Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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External reviews are not included in the AWS star rating for the product.
An easy to use system to handle customer service without breaking the bank.
What do you like best about the product?
I like the ability to start scenarios and quickly assign tasks to other members of my team.
What do you dislike about the product?
There was a bit of a learning curve and some of the features aren't the most functional (such as naming conventions and buttons).
What problems is the product solving and how is that benefiting you?
I was able to clear up our inbox and make sure problems and issues were being handled correctly.
New isn't always better!
What do you like best about the product?
It is pretty flexible making setting up rules, creating groups, etc... Also being able to create new filters is a nice feature.
What do you dislike about the product?
Some of the changes with the newest update actually cause issues (there are two new menus to the side of the ticket detail that do not shrink when the screen is reduced but the ticket detail will making the most important information unavailable)
What problems is the product solving and how is that benefiting you?
The main purpose is for internal users to submit tickets to our services team however we recently started using it for our outside vendors as well making communication and requests streamlined and visible to the entire team
Recommendations to others considering the product:
Take time to test thoroughly to assure it meets all of your needs
Freshdesk is great!
What do you like best about the product?
I like how the ticketing software is cloud based and very easyy to use.
What do you dislike about the product?
Sometimes the services are slow but this depends on local network so that is not completely the applications fault.
What problems is the product solving and how is that benefiting you?
We are solving a quicker way to get in touch with users and customers. It is a lot easier to explain things to the user base with this system.
Very good
What do you like best about the product?
I think this tool is very good. You can speak and call easily and quickly.
What do you dislike about the product?
You need internet, but today everybody has internet in the work, house, etc
What problems is the product solving and how is that benefiting you?
I call many people, and I solve many problem with this tool i can connect quickly with all the company
Good for start ups
What do you like best about the product?
I think Freshdesk is a great system for start ups, its free platform is basic and does as it says.
What do you dislike about the product?
Like all helpdesks, the cost of its paid tiers are just too expensive.
What problems is the product solving and how is that benefiting you?
We deal with general customer support queries, we tried out Freshdesk but felt it did not meet our needs so moved to Zendesk.
Recommendations to others considering the product:
If you are looking to pay for a help service, I highly recommend you go to Zendesk as its better in every way. If you are looking for a free service then Frehdesk is amazing.
Very easy to use.
What do you like best about the product?
Like most of softwares I use. This is very well built. Stable and easy to use.
What do you dislike about the product?
Sometimes it's hard to find what you are looking for.
What problems is the product solving and how is that benefiting you?
Just helping customers with day to day work.
Amazing User Interface
What do you like best about the product?
Freshdesk is the easiest customer service software to setup I've ever used. You can create multiple brands all with their own domains, email addresses, etc.
What do you dislike about the product?
Freshdesk is pretty behind for automated chatbots - they don't offer any native solutions for this. You can get some add-ons but Freshdesk doesn't have as many options as Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has help us organize our customer service department. We can manage our different brands all through different channels all under one window.
CSR Support
What do you like best about the product?
The ease of contacting, tracking and keeping a record of the conversations between us and our clients
What do you dislike about the product?
Email issues with bounced back email notifications, rest is all good
What problems is the product solving and how is that benefiting you?
The system is great for tracking alerts and following up with comments and history of events
Recommendations to others considering the product:
Easy to use tracking programs for follow-ups on alerts and/or complaints. Easy to know who said what and when they said it.
FreshDesk
What do you like best about the product?
Easy and neat UI, useful canned reports, responsive support
What do you dislike about the product?
Hard to associate incidents to problems or incidents, tags are not searchable
What problems is the product solving and how is that benefiting you?
IT customer support
Recommendations to others considering the product:
Know what you are buying. Their support is very responsive.
Satisfying need
What do you like best about the product?
Workflow is good but need to be more effective
What do you dislike about the product?
Integration should have included many other products
What problems is the product solving and how is that benefiting you?
Ticket management
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