Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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External reviews are not included in the AWS star rating for the product.
Application to resolve problems and move ahead
What do you like best about the product?
I liked the system of raising tickets, and that ticket will be passed on to the concerned team. The concerned team will reply and we will be notified through our mail.
What do you dislike about the product?
Resolution time is little longer so we need to be patient
What problems is the product solving and how is that benefiting you?
I usually escalate concerns of parents regarding technical issues or refund or retention or any other
Recommendations to others considering the product:
If your organisation is big and you feel issues are not being escalated please use this application as it will help us maintain data and proof of issues raised
Great for workflow and inquiry management, but isn't all things
What do you like best about the product?
Numbered tickets are great and helpful, easily searchable, and
What do you dislike about the product?
-UI when typing replies does not clearly mark a difference in font and color
-FSM component doesn't allow for repeating events, which is a shame because this is one thing our company really needs
-Per user billing is inconvenient when several members of our staff only need occasional very limited access that is not worth the price of a day pass
-FSM component doesn't allow for repeating events, which is a shame because this is one thing our company really needs
-Per user billing is inconvenient when several members of our staff only need occasional very limited access that is not worth the price of a day pass
What problems is the product solving and how is that benefiting you?
We are using freshdesk to streamline sales inquiries, registration and database notifications, and client interaction.
It has been very helpful to have reminders and to-do lists for when our items are less straightforward
It has been very helpful to have reminders and to-do lists for when our items are less straightforward
Best tool for ticketing
What do you like best about the product?
The best part of Freshdesk is the ticketing as well as the clarity and option provided by this tool to solve the tickets and also to keep track of it.
What do you dislike about the product?
Not much to dislike about Freshdesk! It is the best
What problems is the product solving and how is that benefiting you?
It helps us to track our Tickets based on the groups and the product and very user friendly
Recommendations to others considering the product:
Best Tool for ticketing, Chats and tracking
Internal customer service efficiently
What do you like best about the product?
Currently, the organization uses Freshdesk to provide real-time solutions to both internal and external clients on a large scale via the web. For the quick resolution of company-related requirements, the app, web, and servers are used to aid in rapid management.
What do you dislike about the product?
The flow can be affected when the volume of interactions suddenly increases.
What problems is the product solving and how is that benefiting you?
All requirements are responded to in real time, thanks to the fast interface that the application provides.
Recommendations to others considering the product:
Friendly design so that any user can handle it. Permanent updates and development for each client. Special design for supervisors.
Freshdesk has helped to optimize and streamline communications!
What do you like best about the product?
The most helpful aspect of Freshdesk is keeping track of all customer questions that can easily get lost in an email inbox. The backend interface is easy to use and allows you to assign team members to respond to specific questions. I am newer to using Freshdesk but have been very quickly sold on the benefits for both me and my team.
What do you dislike about the product?
The only thing I dislike about Freshdesk is if a customer responds by simply saying, "Thank you" - the ticket is reopened, leading me to open Freshdesk and walk through the process of closing the ticket all over again. However, if this is the worst thing about it, it's still well worth the headache.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping me and my team to respond more quickly and efficiently to questions we receive. We can batch similar questions to respond easily and can also keep a record of similar questions we have already responded to in the past, making it all the easier to respond in the future.
Freshdesk -Love this application
What do you like best about the product?
extremely easy to use , I love the options of adding tags, and the ability to add canned responses. The reporting, is also a great way to track staff performance.
What do you dislike about the product?
I haven't found anything to complain about yet
What problems is the product solving and how is that benefiting you?
Netstream is an FNO and we use it as our primary ticketing system for all support and maintenance queries.
Freshdesk allows us to manage all that in one space, we no longer need to question if a query has been responded to as we can see the time of the last response and also when a customer has responded without going into a ticket, this coupled with adding tags makes for quicker response times.
Freshdesk allows us to manage all that in one space, we no longer need to question if a query has been responded to as we can see the time of the last response and also when a customer has responded without going into a ticket, this coupled with adding tags makes for quicker response times.
Freshdesk is a great way to organize help content
What do you like best about the product?
We have continued to build out our shared inbox model and find it very useful.
What do you dislike about the product?
Streamlining and clarifying interface options would be useful.
What problems is the product solving and how is that benefiting you?
We were struggling to organize our help content and Freshdesk was a very intuitive way to do it. Once content is added, it is straightforward for users to search the content and find the answers as they can search not only by article title but also content. It is also easy to add multi-media content such as PDFs, Powerpoint presos, and videos.
Very efficient and best support solution platform
What do you like best about the product?
Very easy to use platform and it help user to generate tickets track emails. Also it can be integrated with social media platforms as well.
What do you dislike about the product?
Response time is very long and also there are end no. of features for which user pays but doesn't use.
What problems is the product solving and how is that benefiting you?
Customers can easily raise their issues and get the solution. We can directly interact with clients .
The best support solution
What do you like best about the product?
It has a built-in phone system that helps clients to communicate with agents.
The integration with social media platforms helps keep up with the news around the world.
It has very detailed reporting.
It is very easy to use.
You can track your emails.
You can merge and route tickets.
The interface for both clients and agents is so easy to use.
Chat functionality is one of the most impressive features.
The integration with social media platforms helps keep up with the news around the world.
It has very detailed reporting.
It is very easy to use.
You can track your emails.
You can merge and route tickets.
The interface for both clients and agents is so easy to use.
Chat functionality is one of the most impressive features.
What do you dislike about the product?
The process of formatting emails is tedious.
There are not enough fonts to choose from in the email templates.
There are some features that we pay for and do not use. There should be a way you can choose what you want and are willing to pay for.
There are not enough fonts to choose from in the email templates.
There are some features that we pay for and do not use. There should be a way you can choose what you want and are willing to pay for.
What problems is the product solving and how is that benefiting you?
We have easier communications with our agents.
Customers can now easily get the help they need and the answers they want.
We can keep up with the news on the same platform we work.
We can easily manage projects.
Improves agent performance by offering different help desk metrics
Customers can now easily get the help they need and the answers they want.
We can keep up with the news on the same platform we work.
We can easily manage projects.
Improves agent performance by offering different help desk metrics
Recommendations to others considering the product:
If your company is looking to make the work of their clients and agents so much easy, have a platform that integrates with social media platforms to be informed with the trends and make easier for customers to reach out, then go for Freshdesk. I highly recommend this platform for any company, big or small.
Keep your Work Organized
What do you like best about the product?
There is multiple views to see what cases I am working on
What do you dislike about the product?
I'd have to say the only thing I have disliked is if I merge a ticket incorrectly, I cannot figure out how to unmerge it, and the summary disappears from the ticket that was the main ticket.
What problems is the product solving and how is that benefiting you?
Resolving our customer's claims quickly and effeciently
Recommendations to others considering the product:
Tips on how to unmerge tickets
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