Freshdesk
Freshworks Inc.External reviews
3,425 reviews
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RML Review
What do you like best about the product?
- Timely support from your backend team when configuring a lot of webhooks and settings.
- We can use the Freshdesk to support all our business need by tweaking the solutions.
- We can use the Freshdesk to support all our business need by tweaking the solutions.
What do you dislike about the product?
Bulk update functionality of agents is not smooth and didn't find the solutions in the past not sure the current status for the same.
What problems is the product solving and how is that benefiting you?
We have solved so many problems by using freshdesk benefits we do not have to maintain the query and complaint module our selves.
Recommendations to others considering the product:
yes
Uncontrolled to Glory
What do you like best about the product?
Freshdesk made a significant improvement in managing and resolving customers issues. Ticket management and coordination through the Discuss feature, an internal agent discuss session to forwarding tickets to outside parties for review is a cornerstone to resolving problems for our customers. The automation tools have allowed us to ask customers key when the ticket is sent providing valuable tools to the customers to reduce issue resolution cycle time.
What do you dislike about the product?
Font is too small. Creating canned response customized templates can be done but outside the platform.
What problems is the product solving and how is that benefiting you?
We now provide customers solutions rather than questions. Through the automation tools, long drawn out conversations we are asking customers to provide all the information upfront to reduce the cycle times.
Recommendations to others considering the product:
There are many help desks out there. You wont be disappointed with Freshdesk and their amazing support.
FreshDesk
What do you like best about the product?
I like the easy access to announcements and training material. I'm able to review information that I may not remember or need to access repeatedly.
What do you dislike about the product?
Sometimes the information can be difficult to locate. If I'm looking for an announcement or material that was posted a while back, it may be difficult to find quickly. I wish it was easier to search.
What problems is the product solving and how is that benefiting you?
FreshDesk provides me with updates and announcements for my teaching job. I'm able to access training material for review and improvement.
Recommendations to others considering the product:
This is a great platform to post information for a large group. It allows users to read at their leisure and still be able to refer back to it as needed. The same applies for training material (such as PowerPoint slides or .pdf files).
This team has shown fantastic support and the program is versatile enough to meet my support needs.
What do you like best about the product?
The support from the company when I have questions. They are quick and follow up.
What do you dislike about the product?
The response settings can be confusing. I wish there was a centralized hub to set up and change how FD reacts with specific clients. Instead I have to set up rules or go through the clients one by one to change some settings. Why can't there just be an option under a settings menu to turn on auto assigning of some options.
What problems is the product solving and how is that benefiting you?
It's helped track which clients are needing more support and focus.
Great tool for managing customer experience how YOU want
What do you like best about the product?
Clean interface. Ability to adjust ticket settings and requirements. Chat feature. Automation tools. Availability of helpdesk staff to assist when I need them.
What do you dislike about the product?
Phone functionality allows customers to get caught in hold/voicemail conflict for us. FD staff havent been super helpful in resolving this.
What problems is the product solving and how is that benefiting you?
Grouping customer interface options into one easy-to-use package. With plenty of metric tracking onboard.
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
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