Freshdesk
Freshworks Inc.External reviews
3,570 reviews
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FreshDesk with IT Help Desk
What do you like best about the product?
We use this across various sister companies, ability to see how other tech are fixing issues is helpful, ability to auto-assign techs based on who sent the ticket in is very helpful.
What do you dislike about the product?
My only main complaint is with the phone app - that the unread alert count just growing, wish it was just unread for my own tickets, don't really care about others tickets.
What problems is the product solving and how is that benefiting you?
Ability to bring IT depts together from various locations and reassign tickets to other locations if needed.
Recommendations to others considering the product:
Plan out groups, users, categories, etc before final implementation. Overall it was a very easy change over!
Everything went perfectly!
What do you like best about the product?
Our issue was solved quickly and smoothly.
Many thanks to the team of Freshdesk!
Excellent communication and execution!
Many thanks to the team of Freshdesk!
Excellent communication and execution!
What do you dislike about the product?
Some times i have to explain lots of things but i always i got resolve my problems.
What problems is the product solving and how is that benefiting you?
I am using the freshdesk for business of flights claim. So, that customer can get his compensation without any trouble.
I have realized on freshdesk that it is very easy contains the all data into one place (On Ticket). So that Agents can easily check all the details.
And many more functionality i got with very user friendly like: Emails on certain condition, Tracking the tickets on specific conditions etc..
I have realized on freshdesk that it is very easy contains the all data into one place (On Ticket). So that Agents can easily check all the details.
And many more functionality i got with very user friendly like: Emails on certain condition, Tracking the tickets on specific conditions etc..
Quick and patient help chat
What do you like best about the product?
I had a problem with the developer API. The representative pointed me to the right api documentation and it's implementation in a short time and waited for me to try it out and get back before closing the chat.
What do you dislike about the product?
Some parts of their documentation are inadequate and could be improved.
What problems is the product solving and how is that benefiting you?
Customer complaints. Very handy and easy to integrate.
Making service excellence easy
What do you like best about the product?
The support has been incredible. Whilst we were still in the presales phase of the buying process, Freshdesk took feedback of their system - and implemented a new feature specifically for us (as it was a blocker for us using the product). You really can't get much more responsive than that!
What do you dislike about the product?
No current dislikes, the product does everything I need - it even integrates with our other apps e.g. Slack and Trello.
What problems is the product solving and how is that benefiting you?
We run a support arm of our business, and Freshdesk makes managing quality of service easy. Our customers expect us to be exceptional on every interaction, and with Freshdesk I can ensure that happens.
customer service
What do you like best about the product?
Quick response and professionalism. Complete system of every functionality, a very nice thing is the possibility of integrating external applications.
What do you dislike about the product?
I have not found anything I do not like yet
What problems is the product solving and how is that benefiting you?
Customer support and speed up responses
Help to start our Freshdesk support portal
What do you like best about the product?
The reactivity and efficiency was really apreciated !
What do you dislike about the product?
Nothing for the moment, maybe improving the knowledge base categories and folders managment to allow more subsections.
What problems is the product solving and how is that benefiting you?
It's was referring to email forwarding from our service address to freshdesk for ticket creation.
Very easy to use and train out
What do you like best about the product?
I like the fact that we can now filter all of the customer's contact with us into one ticket. This makes our job a lot easier.
What do you dislike about the product?
I feel like the merging feature needs some work. Merging tickets can make the thread look complicated and doesn't always merge the tickets in the correct order.
What problems is the product solving and how is that benefiting you?
We are now able to see exactly why customer's are contacting us thanks to the type feature.
Convenient customer care system
What do you like best about the product?
Freshdesk is a good solution for customer care in SMEs. It is easy to onboard new users on it and can do more (with intelligent routines) if needed.
The system automation and the management of related tickets are good features.
The system automation and the management of related tickets are good features.
What do you dislike about the product?
Some routines have limited options, which make it hard to fully customize them.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to offer fast and reliable customer service on all our channels - and no customer would ever get overlooked.
Great potential
What do you like best about the product?
The new admin UI is clean and efficient. I like how the sections are organized. It's intuitive.
What do you dislike about the product?
The difficulty to customize the templates of the front office. The difficulty to use as a Saas tool for serverless websites.
What problems is the product solving and how is that benefiting you?
We want to help our app users with a knowledge base and make it easier for our agents to update the content and rearrange it.
Recommendations to others considering the product:
Think of your customization needs. The templating possibilities are sometimes limited and it's difficult to test your updated design locally, no sandbox provided by Freshdesk.
Customer Service at Freshdesk
What do you like best about the product?
Good response times, friendly consultants, useful information provided.
What do you dislike about the product?
The program itself can be slightly ambiguous, hence the requirement for assistance. These are obstacles that can be overcome.
What problems is the product solving and how is that benefiting you?
Ticket definition and prioritization.
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