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.
Has been a good experience.
What do you like best about the product?
ticketing and merging system. Also, the export data option.
What do you dislike about the product?
Needs to improve more towards reporting in starting plans.
What problems is the product solving and how is that benefiting you?
Accomodating all request and complaints under single platform and having an option to create SLA.
is an usefull and versatil tool, for virtual agents
What do you like best about the product?
the shortcuts, makes your work efficient
What do you dislike about the product?
i really like it, there is nothing specific i dislike
What problems is the product solving and how is that benefiting you?
the link between the user and the agent, replacing the mail, you can have the predeterminated answer, articles, and a lot of thing that control and facilitate your work and the performance
Flexible and amazing
What do you like best about the product?
It is very easy to use and the reports tab are extremely user friendly
It offers a customized dashboard on the common metrics like number of tickets created,solved one touch and sLAs
It offers a customized dashboard on the common metrics like number of tickets created,solved one touch and sLAs
What do you dislike about the product?
I sincerely has nothing to state as a dislike I really enjoy using Freshdesk
What problems is the product solving and how is that benefiting you?
Enables multiple departments to use the same system and have a record of all customer interactions
Convinient and Amazing
What do you like best about the product?
Segmented areas to quickly add product Knowledge
Easy to maneuver
Keeps records of all customer-related issues for reference
Currently, one can easily edit an agent's access to the system,
Easy to maneuver
Keeps records of all customer-related issues for reference
Currently, one can easily edit an agent's access to the system,
What do you dislike about the product?
The lagging at peak hours
Frequent downtimes
Frequent downtimes
What problems is the product solving and how is that benefiting you?
Product Knowledge Update- great reference area
Self-service by customers using the BOT
Non-voice communication reduces the amount used in calling in
Canned Messages-uniformity when communicating with all our customers
Self-service by customers using the BOT
Non-voice communication reduces the amount used in calling in
Canned Messages-uniformity when communicating with all our customers
Good communication tools
What do you like best about the product?
It help us to stay connected with our network and respond back within the timeline. Communication at the top level and replies to the team
What do you dislike about the product?
I think there is not much to dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
Day to day customer queries and issues.
Freshdesk is a very good ticketing software
What do you like best about the product?
The user interface is good
Support is responsive
We have a dedicated Key Account Manager and Customer Success Manager
We can achieve many desired scenarios using automation
Analytics is strong
Support is responsive
We have a dedicated Key Account Manager and Customer Success Manager
We can achieve many desired scenarios using automation
Analytics is strong
What do you dislike about the product?
Their AI features are lacking currently and are rather basic. They also work only with the FreshDesk Knowledge base. I hope this changes in the future as it would be good that have it.
What problems is the product solving and how is that benefiting you?
They provide us with a working ticketing system and they do it well.
We have a lot of automation to work with multiple languages and different agent groups that work well.
We have a lot of automation to work with multiple languages and different agent groups that work well.
A PROFESSIONAL PLATFORM IN ITS FIELD
What do you like best about the product?
Ease of use and handling
Amazing results
Be able to send quick NPS surveys to get valuable feedback on projects and client experience
The ability to build your own ticketing dashboard and organize it how you want
It is best of all products
Amazing results
Be able to send quick NPS surveys to get valuable feedback on projects and client experience
The ability to build your own ticketing dashboard and organize it how you want
It is best of all products
What do you dislike about the product?
I sincerely has nothing to state as a dislike I can say it with more confidence that Freshdesk is for all
What problems is the product solving and how is that benefiting you?
Helps to organize and analyze data which is essential for business
Overall a good Experience
What do you like best about the product?
Easy to understand and operate the tool.
What do you dislike about the product?
The search option and the load time for the new emails or updates.
What problems is the product solving and how is that benefiting you?
Having timely updates of the tickets and CSATS and overall performace management of the team and maintaining couple of KPI's of the users.
Muy buena aplicación para servicio al cliente
What do you like best about the product?
It is very intuitive for administration, use of agents and end customers
What do you dislike about the product?
The integration with WhatsApp needs more accessories, the other integrations with other social networks are fantastic.
What problems is the product solving and how is that benefiting you?
The attention to our clients, from the beginning of the use of Freshdesk, has improved a lot, since the cases are distributed equitably to the customer service advisors, which has allowed them to be more efficient
User friendly Interface
What do you like best about the product?
AI-powered features, and improved agent productivity
What do you dislike about the product?
More interactive Widgets on the dashbaord
What problems is the product solving and how is that benefiting you?
Use this as a ticketing platform to address the client complaints and assist with their queries, also helps in determining Team performance and KPIs as per the business need
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