Freshdesk
Freshworks Inc.External reviews
3,426 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good Customer Support
What do you like best about the product?
The new UI for ticket managing is quite nice but confusion are more as to understand the ticket process
What do you dislike about the product?
Customer support they need to work on this alot. No person to help
What problems is the product solving and how is that benefiting you?
All the support tickets which comes to us we can assign to all in our member and the main benefits is to have the reports clarity.
Great customer support & Calling integrations
What do you like best about the product?
I liked their recent new feature of Zoom phone call, it helps me to connect with our company users with the help of Zoom phone call, also i can manage logs of this.
What do you dislike about the product?
My request again with freshdesk is same, they have to work on making the reports creation simpler.
What problems is the product solving and how is that benefiting you?
It is helping us to resolve the customer queries theough emailing.
Freshdesk is fantastic for customer support
What do you like best about the product?
Freshdesk is easy to use, for both agents and customers. It has a large array of features, which continue to grow with every update. The support received from Freshdesks customer service team has always been fantastic.
What do you dislike about the product?
Nothing at the moment, everything is to our liking.
What problems is the product solving and how is that benefiting you?
Freshdesk has great analytics which helps us greatly with tracking trends in customer issues, we also make use of the Freshchat bot which helps reduce the need for agents to interact with every single customer query.
Amazing product and better priced than most products
What do you like best about the product?
Ticketing and the ability to create some great automations
What do you dislike about the product?
Freshdesk - even though the automatations are good, they can be limited.
What problems is the product solving and how is that benefiting you?
All users and client raise tickets within Freshdesk and Freshservice. We use both products.
Ease of Use
What do you like best about the product?
Freshdesk provides a platform that is easy to user for Agents.
What do you dislike about the product?
Some features like complex automation and non-requester ticket action could be improved.
What problems is the product solving and how is that benefiting you?
Reporting. Collaboration.
serves the purpose..... nothing special. same as zendesk but cheaper?
What do you like best about the product?
it serves its purpose that is built for. there's a dashboard for analytics of tickets.... beyond that nothing....
What do you dislike about the product?
customer support are not local and sometimes can be hard to understand their accent. we tried using freshsales and it doesnt integrate with freshdesk which defeats the whole point of using same suite of products. data doesnt transfer and it's practically useless
What problems is the product solving and how is that benefiting you?
Tracking if all the tickets are attended to..... ticketing management for all our customers to make sure they are tracked and attended to.
My experience
What do you like best about the product?
Its easy to use and gives us data in different view
What do you dislike about the product?
Not giving no intraction TAT only shows number of intractions happend
What problems is the product solving and how is that benefiting you?
Customer problems
Amazing tool for Reporting an Analytics
What do you like best about the product?
The feasibility os automation without the engineerring intervention and helps in reducing the time taken to complete any task related to report
What do you dislike about the product?
Did not find any thign as of now because they offers services based on the subscription
What problems is the product solving and how is that benefiting you?
Time tsaken before for any report is reduced by 40%
NA
What do you like best about the product?
User friendly, custom rules, options to create own widgets
What do you dislike about the product?
1. there is no agent ticket lifecycle in a simple format
2. Time consumption to export a ticket dump.
2. Time consumption to export a ticket dump.
What problems is the product solving and how is that benefiting you?
maintain customer & agent data
Pos and Cons : Freshdesk Tool
What do you like best about the product?
Easy to use, its user friendly interface makes it minimal training making it accessible even for non technical users, its workflow automation features, canned responses & ticket creation/assignment rules help reduce repetitive tasks & improve productivity & SLAs. It allows teams handling customer queries from email, chat & phone all in one place.
What do you dislike about the product?
1. The mobile app, while its useful, has fewer features compared to the desktop version limiting its usability for on the go support. At least for admin users the features should be at par with Desktop usage
2. Certain advanced automation tools or integrations are locked behind higher priced plans which may be a constraint for opting such tools
2. Certain advanced automation tools or integrations are locked behind higher priced plans which may be a constraint for opting such tools
What problems is the product solving and how is that benefiting you?
Freshdesk helps simplify customer support by centralizing ticket management from multiple channels, automating repetitive tasks & enabling seamless team collaboration. Automation rules for ticket prioritization & assignment help reduce response time, optimize workflow & support processes in delivering consistent & high quality support & deliverables as per business needs
showing 171 - 180