Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Freshdesk creates easy ticketing system
What do you like best about the product?
My favorite thing about Freshdesk is that I can see the status of my tickets and requests. I like how I can communicate internally and know that my problem is being addressed (without having to send an email).
What do you dislike about the product?
Overall I do not have any problems with Freshdesk. I guess my only grief is that sometimes people don't indicate when they have handled something.
What problems is the product solving and how is that benefiting you?
Freshdesk has created a single spot to organize and respond to requests. The benefits are huge in that it takes care of questions and gives an easy system for following up to a variety of requests (from password issues to more complicated things).
Recommendations to others considering the product:
Highly recommend!
good features
What do you like best about the product?
I like the fact that ot makes my work faster ,less time consuming
What do you dislike about the product?
sometimes i feel it is slow in processing so that can be a issue
What problems is the product solving and how is that benefiting you?
none
Good but could use better integrations
What do you like best about the product?
Dynamic ticket fields, knowledge base, canned responses, very customizable metrics and reports, old UI is really intuitive. Easy to see customer and individual data. Gamify is fun and motivating. Jira integration works well, but i wish you could link multiple Jira tickets to one freshdesk ticket.
What do you dislike about the product?
The integrations offered are sorely lacking. Often not well supported due to being developed by other companies, but there seems to be no accountability on freshdesks end for issues with it. Also their support is not very good about responding to what you need out of the ticket you submitted.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
What problems is the product solving and how is that benefiting you?
Monitoring our customer health, seeing what areas of our platform are too difficult to understand, time keeping to see which customers need more support/ more hands on approach.
Recommendations to others considering the product:
If you use Salesforce, go with desk because the freshdesk integration is not ideal. If you don’t need to pull data or share data with other systems, freshdesk is an excellent help desk tool, but it doesn’t have much “extras”. The built in metrics and reporting capabilities are incredible though. Very good dashboards.
Decent helpdesk software for a good price
What do you like best about the product?
The software setup is easy, and support is responsive.
What do you dislike about the product?
setup can be difficult for a standard user
What problems is the product solving and how is that benefiting you?
customer facing support using a widget within software
Recommendations to others considering the product:
Look at other products that integrate more closely with used systems. There are systems that do integrate more tightly.
Improving but there are better tools around
What do you like best about the product?
Freshdesk has a good scope for capturing a lot of information including screenshots and attachments. It also allows communication in the team like commenting and watching tickets. Which is good.
What do you dislike about the product?
What I don’t like or I think can be improved is consolidated of information rather than scattered in space. Specially all the activities in a ticket, when was it opened, updated closed and other events
What problems is the product solving and how is that benefiting you?
Change requests, bug tracking
Decent software
What do you like best about the product?
Being able to see support tickets in real time
What do you dislike about the product?
The cost of the product is what I least desire
What problems is the product solving and how is that benefiting you?
Real time feeeback to our end users support issues
IT ticketing system
What do you like best about the product?
Freshdesk is fully integrated with G Suite, and can easily be accessed from G Suites App launcher.
What do you dislike about the product?
Interface is primitive, like the web interface of early 2000s, not the year of 2018.
What problems is the product solving and how is that benefiting you?
Freshdesk is our IT ticketing system, our suers submit a ticket for wide raing IT related issues. The most popular ticket is password reset.
Great for a mid-sized company
What do you like best about the product?
We use Freshdesk every day to track issues as well as enhancements. I love that we can set up as many customers or clients and only have to pay for the agents that use the system. I love that I don’t lose track of anything that people are requesting of me. I really like the customer self-service portal.
What do you dislike about the product?
There is a little bit of a learning curve but it’s actually not too bad when you compare it to some of the other ticketing systems. I wish there was a way to send Surveys to other agents. Right now it’s set that you can only get survey results from customers or clients.
What problems is the product solving and how is that benefiting you?
We want to make sure that our IT department is giving good customer service to those whom we support. The only way to do this is to track our requests, and then track our response to those requests.
Recommendations to others considering the product:
It’s ease of set up is really great. Sometimes the ticket flow can be a little bit complicated depending on your needs.
Good but buggy
What do you like best about the product?
I like that you can track tickets and revisit ones that are still open.
What do you dislike about the product?
Sometimes when I submit a ticket, it doesn't always make it to the right team. I think I found a workaround where I can open the site in a different window and hat seems to work better.
What problems is the product solving and how is that benefiting you?
We are able to track changes to documentation and fundings - we can all be on the same page about outstanding items.
Excellent Email Management Tool
What do you like best about the product?
The dispatcher. Just a rule engine, but plenty of customization behind it to help keep emails organized and dispatched appropriately between all departments and agents. There is also a log of activities on each ticket(email) made by an agent. This has provided clarity in areas where we can improve or simpy need to provide user training.
What do you dislike about the product?
Limited email formatting. Needs a better table support within editor similar to that of outlook. Also, the search logic. Very limited compared to what exists with other comparable software. If you search part of an email, it can't populate anything, not even a closely related result.
What problems is the product solving and how is that benefiting you?
We brought on Freshdesk for our various departments in an effort improve response times and task distribution by allowing multiple agents to work form a single email.
Recommendations to others considering the product:
Really consider the feature and lack thereof. While the software is a great extension to how we operate, it does lack an areas we find important for everyday use.
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