Freshdesk
Freshworks Inc.External reviews
3,426 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Multi attempts at Follow-up
What do you like best about the product?
I ran into an issue late Tuesday night. My Wednesday morning there were several missed calls on my phone history from freshdesk reps. When I called back a wrap picked up his phone immediately.
Their follow-up is excellent.
Their follow-up is excellent.
What do you dislike about the product?
I wish there was someone managing the helpdesk desk more often so I don't need to leave my information to get a call back
What problems is the product solving and how is that benefiting you?
Problems integrating jira with freshdesk
Recommendations to others considering the product:
First task should be attempting to integrate everything before you settle
Effective and Efficient
What do you like best about the product?
The option for canned responses and data trends. It has many useful features.
What do you dislike about the product?
Deletes tickets after certain period, hard to keep track of customer history that way. Does not always organize tickets correctly which can waste some time searching for your oldest tickets.
What problems is the product solving and how is that benefiting you?
Customer service trends, production issues.
Recommendations to others considering the product:
Try the trial before and be sure to go through a guided tour on how to properly use.
Great Customer Service Tool
What do you like best about the product?
I like the flexibility of the software and the ability to integrate with other software.
What do you dislike about the product?
The setup/onboarding process can be challenging.
What problems is the product solving and how is that benefiting you?
We are using the helpdesk as a client service hub.
Recommendations to others considering the product:
Organize the implementation offline before you begin.
Great product and excellent service
What do you like best about the product?
Great end user interface, easy to use and excellent customer support.
What do you dislike about the product?
That the systems locks your account when you fail to log in several times. It should allow to unlock the account just by reseting the password.
What problems is the product solving and how is that benefiting you?
Client requests for software configuration, end user support, etc.
Freshdesk is great for managing client requests and for assigning tasks within the team.
Freshdesk is great for managing client requests and for assigning tasks within the team.
We have started using freshdesk with SPROUT plan test in order to measure customer help desk service
What do you like best about the product?
Good user experience and semplicity of both administration and user profile
What do you dislike about the product?
we currently do not have dislike arguments or features
What problems is the product solving and how is that benefiting you?
We would like to measure customer help desk service in order to provide new service to our customer
Overall experience is good though a few functionalities still needs improvement
What do you like best about the product?
Daily analysis and productivity report easily accessible on Freshdesk which keeps us up to date on the benchmark and SLA's as per process requirements. Best part is ease of integration with Freshchat and Whats App which better streamlines our command center operations
What do you dislike about the product?
There are some core functionalities like "Auto Assignment" which still dysfunction sometimes and requires manual intervention. Support reachouts take time to respond on urgent matters as observed
What problems is the product solving and how is that benefiting you?
We are able to exchange email communication relevant to the online travel support (back-end) process we cater to our customers and basis the queries our customers raise through email as a medium of exchange.
Recommendations to others considering the product:
User friendly tool that is handy for day to day usage specially in the B2C process
Great
What do you like best about the product?
Very efficient support & usability. The product is easy to use and simple to understand as a beginner
What do you dislike about the product?
Sometimes the phone drops, but their support team has been good at assisting in this issue.
What problems is the product solving and how is that benefiting you?
Improving customer support
Relevant and lightning fast support
What do you like best about the product?
Provides a platform where we could engage the customer by asking back questions to understand their issue better and provide an appropriate solution. Canned responses are a great way of saving time, since it can be reused for multiple recurring requests. It can also be shared between agents. Private notes also help us a lot to collaborate internally in responding to high-value customers.
What do you dislike about the product?
I would be delighted if freshdesk app could also allow viewing and adding solutions in knowledgebase. It would help agents who are mobile. Scenario automations and dispatchers are quite difficult to figure out and put to regular use.
What problems is the product solving and how is that benefiting you?
Technical issues related to our software are addressed using freshdesk. It helps us track our support and reuse responses using canned messages. Knowledgebase has helped us a lot in minimizing the number of incoming tickets and serves as a platform for putting up technical content.
Recommendations to others considering the product:
Using a tool like freshdesk for supporting your customers, adds value to the kind of service that you provide. It will be appreciated and customers will be able to feel the importance they are given.
A tight race between Freshdesk and Zendesk
What do you like best about the product?
Cost-effectiveness, meaning customers from mom-and-pop and enterprises customers alike can benefit from this platform. Very friendly, knowledgeable and accessible support staff,
What do you dislike about the product?
The ecosystem is noticeably smaller. For instance, the number of apps in the marketplace doesn't quite stack up against Zendesk. I struggled to get the Slack integration up and running, only after the helpdesk explained the integration app (2+ years old) only worked with the old UI.
What problems is the product solving and how is that benefiting you?
Centralizing helpdesk and application support knowledge base. Better analytics and in turn metrics-based business decision making.
Freshdesk Ticketing
What do you like best about the product?
Web based, and mobile use. Can access from any device, anywhere
What do you dislike about the product?
Nothing really. Great ticketing software.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system with mobile apps, and Freshdesk has certainly done that for us. Being able to track and update tickets on the go has helped us greatly.
Recommendations to others considering the product:
If you need a ticketing system, and are on the go, this is a great product. You can use it anywhere, and can be setup and logging tickets in a matter of minutes.
showing 1,331 - 1,340