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.
FreshDesk is a pleasure to use with easy to understand features
What do you like best about the product?
The ability for users to log onto the FreshDesk portal and log their own tickets saves both time and money from a business perspective.
The ability for users to look at client specific documentation through the portal is another great feature as the use of "self help" documentation is essential and time saving within our industry.
The ability for users to look at client specific documentation through the portal is another great feature as the use of "self help" documentation is essential and time saving within our industry.
What do you dislike about the product?
If an automated ticket gets sent out to another automated ticketing system, the loop is continuous and keeps on creating ticket after ticket until we disabled the "send automated response" temporarily.
What problems is the product solving and how is that benefiting you?
We generally use FreshDesk to keep track of support issues over two of our products, the FreshDesk interface helps us differentiate between the two products and assign tickets to relevant users in accordance to the product they support. this stops our support team from crossing wires and supporting the "wrong" product.
Recommendations to others considering the product:
Definitely sign up and use this software.
With automated responses, ticket tracking times, ticket customisations and ticket reports, this software will help companies to keep a grip on their Support Teams and the way in which they handle support calls.
With automated responses, ticket tracking times, ticket customisations and ticket reports, this software will help companies to keep a grip on their Support Teams and the way in which they handle support calls.
Over the hump
What do you like best about the product?
The flexibility to create so much myself within Freshdesk and to have the system action it.
Your creations are not just empty check-boxes.
Your creations are not just empty check-boxes.
What do you dislike about the product?
Inability to search check-boxes
Inability to create logic filtered views for agents
Inability to create logic filtered views for agents
What problems is the product solving and how is that benefiting you?
The customer portal meant we could forgo sending out an excel sheet with weekly updates.
Now our clients can see updates whenever they choose to and keep us on our toes
Now our clients can see updates whenever they choose to and keep us on our toes
Recommendations to others considering the product:
Trial it fully
Put a lot of time into it to ensure it's right for you
Put a lot of time into it to ensure it's right for you
Integrated and omnipresent platform
What do you like best about the product?
Mobility, the fact that I can access from mobile and desktop, makes life easier. Easy integration with mobile SDKs
What do you dislike about the product?
Cordova support is a bit delayed. Given that hybrid apps are the current in-thing, faster support would be appreciated.
What problems is the product solving and how is that benefiting you?
Communication across stakeholders is key. Freshchat helps me address this. The other major challenge is adoption. I can tackle user issues and get device and app information without asking. This helps me greatly in running an effective support channel.
Recommendations to others considering the product:
Use the trial to get onboard... there's no looking back thereafter
Fresh start
What do you like best about the product?
The user interface is friendly and the features fits our company needs
What do you dislike about the product?
We are in the early implementation process right now, so our experienced is based on testing. Thus far, we have not find a dislike at this point.
What problems is the product solving and how is that benefiting you?
We needed a centralized application to manage all services, sales opportunities, and support portals (emails, phones, and chats). This will enable us to identify trends, opportunities, and efficiently work with customers.
Fantastic platform and great customer service as well!
What do you like best about the product?
A very easy to use and intuitive platform with all the features we need! Whenever we've had issues (which is seldom) their customer service has been top notch too!
What do you dislike about the product?
I do wish the knowledge portal and some of the other site integrations would be slightly more customizable.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for customer support, live chat and our FAQ page via their knowledge base
Recommendations to others considering the product:
Check the features and see if this works for you. If you have questions, they have absolutely fantastic customer service!
A Helpful Support Platform
What do you like best about the product?
Easy grouping and monitoring of emails. Having different ways to look at the company/status/age of support emails helps ensure quality responses from our team.
What do you dislike about the product?
Search function isn't the greatest. We use Freshdesk as a support platform, knowledge base, and, to a lesser extent, a forum host. Searching through all the various posts/emails that have accumulated over the years (about 3 years of use) doesn't always return the smartest results. Using filters instead of the search usually gets the job done though.
What problems is the product solving and how is that benefiting you?
Freshdesk helps our support team keep track of issues and questions from our clients. Much easier than using personal email accounts, and with greater transparency and easier collaboration. It allows us to provide a more timely, consistent service to our clients and allows our team members to be more effective at other, non-support-related tasks.
Innovative and inspiring
What do you like best about the product?
its very easy to keep track of work, setting SLAs and creating scenario automations to speed up processes for better productivity
What do you dislike about the product?
having my email signature on all replies should be an option, even if a template is used.
What problems is the product solving and how is that benefiting you?
able to speed u productivity meaning more tickets can be worked.
Nice solution for HR
What do you like best about the product?
It was really easy to setup the basics but there are a whole bunch of advanced customization options. We were able to get a really nice looking knowledge base setup pretty quickly. This allows our employees to find the answers to their own questions before asking us common questions.
What do you dislike about the product?
They have a "theme gallery" for portal customizations but pretty much everything in there costs hundreds of dollars.
What problems is the product solving and how is that benefiting you?
We wanted an easy to use knowledge base for our employees. The customer portal allowed us to have quick and easy search functionality.
We have been using Freshdesk for almost 5 years now
What do you like best about the product?
That Freshdesk is so intuitive and effective.
What do you dislike about the product?
We are located in Germany. Therefore it is a sad thing that Freshdesk is not yet DSGVO / GDPR compliant.
What problems is the product solving and how is that benefiting you?
We implement our entire ticket accounting via Freshdesk.
We Love Freshdesk!
What do you like best about the product?
The ability for all tickets to be viewed by our team, streamlining our client management process and speeding up our response times.
What do you dislike about the product?
As we've just upgraded to Mint - nothing we dislike :) Would have said the old user interface as it was a bit clunky.
What problems is the product solving and how is that benefiting you?
Transparency across client communications and timely responses to our clients enquiries.
If a team member is off sick, we don't have to worry about getting into their emails to see if they're sitting on anything urgent. we can support our team better if one member is overwhelmed, another can jump in and help lighten the load.
If a team member is off sick, we don't have to worry about getting into their emails to see if they're sitting on anything urgent. we can support our team better if one member is overwhelmed, another can jump in and help lighten the load.
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