Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Exceptional Technical Support Team
What do you like best about the product?
The approach of various members within the Technical Support Team to make sure that issues are resolved with a prompt approach in a solution.
What do you dislike about the product?
There could be some advance admin options that allow bulk management of tickets and cases rather than relying on setting up Supervisor rules.
What problems is the product solving and how is that benefiting you?
Channelling our customer issues in one area but also providing them with a front end knowledge base to self serve better.
Recommendations to others considering the product:
Greater advance options within the Admin area to enable greater management of tickets.
Allowing a more adaptable stylesheet.
Allowing a more adaptable stylesheet.
Just an all round good system
What do you like best about the product?
Its good because the ability of Dispatch'r and automations mean that we can actually halve our workload. Makes things in the office much easier
What do you dislike about the product?
The search facility for emails can be clunky sometimes. It needs to be a bit more patient sometimes when you are typing in the information
What problems is the product solving and how is that benefiting you?
The ability of customers who are on previous versions of the application we are able to make sure that already the level of automation to get them to upgrade is much easier. Half of the tiem the issues of the customer end up being fixed by this automation
Recommendations to others considering the product:
I assume that the setup will take sometime from the start - however the support team everytime I have had to use them I have had no issues with. It is a bespoke system that lets us all do exactly what we need to and the reporting makes things much easier at the end of the month
Freshdesk has been amazing to work with
What do you like best about the product?
Automation and workflows are easy to set up
What do you dislike about the product?
Making changes after initial setup can sometimes be a challenge and the data stored can be lost if the wrong change is made
What problems is the product solving and how is that benefiting you?
Great reporting leads to better management and staffing decisions
Awsome Tool to analyse tickets
What do you like best about the product?
We are using this app to analyse the tickets created. It is simply just awesome tool. I really liked it.
What do you dislike about the product?
API key limit is the problem while fetching the data.
What problems is the product solving and how is that benefiting you?
power bi
Good work experience
What do you like best about the product?
sorting of tickets and management of the latter
What do you dislike about the product?
the latency times on the platform are sometimes annoying
What problems is the product solving and how is that benefiting you?
save
Efficient -> Fast and good quality
What do you like best about the product?
The quick answers and the fact that they solved the problem in less than 2 hours
What do you dislike about the product?
I dont like having problem with freshdesk because its a big part of the business
What problems is the product solving and how is that benefiting you?
I couldnt answer my tickets which is very bad for the company so i hoped freshdesk would support me and solve the problem quickly which they did
Recommendations to others considering the product:
Havent got any problem so far and it met our requirements.
Great customer service
What do you like best about the product?
Easy and self explanatory software. Customer care resolved locked account issue quickly after I send them email.
What do you dislike about the product?
It was frustrating to get locked out of account for almost 4 hours with no instructions to proceed.
What problems is the product solving and how is that benefiting you?
Use it to create service tickets.
Recommendations to others considering the product:
When an account is locked there should be an option enabled for Administrator to unlock account or in locked account message include how to proceed to get it fixed.
Great service!
What do you like best about the product?
Fast response time to my question and showed me where I was missing the feature.
What do you dislike about the product?
So far, there isn't much to dislike with the new update. I would like the ability to change the layout color.
What problems is the product solving and how is that benefiting you?
A central place for all of our customer interactions with a knowledge base and apps like Jira.
Helpful tool to organize issues with customers
What do you like best about the product?
I really lilke how i can filter certain tickets based on sitautions and customers. At my company we get alot of issues and questions coming in from clients, so its important if i need to find something asap i am able to do so. Its also nice that there are so many things you can integrate into freshdesk, like salesforce or JIRA. that is very helpful to our team.
What do you dislike about the product?
There is not much I dislike about freshdesk. I have been using it for 4 months and have found it extremely helpful.
What problems is the product solving and how is that benefiting you?
Organizing what issues our company faces and categorizing those using trackers. this helps us see the percentage of issues a certain client has. we use reprots to see this as well
Recommendations to others considering the product:
none, its great
Helpdesk support URL Change in our Freshdesk portal
What do you like best about the product?
I got very good support from Freshdesk team and they did continuous follow up until complete this task.
I really appreciate their support. it is a good tools and we used our US customers
I really appreciate their support. it is a good tools and we used our US customers
What do you dislike about the product?
As of now we didn't find any issue with freshdesk tool and working with support team.
What problems is the product solving and how is that benefiting you?
We changed our company name and we requested to change freshdesk customer URL change in Freshdesk portal
Recommendations to others considering the product:
It is very good helpdesk and I am very much willing to recommend to other our clients
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