Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk made easy for navigating between projects
What do you like best about the product?
I like that all features in freshdesk are easy to use and can all be found in one place. Navigating or toggling between pages is easily manageable. Searching tickets is easy.
What do you dislike about the product?
There is one thing I struggle with and that is to search for a ticket where it was assigned to myself or where I commented in the ticket at one time or another.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as a communication tool between the customer and our company. Tickets are received and support is provided. When a ticket can not be resolved it will get escalated to my Business Analyst team. We communicate within the ticket and respond to the customer by providing feedback.
Simple and Very Customer-Oriented
What do you like best about the product?
Omnichannel support approaches and automations are very much focused and helpful on elevating customer-centricity.
What do you dislike about the product?
Ticket navigations and merges causes confusions as they are not clearly seperated. Might be complicated for new users.
What problems is the product solving and how is that benefiting you?
Freshdesk helps to manage service request conversations with transparency and helpful on being vigilant on incoming requests to attend them within timely SLAs.
Perfect for small business
What do you like best about the product?
Tested on a small business, working really fine daily, we do not even use all functionality, the best thing is the integration with email to open tickets, so that users can ask for help with an email and the operators can manage the incident or request in a fully functional ticketing system, keeping the interaction with the users on the email from user side.
What do you dislike about the product?
The merge ticket functionality is a bit amateur, it closes the ticket merged with an automatic comment, and integrates the body of the ticket in the parent one.
Another functionality that could be useful is an integration between tickets and KB side of frashdesk, we need to add a comment manually if we want to track the solution in a ticket, it could be easyer an integrated link with KB archive when an incident solution is already known.
Another functionality that could be useful is an integration between tickets and KB side of frashdesk, we need to add a comment manually if we want to track the solution in a ticket, it could be easyer an integrated link with KB archive when an incident solution is already known.
What problems is the product solving and how is that benefiting you?
Ticket management for incident, requests and improvements, we keep track of everithing, both with ticket and solutions, and we can have a fluent interaction between users and operators
Freshdesk its super Easyyy
What do you like best about the product?
Fresh desk is easy to use, fast. It has good options for solutions where user can write documents which is very helpful
What do you dislike about the product?
One thing which i don't like about freshdesk is if we unmerge any ticket all the call logs from the tickets are gone.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping me to manage my tickets efficiently. This results to increase in customer satisfaction
Great Experience
What do you like best about the product?
Easy to navigate, plus we can merge call easily
What do you dislike about the product?
Still, a lot of manual work needs to be done,
What problems is the product solving and how is that benefiting you?
It has started to uses SMS tool called twilio which is helping me to send text messages and freddy is also seems an intresting part of automation
Very good service for ticket solving
What do you like best about the product?
Filters for incoming tickets are handy.
Automations are powerful and valuable for busy periods or agents' vacations.
It is simple to use and easy to welcome new agents.
Adding and subtracting full-time agents is very simple.
We've been using it for 4 years and are glad we got this service.
Automations are powerful and valuable for busy periods or agents' vacations.
It is simple to use and easy to welcome new agents.
Adding and subtracting full-time agents is very simple.
We've been using it for 4 years and are glad we got this service.
What do you dislike about the product?
I'd like a "favorite" section in the parameters to I can quickly reach my most used functions.
For the rest, I'm very happy with the service.
For the rest, I'm very happy with the service.
What problems is the product solving and how is that benefiting you?
Our customers can ask us for help and be redirected to the appropriate agent. We often ask them how it's going, and their answer gets in our tickets. Their complaints and good reports too.
Easy to use. Various control features.
What do you like best about the product?
ease of use and reliability of information
What do you dislike about the product?
Price. In dollars. There are cheaper software options on the market. Ex: Movidesk.
What problems is the product solving and how is that benefiting you?
Service Desk Support. Management of tickets from all areas of the company.
Freshdesk has made managing my team simplier
What do you like best about the product?
I like using Freshdesk because I can track the workload of each of my team members. I know what they are working on and how productive they are being throughout the day.
What do you dislike about the product?
Since our business isn't necessarily a "help desk" business, some of the sorting needs to be done manually because the difficulty of the ticket is based on the contents of an image that we need to judge, knowing our products.
What problems is the product solving and how is that benefiting you?
We used to have individual email addresses that needed to be monitored, especially when someone was out with time off. Now we have all of our customer's requests going to one place and it's much easier to manage and improves the experience for our customers.
Good tool for supporting customers
What do you like best about the product?
Everything in one portal. We have chat, calling function, email. No need to have multiple apps installed and open on your PC.
What do you dislike about the product?
If I can put it as one thing it is the metrics page where the display is not the best
What problems is the product solving and how is that benefiting you?
Not having multiple apps and instead having one portal to have everything in order to communicate with our customers
The All in One CRM Tool!
What do you like best about the product?
Freshdesk CRM has a user-friendly interface and robust ticketing system for efficient customer support. It supports multiple channels and offers automation capabilities which is a great support and useful tool.
What do you dislike about the product?
Customization can be challenging, and reporting and analytics features are basic. Integration options are limited compared to other CRM tools, and advanced marketing automation is not a strong suit that can be made better in the upcoming versions.
What problems is the product solving and how is that benefiting you?
Freshdesk effectively solves several challenges related to ticket resolution and customer query management, benefiting your company in various ways. With its centralized platform, Freshdesk streamlines the process of capturing, organizing, and prioritizing customer tickets, ensuring efficient ticket resolution. By consolidating tickets from different channels, including direct emails, Freshdesk simplifies ticket management, making it easier to track and respond to customer queries promptly. This timely responsiveness leads to increased customer satisfaction, as users receive quick and satisfactory resolutions to their issues. Additionally, Freshdesk's knowledge base feature empowers customers to find answers independently, reducing the need for creating tickets for every minor query. This self-service capability saves time for both customers and support agents. Furthermore, Freshdesk facilitates streamlined communication by providing agents with access to ticket histories, notes, and previous interactions, enabling personalized and context-aware responses. Overall, Freshdesk's solutions improve customer support efficiency, enhance customer satisfaction, and optimize internal workflows for my company.
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