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.
Its very easy to use!
What do you like best about the product?
I like that when you copy and paste screenshots and images from another document, it just paste the contents as is.
What do you dislike about the product?
There is none that I can think of so far.
What problems is the product solving and how is that benefiting you?
I am in charge of the electronic health records system issues. Its easier to organize priority instead of writing down everything on a notepad.
Intuitive and Flexible Solution to Grow Customer Retention
What do you like best about the product?
There are some of the most advances and useful features like Screensharing, CRM Integration, Chatbot, CSAT, Ticketing Management, SLA, a Day pass for agents, etc. The capability to integrate with Chatbot, Magento, and other marketplace apps is phenomenal. It is a must go!
What do you dislike about the product?
I did not like the mapping management of fields with 3rd party platforms. There are API limitations that create a challenge for data modifications.
What problems is the product solving and how is that benefiting you?
Real-time customer resolution, Access to the knowledge base, Q&A
An easy and helpful integration.
What do you like best about the product?
The fact that the native integration offered requires less than 5 minutes to be set up.
What do you dislike about the product?
Depending on the use case for the client, the integration might not be fully cover all their needs.
What problems is the product solving and how is that benefiting you?
The ability to track support and commercial information easily, to have a comprehensive view of the client's situation.
A relatively smooth experience that does the job
What do you like best about the product?
The possibility to configure your own views
What do you dislike about the product?
There are no built-in statistic checks that help view details of the workflow in the last x time
What problems is the product solving and how is that benefiting you?
It helps to manage workflow between the customer side of the business to the development and r&d side of it with the Jira integration.
Recommendations to others considering the product:
Give it a try and see if it has the solutions that your business might need
The perfect and most streamlined way to interact with your leads and your existing users
What do you like best about the product?
All the emails to the users land in the end users primary mailbox which helps us reach our customers as well as protect our domain from spamming penalty
What do you dislike about the product?
The free plan is very limited in features and some critical features in the pro plans should have been included in the free plan.
What problems is the product solving and how is that benefiting you?
All our customer interaction and issue handling are being seamlessly taken care of by Freshworks. The analytics is also helping in getting us an idea of our process and the bottlenecks.
I love all the reports and analytics
What do you like best about the product?
Adding notes to have trazability
Customizer fields and widgets to gather info that we need to resolved tickets effectively
Communicate with the client thought the platform
All The reports and analytics
Customizer fields and widgets to gather info that we need to resolved tickets effectively
Communicate with the client thought the platform
All The reports and analytics
What do you dislike about the product?
Maybe generate alarm to send to the agents regarded with the tickets unresolved or to the manager when we get a bad or just ok answers from the survey
What problems is the product solving and how is that benefiting you?
Workload
Performance
Client focus
Business decisions
Performance
Client focus
Business decisions
Freshdesk review
What do you like best about the product?
Prompt and speed connectivity never gets lagged or never down perform every feature and all the options are best
What do you dislike about the product?
nothing to be disliked in Freshdesk everything is just great
What problems is the product solving and how is that benefiting you?
forward the request to the concern team to resolved our customers issues
Recommendations to others considering the product:
Easy to use. No hard and fast process easy to contact concern team and tag them in all very user friendly
Easy to use helpdesk system
What do you like best about the product?
The user interface is very simplistic and easy to understand. Internal notes and public emails are clearly separated.
What do you dislike about the product?
The official plugin for integrating Jira with Freshdesk doesn't work so far for us, but the support really cares to get it fixed
What problems is the product solving and how is that benefiting you?
Customer email communication is managed centrally for all staff. Responsibilities per request can be cleared
Overall good product with good price-performance ratio
What do you like best about the product?
Easy handling and set up of the product. Many different possibilities of customizing the tool and fields and using it the way you want to. Clear and structured layout is easy to understand and to work with.
What do you dislike about the product?
Creating custom reports is not intuitive at all. And purchasing the product should be more accessible with a better checkout process.
What problems is the product solving and how is that benefiting you?
Giving you a structured and efficient customer support/ticketing tool. Handling all issues from one central place is critical.
Amazing but their Account Management team needs a lot of improvement.
What do you like best about the product?
It's a great CRM with a lot of tools and features which are helpful both for the customer and the employees.
What do you dislike about the product?
Though I have been using Freshdesk for quite some time now, recently have been facing a lot of issues with their Account management team. Delay in responses, showing lack of ownership and responsibilities.
What problems is the product solving and how is that benefiting you?
We are able to check and improve response time, resolution time, CSAT, make automated reports. We have become more productive and efficient as a team. Our business performance has improved.
Recommendations to others considering the product:
It's a good and easy CRM platform to use and can be considered for usage.
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