Freshdesk
Freshworks Inc.External reviews
3,426 reviews
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Intuitive and Efficient Ticket Management with Freshdesk
What do you like best about the product?
I appreciate Freshdesk's simple and approachable UI, which made the setup smooth and navigation easy. I find its ticket management capabilities beneficial for efficiently handling support requests and managing escalations, significantly saving time. I also commend the recent addition of the AI chatbot, Freddie AI, which summarizes tickets and assists in creating responses.
What do you dislike about the product?
I find the AI tool in Freshdesk, while commendable, to be lacking in precision. The summarization of tickets is not yet up to the mark, indicating room for improvement. However, I acknowledge that the Freshdesk team appears to be working on this issue, which is encouraging.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage escalations and support requests efficiently, allowing me to prioritize tasks and reduce navigation time. The AI chatbot, Freddie AI, summarizes tickets and creates responses, enhancing my workflow while managing support requests.
No-frills CS suite
What do you like best about the product?
Ease of use and setup is what I like the most about Freshworks products- Freshdesk, Freshcaller, etc. You can setup and get started in a giffy. The system is easy to use and basic operations can be picked up easily by the users.
What do you dislike about the product?
The number of integrations available are limited and integration support is minimal. Many a times, non-availability of a single point of contact- especially during initial setup can derail things a bit.
What problems is the product solving and how is that benefiting you?
Freshworks (typically the Freshdesk service) helps managing customer tickets a breeze instead of relying on standard email communications back and forth.
Freshdesk has an intuitive UI and lots of features
What do you like best about the product?
It has an intuitive user interface and is fairly quick to set up and start using.
What do you dislike about the product?
It doesn't have an internal ITSM system - that's an additional product that needs to be purchased and makes the overall cost quite high compared to competitors.
What problems is the product solving and how is that benefiting you?
Managing all of the various questions and support requests was something that needed specialist tools to be able to handle it. Freshdesk holds up well even with increasing volumes of requests from customers.
User friendly and has the required features for a contact center CRM
What do you like best about the product?
Good experience when compared to other tools.
What do you dislike about the product?
Limited dispositions for after call work
What problems is the product solving and how is that benefiting you?
Drafting emails
MIS and analytics
MIS and analytics
Tracking requests made easy
What do you like best about the product?
We were looking for a solution to track reasons for inquiries to our customer service groups around the world. Freshdesk has made that easy and cost effective. Since adopting Fresdesk we have integrated with other systems to make Freshdesk the primary place our team spends their time, every day.
What do you dislike about the product?
We have had a few issues with getting new features up and running, at times, but support has been good to help us work through the difficulties we have experienced.
What problems is the product solving and how is that benefiting you?
Using to track reasons for inquiries from customers.
It was great experience
What do you like best about the product?
It is beneficial and Good also helpful .
What do you dislike about the product?
Nothing about helpdesk we like to work on this
What problems is the product solving and how is that benefiting you?
Artificial intelligence (AI) and chatbot capabilities.
Efficient and user friendly (good choice for time management)
What do you like best about the product?
it is liked enhanced customer support which is advanced with lot of features.
What do you dislike about the product?
i think chat support can be improved, searching or viewing of old tickets can be made much for efficent and convenient
What problems is the product solving and how is that benefiting you?
It solves real time management and makes tasks much easier.
Explore the Benefits of Freshworks Customer Service Suite
What do you like best about the product?
Freshworks Customer Service Suite is one of the heavy hitters in the packed customer service software market. There are plenty of good reasons you might choose Freshdesk: it offers a simple user interface, versatile feature set and is backed by excellent customer service. There is still room for improvement, advanced analytics and customization are two areas that require more work but the entire package has been working very well. Whether you are looking for an all-purpose or dependable customer service, Freshworks is a something to ponder about.
What do you dislike about the product?
Freshworks Customer Service Suite offers many benefits but there are still a couple of areas where the platform might not work out for some customers : In general, Freshworks Customer Service Suite is a comprehensive solution that should work well for most businesses — but these areas might be even more crucial to you individually in your particular use case.
What problems is the product solving and how is that benefiting you?
Freshworks Support Suite resolves a number of issues in customer service management and offers several advantages to users. Freshworks Customer Service Suite solves the issues mentioned in this article which, when managed effectively can be beneficial and aids customer service management for any business / organisation leading to increased efficiency among support teams, higher levels of satisfaction from customers and a better performance overall.
Great experience on usage
What do you like best about the product?
It's very transparent and user friendly. Easy to access and find the insights.
What do you dislike about the product?
Unable to fetch who's the available agent and who turned ON their availability.
What problems is the product solving and how is that benefiting you?
It plays a major role to get interacted with our customers and to fetch the history of the interactions and communications.
Overall Freshworks experience is good
What do you like best about the product?
Its user friendly, configurable which makes our life easy instead of depending on codes, ease of implementation
What do you dislike about the product?
Dependancy on the third party SI partners who does not have skills completely to take over our custom apps
What problems is the product solving and how is that benefiting you?
We are getting the database which can be analysed for various business used cases and that benifits the corganisation
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