Freshdesk
Freshworks Inc.External reviews
3,410 reviews
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If you need better support, try Freshdesk
What do you like best about the product?
From the very beginning, I liked the simple and quick installation. There is also the possibility of multi-channel support (e-mail, phone, chat, social networks, messengers etc). There is support for several languages and time zones (for us this was critical, since we have several support departments). Also from mobile devices, you can get a quick overview of the whole situation, with access to all tickets with filtering and notifications. It helps me to be always up to date on all matters.
What do you dislike about the product?
There are minor comments on the usability of the interface, but they are minimal, so I will not even mention them. The service is excellent.
What problems is the product solving and how is that benefiting you?
We are very pleased that we started to use Freshdesk. The whole process became fully automated, which saves time for our agents. As a manager, I really like the powerful reporting and complete statistics of our help desk.
Recommendations to others considering the product:
Freshdesk is offered at an affordable price and free of charge for three agents. Therefore, you can easily try this service. Personally, I recommend it.
Brilliant Customer Service
What do you like best about the product?
Response time of customer service when dealing with a query
What do you dislike about the product?
Nothing - its perfect for our company and its needs
What problems is the product solving and how is that benefiting you?
We have been able to monitor the telephone service we supply for our customers and understand areas in need of refining and training for the staff.
Recommendations to others considering the product:
It's brilliant for a small company in need of a helpdesk ticket software.
Not only tickets system
What do you like best about the product?
The possibility to have a multi-guests and teams management in addition to be capable of recording international incoming calls for sales or support queries.
Freshdesk has been an asset for managing tickets with teams not being in the same office nor on the same time zone. You can efficiently track all the different activities and pass on the information from a user to another one or to a group of users. The emails managed then decrease and so the time spend to deal with X emails on a monday morning. Sharing information and data becomes all of sudden easier and seamless.
Freshdesk has been an asset for managing tickets with teams not being in the same office nor on the same time zone. You can efficiently track all the different activities and pass on the information from a user to another one or to a group of users. The emails managed then decrease and so the time spend to deal with X emails on a monday morning. Sharing information and data becomes all of sudden easier and seamless.
What do you dislike about the product?
The automation in the emails treatments could sometimes be tricky to manage. A customer sending a ticket could have an automation of "proposed solutions" matching some keywords in the ticket, this awaiting for an agent to pick it up.
We've recently had issues with Freshdesk and after a month it is impossible to have an answer. We are astonished by the poor quality of support provided. Since they provide a support and tickets management system how ironic is that...
We've recently had issues with Freshdesk and after a month it is impossible to have an answer. We are astonished by the poor quality of support provided. Since they provide a support and tickets management system how ironic is that...
What problems is the product solving and how is that benefiting you?
Instant management of the customers issues with the Chat facility in addition to a good track and reporting in order to maximize the staff efficiency.
An improvement could also be the achievements for the team in order to get a higher recognition of the tasks done and build this in the bonus scheme of the team.
The reports section could underline better the origins of the requesters and tickets in order to have a better understanding of the different locations that could require a better attention.
An improvement could also be the achievements for the team in order to get a higher recognition of the tasks done and build this in the bonus scheme of the team.
The reports section could underline better the origins of the requesters and tickets in order to have a better understanding of the different locations that could require a better attention.
Recommendations to others considering the product:
Freshdesk is looking after having a good and strong evolution and so their system always tend to listen to customers needs and so improve itself
Smooth application with excellent customer interaction/collaboration features
What do you like best about the product?
Customer collaboration is easy to manage and ensures smooth resolutions when things go wrong
What do you dislike about the product?
limitations on reporting, functionality within the ticket auto assign
What problems is the product solving and how is that benefiting you?
Customer service management, issue resolution
Recommendations to others considering the product:
Manual workarounds required to achieve full functionality, however support on hand to assist where possible
Consolidating streams to get a handle on service desk
What do you like best about the product?
The best thing about Freshdesk is that all my clients' issues are centralised and I can look at both the big picture for my companies support resource requirements, and individual client portfolios/ticket type breakdowns. I can pick and choose work streams, daily focuses, ensure i'm on top of priority tickets and SLAs, and capture common issues which helps to steer priorities for our development team.
What do you dislike about the product?
Sadly, while the agent view is top notch, and has loads of detail, the client side view (customer portal) is sometimes too simplistic. They don't always see what we see in terms of ticket status and in particular there is no date-time stamp on responses in conversation threads which can pose a big issue when SLA discussions arise on long standing tickets (client can see we responded but cannot see when this was) .
What problems is the product solving and how is that benefiting you?
Multi-client software and operational business support in the energy industry.
