Freshdesk
Freshworks Inc.External reviews
3,426 reviews
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External reviews are not included in the AWS star rating for the product.
Very easy to implement.
What do you like best about the product?
Freshdesk's intigration into our website was very easy. The scalability is also a big plus, allowing us to utilize more tools as we grow.
What do you dislike about the product?
The downside to Freshdesk is the troubleshooting. For easy questions, it's not a problem, but when you get to a more indepth issues, it can be daunting to find a solution.
What problems is the product solving and how is that benefiting you?
The biggest issues Freshdesk has helped solve is bringing our different support groups into one area. This allows for us to easily pass tickets or chats from one person/group to another. The perk of a shared inbox is big as well. This ensures we are not duplicating tasks.
Freshwork is very handy. Everything together. Well organized.
What do you like best about the product?
Working in Freshdesk is time-saving, since everything is together. Very easy to use.
What do you dislike about the product?
I don't use everything yet, because it's not necessary yet. I use what I need and that works fine.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps all administration together, through the many functions. That saves me time and frustration.
Freshdesk
What do you like best about the product?
Flexible analytical capabilities, all (or almost all) communication with the client in one space, easy to set up a bot
What do you dislike about the product?
Incompetent Freshchat/Freshdesk support, which is not responsible for its inappropriate recommendations
Long time to fix bugs, ineffective bug fixes that do not fix anything
Lack of public roadmap
Lack of cross-brand support (limited number of contact fields)
Long time to fix bugs, ineffective bug fixes that do not fix anything
Lack of public roadmap
Lack of cross-brand support (limited number of contact fields)
What problems is the product solving and how is that benefiting you?
Most operations teams/managers use the same environment to resolve customer requests
Flexible analytics that enable DDD development
Flexible analytics that enable DDD development
Has tons of functionalities and it the price is reasonable
What do you like best about the product?
It has all the features we need and offers great APIs. The support team is great and the price is reasonable.
What do you dislike about the product?
Some features are not well integrated between the Freshwork ecosystem
What problems is the product solving and how is that benefiting you?
Is centralizing all the custsomer communications in my company. Its also used as internal tool to coordinate internal tickets.
Decrease agent workload by about 40%
What do you like best about the product?
Easy to collaborate between the team to help resolve client concerns. Task ownership is also easily monitored and reports about agent performance is readily available in 1 click.
What do you dislike about the product?
All the functionalities that I need to do my tasks are here so I have no complaints.
What problems is the product solving and how is that benefiting you?
Ease of team collaboration to assist our clients. Agent metrics are easily trackable. Issue tracking and reporting is easily done on this platform.
Freshdesk experience
What do you like best about the product?
Easy to use and compatible to work with different features available for customer support.
What do you dislike about the product?
Nothing as much. More enhancement and features may be in future.
What problems is the product solving and how is that benefiting you?
Taking Care of more number of customers with canned responses and ease of implementation with time bound feature.
CRM With many functions enable to use
What do you like best about the product?
Easy to mange and enable new capabilities
What do you dislike about the product?
Sometimes the portal not permit to use all resources available.
What problems is the product solving and how is that benefiting you?
Easy solutions to automate flow and interactions with clients.
What an amazing product!
What do you like best about the product?
I love how integrated everything is. We make use of the omnichannel platform which gives us access to Freshdesk, Freshcaller, Freshchat and even Freshsales. Freshworks has everything covered, from automation to canned responses to chats with custom flows. Freshworks makes it easy to work and have a productive work environment.
What do you dislike about the product?
Not much to add, apart from the fact that you cannot tag specific agents on a chat conversation using the omnichannel platform. This can be done is freshdesk and you can leave private notes in chats, so not a train smash.
What problems is the product solving and how is that benefiting you?
Having the ability to @ agents in a live chat conversation. Multiple improvements on freddy AI
Easy to use
What do you like best about the product?
Freshdesk is beginner and user-friendly, and it has great customization available depending on the plan you are in. Pretty much easy to navigate. The built-in Analytics is quite helpful for reporting and understanding trends. There are also free apps that can be installed within Freshdesk.
What do you dislike about the product?
Integrated Twilio SMS window and font size is too small, making it challenging and prone to error when typing.
What problems is the product solving and how is that benefiting you?
Customer service / communication management -- Freshdesk makes it easy to communicate to customers via multiple channels - email, call, SMS, chat. The flexibility it offers in terms of customization has been helpful specially in Analytics.
SD
What do you like best about the product?
Easy Integration on the website , saves time
What do you dislike about the product?
Api rate limit is less , should provide unlimited to premium customer
What problems is the product solving and how is that benefiting you?
Prviding plateform for support
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