Freshdesk
Freshworks Inc.External reviews
3,426 reviews
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External reviews are not included in the AWS star rating for the product.
Great help for organization
What do you like best about the product?
Simply put, the ticketing system. Its very clean, easy to understand, and easy to train on. It allows us to have all of the information we need at all times. It solves all the problems we had when we implemented the system, and allows for better organization. It has many features that will support us through our growth as a company.
What do you dislike about the product?
The lack of customization of the view - I would like more options on what information shows when you are on the "tickets" page. Specifically so each agent can customize their view.
What problems is the product solving and how is that benefiting you?
Having a small team of customer service support roles, before we were using e-mail only and it was extremely difficult to organize and follow up on situations. Freshdesk has allowed us to divvy up tasks and hold each other accountable for follow ups.
Recommendations to others considering the product:
It has worked great for my small team. Freshdesk scales well whenever we need to add additional users. It is very easy for new employees to learn & master. There are a lot of features we do not use because we are such a small team, however I can foresee myself using them as our business grows.
Works but needs enhancements
What do you like best about the product?
Freshdesk is great for lots of custom inboxes and multiple teams. We're easily able to see which teams are struggling with their workload to assign additional resources, and we're able to report quickly on areas that need improvement.
What do you dislike about the product?
There are some lagging issues with tickets that look like they have loaded but then when you try and use any of the features you need to reload the page. Sometimes when raising enhancements to Freshdesk they come back with responses that they are adamant work and it takes a few emails and screenshots to show them that their suggestion hasn't worked.
What problems is the product solving and how is that benefiting you?
Our teams are able to easily help each other without needing to worry about moving emails in Outlook. The Freshdesk reporting has allowed us to build a very good FAQ page on our website.
Recommendations to others considering the product:
Make sure that your dispatch'r rules don't work against each other. Have patience with Freshdesk support.
Quick set up and clear dashboard
What do you like best about the product?
Dashboards were very clear and straight forward, and it looks like the reporting is easy to use. The free option for us - we only get two or three calls a week - looks like it will suffic
What do you dislike about the product?
It wasn't clear to me (maybe I'm daft!) that agents need to be set up, that could be clearer, with maybe a flow chart of how it's done.
What problems is the product solving and how is that benefiting you?
Our old system has stopped working, this has replaced it and it looks more flexible that the old system. It means that we can log solutions that everyone can see.
Recommendations to others considering the product:
Set up the eval, you can't go wrong.
Easy and perfect tools.
What do you like best about the product?
Actually, I like that I can work together with the whole group from across the company to give a fast and serial reply to our clients. Also, it is nice that anyone can realize the problem in complete context, or chat to get more detail.
What do you dislike about the product?
Actually, I don't have the problem to solve issues quicker by splitting stages into smaller tasks. Never heard bad comments from my working team about that platform.
What problems is the product solving and how is that benefiting you?
We can share ownership of data with different teams with no losing appearance and approach to it so that teams can work on the edition in parallel and stay in the loop concerning progress.
Recommendations to others considering the product:
With this platform, you can contain a lot of tools much better and avoid additional operative overhead. You will make all support conversation, be it email or social onto a single stage and monitor every customer cooperation interaction.
Does help tickets and knowledge base great! If that is all you need, I highly recommend.
What do you like best about the product?
Threaded conversations generated flexibly from email or portal as origination point. EASY and very functional tagged kb article creation. Very easy customer-facing and agent-facing portals. Very customer friendly interface. Fairly easy to customize form fields for "customers" and new ticket requests, with some available branching logic for tickets. I can't say enough good things about the product support team as well. All of my questions as well as consultation for my whole team have been handled quickly and completely (to the capabilities of the system). Although we haven't implemented many rules for incoming tickets, there are a lot of logic based efficiency automations that can be set up if your incoming tickets are of a nature that they can be handled in predictable ways. The ability to deploy additional portals from the same instance is great - and we are setting up at least one additional for another group.
What do you dislike about the product?
The customer fields associated with a requester cannot be exported along with ticket data for analysis. We have a number of data categories that are necessary for us to be able to understand our customers asking for help that do not correlate with a "company." Although we have been offered a kludgey workaround for this, it is not practical and I have to use an external data source for this information, create a table of tickets with requesters, and join to the external data source in order to do our normal analysis. I would rate a "10" if the ticket export allowed the option to choose customer data fields along with the output as well. It is very much oriented to being a support site for a business with corporate customers, but we are a large university with 100% internal clients. Reporting is vague (thus my need to export data in order to benchmark).
What problems is the product solving and how is that benefiting you?
Our department converted to a very complex marketing automation system that we provide, train on and support, as a service internally within the entire enterprise. This requires additional support "agents" across multiple sub-organizations in addition to our regular helpdesk staff. Adopting Freshdesk allowed us to much more flexibly collaborate with a cross-functional team of "agents" who fulfill a number of helping roles specifically for our marketing system.
Recommendations to others considering the product:
I feel like I said everything on the previous form. Not sure what you're asking.
Good expérience
What do you like best about the product?
FR and EN articles easily doable
HTML coding
HTML coding
What do you dislike about the product?
Hosting videos don’t always work in articles
What problems is the product solving and how is that benefiting you?
No comments
Great system, totally customisable and very friendly fast reactive staff to help with any issues
What do you like best about the product?
How easy is had become to handle customer queries and how seamless the consumer experience is when dealing with either emails or calls
What do you dislike about the product?
Nothing much really, the software glitches now and then usually to do with browser updates and the system does not work well on all browsers which limits things slightly
What problems is the product solving and how is that benefiting you?
Handling outsourced consumer queries for a large multinational garden care company
Recommendations to others considering the product:
REally use the trial period well to ensure it meets your needs
Olive Green Hotel
What do you like best about the product?
The ticketing system could help us on everyday tasks. Plus the assignment to various operators.
What do you dislike about the product?
WOuld like more colors in order to categorize the requests
What problems is the product solving and how is that benefiting you?
We are more than one person handling the same email accounts.
Professional tool with ambitions to grow
What do you like best about the product?
Customer service,
Possibility of adding customer specific apps,
Possibility of adding customer specific apps,
What do you dislike about the product?
It seems the functionalities have risen the last two years, I feel that there is still more to come.
What problems is the product solving and how is that benefiting you?
We are still in integrating. Main goal having one system for service where a structure way of working is embedded and transparancy is gained for customers (we are a B2B company)
Great
What do you like best about the product?
Instant communication over cat email and on call support
which is relay appreciable
which is relay appreciable
What do you dislike about the product?
nothing much to dislike about the interface
What problems is the product solving and how is that benefiting you?
i was not able to fetch the reports which was very importmat for me and for my process
and later on over chat and call assistance it got resolved
and later on over chat and call assistance it got resolved
Recommendations to others considering the product:
good
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