Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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Integrated platform with a lot of potential
What do you like best about the product?
Integrated Channels
Great account management
Lots of plugins
One integrated platform for CRM/Tickets/Calls/Chats
Great account management
Lots of plugins
One integrated platform for CRM/Tickets/Calls/Chats
What do you dislike about the product?
Lack of automation between modules
The reporting function is left wanting
Some data discrepancies
Some core functions limit desired outcome
The reporting function is left wanting
Some data discrepancies
Some core functions limit desired outcome
What problems is the product solving and how is that benefiting you?
It is helpful to have one platform for all communications. My team doesn't need to switch between a phone system, a chat system and an email ticketing system. It's all in one, which helps lower the context-switching my agent goes through. This also consolidates the reporting so you can see every call, email chain and chat with one contact within the system.
Very efficient tool, I would recommend
What do you like best about the product?
Freshdesk makes it easy to organise tickets into categories, triage, assign agents and resolve quickly.
The automations are particularly useful. Tickets are automatically triaged to the right people. Rules can be set up on numerous things meaning not many tickets have to be manually triaged.
The automations are particularly useful. Tickets are automatically triaged to the right people. Rules can be set up on numerous things meaning not many tickets have to be manually triaged.
What do you dislike about the product?
Using APIs on automations can be tricky. There can be room for automations to fail, resulting in lots of failure notifications. For example, automatically adding tags.
What problems is the product solving and how is that benefiting you?
It makes cross functional working easier. Freshdesk agents sit in multiple teams across the business who don't otherwise work with one another. Automatic assignment and quick re assignment and internal notes makes this cross functional operation easier.
Nice post sales CRM
What do you like best about the product?
The new dashboards are now very helpful to make decisions.
What do you dislike about the product?
Same thing, still costly. They should think on pricing.
What problems is the product solving and how is that benefiting you?
Giving proper tracking for any complaint from the customer
Fresh-works
What do you like best about the product?
Freshworks is a software company that offers a suite of customer engagement products. Some notable aspects of Freshworks include its all-in-one platform that integrates various applications, its user-friendly interface, automation and customization capabilities, omnichannel support for customer interactions, and robust reporting and analytics features. It is known for streamlining customer support, sales, and marketing processes. However, personal preferences may vary, so it's advisable to explore different software options and consider individual business needs when selecting a solution.
What do you dislike about the product?
Pricing: There have been reports of Freshworks' pricing being relatively high compared to alternative solutions, particularly for businesses with larger teams or higher usage needs. It's crucial to carefully review the pricing plans and features offered by Freshworks to determine if they fit within your budget.
What problems is the product solving and how is that benefiting you?
Give me consultation about how to grow my business reach and linkups. Also, provide technical support when I get stuck in any issues. Help me utilise my time which is great.
Simple interface and affordable CRM
What do you like best about the product?
The ticket management system accompanied by automation rules is the best feature Freshdesk offers, Its simple UI makes it easy for any new person to learn the tool without much support.
What do you dislike about the product?
The visual experience can be made better using gamification and some color.
What problems is the product solving and how is that benefiting you?
Freshdesk has made the customer support team's lives easy by organizing the email management coupled with automation and other options like a self-service portal has made it easier for us to manage the customer support function.
Managing customer support with ease
What do you like best about the product?
One of the most intriguing features of Freshdesk is that users and employers can begin utilizing it right away, and it can become pretty enjoyable to work with. It helps businesses to tailor workflows to their own business processes, making it a highly adaptable solution.
What do you dislike about the product?
Some important features are either missing or locked behind higher pricing bands. Freshdesk's reporting and analytics features are fairly restricted, which may not be enough for businesses that demand more detailed insights into their support operations.
What problems is the product solving and how is that benefiting you?
We've been using Freshdesk for years, using the support ticket system, knowledge base, and forums. The technology has shown to be dependable and simple to operate. It was easy to get started.
Freshdesk Review: A must have Service for IT workers!
What do you like best about the product?
When using Freshdesk, I find speaking to a client, whether they are first-time users of our service or have been using it for a while, very easy, as the web and app interface is intuitive and easy to navigate. Many times with other similar programs, my clients have a difficult time reaching out to me directly for help as the interface was clunky or overburdening.
What do you dislike about the product?
Although the interface is easy to navigate for my clients and me, there are moments when it takes a decent period for me to adjust minimal and niche settings. This is, at times, upsetting, given that I am a user who prefers to have a great deal of customizability within my interfaces.
What problems is the product solving and how is that benefiting you?
A problem Freshdesk is currently working on is the organizational aspect of their website and app interfaces. With the proper work done to these two fields, I can see a near future where Freshdesk is on its way to being flawless.
Customer service tickets made easy!
What do you like best about the product?
FreshDesk is a user-friendly help desk software that helps businesses manage customer support inquiries. It offers a bunch of features that allow businesses to effectively manage and respond to customer's questions. It can be customized to fit any professional needs and makes it super easy to manage large volumes, with features such as tagging tickets, merging them and even assigning them to specific users.
What do you dislike about the product?
Freshdesk offers robust reporting and analytics capabilities, which are sometimes limited or difficult to use. Also, FD's prices are higher than their competitors which offer basically the same features.
What problems is the product solving and how is that benefiting you?
In my case, Freshdesk helps with customer inquiries and being able to sort and organize them. We used to have inquiries come through email and there was no way to efficiently answer or organize them. As of now, each analyst can answer the inquiries that pertain to their own clients, with minimal effort and maximum efficiency.
Good tool for fair price
What do you like best about the product?
It was easy to migrate and make the support up and running.
Customization is straightforward and rich in features
Customization is straightforward and rich in features
What do you dislike about the product?
I cannot disable users from creating tickets by writing to the support email or replay tickets by email.
Tags are not selectable on rules
Tags are not selectable on rules
What problems is the product solving and how is that benefiting you?
Communicating with customers. Have feedback and rely the load among the Agents
Review Fresh Desk
What do you like best about the product?
Have been using since 3 years and it's working magnificently it provides solutions for customers support, Remote Desktop and call logs management. Implementing was smooth and simple.
What do you dislike about the product?
I don't see anything to dislike as this performing real well. I am happy with that
What problems is the product solving and how is that benefiting you?
It's benefiting us by providing support for Helpdesk management and live chats support to our clients and end user's. They are well suited if you are looking for Helpdesk management tool.
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