Freshdesk
Freshworks Inc.External reviews
3,514 reviews
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We have had a very good experience using Fresdworks Dash.
What do you like best about the product?
Freshdesk is a great customer support platform with many positive features.
What do you dislike about the product?
Freshdesk has a lot of features and products, which can be overwhelming for new users
What problems is the product solving and how is that benefiting you?
Freshdesk is a cloud-based customer support platform that can help businesses improve customer support and engagement by solving problems.
A Great Choice for a Flexible and Highly Customisable Customer Service Solution
What do you like best about the product?
We have been using Freshdesk for over two years; it is the main tool the Customer Solutions team uses every day. It has proven to be highly customizable and easy to integrate with the different applications we use in the company. Various automations are easy to create, even for non-technical personnel, and have helped my team become more efficient. Additionally, their customer service is very helpful and fast, making issue resolution effortless.
What do you dislike about the product?
There are no major downsides to the system. If we're being picky, the design could be more sophisticated. Additionally, there is currently no way for us to access the deliverability information of our tickets, such as extracting the logs. Also, whenever a new contact is created, they are automatically emailed to create a Freshdesk account, which we do not necessarily want to happen every time. However, we have learned to work around these issues, and so far, I see more positives than negatives.
What problems is the product solving and how is that benefiting you?
Freshdesk is the primary tool we use for customer service at IPXO, particularly for handling a significant portion of our tech support communications. It enhances our team's efficiency by automating routine tasks, enabling the use of predefined responses, and providing valuable insights through data analysis. The platform also helps us track our performance on a daily basis, ensuring consistent improvement in our customer service operations.
Seamless Transition and Exceptional Support Freshworks Delivers Outstanding Service for Over 3 Years
What do you like best about the product?
We've been using Freshworks for over three years now, and it's been an excellent experience overall. The platform is easy to use and learn, thanks to a wealth of knowledge base videos and an intuitive interface. The transition from regular emails to Freshworks was seamless, and the onboarding team was incredibly supportive throughout the process. Their communication is great, and the reporting tools are top-notch. The account managers we've worked with have all been professional and amazing. I would highly recommend Freshworks for businesses looking to elevate their operations to the next level
What do you dislike about the product?
No 24/7 urgent contact line, which can be inconvenient for users in different time zones, like New Zealand.
What problems is the product solving and how is that benefiting you?
Prioritizing customer complains and trying to resolve the issue within 3 responses.
All the necessary services in one place
What do you like best about the product?
The best thing about Freshdesk is the amount of customization it offers. It is not just limited to creating tickets, but there are a ton of features that make them super easy to visualize and organize in this super clean interface, which greatly reduces the resolution time for them.
What do you dislike about the product?
At first, it is a bit tedious to incorporate and use, but this is normal in applications with so many features. However, after a few days, you get used to the system.
What problems is the product solving and how is that benefiting you?
Above all, it solves the need to use email as a method for tickets, which, no matter how much you use filters and aliases, will never be as organized as a dedicated application, apart from being able to apply agents and solutions that help a lot.
Ticket System for IT Support
What do you like best about the product?
Clean UI, easy to manage and get up to speed in managing the ticket system. Automations and canned responses are helpful and easy to play around with.
The implementation side is easy as well to get it going as well and becomes an essential tool to be used everyday to depend on.
The implementation side is easy as well to get it going as well and becomes an essential tool to be used everyday to depend on.
What do you dislike about the product?
Would like an feature where sending scheduled emails/outreaches is possible within the ticket system regardless if it messes with any SLA metrics.
What problems is the product solving and how is that benefiting you?
Central place of management for various tickets/request that come in.
The customer service I received while setting up Freshdesk account was courteous and professional.
What do you like best about the product?
Providing stellar customer support to my audience is a highlight of Freshdesk.
What do you dislike about the product?
I think it can be a little tricky to set up properly in the beginning, but once it's up and running it's great.
What problems is the product solving and how is that benefiting you?
Freshdesk is streamlining the customer services offered to make the process of offering support more comprehensive.
Freshdesk as a service desk tool
What do you like best about the product?
Ticket handling is very intuitive and flexible
What do you dislike about the product?
Custom objects are not goood as they should be
What problems is the product solving and how is that benefiting you?
We have very active help desk and we handle tickets through freshdesk
Moving to Freshdesk - it’s been a great upgrade for our team
What do you like best about the product?
Our experience with the Freshdesk portal has been very positive. The site is user-friendly and makes managing support tickets efficient and straightforward. The customer support is impressively quick and responsive, which has been a pleasant surprise. Since switching to Freshdesk, we’ve noticed a significant improvement in our workflow. Additionally, we’re continually discovering new features that enhance our experience further. Overall, it’s been a great upgrade for our team.
What do you dislike about the product?
So far I am satisfied, I received an answer to the gaps I had
What problems is the product solving and how is that benefiting you?
It’s convenient to design the support tickets in a way that helps analyze common issues in the future.
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
Flexible scalable affordable CRM
What do you like best about the product?
Fresh desk has a good array of automation options to allow the categorisation and triage of customer enquires. The support team are always prompt, courteous and helpful.
What do you dislike about the product?
There are some limits to applying rules under some circumstances but there are work arounds.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment.
What problems is the product solving and how is that benefiting you?
We are able to get a broad view on numbers of particular enquiries and by segregation of tasks achieve a greater focus and efficiency.
Best CRM so far I have used, Truly appreciable.
What do you like best about the product?
It is very customizable platform where I can showcase all my business needs and I used to get all the analytics to analyze my team performance. The ease of implemention of new settings and use the automation.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
What do you dislike about the product?
No major backlash to mention it is very easy to use
What problems is the product solving and how is that benefiting you?
I can get my team performance through Analytics
Customer Satisfaction is must when you are running a business with the customers.
Customer Satisfaction is must when you are running a business with the customers.
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