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 CRM tool with lots of integrations available.
What do you like best about the product?
I especially like the Freddy Copilot feature, one of the best integration. I also got a chance to try the CSAT Versioning and maintain survey version.
What do you dislike about the product?
Certain fields were made mandatory in contact creation, yes its needed but gets hectic on certain lead generations.
What problems is the product solving and how is that benefiting you?
We are providing support to clients by tickets raised from external tools and also from calls and emails, and we respond to them with a relevant solution.
We love FreshDesk
What do you like best about the product?
Freshdesk was easy for our team to configure with pre-built options to link to existing business solutions (QuickBooks, Mail Chimp, Survey Monkey, and Jira).
What do you dislike about the product?
There is nothing at this time I would change.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to manage all of our incoming service tickets. In addition, we track all customer requested changes to their account via FreshDesk which provides additional change management controls and helps us comply with our audit requirements. We use FAQ posts for our internal and external audiences. In addition, since our software solution is used by our customer's customers, we leverage public FAQ articles to support their needs.
Freshdesk linked to Power Bi
What do you like best about the product?
Fresh desk is a user friendly platform to use
What do you dislike about the product?
Nothing as of now to comment as i am liking everything
What problems is the product solving and how is that benefiting you?
Handling customer communication is too easy and user report is fab.
One of the best online cloud based customer support software
What do you like best about the product?
It is a comprehensive helpdesk for exceptional customer service. It lets you streamline your company's customer support using the customer service software and helps you manage your customers as you scale efficiently. It has many intelligent, automated features like chatbots, etc, which reduces a lot of manual efforts while providing support to the customers.
What do you dislike about the product?
Freshdesk is a big software, so it is full of features which sometimes makes its UI a bit difficult to understand. It should also provide a few coach marks for some of its features to assist new users.
What problems is the product solving and how is that benefiting you?
We have automated all our customer support replies using Freshdesk. It has reduced our manual efforts tremendously and has helped our customer support team to utilize their time in solving the customer queries in a better and efficient way.
Very helpfull - easy to use platform
What do you like best about the product?
Canned responses to send to clients for applications
What do you dislike about the product?
Receiving emails at times can take a while, or tracking via email
What problems is the product solving and how is that benefiting you?
Payments received
Applications
General Queries
Applications
General Queries
Happy automating the assignments
What do you like best about the product?
Freshdesk has a good dashboard view for all the active agents depending upon their scope and roles.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
What do you dislike about the product?
The forward button only forwards the last four interactions in the ticket, which is a little troublesome.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
What problems is the product solving and how is that benefiting you?
I have been able to accurately measure agent performance, customer satisfaction and the overall SLA. Through time triggers, I have been able to send reminders to internal agents as well as the requesters about their tickets. Agent and requester notifications help me to set up templates to be sent for every ticket update.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
Recommendations to others considering the product:
If you are looking for simple yet effective customer support, you can go ahead with Freshdesk.
It's reliable and the support team does well to help us out.
It's reliable and the support team does well to help us out.
Great as a Helpdesk Solution
What do you like best about the product?
Customers can easily submit tickets. Team members are able to collaborate and easily communicate in the system.
What do you dislike about the product?
When creating a ticket in the system you must assign a contact that has either an email address or phone number in the sytem. Addtionally, it's easy to mistakenly message the client instead of leaving an internal note.
What problems is the product solving and how is that benefiting you?
Our team can organize and respond to customer issues and inquiries.
Great helpdesk for any size company
What do you like best about the product?
We use Freshdesk to manage our email and social support channels for two brands and two international locations. The filters are powerful to make relevant cases visible to the right people.
What do you dislike about the product?
If customers open multiple tickets, it can be confusing sometimes opening their multiple tickets and tracking back to find the information you need. I am not sure there is an obvious improvement to the interface that would help, but it can be a pain point when trying to handle complex cases.
What problems is the product solving and how is that benefiting you?
A unified helpdesk for our multiple brands and locations across email and social channels makes delivering excellent and timely customer service a breeze. Helpdesk analytics also makes management fo support staff easier.
It's the best automation platform in the entire market.
What do you like best about the product?
The truth is that what I appreciate the most is the automation of their services and that is precisely what they are famous for, it is very simple in a couple of clicks to have your quote email ready for the client.
The configuration platform is super comfortable and easy to understand, so even if you don't have much experience with technology, operating Freshdesk is super simple.
I like that thanks to Freshdesk we can offer multiple communication options to our customers to solve and meet their requirements.
I also like that it is an omni-channel platform which makes it easier to focus on the requirements.
I also love the cost of the service and it is really affordable, especially if you are starting your business because although you can be sure that it is a quality tool, its price is really affordable.
The configuration platform is super comfortable and easy to understand, so even if you don't have much experience with technology, operating Freshdesk is super simple.
I like that thanks to Freshdesk we can offer multiple communication options to our customers to solve and meet their requirements.
I also like that it is an omni-channel platform which makes it easier to focus on the requirements.
I also love the cost of the service and it is really affordable, especially if you are starting your business because although you can be sure that it is a quality tool, its price is really affordable.
What do you dislike about the product?
Freshdesk is an amazing platform, however it has a couple of details that I don't like.
The first one is that the name configuration is a problem, you have to be very careful because sometimes the name of the previous customer remains and the email is sent with the wrong name and that is very annoying for some customers.
The second detail is that sometimes when the demand from clients is very high, the service slows down and for us as providers this reduces our credibility.
The first one is that the name configuration is a problem, you have to be very careful because sometimes the name of the previous customer remains and the email is sent with the wrong name and that is very annoying for some customers.
The second detail is that sometimes when the demand from clients is very high, the service slows down and for us as providers this reduces our credibility.
What problems is the product solving and how is that benefiting you?
For me their help has been invaluable, because thanks to the platform I have been able to connect with my client almost automatically and that has made my reputation as a good supplier grow.
Recommendations to others considering the product:
Honestly, it is the cheapest service you will find online and once you become familiar with the details of the platform everything is a piece of cake. I recommend it 100%.
Freshdesk Review
What do you like best about the product?
Easy to use interface with interactive features
What do you dislike about the product?
Not enough options to control items within each ticket
What problems is the product solving and how is that benefiting you?
We are solving software related problems; the biggest benefit is it integrates well with Jira
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