Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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Freshdesk experience
What do you like best about the product?
A lot of useful features. Really dynamic options and it's easy to configure.
What do you dislike about the product?
Possibly the huge number of options and it may be hard to find the right feature
What problems is the product solving and how is that benefiting you?
It solves communication problems so it's easy to talk to the customers
Great Product with Very Good Customer Service
What do you like best about the product?
I very much so enjoy the live chat for assistance. I also like the ease with which I can add and remove mailboxes. We transitioned from a software to this, and our agents seem to enjoy it.
What do you dislike about the product?
The paywalls for some of the features is kind of annoying it some regards, yes I understand it but I would like to know log out and log in times. Other than that there isn't much I dislike about it
What problems is the product solving and how is that benefiting you?
It serves our IT Helpdesk inbox. We also use it to round-robin e-mails to our customer support team. The reports it outputs also help with metrics and determining about many people we need to be staffed at one time.
Best ticket system for IT
What do you like best about the product?
We have found Freshdesk's layout simple and the app works a treat. It has helped increase our support tickets resolution time down to a minimum and increase productivity within the team.
What do you dislike about the product?
The cost, for a big team of users this can end up quite costly. I think it would be ideal for education pricing to be more affordable as school budgets are very tight.
What problems is the product solving and how is that benefiting you?
It ensures all emails are brought into one central location and IT staff can actively respond to tickets that are hitting the inbox, we can see in real time who has actioned what.
Great!
What do you like best about the product?
I like the flexibility it offers us as a business, it allows us to customise the system to meet different SLA targets across different products. Freshdesk offers a full range of analytics that also helps us drill down into the data.
What do you dislike about the product?
I would like the option to amend the priority levels of tickets, currently the system default doesn't always work with our customers.
What problems is the product solving and how is that benefiting you?
Reducing the need for any manual work, the automations help to close down tickets without the need of an agent to manually chase the customer/third party for more information.
Easy to use, good support
What do you like best about the product?
How easy it is to use and the many integrations it has
What do you dislike about the product?
Whenever I reach out to support via chat, if I don't answer on time, I am assigned to a new agent EVERY TIME and NOTHING is more frustrating for a customer than repeating themselves about their issue.
What problems is the product solving and how is that benefiting you?
Providing customer support in one channel
Freshdesk is a game-changer for customer support
What do you like best about the product?
Freshdesk has completely transformed the way we handle customer inquiries. It's an all-in-one platform that's incredibly user-friendly and intuitive, making it easy for our team to manage tickets, track customer interactions, and collaborate on solutions. The automation features are particularly impressive, allowing us to streamline our workflows and respond to customers more efficiently. We also love the reporting and analytics tools, which provide valuable insights into our team's performance and customer satisfaction levels.
What do you dislike about the product?
While Freshdesk is an excellent platform overall, there are a few minor drawbacks. The pricing can be a bit steep for smaller businesses, and some of the more advanced features require additional add-ons or integrations
What problems is the product solving and how is that benefiting you?
One of the main problems that Freshdesk solves is the need for a centralized platform to manage customer support requests. The software allows businesses to manage all customer interactions from a single platform, including emails, phone calls, social media messages, and more. This makes it easy to keep track of all customer queries and provide timely responses, resulting in improved customer satisfaction.
Best CRM tool user friendly
What do you like best about the product?
1. It is very user friendly
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
What do you dislike about the product?
Need little work on reminders if the ticket is not closed as per the TAT.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the sorting of email flow distribution.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
Freshdesk experience
What do you like best about the product?
Freshdesk is very fast and helpful system to solve customer problem tickets, You can easily filter your tickets by the filter section and you can provide great customer service to your customers
What do you dislike about the product?
I don't have any downside of fresh desk. It has all the things that I need so maybe you can add a live chat option as improvement. I know it has mailing, but as I mentioned live chat could be great for this system.
What problems is the product solving and how is that benefiting you?
It helps me to manage all customer complaints in one screen and this service is really easy to use because it is really basic system to manage and soul your customer problems
Provides optimal service to our customers!
What do you like best about the product?
Using the same administration panel, we are able to serve our clients across all channels, social networks, phone calls, emails, websites, and SMS messages, ensuring that no request is
neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
What do you dislike about the product?
Reporting - We have to spend time manually hacking other reports because the reporting sometimes lacks certain essential capabilities or output and I believe that more updated video tutorials should be added covering each aspect of Freshdesk.
What problems is the product solving and how is that benefiting you?
FreshDesk provides transparency and strong control possibility for our team leaders. Multiple reporting and export options and features such as “Add yourself as a watcher to a ticket” makes sure that you never miss any important information regarding what is going on in your supporting or project team.
Customer Support made simple
What do you like best about the product?
FreshDesk is easy to use and has many great tips and tricks. The online resource library is good, but the Helpchat function and support team are great. it integrates easily with FreshChat and FreshSales so we have a holistic view of client interactions
What do you dislike about the product?
There are so many things you can do with FreshDesk that sometimes we have to think about where to find the specific functionality, but the search bar helps solve that problem
What problems is the product solving and how is that benefiting you?
Our product has lots of functionality, and we want to make it easy for our customers to find information on how to use it. The solutions are easy to put together and publish, and we can update any time we have a new client question to respond to. We can even add screen shots, documents and video links to make it easy for our clients.
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