Freshdesk
Freshworks Inc.External reviews
3,558 reviews
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External reviews are not included in the AWS star rating for the product.
Best UI, Automation Options & Seamless Intergation
What do you like best about the product?
Simple to set up - you don't need tech knowledge to set up freshdesk, easy to understand UI helps one to set up automations, email intergations, survey campaigns etc
What do you dislike about the product?
They should have a call support to address critical/urgent cases, raising emails and chatting sometimes becomes irritating when you have complex and critical cases to address.
What problems is the product solving and how is that benefiting you?
Management of emails, multi-channel contact touchpoints, social media cases from play store, Twitter and Facebook, we host our knowledge base with freshdesk, run our app support section and multiple other things.
A bad product. Insanely slow. Does not evolve from tech
What do you like best about the product?
We like our Account Manager Bhavani's support on each ticket we raise.
What do you dislike about the product?
Very very slow tool.
Analytics are poor.
The loading time of tickets is way too high.
The interface and design of features are so poor that we can't use them for customers.
Latency is a huge issue.
Analytics are poor.
The loading time of tickets is way too high.
The interface and design of features are so poor that we can't use them for customers.
Latency is a huge issue.
What problems is the product solving and how is that benefiting you?
We answer user queries with Freshdesk.
We haven't seen much of the benifits so far
We haven't seen much of the benifits so far
Recommendations to others considering the product:
Would not recommend to any businesses which needs a faster system to revent to users.
At the top
What do you like best about the product?
Services, UI, reporting algorithm, never gets down.
What do you dislike about the product?
Delay in support no real-time contact center.
What problems is the product solving and how is that benefiting you?
Auto Merger app and custom install apps
Recommendations to others considering the product:
One of the best on which we can use to get best out of our customers.
Its been an amazing ,friendly, less training to understand the software, great option
What do you like best about the product?
more straightforward concept of the process setup
What do you dislike about the product?
no proper notification on invoices or payments
What problems is the product solving and how is that benefiting you?
easier communication method with customers, benefits of data available
It's been a fantabulous journey so far & going on!
What do you like best about the product?
Building what the users would really need! Adding the features that the users would need is definitely a stand out. The hard work done to understand the user needs are also appreciated. Also, the capabilities provided in terms of various integrations, flexibility etc is great.
What do you dislike about the product?
Nothing significant. May be the price :D
What problems is the product solving and how is that benefiting you?
We have streamlined our e-mail communication channel while ensuring high CSAT & productivity.
Fantastic end-to-end support and just the tools you need
What do you like best about the product?
Out of the box implementation, great helpdesk tools, website chat functionality that feels native and not plugged in, and the ability to respond to tickets and support requests on the go wherever you are.
What do you dislike about the product?
Their one-on-one customer service is occasionally lacking. I've sent tickets to the team in the past and not had a response for months on end. This is often disappointing especially for a customer centric organisation.
What problems is the product solving and how is that benefiting you?
Being able to connect with our users wherever are, at whatever time, and via desktop and mobile. When starting a business often you're juggling a lot of different things including possibly working another job! An ability to help our customers on the go is vital. Not everyone has a CX support centre.
Recommendations to others considering the product:
Look our for their startup business packages. These are great value and give you all their state of the art support tools for an entire year for free.
User friendly Freshdesk
What do you like best about the product?
Easy to use & customize, great customer support, omni channel with all features
What do you dislike about the product?
No Macros when creating tickets, can improve on reporting
What problems is the product solving and how is that benefiting you?
Good ticketing system, works for multiple brands/products
Recommendations to others considering the product:
Easy to use & customize, great customer support
Best ticketing service
What do you like best about the product?
Speed of assigning and responding to tickets.
What do you dislike about the product?
Cannot receive 2 departments the same ticket.
What problems is the product solving and how is that benefiting you?
It request from my users.
Good experience with the Omnichannel
What do you like best about the product?
Freshdesk's Omnichannel tool allowed us to leap in customer service productivity without losing essential information. Before, the communication with the customer was with part of the information in one channel, part in another, etc.
What do you dislike about the product?
They don't have support in the Portuguese language gets in the way of everyday life when our support team needs help from someone from Freshdesk. They should also translate the platform in its entirety. It currently has parts in English, others in Portuguese.
What problems is the product solving and how is that benefiting you?
I noticed a considerable improvement in customer service time and the efficiency of our customer support team.
FreshDesk is a great tool to make your customer support more efficient!
What do you like best about the product?
The best part of FreshDesk is how quickly I can involve other teams by just assigning the tickets to them and they have the entire history of the ticket.
What do you dislike about the product?
I dislike that there is no proper integration with Salesforce so i have to manually log emails to SalesForce.
What problems is the product solving and how is that benefiting you?
The biggest benefit of FreshDesk is that it promotes many teams working together to solve any inquiry from the client which results in a faster turnaround time.
Recommendations to others considering the product:
FreshDesk is a great tool for companies where several different teams are in need of constant communication with each other.
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