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.
More than a decade on a very good platform...
What do you like best about the product?
We use Freshdesk daily as a client <> operator communication system, and as a job monitoring system, plus to handle general enquries. It's been a fundamental part of our business since about ?2009 or so. We were early adopters. We're on a fairly low end plan (grandfathered) but it fulfills all the needs we have for it.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.
What do you dislike about the product?
I would like to see more of the API (custom objects) opened to the lower end plans.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.
What problems is the product solving and how is that benefiting you?
It handles all our clinet communication effectively.
Easy to use platform
What do you like best about the product?
It allows us to manage our workload while also allowing us to track workload across the team
What do you dislike about the product?
Not being able to send bulk BCC emails to contractors
What problems is the product solving and how is that benefiting you?
Allows us to not miss any emails or requests from our clients and contractors
Amazing and simple use
What do you like best about the product?
It is a platform that helps you keep your company's tickets in order.
The part of being able to have pre-recorded answers has simplified my daily tasks, I like it a lot.
The part of being able to have pre-recorded answers has simplified my daily tasks, I like it a lot.
What do you dislike about the product?
In order to access certain functions you must purchase the more specialized levels, although in general the basics are included in the program for free.
Depending on your needs are the packages that you can purchase, even if it means spending a little more money.
Depending on your needs are the packages that you can purchase, even if it means spending a little more money.
What problems is the product solving and how is that benefiting you?
To give order and control to the number of daily tickets received in our customer service mailbox.
Great Platform for Ticket Management
What do you like best about the product?
Very intuitive dashboard with options to filter your ticket view to see specific things. There's some great report functionality to keep track of performance and metrics over time.
Overall, it's a great platform for Customer Support agents who work in a team environment.
Overall, it's a great platform for Customer Support agents who work in a team environment.
What do you dislike about the product?
Copying and pasting text with source formatting will cause a white section to show in the ticket once the reply is sent.
What problems is the product solving and how is that benefiting you?
The ability to set up advanced automation scenarios helps to save time for many things.
I love the filter options in the ticket dashboard with the New and My Open Tickets display view. This helps to drill down to view specific tickets based on a number of criteria.
I love the filter options in the ticket dashboard with the New and My Open Tickets display view. This helps to drill down to view specific tickets based on a number of criteria.
A must have piece of software for every IT Deparment
What do you like best about the product?
1. Intuitive and User-Friendly Interface
2.Multi-Channel Support:
2.Multi-Channel Support:
What do you dislike about the product?
1. Cost for advanced features
2.Learning Curve for Customization
2.Learning Curve for Customization
What problems is the product solving and how is that benefiting you?
1. Ticketing System Efficiency
2.Automation of Repetitive Tasks
2.Automation of Repetitive Tasks
Empowering Success: A Comprehensive Review of our CRM Journey
What do you like best about the product?
The interface is incredibly user-friendly, mirroring the intuitiveness of its features. It effectively handles workflow management across all departments. The customization options are fantastic, enabling me to tailor the portal to my preferences.
The automation feature is a game-changer, notably cutting down on manual tasks. Our tech engineers experience a seamless flow when integrating with other portals. It has become an indispensable daily work tool for our company.
Lastly, I appreciate the prompt responses from the Freshworks team whenever assistance is required.
The automation feature is a game-changer, notably cutting down on manual tasks. Our tech engineers experience a seamless flow when integrating with other portals. It has become an indispensable daily work tool for our company.
Lastly, I appreciate the prompt responses from the Freshworks team whenever assistance is required.
What do you dislike about the product?
The portal offers only one free theme option. Unfortunately, there is no discount available for the annual renewal.
What problems is the product solving and how is that benefiting you?
Workflow Management: helps in managing the workflow of all departments, indicating a solution to the problem of inefficient or disorganized processes.
Customization: The tool offers customization options, allowing users to modify the portal according to their preferences. This addresses the issue of one-size-fits-all solutions and enables a tailored experience.
Automation: Freshdesk's automation features significantly reduce manual tasks. This addresses the problem of time-consuming and repetitive processes, increasing overall efficiency.
Integration: The seamless integration with other portals benefits tech engineers by providing a smooth workflow. This solves the problem of potential disruptions or complexities in integrating various systems.
Daily Work Tool: Freshdesk becomes an everyday work tool for the company. This suggests that it centralizes and streamlines various tasks, solving the problem of scattered tools and applications.
Customer Support: Quick responses from the Freshworks team when assistance is needed solve the problem of delayed or inadequate customer support, ensuring that users get the help they need promptly.
Customization: The tool offers customization options, allowing users to modify the portal according to their preferences. This addresses the issue of one-size-fits-all solutions and enables a tailored experience.
Automation: Freshdesk's automation features significantly reduce manual tasks. This addresses the problem of time-consuming and repetitive processes, increasing overall efficiency.
Integration: The seamless integration with other portals benefits tech engineers by providing a smooth workflow. This solves the problem of potential disruptions or complexities in integrating various systems.
Daily Work Tool: Freshdesk becomes an everyday work tool for the company. This suggests that it centralizes and streamlines various tasks, solving the problem of scattered tools and applications.
Customer Support: Quick responses from the Freshworks team when assistance is needed solve the problem of delayed or inadequate customer support, ensuring that users get the help they need promptly.
Valuable Tool For Shaping Your Business
What do you like best about the product?
Freshdesk allows us to stay organized and keep visibility throughout the entire team providing more time to focus on projects and initiatives.
Reports and KPIs are very valuable and easy to use.
Freshdesk was very simple to introduce to the team, the platform is intuative and user freindly requiring very little time investment for training.
Reports and KPIs are very valuable and easy to use.
Freshdesk was very simple to introduce to the team, the platform is intuative and user freindly requiring very little time investment for training.
What do you dislike about the product?
Sometimes it is harder to track back conversations/threads
What problems is the product solving and how is that benefiting you?
Freshdesk has become a tool for our Customer Service team to use and ensure we are offering premuim service to our customers.
Excellent tool to make sure SLAs are met and customers are kept happy
What do you like best about the product?
Clear, visual overview of all support tickets and strong reporting capabilities.
What do you dislike about the product?
Additional admin completing ticket information.
What problems is the product solving and how is that benefiting you?
Managing all support tickets in one place with visibility to all agents of current issues. Analysis of issues with specific products to feed back into development team.
Feature-rich customer support platform
What do you like best about the product?
Freshdesk has transformed our customer support operations.
It offers efficient ticket management, multi-channel support, and robust reporting.
Customization options are fantastic, and it integrates seamlessly with other software.
The knowledge base is a valuable resource.
If you want to streamline your customer support, consider this tool.
It offers efficient ticket management, multi-channel support, and robust reporting.
Customization options are fantastic, and it integrates seamlessly with other software.
The knowledge base is a valuable resource.
If you want to streamline your customer support, consider this tool.
What do you dislike about the product?
Like most software, Freshdesk may have occasional minor bugs or glitches that can be frustrating, but their support team is responsive in addressing these issues.
What problems is the product solving and how is that benefiting you?
Freshdesk seamlessly integrates with other software we use, making it a central hub for customer support. This connectivity saves time and simplifies our workflow.
Easy to use
What do you like best about the product?
It's easy to use and provides a quick response time.
What do you dislike about the product?
I do not like that we can't unmerge tickets when we've accidentally merged them into the wrong ticket.
What problems is the product solving and how is that benefiting you?
It's helping us have a faster response time to our customers.
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