Freshdesk
Freshworks Inc.External reviews
3,558 reviews
from
and
External reviews are not included in the AWS star rating for the product.
You need a nice and powerful help desk? Look no further...FreshDesk is the answer.
What do you like best about the product?
I like the Automations that FreshDesk provides and the simplicity to use.
What do you dislike about the product?
I can't thnik of one, everything about the software is great.
What problems is the product solving and how is that benefiting you?
We solve IT-related issues using FreshDesk.
Recommendations to others considering the product:
Just get it; it's far better than the other platforms and affordable.
system needs to be modified more
What do you like best about the product?
It is helpful for better communication and understanding
What do you dislike about the product?
need more modification and automization of system
What problems is the product solving and how is that benefiting you?
customer ticket resolution
Product is good but support for the product is poor. Follow up is not good from their support team.
What do you like best about the product?
The reporting aspects of Freshdesk are good. There are some analytic reports which give deep insights into all aspects and features of Freshdesk. Their reporting makes accountability for the team easy.
What do you dislike about the product?
In recent months their support has been poor. They do not respond and most of the time are not available on Live Chat. I believe they are based in India, so supporting a company in the U.S. seems to be an issue as they are not online during U.S. business hours for live chat. Sometimes they do not respond for several days if a ticket is submitted and even our Account Manager has poor follow through.
What problems is the product solving and how is that benefiting you?
All of our customer communication flows into Freshdesk. We also use it for Knowledge Base articles and tracking. The benefit is having it all in one system and easy reporting across multiple channels of support.
it is very use ful
What do you like best about the product?
Timeline of ticket status and quick resolution to customer
What do you dislike about the product?
nothing every thing is fine nothing every thing is fine
What problems is the product solving and how is that benefiting you?
we solve customer problems via freshdesk, and it helps us to solve the customer problem in timely manner
Recommendations to others considering the product:
Timeline of ticket status
So far the best customer service software
What do you like best about the product?
It is a great tool for customers support. Makes it easy for me to filter my tickets and view my performance. KB and other modules are easy to reach
What do you dislike about the product?
There is nothing to dislike about freshdesk
What problems is the product solving and how is that benefiting you?
Handling customer queries And addressing them, sometimes taking calls. It keeps me more productive.
Best customer service platform
What do you like best about the product?
Among all features, the ticketing system is unique.
That’s what I like the most.
That’s what I like the most.
What do you dislike about the product?
The system could improve the speed and accuracy of topic auto-categorization.
What problems is the product solving and how is that benefiting you?
Solved turn around time for the responding to query
Recommendations to others considering the product:
The agent's workflows are automated to save time when attending to customers
Freshdesk is the Best Customer Support
What do you like best about the product?
Consolidated way to put the Solution Articles for our customers.
What do you dislike about the product?
Constraints in Dashboard Queues, Constraints in Priority.
What problems is the product solving and how is that benefiting you?
Customer Queries handling. Best Customer Service with CRM tool.
FreshDesk helps you manage customer interactions in a clean, efficient, and organized manner.
What do you like best about the product?
I like the user-friendliness of Freshdesk. It's extremely easy to navigate and self-explanatory. I really like that you can create canned responses which allow you to communicate with customer faster and easier.
What do you dislike about the product?
I don't love the layout of the email messages. I wish that, instead of listing the name of the customer, it listed the email address. Often, the
are only guesses and, therefore, incorrect.
are only guesses and, therefore, incorrect.
What problems is the product solving and how is that benefiting you?
We are making sure that we can respond to all our clients in a timely and professional manner. Freshdesk allows us to keep track of response times, and it gives us employee metrics to measure individual performance as well.
A decent low cost option
What do you like best about the product?
The cost and the custom config options. This platform is actually quite detailed in its components, from the knowledge base to the automation options, not bad.
What do you dislike about the product?
The support is not great, but you get the feeling they are really trying. Because the platform is so broad it's hard to explain when you run into an issue what that issue is when the support agent/product person does not seem to understand the platform as well as you do. There are also a lot of features that are price gated which is difficult if you are a startup.
What problems is the product solving and how is that benefiting you?
Freshdesk hosts our KB, is the helpdesk hub and we also use freshcaller. It was quick to set up and get our clients to use.
FreshDesk makes issue resolution for larger organizations simple
What do you like best about the product?
I like that there are several paths that you can set up inside of your organization. We have ours set up to communicate with the right department for each situation. For example, if any of our employees have training improvement suggestions agents can send them directly to my department. Or, if they have technical issues with our software, they can communicate directly with our IT department, or payroll issues go directly to our HR / Payroll departments. It's a great way to keep organized and the right people communicated to. There is an automatic due date assigned to each ticket which allows our agents to know that their issues will be resolved within a set timeframe, and it keeps our teams accountable for resolving the problems.
What do you dislike about the product?
We always recieve emails for each department that we are assigned to as leadership so sometimes my inbox can become convoluted. I set up filters to have these skip my emails, but sometimes they slip through the filter.
What problems is the product solving and how is that benefiting you?
I haven't noticed any real issues. It's simple software, so I've enjoyed the simplicity of the product, and the benefits I see are that it keeps our leadership accountable for resolving problems.
showing 1,201 - 1,210