Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to Use
What do you like best about the product?
SLA feature and the email to a ticket is the best feature of the Freshdesk. And easy to do while creating and closing the ticket. And easy to configure the agent and their settings.
What do you dislike about the product?
The report part is not in-depth as compared to another helpdesk. No option to send SMS after you create a ticket for the problem or incident. The only option is Email.
What problems is the product solving and how is that benefiting you?
Helping to create tickets for the problems and their solutions which help in better support and solutions. It also helps to generate the report about ticket we have open for the problems.
Functional and User Friendly
What do you like best about the product?
Customizability, when designing the ticking platform, it uses similar functions with other platforms but with more added features.
What do you dislike about the product?
None so far since our team is satisfied with the adaptability of the platform designer
What problems is the product solving and how is that benefiting you?
At first, you need to understand how to create the process map on how the ticket is created and forwarded to the proper resolving team
Recommendations to others considering the product:
none so far
It's been a great tool to use when corresponding to our customers
What do you like best about the product?
I like how you can keep a record of email cases, sort by urgency, tag team members within the notes of an email case, and the ability to use the app as well as the desktop version.
What do you dislike about the product?
I don't like how you can't create a new contact to share with the other program affiliated with Freshworks. Allow the ability to create new contacts in freshdesk to pair over to freshworks
What problems is the product solving and how is that benefiting you?
It's easy to communicate back and forth with the customers and their user experience is easy as well
Freshdesk is everything in Customer Support
What do you like best about the product?
It's very easy to use, has almost every option to make life easy and keeps evolving everyday
What do you dislike about the product?
the analysis section is a bit complex for novice
What problems is the product solving and how is that benefiting you?
Customer support and escalation
Effective tool for seamless communication with clients
What do you like best about the product?
The ability to give clients an instant way to access a communication platform for business queries
What do you dislike about the product?
I haven't found anything that I dislike yet
What problems is the product solving and how is that benefiting you?
Cancels out the disadvantage of missing out on important queries from clients and give us the ability to see and organize and make sure they are all accounted for
I have a live experience using this product. Easy to use.
What do you like best about the product?
GUI. Retrieve of report or data. Filtering is nice
What do you dislike about the product?
403 error hit visit pop ups now days while using freshdesk
What problems is the product solving and how is that benefiting you?
I used to solve my tickets and communicate with my clients.
Recommendations to others considering the product:
I strongly recommend this software for those who use tickets
Perfect solution for small business
What do you like best about the product?
Friendly interface
Integration with e-mail
Answer Templates
Integration with e-mail
Answer Templates
What do you dislike about the product?
Spam folder
Template search
Less statistics customisations
Template search
Less statistics customisations
What problems is the product solving and how is that benefiting you?
Fresdesk helps me to support my clients and for daily communication with users.
Recommendations to others considering the product:
You should consider Freshdesk for sure because it helps to setup support desk quickly and respond accurately for customers requests.
Great help desk platform
What do you like best about the product?
Love the ticketing system of freshdesk. One can easily manage the customer queries using this ticketing system. This software helps to manage all our customers data records. Which we are using later for our loyalty programs.
What do you dislike about the product?
Nothing much to dislike about this product. Being working in a small organization, freshdesk was solving most of our problems from customer management to queries. Although the product lacks automation but will be seeking them in future updates
What problems is the product solving and how is that benefiting you?
We were using freshdesk for customers ticketing and social media integration to push our promotions and loyalty programs. We were managing our customer records easily through this product.
Best customer support software for small businesses
What do you like best about the product?
The onboarding experience of freshdesk is really amazing for a layman like me who have no prior experience in setting up customer support softwares, plus they have lot of tutorials for learning.
What do you dislike about the product?
Although their pricing can be more pocket friendly but they can also improve their user experience more which will help layman users like us to navigate through the software better.
What problems is the product solving and how is that benefiting you?
I'm solving customer communication and support services challenges with freshdesk software. I'm also using freshdesk to understand and plan my support resource efficiency.
The most nifty and feature rich solution in a small package
What do you like best about the product?
The most critical features of a ticketing system are present in the free plan. Also, the delivery rate of the emails triggered via Freshdesk is very high.
What do you dislike about the product?
Maybe a little more of the ticket analytics value-added feature can be added to the free plan
What problems is the product solving and how is that benefiting you?
Our entire ticketing is being handled via Freshdesk and the delivery rates for us are very good. On the paid plans we are able to derive a lot of data on the tickets and the agents handling them.
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