Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Finding options you want in settings is like spelunking a dungeon.
What do you like best about the product?
There are a lot of options, if you want to set something up a specific way, it might exist, but good luck finding out how.
What do you dislike about the product?
The options are had to find anything in. It is 100% faster to google search and find someone complaining about the same issue than to actually intuitively navigate the settings.
What problems is the product solving and how is that benefiting you?
We needed a ticketing solution, knowledge base, forum, and facebook integration, it provides those.
a little clunky and buggy. Some nice features
What do you like best about the product?
General responsiveness of the website and tickets search feature is strong
What do you dislike about the product?
Some features do not work well such as the colleague ticket view feature which is not 100% accurate and some template text field bugs. (you start typing and the cursor sometimes go back up at the beginning of the text box...strange)
What problems is the product solving and how is that benefiting you?
We log call tickets and receive customer requests through our CRM (Activix). Our knowledge base and chat system (Freshchat) is also integrated directly to the CRM.
Recommendations to others considering the product:
Try their trials, it's worth it! We use Freshdesk for tickets and Freshchat for chat sessions integrated to our CRM software and it works well.
Great effort, some logistical issues
What do you like best about the product?
Tiered business model....buy only what you need. Very nice gui. I like the way they designed the response time/resolution time collection. Solid reporting capability.
What do you dislike about the product?
They are based...and I mean solely based...in India. Therefore communication is challenging. They try their best to compensate, but its been challenging.
Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.
Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.
What problems is the product solving and how is that benefiting you?
Communication barrier is significant. Time zone issues. No live tech assistance.
Good product, would recommend for small teams
What do you like best about the product?
Very simple to use, self explanatory and no need for training or to follow any help guides.
What do you dislike about the product?
Merging jobs together can be painful. Sometimes it does it by itself, based on subject and this can often be wrong. When you need to split them this can be a bit buggy. The job you split should be removed from the previous job, sometimes it sits at the bottom of that job as well as splitting into a new job.
What problems is the product solving and how is that benefiting you?
For small teams this is perfect, you can easily assign jobs to team members and make sure everyone has enough to be getting on with.
Multi Site Email to Ticket Tool
What do you like best about the product?
Simplicity out of the box, cloud hosting with the option to locate in Dublin was very helpful in terms of data residency.
What do you dislike about the product?
Not quite as feature rich as larger competitor products.
What problems is the product solving and how is that benefiting you?
Removal of Outlook to manage email, also for a multi-site business enhances business and operational resilience by allowing multiple teams to work together.
Recommendations to others considering the product:
Assess the functionality available carefully.
Ticket Tracking
What do you like best about the product?
I enjoy how simple the software is to use and the fact that it is web based so nothing to install.
What do you dislike about the product?
I do wish there were a few more features like the ability to drag and drop an email into a new ticket.
What problems is the product solving and how is that benefiting you?
This has given us the ability to let our users request help directly through our website.
Great Help Desk Software
What do you like best about the product?
Fresh desk is a simple help desk software that all our staff can pick up easily
What do you dislike about the product?
customisations on our help desk main page
What problems is the product solving and how is that benefiting you?
Fresh desk has helped improve our support workflow
Freshdesk is a solid way to organize a knowledge base and ticketing system
What do you like best about the product?
The ticketing system is easy to use and customizable enough to fit our needs.
What do you dislike about the product?
I don't like that there is not an easy way to view the solution/article ID. I also think that there could be improvements on formatting solution articles.
What problems is the product solving and how is that benefiting you?
We have streamlined our support system by using the ticketing features as well as the solutions section of the software. The Solutions section has allowed us to create and maintain a customer-facing knowledge base that is useful to our clients and has cut down on support resources.
Functionality in specialized technical support
What do you like best about the product?
The design of the platform allows people to understand in a simple way what we want to show, and that all the help is for the benefit of the customer.
What do you dislike about the product?
I would technical support to provide more detailed and quick information on recovering keys from the account, as it is a bit cumbersome and delayed that procedure
What problems is the product solving and how is that benefiting you?
I have solved many technical problems in a more fluid and fast way, whenever i need to help anyone i do it wherever i want.
Recommendations to others considering the product:
Use it promptly
Great App for Customer Service
What do you like best about the product?
Freshdesk is a great app for customer service, you can talk with customers through messengers, through emails, you can add files, pictures, you can add multiple different solutions and much more.
What do you dislike about the product?
Nothing really to add. I wish we could maybe make calls to customers through the app.
What problems is the product solving and how is that benefiting you?
All customers services problems we solve with Freshdesk.
Recommendations to others considering the product:
Freshdesk is a great app for customer service.
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