Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Gets the work done
What do you like best about the product?
I found it more user friendly and updates were also easy
What do you dislike about the product?
The constraints at some point of ticket
What problems is the product solving and how is that benefiting you?
Day to day operations. It helps find gaps
Room for Improvement
What do you like best about the product?
FreshDesk has a great team behind the product that always willing to help. F
Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up).
Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.
Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up).
Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.
What do you dislike about the product?
Coming from using the Front app, the initial couple of weeks using FreshDesk was frustrating to say the very least. With Front being so incredibly easy to use, FreshDesk seemed counter-intuitive, wasn't straight-forward and lacked a lot of the handy tools that Front had like reminders, drafts folders and a very simple layout that just made sense. After a couple of months of use, however, the team has now gotten used to FreshDesk but are still frustrated by the lacks of useful tools.
What problems is the product solving and how is that benefiting you?
We are exploring the chat function which we believe could further reduce tickets coming in - always a positive thing!
Good solution but lacking some basic features
What do you like best about the product?
Simple to manage, the new mint experience looks nice as well
What do you dislike about the product?
Some basic features are missing, that can save time, like using a hashtag to search for canned replies.
What problems is the product solving and how is that benefiting you?
Customer support
FreshDesk Support Management
What do you like best about the product?
Easy to use. Clients like the interface
What do you dislike about the product?
Cannot customize work flow as much as I
What problems is the product solving and how is that benefiting you?
Providing our clients with a way to interact with our support team. The clients like the interface and ease of use.
Recommendations to others considering the product:
This is a great tool for a startup or small business needing to support a small customer base.
Daily system admin use
What do you like best about the product?
Easy to use from an agent and system admin point of view
What do you dislike about the product?
Limited text formatting, current options are not so easy to use
What problems is the product solving and how is that benefiting you?
Ticketing, inbound and outbound emails for customer service and also complaints
Work well
What do you like best about the product?
Managing incoming and ongoing tickets is easy on a per agent level
What do you dislike about the product?
the left and right arrow keys switch between tickets when I would like to do alt+left to navigate backwards in my history
What problems is the product solving and how is that benefiting you?
Its an easy way to manage our support desk for all of our customers
Recommendations to others considering the product:
The free trial is easy to use to get started
It has all been a good expereince
What do you like best about the product?
It's simple and straight forward interface
What do you dislike about the product?
Lack of configurability for specific forms
What problems is the product solving and how is that benefiting you?
We are using this portal as a complaints portal... Centralising all the complaints
Freshdesk Review
What do you like best about the product?
The ability to filter tickets by status
Customer Survey Leaderboard
Viewing tickets assigned to each Agent
Customer Survey Leaderboard
Viewing tickets assigned to each Agent
What do you dislike about the product?
New Mint Freshdesk GUI (When typing reply, cursor jumps to the start of the reply).
What problems is the product solving and how is that benefiting you?
The management of customer queries, responding to customers in the quickest time frame possible.
Recommendations to others considering the product:
Makes it very easy to maintain and reply back to customer questions and queries.
Good, could be great!
What do you like best about the product?
I like the intuitive functionality of the platform. I'm able to segment, organize, and edit fairly seamlessly. Tickets don't seem to get lost in the shuffle as much as other platforms.
What do you dislike about the product?
The little bugs that seem to be plaguing the platform, such as the cursor jumping to the heading of my tickets randomly. Also, more long-term analytics for reporting would be great.
What problems is the product solving and how is that benefiting you?
Segmentation of tickets, the ability to categorize tickets for reporting metrics later on. We use this to see what kind of tickets we are getting more readily than we could before.
Recommendations to others considering the product:
Get to the bugs quicker and I will be very pleased!
My Experience with freshdesk
What do you like best about the product?
Keeps track all the incidents. We can approve tickets using this. Also the priority and overdue is help us to improve our service
What do you dislike about the product?
Nothing specifically. But in the latest mint version we are not able to use the custom apps. Hope you guys will comeout with a solution.
What problems is the product solving and how is that benefiting you?
Approving the transports.. Previously we need to use a separate software for this
Recommendations to others considering the product:
Value for money
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