Freshdesk
Freshworks Inc.External reviews
3,442 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Great Ticket System
What do you like best about the product?
Easy deploy, fast access to tickets, intuitive GUI.
What do you dislike about the product?
Limitation to few fields on free version,
What problems is the product solving and how is that benefiting you?
Fast support system, free version allows unlimited agents
Freshdesk is getting fresher at every step!
What do you like best about the product?
The best about Freshdesk is having an opportunity to use it for your own, very special purposes. It is not only a ticketing system for the customer support: the experience of implementing it to the multiple companies from a vast range of business areas allows me to say that is can be used everywhere where you have to work with any kind of requests: in the HR, in the internal support, in the production area, as a task management tool - the one and only stopping factor is your own imagination. Smart and powerful automatisations, incredible collaboration features, fast and understandibly looking new UI - everything screams about choosing Freshdesk without a doubt and inspires to look forward to the further improvments.
What do you dislike about the product?
There are currently some troubles with buying of Russian phone numbers which creates troubles in using the build-in telephony, so the only solution for those who would like to integrate telephony to their Freshdesk in Russia is CTI.
What problems is the product solving and how is that benefiting you?
With Freshdesk it is possible to both build a customer support center from a scratch with fun and ease and to easily migrate from some other system without losing a thing and to start being better, faster, smarter right away. So a really vast range of problems can be solved with Freshdesk: from getting a platform to collaborate with your colleagues to gathering the right info to create a set of reports important for your business. The main benefits are: the ease to learn the system and to start working it it, amazing app marketplace which is getting bigger every week, "collaboration - the kee to the customer success" philosophy, honestly followed in various features and possibilities provided by Freshdesk.
Improved our Support quality and response time
What do you like best about the product?
Ability to overview all tickets and run different displays which you can configure.
What do you dislike about the product?
unable to template build multiple tickets together for joint tasks.
What problems is the product solving and how is that benefiting you?
Late responses to tickets or losing emails.
Recommendations to others considering the product:
Worth a trial allows you to fully integrate your support email into the system. Prevents you from missing emails and sends automated emails to customers letting them know your working on it.
Convenient customer management
What do you like best about the product?
Freshdesk is one of the best applications for small and medium business customers. It is possible to assign customer requests. I like that Freshdesk easily integrates into several subsystems and provides the flexibility to use it in several channels, such as a PC. And it also has a special mobile application - it's very convenient.
What do you dislike about the product?
I do not like that we can not insert videos and large documents. And also I want to be able to instantly connect Freshdesk to notifications by e-mail. For example, if we publish a new ad, we want all customers to see it right away. I would also like to have access to analytics. And the opportunity to see how many active users from the total.
What problems is the product solving and how is that benefiting you?
This helps us stay in touch with customers and help them solve their problems using systems. In addition, our technical support is much organized and accelerated. Freshdesk helps us in providing instant offers to our customers, and this significantly increases our sales
Recommendations to others considering the product:
Decent software. Always will work on what you need. The platform works quickly and without failures, all your documents are protected. I recommend it to you.
Experience
What do you like best about the product?
The tool is very simple to set and use.
The support services are very responsive and efficient.
The support services are very responsive and efficient.
What do you dislike about the product?
Cannot go much deeper with reports.
An app was recently added with no agreement from us.
An app was recently added with no agreement from us.
What problems is the product solving and how is that benefiting you?
We can l'âge our customer support activities thanks to FD.
Recommendations to others considering the product:
None
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