Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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Clear, modern and user friendly
What do you like best about the product?
My experience so far is good. The solution is easy and very interactive. One of the great things is the capacity to integrate other software solutions. True!!
What do you dislike about the product?
In our case, the language is a challenge
What problems is the product solving and how is that benefiting you?
Mainly 1,2,3 line IT support.
Always very professional and courteous.
What do you like best about the product?
How fast the representative replies to a request and how they are working to resolve the issue as soon as possible.
What do you dislike about the product?
That there wasn't some type of alert or forum where I could have just looked to check the status.
What problems is the product solving and how is that benefiting you?
Our response times to customers and by using the matrix we can track how proficient we are and also point out the errors that we can improve in.
Recommendations to others considering the product:
Great product, try it for yourself and see if it meets your expectations.
Everything I need to start off
What do you like best about the product?
Simple and intuitive, everything is where I expect it to be.
What do you dislike about the product?
Not being able to install apps on the free plan.
What problems is the product solving and how is that benefiting you?
Managing support tickets.
Recommendations to others considering the product:
Good software to begin with. Can't comment too much as this is the first support desk software I've used.
Efficient and polite
What do you like best about the product?
The new layout of the home screen. You can see a lot of good information immediately.
What do you dislike about the product?
Nested options can be a slight annoyance (though I may just be being resistant to change!)
What problems is the product solving and how is that benefiting you?
Allows direct and immediate responses for customers.
Still has some shortcomings
What do you like best about the product?
I like how tickets are kept separated easily
What do you dislike about the product?
Formatting of emails and solutions is poor, it is not easy to organise ticket views the way I would like, and from forums it appears that requests for changes in how Freshdesk works have been ignored for 4 years. It is hard to keep track of tickets where some has added a note for you.
What problems is the product solving and how is that benefiting you?
Keeps email inboxes clear, organises tickets
Smooth as butter, nothing goes bitter!
What do you like best about the product?
The complete network and the way it is presented is absolutely incredible and for sure! Production is the output display for Freshdesk. Personally, i felt dealing with the emails was a piece of cake here. It kinda matched my vibes so perfectly.
What do you dislike about the product?
It always feels like a dream while I do my work in Freshdesk and the ease of using this application gets me carried away so much, it's just wow! On the whole nothing much to dislike because it's one of a kind and any negative if exists, is overlooked by me.
What problems is the product solving and how is that benefiting you?
It's just a whole bundle of every tiny tenny to huge bits needed for the proper functioning of an organization.
Recommendations to others considering the product:
Is there even an alternative for a recommendation?! As far as my experience counts, Freshdesk has helped me save a lot of time and when I enter inside, I know it's done already.
First Hand Experience
What do you like best about the product?
Customer response service time is awesome and we are loving it. No compatibility issue faced.
What do you dislike about the product?
Sometimes the issues such as lag, bugs are taking a toll in our life, but not frequesntly.
What problems is the product solving and how is that benefiting you?
Everyday I'm using it for calls, emails and SMS. Follow-ups are easy and I am offering better service with Freshdesk
Recommendations to others considering the product:
Helped us in staying connected with customers in real time and help them solve their problems. After the application of Freshdesk at our firm our technical support is much organized and accelerated. Freshdesk has significantly incresed our sales and my personal growth in the company.
Awesome
What do you like best about the product?
We like your UI and ability to handle emails in one place.
What do you dislike about the product?
Many glitches in Mint version. Sometimes these are not resolved at all. So we switched to an older version.
What problems is the product solving and how is that benefiting you?
We're able to reply on time.
Recommendations to others considering the product:
Yes, definitely.
Very easy to setup with some advanced automation programming to help customers.
What do you like best about the product?
Easy creation of article solutions, and easy to use ticket responses between us and customers using regular emails.
What do you dislike about the product?
In Mint version, typing / leads to a shortcut.
When spam messages starts coming in, they come in bulk and becomes very distracting. Finding methods to counter this issue is difficult but there are some solutions using automation to mark tickets as spam if you are lucky enough for find some key email domains and words to keep it from happening.
When spam messages starts coming in, they come in bulk and becomes very distracting. Finding methods to counter this issue is difficult but there are some solutions using automation to mark tickets as spam if you are lucky enough for find some key email domains and words to keep it from happening.
What problems is the product solving and how is that benefiting you?
To create self search solutions for customers to search for before contacting support allow customers to self diagnose and find troubleshooting steps easily via google.
Recommendations to others considering the product:
Freshdesk is extremely easy to use and startup, there are some basic automations that you can use to fulfill automation, while the star of the whole system is the article building to deploy searchable solutions.
Senior Manager over the Customer Care team providing customer support.
What do you like best about the product?
Super simple to setup and use. The configuration is straight forward and things seem to work as expected.
What do you dislike about the product?
Configuration is limited but is perfect for simplistic implementations. Reports are not as customizable as I would like.
What problems is the product solving and how is that benefiting you?
Easy to setup and run a Customer Support function. Configuration is easy and the functionality delivers what we need.
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