Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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External reviews are not included in the AWS star rating for the product.
Great way to send tickets to staff for review and follow up
What do you like best about the product?
I like that I can assign a task to someone, follow up on the status and completion of that task.
What do you dislike about the product?
I do not dislike any portion of this program at this time.
What problems is the product solving and how is that benefiting you?
Follow up, accountability, completion of tasks.
Recommendations to others considering the product:
Use this program to assign tasks, follow up on status, make staff accountable.
Program use & assistance review
What do you like best about the product?
It is a very user friendly program and you can train yourself with all the loads of FAQ's. The hands-on staff are just as amazing always offering solutions or assistance in a heart-beat. Totally Amazing team & product!
What do you dislike about the product?
There really is nothing major that pops out as a 'dislike-able' matter for me :)
What problems is the product solving and how is that benefiting you?
Loads of benefits in this program, too many to mention problems to be solved though, not much as your team at Freshdesk has been taking very good care of us.
Recommendations to others considering the product:
Absolutely amazing !!!!! Sign up immediately.
Great Tool and Excellent Support
What do you like best about the product?
We have been using FreshDesk for almost a year now and have had a very few issues with the product. We like that the product - its easy to implement and use. Support is excellent and the team is very responsive to our needs. Thank you Holly, Param and Thriyam for your support !
What do you dislike about the product?
I would like to see a more structure approach for implementations
What problems is the product solving and how is that benefiting you?
We have multiple teams interested in FreshDesk functionality starting from Customer Service and various support functions in the organization. Due to low cost and great functionality, tool allows to streamline internal process with minimal investment.
Surprisingly Functional and Effective
What do you like best about the product?
The feature included, and all the simplicity on its organization, configuration, as well with the fast application of changes, it was only good surprise at every single new step on my exploration of this tool. I've have been since than suggesting it for several companies I work with, friends that own business too, and I will continue.
What do you dislike about the product?
The limitation on design, and the descriptions or the promotional pages about certain apps, its not that clear. And of course that the of amount of information that is needed to absorb in a relative same short period of time, makes it challenging to understand specific areas, however not critical.
What problems is the product solving and how is that benefiting you?
All my social media communications as well with control and feedback to every interaction, e-mail, comment, private message on other platforms. All in one single place.
Recommendations to others considering the product:
SOLVED O PROBLEM OF OVERLOAD: imagine all the apps/websites like facebook messenger + twitter messages + email + support-email + support-tool + who knows what more, and all this open at same time in different tabs. Now I am able to see all of the important things by date, organized into a new singular common area, and answer from the app, with simple clicks of exercise ahahah.
Easiest software ever installed!
What do you like best about the product?
I like how easy it was to setup and use Freshdesk out of the box. I was able to setup and use within a day. Their guide is easy to use and steps you through in a logical fashion. When I did have a question their Support team was fantastic. They answered very quickly and provided 1-1 assistance when needed.
I would recommend to anyone who needs a support system and has ever worked within one before. I'v used many over the years and this is by far the best for Administration and Agent use.
I would recommend to anyone who needs a support system and has ever worked within one before. I'v used many over the years and this is by far the best for Administration and Agent use.
What do you dislike about the product?
We have used all of the features and are quite happy with each one. I have not had any issues to date with their product.
What problems is the product solving and how is that benefiting you?
We have been able to publish content and solutions to our customers in an efficient manner. Along with the chat features and new call routing within Freshdesk, we can respond quickly.
Recommendations to others considering the product:
It is the best out of box solution. Great first step for those who need a Support system but not sure where to start. This has everything in one package and will grow with your company.
Very Happy!
What do you like best about the product?
The simplicity to implement, customize and implement.
What do you dislike about the product?
That Freshdesk doesn't have customized forms for different types of tickets
What problems is the product solving and how is that benefiting you?
Service desk, Legal Department requests and Payable Accounts requests. We simplified all processes and now we have a excellent control of all requests.
Great Product - Very Useful and Helpful
What do you like best about the product?
Easy to use - Easy to train a new user - Easy to track and resolve issues
What do you dislike about the product?
I have not found anything to dislike. There must be something. I will keep looking for it.
What problems is the product solving and how is that benefiting you?
Tracking reported issues in a central warehouse and the orders in and out of that warehouse for 3500 external users. Problems don't sit in a paper stack and slowly get or never get addressed. Our users like the responsiveness of the warehouse team that is now using FreshDesk.
Recommendations to others considering the product:
Great HelpDesk Product. Easy.
Expediant and Courteous service
What do you like best about the product?
Any time I have a question or concern about the system we're using, the responses I receive are always quick and courteous, and almost always answer my question or address my concern on the first response.
What do you dislike about the product?
There have been times when the system is not capable of preforming a desired action. However, the response from Freshdesk staff always empathizes and offers to forward my feedback to the development team for possible future updates.
What problems is the product solving and how is that benefiting you?
The ticket system helps keep our staff accountable so that issues from our customers are never left behind.
Recommendations to others considering the product:
Never be afraid to ask questions. The response team at Freshdesk are always very helpful.
FreshDesk - Professional, Caring and Innovative Partners
What do you like best about the product?
Freshdesk helpdesk functionality is flexible and accommodating to nearly all business processes. Rule writing and automation is easily configured and managed through the admin portal. Reporting is made easy through their new report portal with critical KPI measures easily visualised to make important business decision on the fly. The system is made fun for customer service teams by the "gamification" model and has largely contributed to important internal competition and drive within our team.
What do you dislike about the product?
* Needs the ability to retrieve emails (if an email has been sent to the wrong customer or with sensitive information accidentally) as you would in outlook.
* Needs the ability to drag and drop attachments into ticket responses without needing to "browse". Would speed up processing of tickets and ease of use.
*Custom Dashboard views would be an improvement as well.
*Ability to search for a contact or customer in the "Contacts" portal rather than scrolling through the alphabetical list.
* Needs the ability to drag and drop attachments into ticket responses without needing to "browse". Would speed up processing of tickets and ease of use.
*Custom Dashboard views would be an improvement as well.
*Ability to search for a contact or customer in the "Contacts" portal rather than scrolling through the alphabetical list.
What problems is the product solving and how is that benefiting you?
We handle roughly 3000-4000 tickets a month with varying degrees of complexity. Having Freshdesk we are able to take, direct and distribute these to the appropriately skilled groups and individuals to ensure our customers get the quickest and highest quality responses. Freshdesk also resolved an escalation issue we had before moving to this platform, now any task that breaches our SLA times is immediately flagged to the agent and the manager resulting in little to no customer complaints and increased customer satisfaction.
Recommendations to others considering the product:
Make the move, it is cost effective, adaptable and always improving.
Freshdesk is an amazing tool to help us deliver the best customer service!
What do you like best about the product?
Freshdesk allows us a lot of customization. We have created all sorts of email templates, which allows us to deliver a consistent message to our customers. We also love the dashboard and gamification aspect of Freshdesk. We get a great quick overview from the dashboard and the gamification aspect motivates our employees.
What do you dislike about the product?
I don't really dislike anything, because we have made several suggestions that have been implemented. One thing that I would still like to change would be an easier way to set the rules for dispatching tickets automatically. Right now you have to be really aware of the order of the rules because some rules override others.
What problems is the product solving and how is that benefiting you?
We are able to quickly respond to our customers with a consistent message. We currently have a 95% customer service rating!
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