Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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External reviews are not included in the AWS star rating for the product.
Great Support Staff
What do you like best about the product?
Staff is knowledgeable and helpful. They work hard to help resolve our problems.
What do you dislike about the product?
Sometimes support calls / chats are not answered.
What problems is the product solving and how is that benefiting you?
Help desk ticketing system
Recommendations to others considering the product:
Not sure
Great product, even better Customer Service
What do you like best about the product?
Let's us work as a team and we use it to archive customer service issues. With simple tools, we can classify most of the issues that come into the customer service email account and dispatch the right individual or stock answer.
There are more aspects we can and will implement to make customer service a seamless experience for both our customers and staff.
Their (Freshdesk's) customer service is great. Either on phone, e-mail or chat - 24/7 and they will solve the problem.
There are more aspects we can and will implement to make customer service a seamless experience for both our customers and staff.
Their (Freshdesk's) customer service is great. Either on phone, e-mail or chat - 24/7 and they will solve the problem.
What do you dislike about the product?
Sometimes a little difficult to setup the exact way you want, but see what we like best!
What problems is the product solving and how is that benefiting you?
We wanted a way that we could centalize the customer service function; which is key to our success; in a way that all stakeholders could have optics.
It has succeeded.
It has succeeded.
Recommendations to others considering the product:
Take your time and test out all the features.
Excellent product
What do you like best about the product?
The interface is simple and intuitive. Customer service is exceptional.
What do you dislike about the product?
Some small bugs here and there that are fast resolved after reporting.
What problems is the product solving and how is that benefiting you?
The complexity of customer service. It makes it easy for our team to communicate all issues.
Freshdesk for Customer Support
What do you like best about the product?
Freshdesk is helpful for organizing customer tickets and keeping track of everything that needs to be done.
What do you dislike about the product?
It would be nice if Freshdesk had a to-do feature to go with the tickets for later follow-up!
What problems is the product solving and how is that benefiting you?
Organizing hundreds of tickets is really great and definitely solves our overflowing inbox problems.
Great ticketing platform
What do you like best about the product?
simplicity, personalization, app
it is a complete platform but it is easy to use and integrate
the app is great but also web interface is very efficient
it is a complete platform but it is easy to use and integrate
the app is great but also web interface is very efficient
What do you dislike about the product?
price...a little bit too much for small businesses...anyway free version is great
a little bit rigid roles organization and notifications
customers contacts database should integrate with other addressbook services
a little bit rigid roles organization and notifications
customers contacts database should integrate with other addressbook services
What problems is the product solving and how is that benefiting you?
Customer care...basic support requests
Recommendations to others considering the product:
Maybe one of the best tt platform outthere
I love this program! It helps me stay on track
What do you like best about the product?
I'm really bad at getting back to tasks that have been put on hold. Before, trying to manage my client support requests was a nightmare. I'd get involved in something else and forget to come back until the client was irate. Now, I can see every open issue and what needs to be handled. I also like that I have an app on my phone for emergency support. Also, the customer support when we find bugs is amazing. Literally hours to turn around.
What do you dislike about the product?
Nothing really so far. It's been really useful. I guess my only issue is that so many of our tickets end up with the title New Entry: Open a Support Ticket when our users create the tickets. But that might be user error. I haven't investigated.
What problems is the product solving and how is that benefiting you?
Our clients are happier. They know what's going on and can check our work in progress. And fewer things fall through the cracks when they get overridden in importance with an emergency.
Recommendations to others considering the product:
I can't say enough about how wonderful this product it, and how it has helped me provide better service to our clients and keep on track.
Fantastic way to track customer interactions and tasks
What do you like best about the product?
Other coworkers in my team can access emails from customer so customer gets much faster response. You do not need to rely on the customer hitting "reply all". I love the corresponding phone app that works seamlessly.
What do you dislike about the product?
I honestly have not found any issues yet.
What problems is the product solving and how is that benefiting you?
Better customer interaction within my sales team. We have have open access to customer tickets and can see previous interactions.
Easy!
What do you like best about the product?
I like how easy it is to set up and integrate data as needed. We have a small department within our company and needed something easy to use and deployable yesterday. We found it!
What do you dislike about the product?
We ran into issues uploading our contacts but once we contacted support we were all set!
What problems is the product solving and how is that benefiting you?
It helps with our GIS support services both internally and with customers.
Good support, easy to set up
What do you like best about the product?
User interface is good, support helped out well!
What do you dislike about the product?
Had some forwarding issues, but solved them
What problems is the product solving and how is that benefiting you?
Ticketing.
Great email management software
What do you like best about the product?
The support you receive from Freshworks. Responses are almost immediate and they are always willing to go the extra mile to make sure you understand and are ok.
What do you dislike about the product?
The launch of Mint was made with bugs that are taking a long time to fix.
What problems is the product solving and how is that benefiting you?
Improve customer satisfaction and relations
Improve collaboration between departments
Improve collaboration between departments
Recommendations to others considering the product:
The support is great and they help with the implementation of the software. The reporting functions are useful and it appears that it can be used across numerous industries.
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