Freshdesk
Freshworks Inc.External reviews
3,514 reviews
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External reviews are not included in the AWS star rating for the product.
So far, so good
What do you like best about the product?
We've recently started trying Freshdesk to handle requests from our customers and so far the initial setup is very easy and is working fine.
Support has also been very efficient in a couple of questions we had.
Support has also been very efficient in a couple of questions we had.
What do you dislike about the product?
Nothing, so far. It seems to cover all the features we expected.
What problems is the product solving and how is that benefiting you?
Handling requests from our customers.
Features are useful
What do you like best about the product?
Hi,
Have been managing FD as an admin from last few months and have been able to implement few great solutions with the help of features and help of support team.
Have been managing FD as an admin from last few months and have been able to implement few great solutions with the help of features and help of support team.
What do you dislike about the product?
Few technical suggestions: like adding of tags and having it as a mandatory field.
Loading time is high sometimes
Loading time is high sometimes
What problems is the product solving and how is that benefiting you?
It helps in internal coordination in a cross functional environment
The easy and simple way of use.
What do you like best about the product?
I like that I can easily use a powerful in terms of being able to customize it for your business special workflows. I like that I can to realize our own templates. Always gives you all the base functionality necessary for a help desk. Great to work with it and I like it very much.
What do you dislike about the product?
I'm glad that till now I don't have any big issue with this software. Yes, I can't say that all the way was smoothy step of using that solution. Some time platform was slow and it really makes me upset. Thanks that I solved that problem. Support service they know what they do.
What problems is the product solving and how is that benefiting you?
We are more concentrate on important things which we need to do. Also, we have the ability to manage all our working stages. The great solution which helps us to be more close to our clients. In our company is everything in right place.
Recommendations to others considering the product:
An amazing software. Will always work on everything that you need. The platform works with fast speed. Don't worry all your documents will be secured. Always powerful customer service. I like all sides of it. I recommend it to you.
Exceeding Expectations
What do you like best about the product?
FreshDesk support and sales team have been fantastic to work with - fast, friendly, and always willing to assist and help where needed.. The Freshdesk system works, and works really well for our team. Little to no customization was necessary to get going, and our support team is embracing it.
What do you dislike about the product?
Reporting could use some improvement to allow for more scheduled customer reports to shareholders. SSO/SAML signin is there, but it's for the entire installation, which includes customer accounts - we would rather have SSO for agents only, and customers use the internal FreshDesk authentication system.
What problems is the product solving and how is that benefiting you?
Migrating from SalesForce to FreshDesk for a dedicated, purpose-built platform for support call centers. FreshDesk has offered us a fast, easy to use solution with integrated phone to allow our support team to quickly resolve customer issues and to ensure nothing falls through the cracks. Any question or concern we have had utilizing the system has been quickly resolved or explained by the support team - all expectations have been exceeded by FreshDesk team.
Recommendations to others considering the product:
Make sure you trial and verify the features fit your needs - their support and sales team is top notch and are not afraid to jump on a remote session to verify what you are seeing and needing to perform.
Freshdesk Review
What do you like best about the product?
Scenario option is very good, it helps to quickly execute the repetitive work like assigning
What do you dislike about the product?
Ticket Refreshing is sometime slow, and it takes some time to be updated
What problems is the product solving and how is that benefiting you?
Monitoring live chat and Email, It helps to track each and every customer's chat and mail record, which helps to do RCA for any problem.
Useful
What do you like best about the product?
Ticket management is very easy to use for helpdesk users
What do you dislike about the product?
Manage only helpdesk without contract management
What problems is the product solving and how is that benefiting you?
ticket management
Freshdesk Review
What do you like best about the product?
User friendly and very useful for customer needs
What do you dislike about the product?
response time from if any issue we have raised
What problems is the product solving and how is that benefiting you?
Internal and external customer support
Recommendations to others considering the product:
NA
Support made simple
What do you like best about the product?
The easy interface to use and simple and understandable processes
What do you dislike about the product?
Doesn’t work well with mobile devices/need app
What problems is the product solving and how is that benefiting you?
Client Retention and Email/Chat
A little confusing
What do you like best about the product?
I like that multiple, I mean in the 10's or thousands, can use this platform. There is an archive of past posts that you can search from at any point in time. If there is an issue you need address, they have someone ready to help you and will respond within 48 hours of your request.
What do you dislike about the product?
Due to the vast amount of people on our Freshdesk platform, it was sometimes difficult to navigate and find an answer to a question you might have. There are so many different areas and ways to upload questions of files that you may not know where to look to find your answer.
What problems is the product solving and how is that benefiting you?
If there is an issue that multiple people are having, you could search on Freshdesk to find the answer. When I first started with my company, I used Freshdesk a lot to answer simple questions about my concerns with getting class bookings or how to use certain features on our website.
Recommendations to others considering the product:
Our company actually has switched to another platform for most of the online help we used Freshdesk for originally.
Freshdesk keeps me connected to my office in Beijing
What do you like best about the product?
I like that Freshdesk is easy to use, and I can easily contact the head office through a Freshdesk ticket. It seems from a user perspective that it's an organized way for the large corporate office to communicate with its 20,000 plus employees worldwide.
What do you dislike about the product?
I would like a good language translation system built in. The translation from the Chinese speaking staff is usually pretty good but it seems like it could be better.
What problems is the product solving and how is that benefiting you?
Being able to communicate with the head office in an organized way. I always get an answer within 24 hours and I am able to specify what problem I am having so it routes to the right person.
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