Freshdesk
Freshworks Inc.External reviews
3,442 reviews
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Very Easy Tool
What do you like best about the product?
Allmost everything daily. we use it every day
What do you dislike about the product?
not exactly like dislike but please allow us to view and zoom the picture attachments rather download always.
What problems is the product solving and how is that benefiting you?
Support Operations, very swift in getting in touch with customers, solutions are very handy to distribute. New mint GUI is superb
Recommendations to others considering the product:
Please keep us same enthu and continue the good work you guys are already doing. thanks much
Excellent support!
What do you like best about the product?
Freshdesk helps us keep track of customer complaints, inquiries, service requirements and much more. It is an excellent tool for providing timely support to our customers. And the best part is that no matter what time of day or night, there's always someone available on Freshdesk help to answer a question or help you thru an issue.
What do you dislike about the product?
Nothing much to dislike as of now. If the system is not set up properly from the beginning, changing things later becomes challenging.
What problems is the product solving and how is that benefiting you?
Teamwork to help solve issues reported by our customers. Provide knowledgebase to customers to self-solve issues. Keeping track of issues to ensure customers are responded to and issues resolved on time. Monitoring agent performance. Zeroing in on majority issues being faced.
Recommendations to others considering the product:
Spend more time on planning. Go thru Freshdesk's "Best Practices" videos to learn more about setting up the system for best results. Changing things at a later stage becomes challenging.
Great service!
What do you like best about the product?
I like the layout and simplicity for the most part. Easy to track my work.
What do you dislike about the product?
Sometimes it can be slow. One day I started receiving notifications for every note added into the ticket and I am unable to change that in my settings. Multiple tickets created when title changes. Saving attachments one by one is painful.
What problems is the product solving and how is that benefiting you?
Tracking workload and correspondences.
Pretty good straight out of the box
What do you like best about the product?
Client support through multiple channels (Fb, emails, chat, etc)
What do you dislike about the product?
No customization of the dashboard and need to have internal users tickets not visible without having to create another company.
What problems is the product solving and how is that benefiting you?
The ability to have both internal and client facing tickets in one system. The ability to create complex ticket relationships that allow for parent-child with existing tickets.
Straightforward and Effective Way of Managing Team Emails
What do you like best about the product?
The interface is clean and intuitive, making inducting new users very easy. The system itself works exactly as one would expect it to and allows a good level of customisation via the Dispatch'r and Supervisor tools.
What do you dislike about the product?
The search could be improved; for instance it is not possible to search by date or reorder results by status, creation date or last modified. The process of merging tickets works, but could be slightly more presentable in its execution.
What problems is the product solving and how is that benefiting you?
We used to receive emails into a shared Outlook inbox. It was never clear which of our team had responded to a message or not (resulting in duplication of effort) and if one of our team did respond, we couldn't identify the status of the enquiry/issue unless everyone had been cc'd (a waste of time!).
Recommendations to others considering the product:
For a simple implementation with a smaller team, just go live! Overlap with email whilst you build your confidence. Gen Y and trailblazers will pick up the system quickly and bring other users with them.
Great cost-effective product
What do you like best about the product?
It is price competitive and loaded with features.
What do you dislike about the product?
The UI isn't great, but trying ou the beta version of Mint, this will change! Great update.
What problems is the product solving and how is that benefiting you?
Needed chat support for a client and it worked effectively.
HIghly recommended
What do you like best about the product?
The ability to have control of my service desk with information.
What do you dislike about the product?
It's not that easy to customize its categories and actions.
What problems is the product solving and how is that benefiting you?
Customer Service and task management. I've achieved control of where the problems are.
Reliable and Flexible Support Desk tool
What do you like best about the product?
Quick, responsive interface, flexible. Knowledge Base function
What do you dislike about the product?
Not a lot, some competitors interfaces look a bit slicker, but that's not the be all and end all of a support tool
What problems is the product solving and how is that benefiting you?
Internal and customer support in one tool, reporting and intergration with other business tools
Very pleased with experience
What do you like best about the product?
The way in which everything is logged in front of you and allows you to refer to older emails easily.
What do you dislike about the product?
There are still some issues with smoothness I have noticed freezes from time to time.
What problems is the product solving and how is that benefiting you?
It allows us to log everything we do when it comes to support, gives us more transparency as a company which other companies who want to deal with us would find attractive.
Recommendations to others considering the product:
Support are very helpful and it is a perfect support desk solution
Very cool features
What do you like best about the product?
The ability to requeue tickets from any queueⁿⁿ9||ê
What do you dislike about the product?
The ability to lock a ticket Someone else is working on a ticket.
What problems is the product solving and how is that benefiting you?
We are solving the problems of not forgetting items for our clients when on the phone. Retimeing tickets.
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