Freshdesk
Freshworks Inc.External reviews
3,514 reviews
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Turning Requests Into Tickets
What do you like best about the product?
I like how I can use freshdesk to convert request into tickets. The software also has user-friendly interface and this makes thing easy when using the platform.
What do you dislike about the product?
I haven't had down falls with platform since I started using it.
What problems is the product solving and how is that benefiting you?
It has made solving issue's very easy and a simple process and this helped us engage with our customers at ease. This has also made customers to be able to solve questions by them selves.
Simple to use, couldn't work without it!
What do you like best about the product?
So easy to use, and so efficient, categorizing requests and creating lists is so quick, and collaborating with team members is instant.
What do you dislike about the product?
I would like creating new forms to be easier.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal helpdesk for staff to raise a variety of requests for production of sales, and support of internal software users - accounts, websites, CRM etc.
The ability to have all requests from across the business centralized into one system where we have dedicated team members dealing with these, and making it so easy for work to be picked up or passed along is so beneficial, the support team is far more efficient than the old days when individuals received direct requests & information got lost or forgotten. I honestly don't know how we managed to keep on top of support before Freshdesk!
The ability to have all requests from across the business centralized into one system where we have dedicated team members dealing with these, and making it so easy for work to be picked up or passed along is so beneficial, the support team is far more efficient than the old days when individuals received direct requests & information got lost or forgotten. I honestly don't know how we managed to keep on top of support before Freshdesk!
It has transformed the customer service that we provide for our services
What do you like best about the product?
We are currently on the entry tier so the price is very budget-friendly for us as a nonprofit company, and FreshDesk gave us a nonprofit discount. The GUI is very intuitive for us as help desk agents and submitting tickets is very easy. We have many instances of FreshDesk within our organization, so it is nice that all the help desks have a consistent experience. At the higher tiers, you can get access to plugins and FreshDesk allowed me to use the API from a higher tier when I was importing tickets from another system. I couldn't ask for anything better than this.
What do you dislike about the product?
There aren't very many things that I dislike about FreshDesk. If I had to be picky, it would be that they have spam sensors that get tripped up when our users post any kind of URL, and the ticket is basically ignored and messages are thrown in the bit bucket, which is not a great experience for either us or our users. On the other hand, this means that the take security very seriously, so it's difficult to fault them for this. I just with it was handled a little differently.
What problems is the product solving and how is that benefiting you?
We were keeping track of support items, both changes and new things in Trello before, but Trello is not really a help desk. Adding FreshDesk has allowed us to be much more responsive to our customers and not let things fall through the cracks as easily.
Freshdesk Features
What do you like best about the product?
Freshdesk makes it easy to organize requests, allowing freedom to prioritize important requests.
What do you dislike about the product?
The tasks and notifications are not the best, they could improve more.
What problems is the product solving and how is that benefiting you?
This is resolving the organization of pending issues that IT has with the company's employees.
Freshdesk review
What do you like best about the product?
Auto response, canned response, easy implementation, good customer suppport, Ease of integration, high usage
What do you dislike about the product?
limited functionality for bulk ticket updates
What problems is the product solving and how is that benefiting you?
Tracking conversation and self service
Freshdesk the Useful Platform
What do you like best about the product?
Its super user friendly! I used it daily and multiple times a day for commutation with our customers.
Has a nice way to communicate and track with your customers, and communication is saved for years!
Has a nice way to communicate and track with your customers, and communication is saved for years!
What do you dislike about the product?
Sometimes the page gets stuck on a ticket. Have made multiple attempts to fix the issue on our end but upon further communication with a Freshdesk agent it is an issue on their end.
What problems is the product solving and how is that benefiting you?
The reports help us with tracking our team, along with assigning tags to emails to track certain issues. Also being able to look up certain communications based on key search terms.
Best tool for Support team
What do you like best about the product?
It is very easy to navigate. A user can effortlessly use it without any prior training. The design is simple and subtle.I have been using it for more than a year now without any prior experience. I have never found it to be difficult. Great tool for support team.
What do you dislike about the product?
The only challange I faced in Freshdesk is setting up signature from an agent account. I could not find any option to set up my signature for the tickets.
What problems is the product solving and how is that benefiting you?
It made the tickets very organised.
FreshWorks: Everything all in one
What do you like best about the product?
FreshWorks is by far the best customer support software for everything. There are many intergrations and the pricing is the best that I've seen.
What do you dislike about the product?
I have been using FreshWorks for a while and I have not encountered any errors or problems with the product. It is a great option for customer support software
What problems is the product solving and how is that benefiting you?
FreshWorks is solving our customer support and now we have a support desk, email, and people can use chat.
Robusta Tool for DCSP, Live Chat, CCM & Customer Self-service
What do you like best about the product?
Retaining customers is one of the greatest goal of all times. Freshdesk offers customer self-service tools that help resolve issues for 24/7/12/365.
What do you dislike about the product?
I use Freshdesk on a daily-basis and I seldom encounter challenges at all.
What problems is the product solving and how is that benefiting you?
It enables me to offer support to customers from anywhere with just few clicks via live chat.
Its ease of access and simplicity make the experience of our customers a lot better than ever.
What do you like best about the product?
Automation is one of the best features of Freshdesk.
What do you dislike about the product?
Analytics need improvement as it tends to be complicated.
What problems is the product solving and how is that benefiting you?
All customer-related transactions are logged here.
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