Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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World's okayest helpdesk
What do you like best about the product?
It has a great interface that's pretty easy to understand, and a lot of functionality that can be added with apps, etc.
What do you dislike about the product?
It freezes and crashes a lot. Sorting tickets and getting good data out of tickets is a chore and basically impossible without adding an analytics app or an app that allows you to pull tickets into Excel, which is sort of ridiculous. Knowledgebase management leaves something to be desired.
What problems is the product solving and how is that benefiting you?
Help desk and knowledgebase
Improves customer service
What do you like best about the product?
I recommend it is one of the best help desk solutions available in the market. It is easy to use, it is designed to cover the needs of the client. It is intuitive and easy to configure, its ticket system is simple and organized.
What do you dislike about the product?
Freshdesk works very well, but should improve some details of functions such as spam and contact management.
What problems is the product solving and how is that benefiting you?
Freshdesk is fast and efficient, contact with customers is easy and the response time is shorter. Its simple system improves customer service significantly.
Recommendations to others considering the product:
This software works pretty well for small businesses.
Chatting with customer service
What do you like best about the product?
I like the ease of selecting different categories, to ensure my questions are sent to the right team.
What do you dislike about the product?
What i dislike about fresh desk is the amount of time spent on waiting for a response, this may be only per my experience as the company I'm contracted with has a lot of contractors to manage.
What problems is the product solving and how is that benefiting you?
I'm solving issues I have with clients, pay or using the companies platform.
Recommendations to others considering the product:
Try to use different sub categories to get help faster.
Freshdesk is easy and a secure way to keep track of customers needs
What do you like best about the product?
It has great email messaging and self-service portals, helps keep track of all customer emails, "tickets" and ensures an exceptional customer service.
What do you dislike about the product?
there is nothing i dislike about this software
What problems is the product solving and how is that benefiting you?
Making sure the customers receives the best of services and that their issues/requests are solved in a timely matter.
Goodbye could be better
What do you like best about the product?
the ticketing system was very good for order entry
What do you dislike about the product?
There wasn’t a very good way to organize everything
What problems is the product solving and how is that benefiting you?
We were using freshdesk for order entry
A simple, if limited, support system.
What do you like best about the product?
Freshdesk recently went through a UI refresh which added a lot of productivity and speed to the experience of using their system. It had been a long time since anything was changed, so this was welcome. Also, there is a handy mobile application.
Dashboards have been added recently as well, in order to see ticket throughput and close rates more easily.
Freshdesk has fast loading times and the new interface is much more user friendly, plus it works in real-time now and nobody needs to refresh to see more information.
Dashboards have been added recently as well, in order to see ticket throughput and close rates more easily.
Freshdesk has fast loading times and the new interface is much more user friendly, plus it works in real-time now and nobody needs to refresh to see more information.
What do you dislike about the product?
Reporting and analytics are sub-par unfortunately. It's very difficult to pull the information that you need in order to see efficiency by customer or ticket type. Also, the API does not work as expected.
I wish the dashboards were more customisable. Right now it's nice to see what is happening across all departments, but drill-down or configuration would be much more helpful.
I wish the dashboards were more customisable. Right now it's nice to see what is happening across all departments, but drill-down or configuration would be much more helpful.
What problems is the product solving and how is that benefiting you?
We are able to provide support services to our many clients in one interface and system. We were able to create an "air traffic control" system to funnel tickets to the correct departments for higher visibility and close rates.
Recommendations to others considering the product:
I recommend setting up an API connection to pull data into a separate data lake for analytics. Reporting in Freshdesk is minimal for the level we are on, but there is an API. The API is a little lacking, but support can address any issues in data quality you have when setting up.
FreshDesk Could be a Little Fresher
What do you like best about the product?
Easy to use, recently updated interface. Really easy to tie all contacts to the business entity contact us. Love being able to access it on a variety of devices.
What do you dislike about the product?
Very simplified to the point of being restrictive. As an agent, replying to a customer contact via email should be easier and more fluid.
What problems is the product solving and how is that benefiting you?
It's our ticketing system for contact from current clients, and some future ones. Been able to utilize SLAs to reduce customer wait time, and get the number of open tickets resolved efficiently.
Functional and Easy
What do you like best about the product?
I liked that it was a simple way to communicate with the company.
What do you dislike about the product?
I did not like that it seemed to be an unnecessary step to just ending an e-mail.
What problems is the product solving and how is that benefiting you?
It helps to streamline feedback and e-mail communication.
Low cost ticket system with good support
What do you like best about the product?
The support. They will work with you to implement new features. We used it for a SOC, which is not their primary use case but we were able to customize it to be functional.
What do you dislike about the product?
The API could use some work. It doesn’t integrate with other products very well and requires additional work. We had to script a lot of functionality that should have been built in - mainly querying products for ticket automation. IE: host is down in solar winds, ticket. Also, when an agent submits a ticket - there isn’t a way to change the ticket ownership to the client.
What problems is the product solving and how is that benefiting you?
Providing a means for clients to interact with the SOC.
Good product
What do you like best about the product?
I like best the ease of using this software. User friendly and multiple helpful features such as being able to ensure only one technician was working on a ticket.
What do you dislike about the product?
The custom option at times can seem disorganized and not as easily navigated compared to other features.
What problems is the product solving and how is that benefiting you?
It helps facilitate the role of tech support wonderfully
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