Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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External configurability lacking
What do you like best about the product?
Makes is very easy to get report for agent performance
What do you dislike about the product?
I cannot get information from my backend system directly to Freshdesk
What problems is the product solving and how is that benefiting you?
Ensuring we can provide timely resolution to customer queries and track them
Freshdesk Omnichannel
What do you like best about the product?
Freshdesk Omnichannel ticket management helps to keep track of a lot of things such as sla times, it's very nice that they report against me, I like it. this is amazing.
What do you dislike about the product?
There are no negative aspects in general.
What problems is the product solving and how is that benefiting you?
An application that works very well when talking to customers, I personally liked it.
Ticketing and calling software for Customer support
What do you like best about the product?
It offers a wide range of features such as multi-channel support, automation of routine tasks, a knowledge base for customers, and customizable ticket fields, It also integrates with Salesforce, Slack, and Jira,
What do you dislike about the product?
it could improve its customization options and old design. Sometimes there can be
some technical issues, such as slow load times or glitches in the software, and it's very frustrating
some technical issues, such as slow load times or glitches in the software, and it's very frustrating
What problems is the product solving and how is that benefiting you?
It helps prioritize customer inquiries, assign them to specific agents, and set up automated responses to common queries. It also provides analytics and reporting tools to help track customer support performance and identify areas for improvement.
I have worked with Freshdesk for years
What do you like best about the product?
I enjoy how Freshdesk helps organize all of the customer service emails into one place and I can organize them how I want to (key words). The ability to see what emails are open and pending easily helps me keep customers happy!
What do you dislike about the product?
When the customer decides that they do not want to open a new email and reply to an already "closed" ticket, it does not pop back up into my queue, makinging me lose valubale time having to review already closed tickets.
What problems is the product solving and how is that benefiting you?
Our customers need help with their orders and also answers to questions about our VIP community that is 100% online. Without freshdesk we could not provide fast support to them.
A good ticketing system
What do you like best about the product?
1. The customizations, for example: custom ticket statuses
2. Easily added and managable canned responses
3. Good automation features: automated SLA based on custom properties
2. Easily added and managable canned responses
3. Good automation features: automated SLA based on custom properties
What do you dislike about the product?
I cant think of anything specific that would make me dislike/stop using the solution.
What problems is the product solving and how is that benefiting you?
Managing tickets/technical queries from our customer base has been much easier since Freshdesk.
Also, it allowed us to automate some responses and track SLAs much better.
Also, it allowed us to automate some responses and track SLAs much better.
Freshdesk help scale our SMB without costing us a fortune
What do you like best about the product?
Freshdesk has a ton of upside for small to medium-sized businesses. Their support staff is amazing anytime you need their assistance. In our years of using Freshdesk we were overall happy with their services and product.
The ticket system for support was our primary reason for use.
The ticket system for support was our primary reason for use.
What do you dislike about the product?
No complaints, our company would have continued using Freshdesk, however, we were switched over to a new solution upon a merger.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps the CRM industry affordable because they offer their platform for almost a fraction of the price and the software itself is worth every penny if you need to start building out a remote support team.
Freshdesk was a good customizable system.
What do you like best about the product?
What we like most about Freshdesk was the ability have many customizable fields and the ticketing itself was very professional looking. It had decent integrations as well.
What do you dislike about the product?
I think if I had to pick the one thing I disliked about Freshdesk the most would be the price. With having to pay per agent, it got expensive for the features we needed, so we could not justify purchasing it anymore as a public school. We should have went with Fresh Service over this instead since that is more aimed at internal helpdesk than Freshdesk was.
What problems is the product solving and how is that benefiting you?
Freshdesk was solving the one thing we needed most in IT, a centralized repository of help tickets so that we could quickly work on them and assign them to agents that could help out the best.
Excellent experience with Freshdesk
What do you like best about the product?
Very easy to use user interface and gives great ability to help business to improve out customer service. It allows multifarious features like ticket management, sales pipeline management, task management, service history etc. It's easy to track tickets & engage with them at the same time. Furthermore, it also offers a range of reporting and analytic features.
What do you dislike about the product?
Integration with the existing process is quite a tedious process sometimes and some of the features are comparatively less customizable like ticket forms. Reporting options available are limited too.
What problems is the product solving and how is that benefiting you?
It is a great customer service platform that helps us sort out customer queries and resolving issues. Overall, our experience has been positive. It helps us in timely management of complaints and in project management. It is a valuable asset.
Great product and good customer service.
What do you like best about the product?
There are always people to address your needs. They constantly check on you, and each customer has a dedicated POC. I like their customer service. I'd recommend this product.
What do you dislike about the product?
I'm trying to build a system here for our future business needs. All my queries are still running through emails. I use this for solutions and I do not have a point until now for negative feedback.
What problems is the product solving and how is that benefiting you?
I use this product mainly for writing user guides, and the tools to write this is a free tool. It is easy to use and easy to navigate, launch, and edit. Easy to add screenshots.
The Go-To CRM for Customer Support Teams
What do you like best about the product?
Wide range of customer support features: Freshdesk offers a variety of tools for managing customer interactions, including a ticketing system, self-service customer support portal, and a knowledge base. It also allows businesses to handle multiple channels (e.g., email, phone, chat) from a single dashboard.
What do you dislike about the product?
While Freshdesk does offer some customization options, some users may feel that they are limited compared to other CRM platforms.
What problems is the product solving and how is that benefiting you?
The platform's self-service customer support portal and knowledge base can also help to reduce the workload of customer support teams by providing customers with the information and resources they need to resolve issues on their own.
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