Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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Support ticket system with lots of bells and whistles
What do you like best about the product?
Efficiency in organizing tickets and routing. I can see my employee's workload and use of tags to define what kind of issues are cropping up.
What do you dislike about the product?
Creating reports on tickets is very limited or non-existent.
What problems is the product solving and how is that benefiting you?
Tracking workload instead of just lots of emails. Categorizing so I can see what kind of training is needed to brush up on skills.
Best Helpdesk for you
What do you like best about the product?
I like the way we can create tickets in Freshdesk, its integration with other Freshworks platforms, sensational can create a ticket through email, WhatsApp, or a widget on my website
What do you dislike about the product?
I don't dislike anything at this moment!
What problems is the product solving and how is that benefiting you?
Any problems with my customers, I really like everything about Freshdesk especially the canned responses
Recommendations to others considering the product:
none
Freshdesk is a versatile tool for succeeding in a modern support environment.
What do you like best about the product?
The interface makes the job easier and has many channel connections, and is easy to use.
What do you dislike about the product?
It is difficult to make internal adaptations, and it is not well received when the response is that "...we will need a separate development to adapt a couple of ticket fields or something...".
What problems is the product solving and how is that benefiting you?
We adapted quickly to the IT problems from many customers with various operational methods, even creating a separate IT department.
Recommendations to others considering the product:
It is very easy to use, but if you have multiple customers with different needs, you will need a separate development for them. It is necessary to have separate forms for each product.
Easy-to-use support software
What do you like best about the product?
That is very user-friendly. Within a couple of weeks, I had already learned how to use it.
What do you dislike about the product?
Support rarely helps with the issues I have. Usually, I have to find the answers myself or the problem goes unsolved.
What problems is the product solving and how is that benefiting you?
Fast time reply to our customers and easy creation of support content.
Support ticket system that easy to use
What do you like best about the product?
I like the user interface that gave me so much flexibility to move over one thing to another thing
What do you dislike about the product?
To be honest, sometimes I can not log in to the Freshdesk system itself. It seems they had 2 layers of login or something.
What problems is the product solving and how is that benefiting you?
I'm focusing on WordPress plugin support. So everyday I tackled ticket related to WordPress itself
Receptive, innovative and great value
What do you like best about the product?
Really do give you a lot for your money especially as compared to Zendesk and Salesforce. Included QA system, screen sharing and control in Live Chat and some very interesting uses of A.I. all included in the forest omnichannel plan. Always launching new features, some that could be standalone products, as cost free upgrades.
What do you dislike about the product?
Missing some core basics like select and edit app in ticket search.
What problems is the product solving and how is that benefiting you?
Everything and usually with webhook enabled automations. System is like clay. Easy to mould.
All-Encompassing
What do you like best about the product?
The tools I'm provided to oversee a team.
What do you dislike about the product?
The lack of ability to sync with more softwares.
What problems is the product solving and how is that benefiting you?
Ecommerce customer service. The benefit is that we're able to taxonomize across multiple countries.
Simple administration CRM
What do you like best about the product?
Intuitive easy-to-use interface to manage our clients' cases and management of case statistics
What do you dislike about the product?
Requires an advanced level to adjust fields to customize options
What problems is the product solving and how is that benefiting you?
Maintain the communication thread with our clients to monitor and control requests. Validate incidents with statistics to determine actions in our clients. Follow-up of cases and incidents. Manage a portal for different customers where I receive requests and attend to additional requirements and incidents all in the same tool.
Recommendations to others considering the product:
Recommended for those support companies that want to maintain a centralized management of their clients' incidents in a practical and simple way with the possibility of adapting it to their needs.
Freshdesk for 3 years
What do you like best about the product?
Simple, intuitive operation even for new employees
What do you dislike about the product?
Partially outdated documentation, screenshots not current
What problems is the product solving and how is that benefiting you?
IT support tickets, we are now much more efficient than before.
World Class Customer Service!
What do you like best about the product?
The customer support for FreshDesk and FreshService are truly world-class. 5 Stars!. Their support is very fast and knowledgable and they always focus on solving any issues.
What do you dislike about the product?
Occasionally changes are made to the system without communication, but that has been improving.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for our CRM system. Customers can open tickets via our portals or we can also open tickets from customer calls and emails. We use FreshDesk to provide the best customer service to our customers. FreshDesk is constantly improving their product(s). I would highly recommend them.
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