Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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External reviews are not included in the AWS star rating for the product.
The Easy way of working on mails
What do you like best about the product?
First of all, the feature of Freshdesk of viewing the data in card or details form is extremely helpful when you have loads of work mail to tackle. In addition, the filters are very customizable as per your requirements. In conclusion, I would like to say that Freshdesk has definitely made customer support easier.
What do you dislike about the product?
I wanted to highlight that the shortcut (/c) used to copy the email clippings to the new email becomes difficult if in case there are 2 or more clippings with similar subject lines - It would be better if we have a popup at the right side to explore the clippings before using them.
What problems is the product solving and how is that benefiting you?
Freshdesk sorts the emails in numbers which makes it easier to analyze the amount of work pending.
Improved Internal Communication!
What do you like best about the product?
I like the dashboard and the ability to be able to see all the tickets. Also when we encounter an issue their customer support team is very helpful.
What do you dislike about the product?
I wish there were a few more integration abilities into our currect software.
What problems is the product solving and how is that benefiting you?
Internal communications between our different stores.
Freshdesk making PreSales simpler
What do you like best about the product?
Ability to have multiple fields so I can log activities by multiple criteria including country, partner, employee, subject and more
What do you dislike about the product?
Different users in different "Groups" assigning to other email groups means that sometimes the tickets don't get to the right people as they always stay with the same group if they're using Freshdesk with that email address but the user doesn't know this.
What problems is the product solving and how is that benefiting you?
Stops multiple people looking at the same issues
Freshdesk is the best
What do you like best about the product?
Easy to setup to setup.
Has easy to use reporting that provides great stats.
User manageable workflows to create processes for specific clients.
Can use multiple emails for support to feed in.
Has easy to use reporting that provides great stats.
User manageable workflows to create processes for specific clients.
Can use multiple emails for support to feed in.
What do you dislike about the product?
Ability to freely wire it to Azure Dev Ops.
What problems is the product solving and how is that benefiting you?
Creates a central spot for the support staff to gather requests and issues. Keeps an easy to view list with days overdue etc.
Easy support tracking and documentation repository
What do you like best about the product?
Freshdesk is very intuitive. Management of features is extensive and flexible. Ticket tracking has unlimited labels and tags and the automation based on subjects makes for quick routing to the correct agent. Auto responses can be used to inform your clients of the timetable of answers and what to do if an emergency situation needs immediate attention. Finding help articles is easy because of the multiple ways to tag articles. Embedded links in the articles make for a robust system of documentation for any use cases that are relevant to your audience.
What do you dislike about the product?
It is easy to bury yourself in emails. Understanding how and when agents are notified takes time to adjust and optimize communication rather than flooding inboxes with unnecessary notifications.
What problems is the product solving and how is that benefiting you?
Documentation of our software and how-to steps for all our users is a huge undertaking and Freshdesk is working well for this purpose. Quick response time to client needs is possible because if the extensive features of FD.
Easy to use
What do you like best about the product?
I like that the interface is easy to use.
What do you dislike about the product?
The improve the reports section could be more flexible and easy to setup.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage tickets from our customer.
A useful tool that supports the everyday needs of customer support and customer success teams
What do you like best about the product?
We shifted to Freshdesk, previously using HubSpot. We are really happy with this change, and we can say that Freshdesk is software for more advanced customers with custom needs and roles, categories, groups, etc. Using this on a daily basis generates just fewer problems, and our overall experience is quite good.
What do you dislike about the product?
Sometimes it's hard to get support for custom needs, and solving problems can take a very long time (like changes on the invoice).
What problems is the product solving and how is that benefiting you?
Serving customer support to customers in real-time through various channels, different languages, and a lot of agents.
Great customer service platform
What do you like best about the product?
It can be customised easily to our requirements .
Easy to use for agents .
Great support for any queries .
Easy to use for agents .
Great support for any queries .
What do you dislike about the product?
Apps are quite tricky to use .
More training on implementation of different products would be beneficial
More training on implementation of different products would be beneficial
What problems is the product solving and how is that benefiting you?
Overview of different client queries that are coming in to agents
Can easily create reports with the data that is generated
Can easily create reports with the data that is generated
Best tool to manage customer support tickets
What do you like best about the product?
Freshdesk is one of the best tools to manage customer interactions. Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an everyday usage tool. From the brand point of view, it is very easy to implement, and do have a knowledge base to learn more about the product. It can easily implemented with other social tools to track online conversations. They also have a C-SAT survey for customers. Customer support is very active in resolving customer issues.
What do you dislike about the product?
Lack of synchronization. It has a syncing problem in reports and data.
What problems is the product solving and how is that benefiting you?
Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an easy tool to track customer conversations on all social platforms. We can easily track the Rate of Return of each customer in FD. They have C-SAT surveys too which help us to rate a brand in customer support. It helps me track agent performance on a day-to-day basis. It has ticketing fields that help to bifurcate concerns.
Simple and powerful
What do you like best about the product?
Freshdesk has a simple and clean interface, making it incredibly easy to learn and master. It's hard to let go.
What do you dislike about the product?
Freshdesk lacks some complexity and power-user features. The macro system is acceptable but not perfect. Merging tickets is limited to certain actions. Finally,
What problems is the product solving and how is that benefiting you?
Freshdesk manages our public-facing contact emails. We get emails concerning site problems, complaints, feedback, and service requests.
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