Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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A new world for email management
What do you like best about the product?
What I like the most about FreshDesk is the proficiency it has brought into solving tickets that we get from customers on a daily basis, not only this, now we are able to analyze our performance as individuals, and as a team as well, besides that, the structured way of answering tickets is a big relief.
What do you dislike about the product?
Nothing really, FreshDesk is an absolute hit.
What problems is the product solving and how is that benefiting you?
FreshDesk helps me to manage my tickets, keep a more organized tap on the tickets, and then analyzing the performance of me and my team in the most convenient way I have ever experienced.
Freshdesk is very helpful and problem solving
What do you like best about the product?
Freshdesk is very smooth to work with for day to day reveiw of our customer supports tickets and the freature is very easy to access
What do you dislike about the product?
There is not a single gap in fresh desk its all perfect
What problems is the product solving and how is that benefiting you?
It's very convinent to work on fresh desk for the reveiw of customer support tickets of our organisation as an risk officer
Freshdesk is very optimal and easy to integrate with our business processes.
What do you like best about the product?
Best part of it can create automation to ease the load of manual processing
What do you dislike about the product?
Dynamic data sets cannot be automated for auto-population. Example, Agents name in dropdown etc.
What problems is the product solving and how is that benefiting you?
Manual processing
Omni channel solution
What do you like best about the product?
Automation and support from Freshwork team is excellent
What do you dislike about the product?
As of now, there is nothing which we dislike but SLs are limited to few existing fields which limited us to create the automation in specific fields only.
What problems is the product solving and how is that benefiting you?
Tracking all the complaints and getting them resolved on timely manner which improves the customer experience
It's a brilliant tool with intuitive interface and a lot of useful features.
What do you like best about the product?
The best part about Freshdesk is that it is user-friendly, tracking the performance of all the users at one go and easy to download customized reports.
This also effectively helps in real time ticket monitoring that helps in reducing the resolution time for a better customer support experience.
It is useful when it comes to team work as we can easily reassign the tickets in case there is any issue with the currently assigned team member to avoide any further delay in the resolution.
This also effectively helps in real time ticket monitoring that helps in reducing the resolution time for a better customer support experience.
It is useful when it comes to team work as we can easily reassign the tickets in case there is any issue with the currently assigned team member to avoide any further delay in the resolution.
What do you dislike about the product?
I do not feel any specific challenge while using the tool but the only limitations of the Freshdesk is that sometimes when the ticket volume is high, it takes time to load the tickets and the manual reassignment takes higher time that results in high resolution time for the customers.
What problems is the product solving and how is that benefiting you?
The problems solved by the use of the freshdesk includes, reduction in the AHT, real time ticket monitoring and downloading the reports as per the requirement. This also helps in improving the perfomance of the team. It provides a clear insights on assigned, unassigned, resolved and unresolved tickets on daily, weekly and monthly basis which helps in time series analysis of work flows.
Ease to use
What do you like best about the product?
The ticketing system, is the best in the market, when it consider to followup resolve the tickets, for both internal team as well as for the customer, reporting part is the best.
What do you dislike about the product?
Sometime payment links not works, while the subscription is expirered we have to wait untill the payment is done
What problems is the product solving and how is that benefiting you?
We are analysing the customer complaints, resolving the query and provide customer support
Very Good Dashboard for Ticketing and report managing . Superb for Queue Monitoring
What do you like best about the product?
ease of use for reporting and monitoring. Good and timely Customer support. We regularly use this dashboard so very nice . It is ease for integration.
What do you dislike about the product?
A little complicatied and takes long time ID Creation and Licence allocation. Bulk ID creation and Licence allocation features could be implimented.
What problems is the product solving and how is that benefiting you?
Ease of reporting and Very easy for Queue monitoring. Accurate Report sharing is very Good.
G2 Review
What do you like best about the product?
Great AI capabilities increased csat and agent productivity
What do you dislike about the product?
Adding disposition is difficult sometimes
What problems is the product solving and how is that benefiting you?
Analytics and reporting
Works well for collaboration
What do you like best about the product?
Being able to collaborate on tickets nad being presented with a to-do list of tasks
What do you dislike about the product?
Keyboard shortcuts can bug out on occasion, New agent permissions default to global access
What problems is the product solving and how is that benefiting you?
Our IT team works out of it, using it as a central point of communication for all end users. This allows the IT team to track all issues and ensure enverything is resolved. It also allows archiving of previous resolutions for future reference
Freshdesk, for everything work.
What do you like best about the product?
Its ease of use. Simple layout and unlimited customisation options.
What do you dislike about the product?
The feature to create sub groups in agent active details
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us to monitor our business queues in real time. We are into a food delivery business.
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