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Freshdesk smart automations
What do you like best about the product?
Freshdesk helps us in responding to the high incoming emails of our customers. I like it since it's easy to use and hence has helped us in easy responding. It has a good interface that is friendly to navigate through it. It shows good statistics and the number of emails enabling us to track our inbound and outbound records.
What do you dislike about the product?
It does not support inbound and outbound calls. This should also be included.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us reach our customers expectations by replying to their tickets in a fast and efficient way.
Recommendations to others considering the product:
Good helpdesk software. I recommend it to every company. It's simple to integrate and start responding to customer emails.
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I could centralize all my support channels into one
What do you like best about the product?
How I can integrate all support incoming from our different channels
What do you dislike about the product?
Reporting has to be improved, not user friendly
What problems is the product solving and how is that benefiting you?
We used to have decentralized support from different channels like email, calls, twitter and facebook. Our agents had to track manually the tickets, give support, care about satisfaction and resolve them. Many tickets were left unattended and that cost us a lot. Now, we have full control and visibility on the agents and on the tickets making easy the resolutions of lots of tickets.
Awesome tool
What do you like best about the product?
The easy adoption and friendly basis location of every module, it's so intuitive that onboarding is almost not required to start the experience
What do you dislike about the product?
Nothing this far. It fits perfect with my team.
What problems is the product solving and how is that benefiting you?
The communications and reach outs from our customers come from so many channels and with Freshdesk it seems that it's just one channel, because you have all at hand and through automation for known cases, allows you to help more customers in less time.
Recommendations to others considering the product:
If you are looking for a helpdesk solution of high performance and with less time of implementation, adoption and case resolution, you obviously need Freshdesk.
economical but with many functions
What do you like best about the product?
integration with many services
easy setup
customization also in the free profile
community active and quick in solving problems
easy setup
customization also in the free profile
community active and quick in solving problems
What do you dislike about the product?
some features are only enabled in more expensive profiles
What problems is the product solving and how is that benefiting you?
I use FreshDesk to manage the Help Desk service of a homemade software with 500/600 active customers
FreshWork platform (FreshDesk = Service Desk)
What do you like best about the product?
FreshDesk allows you to keep track and organize your service activities all within a web-based platform.
You can see your active tickets, ticket history, and previous tickets with the same contact.
Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc.
The knowledge base is also pretty nice, and you can reference it directly within your ticket.
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FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.
You can see your active tickets, ticket history, and previous tickets with the same contact.
Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc.
The knowledge base is also pretty nice, and you can reference it directly within your ticket.
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FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.
What do you dislike about the product?
FreshWorks has many components and you don't have to use everything, it just take a little bit of time to understand what each part of FreshWorks is meant for and how you might use it in your business processes...
What problems is the product solving and how is that benefiting you?
Handling service tickets via email (Outlook) only works up to a certain volume and number of users; after that it gets messy and creates a poor brand image.
Franchement la plateforme la mieux conçue!
What do you like best about the product?
Freshdesk est vraiment très facile à prendre en main. En 3 semaines, on est totalement onboardé dans un espace de production qui correspond à nos besoins et selon nos process.
C'est de loin la plus user friendly que j'ai eu à utiliser jusqu'a présent.
C'est de loin la plus user friendly que j'ai eu à utiliser jusqu'a présent.
What do you dislike about the product?
Il n'y a pas vraiment de point que je n'aime pas tellement, l'outil est plein de fonctionnalités utiles et accessible à un prix convenable.
Par contre le bot est un peu plus long à déployer et moins intuitif que le reste. Un minimum de compréhension de langages informatique est nécessaire pour cela.
Par contre le bot est un peu plus long à déployer et moins intuitif que le reste. Un minimum de compréhension de langages informatique est nécessaire pour cela.
What problems is the product solving and how is that benefiting you?
Freshdesk me permet d'avoir une vue omnicanale de mes tickets. De plus, l'automatisation me permet de gagner en productivité: des processus automatisés, donc plus de temps pour gérer d'autres sujets!
Recommendations to others considering the product:
Avant d'utiliser Freshdesk, je recommande de suivre les formations rapides sur Freshworks Academy. C'est la méthode qui m'a permis d'être rapidement opérationnel avec l'outil
A good product with a lot of features
What do you like best about the product?
The tool is very user friendly and quite easy to set up.
What do you dislike about the product?
There is too much updates and it's hard to keep track.
What problems is the product solving and how is that benefiting you?
I solved a lot of customer issues thanks to Freshdesk, my costumers are happier and I can work with more confidence.
Recommendations to others considering the product:
You should go for it.
Great tool - wish we’d unlocked its full capacity
What do you like best about the product?
1. The ability to seamless interstate with our internal processes, from our calling system, to our backend, slack and WhatsApp
2. Features to create canned responses saving time and increasing our speed of communication with our clients
3. Ability to set, track and monitor SLAs not only through automated rules but downloadable data
4. Quick support from the customer support team at Freshworks
2. Features to create canned responses saving time and increasing our speed of communication with our clients
3. Ability to set, track and monitor SLAs not only through automated rules but downloadable data
4. Quick support from the customer support team at Freshworks
What do you dislike about the product?
Automated rules breaking and filtering messages incorreactlg.
What problems is the product solving and how is that benefiting you?
- Faster response times
- Scheduling of workflows and priorities
- Increased headspace for our teams
- Scheduling of workflows and priorities
- Increased headspace for our teams
Freshdesk Review
What do you like best about the product?
- Ease of Use,
- Almost negligible training/onboarding is required to use the application,
- High reliability
- Overall simple and convenient
- Almost negligible training/onboarding is required to use the application,
- High reliability
- Overall simple and convenient
What do you dislike about the product?
Some usability features are not well thought through, logic appears to be missing.
Simple or even bugs like Feature Requests not seeing the light of the day.
Simple or even bugs like Feature Requests not seeing the light of the day.
What problems is the product solving and how is that benefiting you?
Using it as a CRM ticketing tool.
Versatile tool
What do you like best about the product?
I love how easy and clear it is to see all tickets or filter tickets. Basic information about the tickets is visible in the inbox right at a glance. Everything is very customisable. For example, you can have your ticket properties, which are very helpful because you can then do other activities. Their automation is also effortless to set up and nicely customisable.
Their reporting is very nice. Especially their new analytics pages. It's all customisable, and there is a lot that you can create there.
Their reporting is very nice. Especially their new analytics pages. It's all customisable, and there is a lot that you can create there.
What do you dislike about the product?
Their support is extremely scripted. It takes a long time to get any resolution for any atypical problem. Their chat is especially horrible. You write "Hello, I have this problem..." and you get a response of "hello, how may I help you?" and then nothing. They also have a very annoying habit of closing the chat if you do not respond for 10 minutes. They do this if you include your problem in the first message, so you have to write them again but now prepare your message in parts, so they notice your problem.
Another thing I dislike is that they always make you create a "temporary agent" with admin privileges to solve any issue that is not solvable by reading their help section. So you are giving access to your company private information constantly to random agents from Freshdesk agents.
Another thing I dislike is that they always make you create a "temporary agent" with admin privileges to solve any issue that is not solvable by reading their help section. So you are giving access to your company private information constantly to random agents from Freshdesk agents.
What problems is the product solving and how is that benefiting you?
We resolve customers problems in a timely manner and keep them informed of the progress. The benefits of Freshdesk are their automation, reporting and SLA timing rules.
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