Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Great support and ticketing software, user friendly and easy, quick onboarding process
What do you like best about the product?
User friendly, easy to get started, my self and three agents were up and running in 3 -5 days. I love the integrations between SalesForce, JIRA, Slack etc-- everything all in once place. I love that you can send a survey out after each response back from an agent for some live scores that indicate if a customer received the right level of help. Tagging tickets with keywords so that you can run reporting on trends...
What do you dislike about the product?
Wish we had an account manager, more proactive and someone who could send us resources, offer more trainings and just generally be more actively available. Also, we have 5 active users in the software, so some guidance on how to properly interact based on our use-case-- how to create the proper language, when to close a ticket, how to customize our portal, etc I've had to reach out to support for all of my questions, no one reaches out to me to offer advice and service. I told each person multiple times about our business, but they kept asking and i had to remind them a few times, but if someone took notes, then they could suggest better usage of their software to my team.
What problems is the product solving and how is that benefiting you?
Avenue for support requests is now available, reporting benefits, understanding customer inquiry patterns
Good
What do you like best about the product?
Reponses by the agents are really quicker
What do you dislike about the product?
My problem still unresolved and pending
What problems is the product solving and how is that benefiting you?
None.
Superb Cx
What do you like best about the product?
The personalized customer experience and timely responses
What do you dislike about the product?
Occasional miscommunication and occasional follow-ups
What problems is the product solving and how is that benefiting you?
Productivity and reporting on the productivity
Recommendations to others considering the product:
Try it for yourself and if you think it's not catering for your business needs, contact a representative and you will not be disappointed
MovinMedia <3 Freshdesk
What do you like best about the product?
We like the ease of use the best of all the support desk software we tried.
What do you dislike about the product?
Searching for a catch-phrase or specific ticket (newest on top) could be better
What problems is the product solving and how is that benefiting you?
Day to day IT support for our endusers is handled by Freshdesk, resulting in quicker solving issues, not forgetting questions and giving our clients structured support.
Great Email Organizer!
What do you like best about the product?
Accountability. Before using Freshdesk we had no way of telling who was working on emails and customer fulfillment was tricky. Now we’re able to make sure we account for all emails, and service each customer.
What do you dislike about the product?
The search feature. I wish we could just type in parts of the name to search instead we are only able to search theough ticket # or reservation #. I often have to retreat to Outlook to do a quick search by name to find certain emails and this can be a hassle.
What problems is the product solving and how is that benefiting you?
This product has helped hold our staff accountable for resolving emails in accordance with different reservations. We’ve been able to divide the workload between shifts easier.
Recommendations to others considering the product:
With the correct settings this is really useful software to organize emails. On duplicates its easier to delete due to the workload time involved. Also auto replies seem trivial.
Inexpensive but Powerful Ticketing Platform
What do you like best about the product?
Inexpensive but Powerful Ticketing Platform
What do you dislike about the product?
I have to manually get some stats since some of the requirements we have can't be found in FD.
What problems is the product solving and how is that benefiting you?
Communicating with customers made easy with email, Live Chat and linked social networking sites.
Recommendations to others considering the product:
Getting all the email and ticket functionality you need does not need to be expensive.
Easy to use and have really good features
What do you like best about the product?
1) UI of the new freshdesk is really user friendly and has a light and fresh look
2) The customizable automation
3) Really responsive support team
2) The customizable automation
3) Really responsive support team
What do you dislike about the product?
Technical team took a lot of time to resolve the issues of Reply Editor on the New Freshdesk and never heard back from the Freshdesk Support team thus don't know if it is working fine or not thus using the Old UI of FD.
What problems is the product solving and how is that benefiting you?
Communication is the key to solve problems. Thus conversing on different tickets, merging and quoting tickets, adding watchers on ticket are some really helpful features which are generally lack in general emails boxes. Thus as we are growing and our customer base is growing, this is the best tool for managing all the conversations with customers.
Recommendations to others considering the product:
Quick and easy to use. Provides multiple ways to raise tickets. Allows you to customize to reflect your brand. Freshdesk is fairly easy to configure and full of useful customizable features and automation that will help manage and save time to assist your customers
Really good support platform, especially while working amongst multiple teams
What do you like best about the product?
The UI is pretty customisable and responsive. Furthermore, working between several support teams is really convenient.
What do you dislike about the product?
The platform offers extremely limited data reporting
What problems is the product solving and how is that benefiting you?
Providing support for our Marketing Intelligence platform. Freshdesk allows us to operate our entire support apparatus, internally and externally
Great helpdesk software that's simple to use
What do you like best about the product?
Easy to manage and use. Keeping clients informed of the progress of a ticket is simple.
What do you dislike about the product?
No way to assign time spent on a ticket.
What problems is the product solving and how is that benefiting you?
Allows us to manage support across many clients and at the end of the month, we can get a report of tickets per client for billing.
Easy to use
What do you like best about the product?
I love the automations options and every way to integrate with freshdesk. And I love freshdesk support team! They are amazing.
What do you dislike about the product?
There are some labels, e-mails and options there are only in english and are not accessible to change. The reports need some improvements and customization options.
What problems is the product solving and how is that benefiting you?
Answer and catalog customer e-mails in a lower time.
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