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.
nice and friendly interface, easy to use
What do you like best about the product?
fast to get used to, solutions section,
What do you dislike about the product?
can't add an agent on a break, affects the SLA
What problems is the product solving and how is that benefiting you?
IT support handing requests.
Benefits - decreased cost
Benefits - decreased cost
Excellent service
What do you like best about the product?
The prompt response to my query. I received help almost immediately after I submit my query.
What do you dislike about the product?
None that I know of. Everything seems so smooth sailing I cannot find any fault with it.
What problems is the product solving and how is that benefiting you?
It's so easy, with just a click, my issue is solved with the right advice from the support staff almost immediately.
Recommendations to others considering the product:
Brilliant and easy to use
Really needed help and the support team swooped in with smiles, positivity and solutions
What do you like best about the product?
I could honestly hear the smile on their faces as they walked me step through step of the problems I was having setting up. It’s so rare to talk to a support team who loves to help people so much! They were so positive and awesome :) Thank you again!
What do you dislike about the product?
There is nothing that I disliked! I actually enjoyed my experience with Freshdesk customer support!
What problems is the product solving and how is that benefiting you?
We needed a larger customer relationship presence as well as an organizational system for our customer accounts.
Easy to Use
What do you like best about the product?
The solution is powerful and almost never has issues. I like the new Mint interface
What do you dislike about the product?
We really would like an on-premise version so we could keep our customer information in house and not in a cloud solution. Is this possible?
What problems is the product solving and how is that benefiting you?
We use this to monitor our help desk and provide internal customer service.
Fresh Desk Review from a daily user
What do you like best about the product?
I like that we can configure it to meet our ever changing needs.
What do you dislike about the product?
That the management can make changes and we don't have to be informed.
What problems is the product solving and how is that benefiting you?
We use it to monitor all of our clients questions and issues. It keeps all of the issues sort-able by client /contact or level of impact. I give our client the chance to rate us as well with little surveys.
Recommendations to others considering the product:
Take the time to test all the features. There is a lot to use and learn.
Freshdesk saves us so much time
What do you like best about the product?
Freshdesk has changed the way we provide customer service
What do you dislike about the product?
Still trying to figure everything out but there is nothing I dislike so far!
What problems is the product solving and how is that benefiting you?
We have a team of account managers. This keeps us all organized so we aren’t doing duplicative work
I am an experienced Customer Service Agent. Some Good some not so Good
What do you like best about the product?
The interface is good. I like the ease and flow of the software
What do you dislike about the product?
I dislike the fact that it doesn't integrate with Fresh Chat. This causes a number of issues. I also wish I could structure the Groups a bit better. Having trouble with the social chat as well
What problems is the product solving and how is that benefiting you?
We offer software support to multiple properties.
Recommendations to others considering the product:
Make sure to understand the issues around Freshdesk Chat and Fresh Chat.
Advertising Publisher Alert System Ticket Monitoring/Response Management
What do you like best about the product?
While we seem to be using Freshdesk in a way it is not regularly intended, the support team has been very responsive in helping us sort out any issues.
What do you dislike about the product?
Because of the way we are using Freshdesk, there are some growing pains in figuring out these issues and some of the ways we want to do things may not be possible; however, we realize we are trying to use the system for a different purpose than most and have still be successful in getting most of what we are looking for out of it. The dispath'r tool can take a while to get the rules set up and working how you want them.
What problems is the product solving and how is that benefiting you?
We are trying to consolidate or advertising publisher alert system for all of the different alerts that come in for a variety of issues that can occur. Tickets are created via an API or a support email and we review and respond to them accordingly. We are primarily using Freshdesk and an internal tool but were about to set up outside contacts for any vendors who need to be involved in further reviewing tickets. We are using Freshdesk to better manage the review process of these issues and to be able to track performance.
Recommendations to others considering the product:
Don't be afraid to ask questions. They are very responsive and willing to help you figure out what you are trying to do and will be honest if they cannot do something.
Great!
What do you like best about the product?
SImple layout. Easy to use. They're tech support response is really fast if you do have a question or issue.
What do you dislike about the product?
I'm fairly new to Freshdesk - so far I haven't had any issues.
What problems is the product solving and how is that benefiting you?
Customer concerns and general inquiries.
It's nice that it notifies the person that is assigned to that task instead of everyone. Easy and quick to get to your customers.
It's nice that it notifies the person that is assigned to that task instead of everyone. Easy and quick to get to your customers.
About Freshdesk support
What do you like best about the product?
The service is very good. Very quickly and perfect answer. I like freshdesk.
What do you dislike about the product?
I had asked two questions. One question was for backend. It was solved perfectly.
The other question is for customizing the Portal Views. I didn't get response for it but I had solved. By the way, I am thank you for the help of freshdesk support team.
The other question is for customizing the Portal Views. I didn't get response for it but I had solved. By the way, I am thank you for the help of freshdesk support team.
What problems is the product solving and how is that benefiting you?
We are using freshdesk for providing support page in our web site. I think freshdesk is the best choice for it.
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