Freshdesk
Freshworks Inc.External reviews
3,440 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A great platform to manage customer queries
What do you like best about the product?
It has a variety of features which provides a lot of solutions.
What do you dislike about the product?
Features aren't visible upfront. Need to find in the forums to get help.
What problems is the product solving and how is that benefiting you?
Customer queries via different channel.
Best helpdesk software with Amazing Customer support
What do you like best about the product?
Freshdesk is one of the top class customer helpdesk software for SMBs . It has the ability to assign customer requests - "tickets" to any user within our organization and seeing the progress of each ticket . I love the fact that Freshdesk is easily integrate-able with multiple sub-systems and provides the flexibility of using it in multiple channels like the PC, and having a dedicated mobile App.
What do you dislike about the product?
Honestly, there really isn't anything to dislike. Maybe the trial version should be a little more locked down to avoid wandering into making a configuration decision early that could prove problematic to correct later.
What problems is the product solving and how is that benefiting you?
We are using freshdesk for our customer support solution. I implemented customers support system for our company and different features on our website which was linked to Freshdesk via API.
Recommendations to others considering the product:
. We are a satisfied customer of Fresdesk . Freshdesk is quite the wow software that is a must have if you are managing multiple customers and would require data to seamlessly flow into multiple systems.
Its a great experience for users and agents.
What do you like best about the product?
Freshdesk's most appealing approach is ease of use. Both, for the end customer, which will also be supported by the tool, as well as internal agents/administrators. Because the settings and implementation of the tool are so didactic that it flows almost "alone"...
What do you dislike about the product?
There is a bit of customization on the client side. But it is easily remedied in some plans or same with the possibility of acquiring the "portal customization" feature, which allows us to edit all the content in the tool.
What problems is the product solving and how is that benefiting you?
Organization and centralization of all my Helpdesk. When you have a relatively large team, the difficulty in having control over so-called callbacks, backlogs, and similar things is quite complicated. Custom filters and some of the automations help a lot too for this purpose. Reports generate important metrics for strategic decision making in the company because it has clear and positive insights.
Recommendations to others considering the product:
It is a simple tool that has the idea of facilitating the analyst's attention to the client. Several resources are always focused on "user laziness", since they make it easier to send responses, contacts, view information and other facilities. A negative point would be the lack of parameterization on the side of the analyst, because although the portal of the same already has a lot of data, sometimes one or another edition would be necessary, and it is not possible to do without having to develop an integration or some application that does this for her.
Freshdesk is helping us keep organized and fulfill requests quickly
What do you like best about the product?
I love the ability to create rules that dispatch tickets to specific groups, agents and also trigger notes and e-mails.
What do you dislike about the product?
While the existing app is great, it does not include a customer facing app, which for the purposes of our organization would be extremely helpful!
What problems is the product solving and how is that benefiting you?
We need to fulfill the needs of 18 locations for our church. Freshdesk allows us to keep the requests neatly organized and prioritized, which in turn allows us to fulfill requests more quickly.
Like it!
What do you like best about the product?
The possibility to use it for free for an extended period to get used to the interface, in my free time. I like the interface (it seems clear to me), the facebook integration and the possibility to create groups of people and merge tickets. I like to have the app for ipad and iphone.
Their customer support seemed very responsive, and it’s quite a necessary feature for a “customer support application “.
Their customer support seemed very responsive, and it’s quite a necessary feature for a “customer support application “.
What do you dislike about the product?
I did not find anything I might say I dislike.
What problems is the product solving and how is that benefiting you?
Customer help desk
Quick and efficient responses
What do you like best about the product?
Very fast response and the agents are very kind.
What do you dislike about the product?
We had a bigger problem related to our phone and the solution was win 2-3 weeks and we still don;t know what was the issue... so we don;t trust this service.
What problems is the product solving and how is that benefiting you?
We are still in testing phase
Used for opening tickets
What do you like best about the product?
Easy and simple interface. Invited by my company and I use it about 1-2 per month. It's branded with the company logo and contains a lot of useful information in the knowledge base.
What do you dislike about the product?
I am not aware of all of the features, but I only dislike having to login to a new service for opening tickets. The layout of the knowledge base is difficult to navigate. I would prefer a wikipedia-type layout and easy search function.
What problems is the product solving and how is that benefiting you?
Easy to contact my company and get answers fast. There's a message board and case log for frequently asked questions.
Recommendations to others considering the product:
My company uses this service, and it works very well. I am not sure of the price or difficulty of use.
Fresh and usefull for most business
What do you like best about the product?
Integration with email and automation provide us a way to integrate with our RMM
What do you dislike about the product?
Hours report shuld be more powerfull. Exporting it in csv is broken if hours note contain CR
What problems is the product solving and how is that benefiting you?
Vette Schedule for work. Better Relation with customer.
Robust & Easy to use
What do you like best about the product?
Out of the box it had most of what we needed. That made setup trivial, just a few tweaks. We spent the bulk of our time doing final testing to find any bugs.
What do you dislike about the product?
Tech support does not speak English as a primary language. We've had some confusion due to that.
What problems is the product solving and how is that benefiting you?
We moved to Freshdesk looking for a better IT ticketing system that offered solid analytics to drive decision makeing.
Recommendations to others considering the product:
Push them on pricing a bit, they do negotiate.
ESL teacher
What do you like best about the product?
I like that this helps with direct communication with the parent company. It is an easy way to track conversations about issues or requests.
What do you dislike about the product?
There are many categories and sub categories when writing a ticket. Sometimes it is difficult to find the correct sub category.
What problems is the product solving and how is that benefiting you?
Communication
showing 1,421 - 1,430