Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Good functionality but not great interface
What do you like best about the product?
I really like the different tags and labels for the incoming tickets, makes it really easy to identify each query . I also like the fact that you can assign tickets to different agents . The fact that you can do temp passes for users who won't be accessing it a whole lot is also nice.
What do you dislike about the product?
Sometimes the system is delayed or fails to show all the tickets, it also seems like the search function is very hit or miss. The mobile app can be quite glitchy at times, like for example, the notification only work sometimes.
What problems is the product solving and how is that benefiting you?
We're streamlining our different customer queries into one inbox , we provide different services that come with different emails our clients can reach out to so this makes it a lot less complicated.
Cloud based customer helpdesk application
What do you like best about the product?
This is a good helpdesk application for all type of business. It helps in monitoring workflows in our organisation.
What do you dislike about the product?
License fee is little bit higher than other vendors. Rest everything is good.
What problems is the product solving and how is that benefiting you?
Freshdesk helped in monitoring the workflow. We got updates on email regarding the ongoing customer tickets. This improved the customer relationship.
Easy way to respond to emails.
What do you like best about the product?
You could have a survey sent after sending an email for constructive criticism.
What do you dislike about the product?
It was not as user friendly as other systems I've used or upgraded to.
What problems is the product solving and how is that benefiting you?
Emails and completing tickets to track the work I've done. Also helps to document important information in regards to clients.
Recommendations to others considering the product:
Great for emailing and documentation!
Decent solution for knowledge base.
What do you like best about the product?
Building out a knowledge base with FreshDeck is fairly simple and intuitive. Adding images to documents and publishing article is fairly straight-forward. The search function works well and the presentation of the knowledge base is good.
What do you dislike about the product?
It takes a bit of work to try to integrate the look smoothly to your own website. There are some paid functions that will give you more options but wished that I could have tried out some of these functions beforehand to ensure they worked with our website.
What problems is the product solving and how is that benefiting you?
Having support pages and end-of-life documentation has helped cut-down on the number of tech support calls.
Freshdesk admin
What do you like best about the product?
Application simplicity and the ability of grouping the emails. I like also the possibility of adding users with a day pass license.
What do you dislike about the product?
All emails (data) are stored to freshdesk cloud and it is not possible to retrieve to other system all old emails. Also custom applications (API) are difficult to develop.
What problems is the product solving and how is that benefiting you?
Help desk and ticketing. At the moment maybe the best on this category.
Recommendations to others considering the product:
Take trial period and make sure it covers all your needs. If special customization is needed from Freshdesk developers... have a lot patience.
Very complete application, although not very intuitive
What do you like best about the product?
The general handling of the tickets is good, and has many features. It allows to integrate with other applications and automate the work with our own application. It works very well with the rest of the products in the Fresh suite
What do you dislike about the product?
The fact that it has many features makes it a bit difficult to use. its user interface is not the most modern and it is not very intuitive, so an initial learning is required. The filters that are used to visualize the tickets can be improved.
What problems is the product solving and how is that benefiting you?
Freshdesk has allowed us, after an initial learning stage, to work well and quickly to solve the tickets. It has good tools for integrations to automate many of the processes.
Freshdesk Review
What do you like best about the product?
Affordable
Ease of use
Multiple features that helps collaboration. Works very well when systems are disjointed and need multiple input streams
Ease of use
Multiple features that helps collaboration. Works very well when systems are disjointed and need multiple input streams
What do you dislike about the product?
Slow when used with other applications. Have to re launch each time it hangs.
What problems is the product solving and how is that benefiting you?
Customer satisfaction
Great stuff
What do you like best about the product?
It gets the job done. This is a great product
What do you dislike about the product?
It's needs an upgrade with AI . It does for now
What problems is the product solving and how is that benefiting you?
It helps me solve difficult tasks
Recommendations to others considering the product:
It's great for right now. It needs an upgrade
Great customer interactions management tool
What do you like best about the product?
It puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers. Freshdesk has Game Mechanics and this is great.
What do you dislike about the product?
The product is more expensive than the competition. It is also lacking some key integrations that I would like to see implemented.
What problems is the product solving and how is that benefiting you?
Just managing customer requests
Good but not great
What do you like best about the product?
It's simple to use yet has a lot of features that you can refine.
What do you dislike about the product?
It's clunking and isn't good in split screen.
What problems is the product solving and how is that benefiting you?
It is a simple ticketing application that users seem to like.
Recommendations to others considering the product:
Nonprofit discounts are good.
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