Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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External reviews are not included in the AWS star rating for the product.
Great product
What do you like best about the product?
We have loved this product. We loved the ability to set service level agreements and then track our stats.
What do you dislike about the product?
using API and Web hooks with freshdesk isn't great.
What problems is the product solving and how is that benefiting you?
Customer service and quick help to our customers. organization.
It's a nice help desk
What do you like best about the product?
In general terms, my tool with this tool is positive.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
What do you dislike about the product?
The ticket management is not so intuitive, could improve.
What problems is the product solving and how is that benefiting you?
As I work as Customer Success at a SAAS company, constant communication is a key aspect to avoiding churn. Through Freshdesk, I can communicate efficiently with my clients and also quickly.
Recommendations to others considering the product:
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Great Ticketing Software
What do you like best about the product?
Freshdesk has one of the best user interface I've used for any customer service software. Having all our contact channels (email, facebook, youtube, etc) all come into one software has increased our customer service and customer happiness.
What do you dislike about the product?
There is no good automatic chat bot associated with Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk connects directly to Magento - when users send us an email we automatically have all their purchase history, and customer service history.
helpdesk is fully intergrated
What do you like best about the product?
Tracks the tickets very well and organized.
The experience like user was designed and easy to understand the features very well.
Most of the applications are integrated such as email forwarding social media integration.
Convenient portal for clients and users
The experience like user was designed and easy to understand the features very well.
Most of the applications are integrated such as email forwarding social media integration.
Convenient portal for clients and users
What do you dislike about the product?
some times it gives me log in error or may be bugs issue.
Telephony integration is to be needed in future.
Need more customization for the reports
Telephony integration is to be needed in future.
Need more customization for the reports
What problems is the product solving and how is that benefiting you?
Clean interface and easy to understand.
It offers all the key features in help desk platform and highly user friendly interface and generated good amount solving IT tickets and cool interface to use.
Customer service is 24/7 with life cycle report of ticket from generation to solve
It offers all the key features in help desk platform and highly user friendly interface and generated good amount solving IT tickets and cool interface to use.
Customer service is 24/7 with life cycle report of ticket from generation to solve
Recommendations to others considering the product:
Yes .
Support 24/7 with global presence
Great price
Navigation of the interface was easy
They will sending the surveys regularly to keep freshdesk happy with our input
Support 24/7 with global presence
Great price
Navigation of the interface was easy
They will sending the surveys regularly to keep freshdesk happy with our input
Excellent Email Management Tool
What do you like best about the product?
The dispatcher. Just a rule engine, but plenty of customization behind it to help keep emails organized and dispatched appropriately between all departments and agents. There is also a log of activities on each ticket(email) made by an agent. This has provided clarity in areas where we can improve or simpy need to provide user training.
What do you dislike about the product?
Limited email formatting. Needs a better table support within editor similar to that of outlook. Also, the search logic. Very limited compared to what exists with other comparable software. If you search part of an email, it can't populate anything, not even a closely related result.
What problems is the product solving and how is that benefiting you?
We brought on Freshdesk for our various departments in an effort improve response times and task distribution by allowing multiple agents to work form a single email.
Recommendations to others considering the product:
Really consider the feature and lack thereof. While the software is a great extension to how we operate, it does lack an areas we find important for everyday use.
Meets our needs
What do you like best about the product?
There are plenty of options for automatic ticket management, employee gratifications, SLA
What do you dislike about the product?
Tickets search engine might be improved. It's actually easier to find clients email in Thunderbird then here
What problems is the product solving and how is that benefiting you?
Customer service, FAQ customers inquiries
Recommendations to others considering the product:
We were choosing between ZenDesk and Freshdesk. Before we used JIRA. For us Freshdesk is the right tool for our service desk department
An easy to use system to handle customer service without breaking the bank.
What do you like best about the product?
I like the ability to start scenarios and quickly assign tasks to other members of my team.
What do you dislike about the product?
There was a bit of a learning curve and some of the features aren't the most functional (such as naming conventions and buttons).
What problems is the product solving and how is that benefiting you?
I was able to clear up our inbox and make sure problems and issues were being handled correctly.
Super handy and efficient for work!
What do you like best about the product?
Instead of using email all the time to contact our support staff, we used Freshdesk to ensure our workers are assisting customers as soon as possible.
What do you dislike about the product?
Nothing to dislike when I was utilizing Freshdesk for my hotel job at the time.
What problems is the product solving and how is that benefiting you?
Time to attend to a ticket
Customer service survey scores increased
Customer service survey scores increased
Easy to Integrate and Customize
What do you like best about the product?
Freshdesk is a product that is easy to customize for your needs to get customer feedback. It has social media connections which allow you to integrate your social media with relative ease.
What do you dislike about the product?
Sometimes it is difficult to get a response from my account manager to set up appointments.
What problems is the product solving and how is that benefiting you?
Having a unified customer feedback ticketing system across all of our digital properties that are easily customizable. This is allowing us to modify our feedback system as we add digital properties. A benefit is a tool that our PR and consumer outreach departments can easily use and maintain with little IT involvement.
Recommendations to others considering the product:
Quality product and a reasonable price.
Great tracking
What do you like best about the product?
We like the fact that we can track ticketing the issues as they come up and what our response time is. It’s easy. Client let’s us know what their issues is and we can respond directly. It’s great to use just one login info for everyone to be able to use.
What do you dislike about the product?
It would be nice if it had a built in translator.
What problems is the product solving and how is that benefiting you?
Customer has questions about getting product or information about the product. Also if customer needs to order items for their machine it works great at letting them leave us messages.
Recommendations to others considering the product:
Do it. If you are looking for an all around tracking response software, FreshDesk is the one for you.
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