High level overview allows us to truly see the bigger picture and provide the correct resource and priority to the right areas at the right time, whether that be real time system failures, or large scale bugs.
High level overview allows us to truly see the bigger picture and provide the correct resource and priority to the right areas at the right time, whether that be real time system failures, or large scale bugs.
Recommendations to others considering the product:
Market leading ticketing system with some helpful reporting built in and customisable ticket fields and dispatcher/observer rules for triage
Simple and easy with alot of growing potential
What do you like best about the product?
Easy of everyday use and the customer/users have no issues either.
What do you dislike about the product?
Adding additional features can be a little confusing.
What problems is the product solving and how is that benefiting you?
More precise logging and tracking
Fast support thanks to them and from them
What do you like best about the product?
Whenever I had a problem with Freshdesk, there's someone ready to handle the issue, whether it's a bug or a feature. This is the perfect approach for a company which sells a customer support product.
What do you dislike about the product?
The new mint interface is good, but still feels like a beta. JS script are not combined so are slow, and so many here and there from the old interface are missing. Also, desktop notification are not very reliable at this time.
What problems is the product solving and how is that benefiting you?
Customer support done right. Fast reply and good level of customizations.
Freshdesk is really a fresh look at the support service
What do you like best about the product?
I like the ability to unify many communication channels. Freshdesk will collect all the messages in one place and you no longer miss one of them. I also like the level of automation of this service, the processing of tickets is simple and for me, it is the best among competitors. Our agents began to execute more orders and solve problems much more quickly. The configuration and integration of Freshdesk went pretty quickly. I liked the work of the support service of Freshdesk, they quickly answered all the questions and helped us to integrate the service as quickly as possible. I almost forgot to mention the mobile app, it is designed to be as convenient as possible even on small screens. In addition, we can set not only the standard statuses of the order execution but also create our own, it's really very convenient.
What do you dislike about the product?
Freshdesk provides ease of use, and there is nothing that I would not like about this service.
What problems is the product solving and how is that benefiting you?
Freshdesk is really a fresh look at the support team. This service brought many new things to our department; we organized our work in a new way. Freshdesk automated almost all the processes that we used to do manually. Earlier we had cases when several agents started to deal with one appeal, now there are no such problems.
Recommendations to others considering the product:
If you want your customers to feel satisfied after contacting customer support, try Freshdesk. This is really a quality service. Moreover, for those who already use other similar services, I can only advise you to improve your work and go to Freshdesk.
Freshdesk is exactly what you are looking for
What do you like best about the product?
This software has many useful functions such as:
- live chat - that allows you to help potential customers in real time;
- teamwork on the creation and control of tickets;
- ability to create templates for the most popular questions (this feature especially I like, as it helps save a lot of time);
- possibility to create and track at what stage the ticket is located;
- you can record and track the call by converting them into tickets;
- social media let you integrate your team's pages into Facebook and Twitter and manage them from the help desk;
- you can create reports and monitor your performance.
This is only a small part of what you can do with Freshdesk
- live chat - that allows you to help potential customers in real time;
- teamwork on the creation and control of tickets;
- ability to create templates for the most popular questions (this feature especially I like, as it helps save a lot of time);
- possibility to create and track at what stage the ticket is located;
- you can record and track the call by converting them into tickets;
- social media let you integrate your team's pages into Facebook and Twitter and manage them from the help desk;
- you can create reports and monitor your performance.
This is only a small part of what you can do with Freshdesk
What do you dislike about the product?
The only difficulty that our team faced was the configuration of this software, but it was worth because now our work has become more automated and controlled.
What problems is the product solving and how is that benefiting you?
First, we were able to establish our communication with prospective clients, because we can faster answer all questions and processed tickets. Secondly, we stopped doing routine work, because now the whole process is maximally automat and began to devote more time to other more important things. Moreover, our work runs faster with Freshdesk
Recommendations to others considering the product:
If you are looking for an assistant that will make your work faster and more efficient then Freshdesk is exactly what you are looking for. Perhaps you will encounter the same difficulties as our team in terms of settings, but then I assure you that you will like working with Freshdesk.
Satisfying
What do you like best about the product?
With the help of this I have been able to satisfy my customer because I get status update and responses anywhere at anytime. and If I am not able to pick up the call I pass it to other colleagues also
What do you dislike about the product?
It is difficult sometimes to use many account as swapping is really a thing in need
What problems is the product solving and how is that benefiting you?
Help in keeping customer happy as I can easily get the customer data as in their address and all.Because of the ticketing system I generally don't miss any notification.As It convert them in to tickets so it is easy to recall if the customer is facing same problem
Recommendations to others considering the product:
It should make more convenient in using multiple account and video call should be a option given
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