Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Providing support to customers in one place
What do you like best about the product?
Affordability as compared to other options
What do you dislike about the product?
I really did not find any difficulty with using this product.
What problems is the product solving and how is that benefiting you?
Providing swift response to customer needs.
great for feedback
What do you like best about the product?
It's so easy to communicate and get feedback.
What do you dislike about the product?
Sometimes it glitches but all great programs do
What problems is the product solving and how is that benefiting you?
Easy to communicate
Good but not great
What do you like best about the product?
It's gives us one place to track tickets and offer reporting
What do you dislike about the product?
The new mint interface is actually lacking some of the simple (and expected features) from the previous version. For example, if you receive a notification you can no longer right click to open in a new tab or window. Also, when you minimize your screen the two menus to the right of the ticket detail take over and the detail shrinks.
What problems is the product solving and how is that benefiting you?
Reporting on basic ticket data, offers a global space for all teams to interact and resolve issues
Good choice
What do you like best about the product?
It's simple enough and has an awesome interface
What do you dislike about the product?
I'd like a more powerful editor in soluzioni action, and possibility to import docx documents.
What problems is the product solving and how is that benefiting you?
Internal bug tracking and knowledge base
A two in one helpdesk system with knowledge base.
What do you like best about the product?
I like that the ticketing system is connected to the knowledge base which makes it easy to include links in your responses to the KB articles. I like that we can also build in our own features using their API.
What do you dislike about the product?
The UI is a bit old but they did recently build out a new UI too. I don’t like that if a reply bounces, you’re only notified by email and there’s no notification in-app. I think the forum post section could also be more robust - there’s no way to review posts before approving them, you need to approve it first before you can read the post.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
What problems is the product solving and how is that benefiting you?
We build out all our knowledge base articles in Freshdesk but use a separate tool to link in-app to our KB articles in our platform.
natura emai UI
What do you like best about the product?
easy to use and understand Freshdesk UI. It is because the UI is natura Emai UI.
It can send CC also BCC other support tool have a trouble to handle.
It can send CC also BCC other support tool have a trouble to handle.
What do you dislike about the product?
- Tickets happen to be separated with some reasons I don't understand.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
What problems is the product solving and how is that benefiting you?
Manage questions from business customers.
Fresh
What do you like best about the product?
Freshdesk is an inexpensive solution for ticket logging and tracking. While more expensive than a solution like Spiceworks, Freshdesk has a much more pleasing UI (with the Mint interface).
What do you dislike about the product?
Freshdesk lacks some features such as the ability to generate custom reports, move ticket ownership from one user to another, or apply custom styling to troubleshooting documents.
What problems is the product solving and how is that benefiting you?
We use freshdesk to manage helpdesk / support tickets.
Recommendations to others considering the product:
If you're looking for a simple helpdesk with a nice interface at a low price point, Freshdesk could be the software for you.
Quick response and accurate answer
What do you like best about the product?
The response time was quick and the answer to my question was accurate.
What do you dislike about the product?
There are a few features in the old version that are missing from the new version, Mint.
What problems is the product solving and how is that benefiting you?
Help Desk ticket management and time tracking. Solved some issues with tracking time for time sheet reporting
Just fit
What do you like best about the product?
We can reply to the q&a email without forgetting.
What do you dislike about the product?
We can t send broadcast mail via freshdesk.
What problems is the product solving and how is that benefiting you?
Before we use your products,we often forget to reply to the email from our customers.
It has been new to me, but a better tool than using email alone. We improving our own cust support.
What do you like best about the product?
I like the ability to quickly see what is happen across all our regions and some of the automation features.
What do you dislike about the product?
I do not like that timezone is not a feature to help automate ticket assignments. Time is important to support several global accounts.
What problems is the product solving and how is that benefiting you?
We were using email alone to support all our clients - they still send us emails, but we can manage them much easier. We offer support around the global and this new process helps support that need.
Recommendations to others considering the product:
The main reason why we went with Freshdesk was the html support via email response - copy+paste of screen shots saves us lots of time.
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