Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Freshservice
What do you like best about the product?
All in one solution, centralized asset management, change management and service desk
What do you dislike about the product?
CMDB functionality cumbersome, dashboards are not live or customizable
What problems is the product solving and how is that benefiting you?
Asset management, service desk automation
Easy to work with
What do you like best about the product?
Support is fast and easily accessible through chat and online resources.
What do you dislike about the product?
Although you have an easy to customize product, it would be nice to have more control or have ability to deeper customize areas.
What problems is the product solving and how is that benefiting you?
We're able to track and report to our executives on specific trends and projects.
Useful
What do you like best about the product?
-The way you track tickets:
Select status and properties of esch ticket
-the customer support of Freshdesk is the best
-the way freshdesk creates reports
Select status and properties of esch ticket
-the customer support of Freshdesk is the best
-the way freshdesk creates reports
What do you dislike about the product?
Sometimes when there are figures attached, I am not able to download it. It i click it goes to a website fot visualization but not to be downloaded as gmail does for example. I do not know if maybe I do not know how to do it (I will contact you later) or maybe is like this.
What problems is the product solving and how is that benefiting you?
Know statistics every month about:
-what is the product with more questions
-what is the more asked question
(Support cases) this helps us to improve our documentation and to explain better to avoid future questions
-include notes in each ticket is useful also for internal issues
-what is the product with more questions
-what is the more asked question
(Support cases) this helps us to improve our documentation and to explain better to avoid future questions
-include notes in each ticket is useful also for internal issues
Recommendations to others considering the product:
Is easy to use and if you have a question, the support assintant will troubleshoot questions.
Really practical mailing system
What do you like best about the product?
We can create our own rules parameters, it is really easy to understand. We can also export automatically some reports on special datas
What do you dislike about the product?
Some rules can't be changed because the main system cant be changed, sometimes it can be an issue
We can t re open an archive mail
We can t re open an archive mail
What problems is the product solving and how is that benefiting you?
We can export some datas we need and we could not before
FreshDesk is an affordable solution for a helpdesk
What do you like best about the product?
I love that there are automations built into the software, that you are able to use to improve efficiency. I have been able to reduce the workload of myself and my support staff by using automations.
What do you dislike about the product?
I dislike the fact that some features that I think are very useful, are not available, and not planned for the near future. For example, the ability to completely delete customer data if requested.
What problems is the product solving and how is that benefiting you?
Using FreshDesk has provided a full helpdesk for me and my team, and enables us to log all support request in one secure place.
Recommendations to others considering the product:
I would recommend that you consider your setup for as long as possible to start with, as changing configuration later on is easy, but can mess up your reporting.
good service overall
What do you like best about the product?
tech support agents are very helpful they are precise and comprehend
What do you dislike about the product?
local cust service seem they do not know what they are doing
What problems is the product solving and how is that benefiting you?
functionality is confusing
Recommendations to others considering the product:
For techy users yes. For plain CS, more training is needed.
Great way to keep track of tickets
What do you like best about the product?
How easy it is to use when communicating to people.
What do you dislike about the product?
Search functionality isn’t the best. Can be hard to find certain things.
What problems is the product solving and how is that benefiting you?
Communicating with partners.
Wished it integrated better with Salesforce.
What do you like best about the product?
Straight forward in its design, sufficient info for tickets.
What do you dislike about the product?
We use it in conjunction with Salesforce and it isn't as compatible as we would like.
What problems is the product solving and how is that benefiting you?
We use it for tickets to keep track of issues that need to be addressed.
Great experiance
What do you like best about the product?
Its user friendly and easy to understand. Lots of features makes the ticketing system easy.
What do you dislike about the product?
Though its an easy appliaction but still not very straight forward.
What problems is the product solving and how is that benefiting you?
We are using freshdesk for managing our support requests.
Freshdesk needs a Fresh Look
What do you like best about the product?
The search bar does a good job of finding key words and locating information
What do you dislike about the product?
If you don't have the correct keywords to use, the search bar doesn't do any good. This can make it
What problems is the product solving and how is that benefiting you?
If I am unsure of a solution to a policy problem, I can turn here to find out. It is the housing for tickets that require assistance through the company.
Recommendations to others considering the product:
It is a great place to house documents and information for a smaller business. Once a business gets too large, it seems difficult to navigate.
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