate.
What do you dislike about the product?
So far I have not found any issues. But will report if found as this will be my new helpdesk solution
What problems is the product solving and how is that benefiting you?
We are using this as our internal help desk.
Very responsive support
What do you like best about the product?
Even though it took a while to resolve the issue, the support person was always very quick to reply and offer suggestions.
What do you dislike about the product?
The issue took relatively long to solve.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to run our helpdesk system. This helps split things into different categories.
Always supportive!
What do you like best about the product?
The chat function with support, always ready to help out.
What do you dislike about the product?
that the reporting tool feels a bit cumbersome sometimes.
What problems is the product solving and how is that benefiting you?
Customer Service
Recommendations to others considering the product:
Very intuitive, great account managers helping you and knowledgeable support
Awesome tool, great support!
What do you like best about the product?
Freskdesk is very powerful, it provides a complete set of configuration options that makes it very versatile.
What do you dislike about the product?
There is no way to purchase individual features. If you want, for example, to customize the CSS of your helpdesk, you need to upgrade your entire account to a larger plan, and that means paying a fee for every support agent you have in the account.
What problems is the product solving and how is that benefiting you?
An efficient communication channel with our customers.
Good support, still require some tweaks on the new version
What do you like best about the product?
UI quite simple and quick response from their support team
What do you dislike about the product?
the edit mode for our own support is bit messy
What problems is the product solving and how is that benefiting you?
problems with our software, rfc, ... easy to track
very efficient
What do you like best about the product?
very quick to reply and keen to help me solve the problem
What do you dislike about the product?
there isn't really anything to be honest
What problems is the product solving and how is that benefiting you?
helpdesk queries - user friendly
Freshdesk Review from a Educational Company
What do you like best about the product?
I enjoy it's ease of use, and the high level of functionality. We use to use an Access database to log our tasks, but this system has made it so much easier and I can't believe it wasn't researched sooner.
We work in I.T at a College, so we have a lot of clients (members of staff, external companies, students etc). We were having difficult logging and tracking our tasks throughout the day, but then we began using this system. It allows you to log a task, searching a contact list to notify the recipient. Alternatively, clients can simply email the domain URL to create a task automatically. You can log that details, the subject, the type of task, the priority and you can assign it to any agent who is added to the agent list.
It's genuinely brilliant. The developers are very helpful if you DO encounter a bug or have any questions (only 1 bug in the entire time that we've used it, resolved on the same day).
We work in I.T at a College, so we have a lot of clients (members of staff, external companies, students etc). We were having difficult logging and tracking our tasks throughout the day, but then we began using this system. It allows you to log a task, searching a contact list to notify the recipient. Alternatively, clients can simply email the domain URL to create a task automatically. You can log that details, the subject, the type of task, the priority and you can assign it to any agent who is added to the agent list.
It's genuinely brilliant. The developers are very helpful if you DO encounter a bug or have any questions (only 1 bug in the entire time that we've used it, resolved on the same day).
What do you dislike about the product?
The plans can be a bit pricey as they are per agent. If you have 15 agents like we do, then having one of the paid plans would be too expensive for us to justify to our departmental head. However, the unpaid plan has all of the functionality that we need.
What problems is the product solving and how is that benefiting you?
Tracking tasks, completed tasks, liaising with colleagues/clients, automated support system and a higher level of productivity.
Recommendations to others considering the product:
If you have a database which stores your tasks locally, then you are missing out on a world of helpful functionality. To anyone who receives 10-20+ individual jobs/enquiries per day, I highly recommend this software.
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