Freshdesk
Freshworks Inc.External reviews
3,556 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent
What do you like best about the product?
We like your product it is easy to use, Auto reply function is there, Thanks
What do you dislike about the product?
Design, Change some new view, Thanks you so much for amazing software you have created.
What problems is the product solving and how is that benefiting you?
Currently only 30% queries are resolved, But it will help so much
Recommendations to others considering the product:
Add Some additional feature
Great service
What do you like best about the product?
The fact taht they have a live chat on their support forum with people that are helpful and not condecending is amazing!!
What do you dislike about the product?
The fact that I can only give 1 "awesome" rating haha
What problems is the product solving and how is that benefiting you?
Its a quick and easy method of staying in contact with our customers.
Very straight forward
What do you like best about the product?
The new Ui is very good and ticket are easy to manageCustomer Portal is very nice and easy to use.
What do you dislike about the product?
Could have more costomization on Dashboard page
What problems is the product solving and how is that benefiting you?
Reconcile tickets and support center calls
template
What do you like best about the product?
SLA settings, the ability to have traceability of the tickets, set up groups ,measure customer satisfaction, really like to speed of assistance from the team
What do you dislike about the product?
can't comment on dislikes as only just started with the system,
What problems is the product solving and how is that benefiting you?
understand the teams full activities which provides full visibility for measurement of internal workload and ultimately improving customer satisfaction with responsiveness
FreshDesk
What do you like best about the product?
Features been added, updates up today ............................................
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What do you dislike about the product?
takes more than 24 hrs to reply with a resolution or help
What problems is the product solving and how is that benefiting you?
Tracking tickets more easily
Freshdesk where there is flexibility, smoothness and support
What do you like best about the product?
Friendly and cooperated team work also the whole system giving you what you expect to serve your customers.
What do you dislike about the product?
Sometimes we had a delay in response but in the end we got the full response that address our concerns.
What problems is the product solving and how is that benefiting you?
We have a fully support ticket system that gives us the ability to serve our customers in a smoothly and easy way on the other side it gives the agents the whole options they may need to give the customers the perfect support.
Recommendations to others considering the product:
If you are planning to run a high level business and you would like to serve your customers in a way that provides them with a good support that reflects your business principles and standards I'd recommend you to use Freshdesk.
Aftyer one year
What do you like best about the product?
Ease of use for ticket threads and adaptation to our needs.
What do you dislike about the product?
Weak reporting system, although I must admit I am only on the basic version.
What problems is the product solving and how is that benefiting you?
Client Support
Great experience so far
What do you like best about the product?
There's so many different types of support we can offer our customers all at the same place.
What do you dislike about the product?
I've noticed some glitches like when I'm trying to delete something the modal disappears all of a sudden and I have to start over again, or the page refreshes when I'm trying to do something.
What problems is the product solving and how is that benefiting you?
Handing out paper copies of "how to" articles which customers continued to use even after our product had changed.
Recommendations to others considering the product:
be prepared for some technical glitches because I think they are still figuring things out
Good but not great
What do you like best about the product?
The options to automatically send customized email
What do you dislike about the product?
The research tool. The fact that phone numbers can't be entered in another format (the research won't find it)
What problems is the product solving and how is that benefiting you?
Customer appreciation and agents follow ups.
Motivated and aligned partner
What do you like best about the product?
Freshworks has a similar business culture as ours since they are a growing company that has motivated employees and a young mentality not afraid of being flexible and going the extra mile for customers.
What do you dislike about the product?
Sometimes I'm not completely convinced if everything that has been promised will be delivered. Although we have had a good experience so far, sometimes it took some reminders and waiting time.
What problems is the product solving and how is that benefiting you?
Escalating contact volume, organizing internal workflow better (avoiding cherry picking for example), connecting the CRM system to our backend. The biggest benefits are knowing that these things are possible and are on their way to becoming a reality.
Recommendations to others considering the product:
Check well if all features you need are there and clarify everything in advance.
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