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.
Sufficient service
What do you like best about the product?
I like the ability to tag the status of tickets, such as waiting on customer.
What do you dislike about the product?
When going in and out of the ticket lists, it would be good to have it return to the place on the list where I was previously so I don't have to scroll.
Also, when inserting solutions and links, they should appear where the cursor is, not at the bottom of the reply.
Also, when inserting solutions and links, they should appear where the cursor is, not at the bottom of the reply.
What problems is the product solving and how is that benefiting you?
Keeping on top of all support communications in a timely way.
Fast response
What do you like best about the product?
Patient tech support, they are good at explaining things easily understoo it the 2nd time around
What do you dislike about the product?
The need to elaborate more. I explained it already once so Its better if the tech cn understand the first explanation but no offense the ghe understand the 2nd time around
What problems is the product solving and how is that benefiting you?
Tech Support Dashboard Application for the company using this since I'm their Intern
Fresh Desk - helpdesk software
What do you like best about the product?
Fresh desk turns your customers emails to help desk tickets automatically. To ensure you don't miss any important emails from long standing customer base. Allows us to track and follow up on our customers and agents efficiently and in a timely manner. We do not lose valuable time and follow up with customers within 24 hours to ensure customer satisfaction stays high.
What do you dislike about the product?
It's a little confusing at first to understand all the features. Need to stay on top of the implementation process to ensure you are up and running with 48-72 hours. That way your business stays up and running without much disruption. Keeps your customers happy and will stay customers
What problems is the product solving and how is that benefiting you?
Ensuring all emails are not lost and we retain all back up information / email from our customers.
Recommendations to others considering the product:
Review all the available features. Do a trial period.
We use freshdesk for our volunteer IT support
What do you like best about the product?
Simple to use and set up. The support team are great too.
What do you dislike about the product?
Sometimes it's inflexible to change and tailor to our needs
What problems is the product solving and how is that benefiting you?
Increased security of info, keeping everyone updated with current position on tickets and tracking back.
Customer Support Made Easy
What do you like best about the product?
Our customers can quickly and easily create tickets by emailing in, we have the ability to track tickets, search by email or name, and manually create a ticket without assigning it directly to an agent (new feature!). I like the ease of creating knowledge base articles.
What do you dislike about the product?
With the new look, you can no longer resize images that are pasted into the body of your reply email. You used to be able to drag a corner and resize. It's a very simple feature that doesn't make a huge impact to most, I'm sure, but in customer support we are dropping in screenshots all the time. The lack of resizing capability is an annoyance. While the knowledge base articles are easy to create, editing them can be a nightmare! We paste as plain text, but even then adjusting font or making the bullets look nice can be very time consuming.
What problems is the product solving and how is that benefiting you?
Our main goal for Freshdesk was to use it for customer support. Freshdesk has been a huge help in streamlining our support processes.
Support and deployment specialist Cloud solutions
What do you like best about the product?
The interface is user friendly and it's easy for agent to adapt
The report section is easy to use
The report section is easy to use
What do you dislike about the product?
Not using Mint interface yet :
Latency and bugs for example when trying to merge ticket.
Search isn't optimized and we are unable to filter search results.
Interface bugs when sometimes the menu doesn't show correctly.
Latency and bugs for example when trying to merge ticket.
Search isn't optimized and we are unable to filter search results.
Interface bugs when sometimes the menu doesn't show correctly.
What problems is the product solving and how is that benefiting you?
Support service
Recommendations to others considering the product:
Really a great tool.
No frills, easy to use customer support ticketing.
What do you like best about the product?
A great way to manage a shared customer service inbox and manage multiple support tickets amongst multiple staff.
What do you dislike about the product?
Dated look and feel. Having to refresh to see updated tickets. Lack of collision detection on lower plans.
What problems is the product solving and how is that benefiting you?
Shared customer service inbox and ticketing system.
Good Support system
What do you like best about the product?
It's very intuitive and easy to use. You can customize and have different portals to target different clients and manages all in one place, also it support different languages. Have great integrations, like Jira, so you can work with different departments and track the status of the issues reported by different clients.
What do you dislike about the product?
The report section needs to be more robust. Right now, it gives you just predefine fields. I would like to create my own reports with the data in the system.
The mobile app doesn't allow you to manage the live chat, only the help desk tickets.
The mobile app doesn't allow you to manage the live chat, only the help desk tickets.
What problems is the product solving and how is that benefiting you?
We were trying to find a support system that allows us to manage tickets, chats and different self-service portals. Freshdesk had all the features we need it for a great price. Also, we need it a system that allows different integrations with other systems like SalesForces, Jira, Zap, etc and this system has decent plugging for that. Since we need it different types of portals (different branding) for different types of customers FReshdesk was a great option.
Recommendations to others considering the product:
It's a great product. However, if you need an amazing "Live Chat" system that allows you to manage your incoming chats for different devices, like mobile, maybe this won't be the right fit for your business.
A Modern Helpdesk System
What do you like best about the product?
Modern interface which has all the information you require in one place, if it is not presented on the dashboard, you're only a few clicks away from where you want to be.
What do you dislike about the product?
I wouldn't say dislike but rather it could be improved if the dashboard was customiseable. The plus is side that I fed this back to freshback and they have acknowledged the feedback
What problems is the product solving and how is that benefiting you?
Helpdesk, easy to use.
Still has some shortcomings
What do you like best about the product?
I like how tickets are kept separated easily
What do you dislike about the product?
Formatting of emails and solutions is poor, it is not easy to organise ticket views the way I would like, and from forums it appears that requests for changes in how Freshdesk works have been ignored for 4 years. It is hard to keep track of tickets where some has added a note for you.
What problems is the product solving and how is that benefiting you?
Keeps email inboxes clear, organises tickets
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