Freshdesk
Freshworks Inc.External reviews
3,558 reviews
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Great tool to manage your customer support
What do you like best about the product?
The ease of creating automations saves us a lot of time and helps us maintain a high quality of management
What do you dislike about the product?
For some time we have been trying to generate reports that allow us to measure performance by agents, they have many reports but, at least in our current plan, none to measure the volume and quality of care comparing by agent
What problems is the product solving and how is that benefiting you?
We are an insurance broker and thanks to fresdesk we can manage our clients' requests and manage them with each insurer in a fast and efficient way.
Recommendations to others considering the product:
To use it!
FD is very interactive and fast pace environment for delivery schedule/reschedule matter.
What do you like best about the product?
The status change, required time to resolve a ticket, adding internal notes and easy to follow up.
What do you dislike about the product?
Cannot trace to see whether the email/ticket has been sent or bounced back.
What problems is the product solving and how is that benefiting you?
Schedule/Reschedule delivery, reply to customer inquiries, resolve intern departmental matters
Amazing Helpdesk Platform
What do you like best about the product?
We've been using Freshdesk for over 8 years, and honestly, it just works. From the free tier to the paid plans Garden etc. Depending on what you require in terms of reporting and analytics, you choose your plan accordingly but real a class product with good support.
What do you dislike about the product?
In the past, it was missing lots of cross-app integration, but they closed that gap slowly. Also there arent fast ways to delete spam mail or mail flood in the helpdesk
What problems is the product solving and how is that benefiting you?
Ticket logging and escalation. Ticket priority and SLA's. Custom FAQs for repeat ticket types. This has simplified the IT ticket logging process and helped uses resolve some of their own issues.
The company that took India's SaaS success to worldmap.
What do you like best about the product?
Easy to use and reliable. It becomes very easy to serve customers
What do you dislike about the product?
Integrations. At times some integrations or automation not work
What problems is the product solving and how is that benefiting you?
Helping customers serve faster and in proper way
Freshdesk Review
What do you like best about the product?
The ticketing and user accessibility/viewability of each project request elements are the best features of this product. It allows you to track the order of each request as they come through quickly and efficiently, both on the agent and requester-side. Their pricing is highly competitive as well!
What do you dislike about the product?
This platform has A LOT of features, and it is also a platform where you learn new things about it all the time, which, to be clear, is not a bad thing, but can be almost daunting at times.
What problems is the product solving and how is that benefiting you?
Internal CRM-based project request processing and tracking (we have a lot of internal requests come through for this) and it allows us to efficiently manage these in the most productive way possible.
Recommendations to others considering the product:
This is an extremely helpful product to have for any organization that has a lot of project requests come through. It is very competitively priced, too!
its a good website to use
What do you like best about the product?
it's an easy website to use , easy to navigate inside the website, fast respond,
What do you dislike about the product?
voice in the website some time disappear, sometimes the chat didn't appear on the web site, some lag happened while using the website,put me away while I use it
What problems is the product solving and how is that benefiting you?
its improved my skills and tried to help me to improve my skills
Recommendations to others considering the product:
yes
Great tool to support customer reqeustes
What do you like best about the product?
1. Simple interface
2. Swift response
3. Excellent analytics
4. Direct URL to specific issue
2. Swift response
3. Excellent analytics
4. Direct URL to specific issue
What do you dislike about the product?
No multicolumn support for additional fields
What problems is the product solving and how is that benefiting you?
I am solving and reviewing technical and business requests from my customers.
Feature rich but unable to fulfil a few important use cases
What do you like best about the product?
FreshDesk is rich in features and also has a lot of marketplace apps which further increases the feature list. Integration as such is not very difficult, for chat we need to place a JavaScript pixel. There is an Omni channel experience which can help customer services team to be on the same portal and not continue hoping over to different systems. Also, this gives the opportunity to FreshDesk and people using it to control inflow omni channel wise like people on call may not continue receiving chats. Third party integrations are present which suffice use cases like pulling order details from order management system.
What do you dislike about the product?
Although FreshDesk is feature rich and provides integration with third party tools, it lacks some important use cases like chat redirection controls. Third app integration are not as easy as they may appear and have quite a lot of bugs. FreshDesk system itself has shown inconsistent behaviour over time and there have been intermittent bugs in the system. The support is probably not the quickest one and solutions are not to the point many a times and require a lot of too and fro.
What problems is the product solving and how is that benefiting you?
Customer support query volume and resolution time are the two metrics that are looking to manage using FreshDesk. Benefits in terms of routing the queries to correct departments.
Back office support software
What do you like best about the product?
Easy to use with automatizations related to emails and other communication ways
What do you dislike about the product?
It is expensive for some organizations if they are using some of the functions
What problems is the product solving and how is that benefiting you?
high demand of customer answers
One of the best CRMs in the market which is competing with the likes of Zendesk, Intercom etc.
What do you like best about the product?
A brilliant and easy UI/UX for the agents on email.
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
What do you dislike about the product?
Data capabilities are still not up to the mark with the likes of products like Zendesk Explore.
What problems is the product solving and how is that benefiting you?
Creating an omnichannel customer experience for our customers on Learner support.
Recommendations to others considering the product:
Please consider Zendesk as well, before shortlisting Freshdesk for an omnichannel solution
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