Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
CRM solution worth giving a try
What do you like best about the product?
The user-defined category is by far I am loving it, it allows me to capture the key details from the customers to narrow down the area to focus, moreover, it's a great way to allow customers to select the specific topic to which they are facing issues with.
What do you dislike about the product?
Reporting framework and dashboard could have been implemented, exporting every time and continuously working manually on this exported data is a time-consuming job. Thus, a data-driven overview dashboard that has various filters could have been really useful.
What problems is the product solving and how is that benefiting you?
We are struggling to respond to the incoming queries during the peak season, which resulted in customer frustration. I love the features that enable us to automate the initial response automatically when the ticket is logged into the system. This turns out the life saver to us. Cheers!
Great ticket management system
What do you like best about the product?
Easy to sort tickets and track progress through email communication
What do you dislike about the product?
When tickets re-open after it has been closed due to another email being sent on the same thread (but sometimes that is helpful too)
What problems is the product solving and how is that benefiting you?
Helps me manage and track all my integration requests and tickets for my clients and also ask for assistance or collaboration from my other co-workers
Great tool for great customer service
What do you like best about the product?
The tag configuration is easy to set up. It helps in identifying trends and automating the flow of queries in the right direction
What do you dislike about the product?
No disadvantages. The application has tons of features, how can you make use of them makes all the difference.
What problems is the product solving and how is that benefiting you?
We can communicate with our customers with ease and we can make use of its features to drive customer service to next level
Easy to use!
What do you like best about the product?
Its easy to use. Easy to work with several teams by using group filters. Easy to apply pre-set filters to incoming emails and prioritize.Easy to follow the email thread and to see earlier conversation with the person. Also nice to create tickets to colleagues or other teams. I also like the way we can automatically tag incoming tickets and the ways the ticket show if its new, pending or responded.
What do you dislike about the product?
Even if I said I like how easy it is to follow an email thread, its also a bit confusing because I see all messages several times if I scroll down in the thread. I can just look at the first part of the thread and see everything, I dont have to scroll down all the way. But I remember it being confusing in the beginning when we started using freshdesk. To explain what I mean: If i scroll down to the bottom of the thread I'll see the first message. Next, I'll see the first and second, then first, second and third and so on, and at the top I'll see them all.
What problems is the product solving and how is that benefiting you?
Freshdesk helps our support team when many tickets are coming in, it helps them prioritize. By automating where different tickets show, we can easily assign out staff to work with one type of tickets and add more people if needed. Its easy to keep track of what other colleagues have been doing on a ticket
Good for scaled
What do you like best about the product?
Freshdesk is good for
- Omnichannel support & Engagement
- Small & Large teams
- Automation
- Easy to use
- Omnichannel support & Engagement
- Small & Large teams
- Automation
- Easy to use
What do you dislike about the product?
- Per Agent pricing is not so friendly
- Overall Speed
- Overall Speed
What problems is the product solving and how is that benefiting you?
Customer support ticketing
Its very handy and easy to user for ticket created by my customer
What do you like best about the product?
Easy access to all tickets raised by my customers. I can see my teammate's performances. Easy to pull our reports for presentation in leadership or to the company leaders.
What do you dislike about the product?
Lots for clicks. There are no calling features or to record the call records. Sometimes it gives issue related with DKIM which we have to keep on checking and updating time to time.
What problems is the product solving and how is that benefiting you?
It keeps track of all my tickets
Great job manager with powerful tools
What do you like best about the product?
Within Digital Marketing I use software that helps me develop my strategies, one of this software is Freshdesk. I like that this software helps me create multiple channels to make as much contact as possible with customers, whether it's through email, phone, social networks and live chat. Likewise, it applies the use of the cloud to facilitate automatic and personalized messages, therefore, the messages are usually more specific according to the client, which makes the attention more special. Finally, all the tools that this software offers me allow the services offered by the company to be more organized and the sale to materialize, not just get stuck in the doubts that customers have.
What do you dislike about the product?
I think the only big thing I would complain about is its price, if you want to update an agent or user, its costs are high. In any case, it has a very good free plan, its functions and tools are very extensive, this plan is very whether to obtain it or not.
What problems is the product solving and how is that benefiting you?
Thanks to Freshdesk I have been able to give each client special treatment through automated messages, I can also manage the flow of clients and thus know when to work on marketing management to attract the attention of potential clients. It is worth mentioning that before I didn't use email much because it seemed very boring to me, but now I do use it more because with this software it is less tedious, and the use of this application is very important. On the other hand, with this software customers can also take control of their invoice information and the reviews they wrote, this reduces the process that is very annoying for customers.
Great
What do you like best about the product?
Quick and easy report generation of reports. Data is archived and easy to access on the CRM and the dashboards are customizable. This results in great customer and user experience
What do you dislike about the product?
Data cannot be pulled for a long time and has to be archived for later use. The data should be accessible for a longer period making it easy for an analysis when required
What problems is the product solving and how is that benefiting you?
It helps collect and store details of all the callers and that helps in analyzing the needs of the callers based on the call type. It is also integrated with cloud telephony software so help us protect the identity and data of the users
Easily adaptable & Userfriendly UI
What do you like best about the product?
Easily adaptable & User-friendly UI, Freshdesk is customizable. You can customize it here and use it as per your requirement.
What do you dislike about the product?
They will give u fix slots to adopt the product so better learn it in the given timeframe.
What problems is the product solving and how is that benefiting you?
Support ticketing CRM - Freshdesk, Freshsales for the sales team, Freshchat & many others. Helps to keep a track of everything without missing.
Super easy to use
What do you like best about the product?
Freshdesk made it easy for us to automate our customer service and our inbound with its integrations and easy-to-use platform. Great customer support and features.
What do you dislike about the product?
The UI could be better. But it gets the work done, so no complaints there.
What problems is the product solving and how is that benefiting you?
We focused our entire business around Freshdesk providing all the tech support and inbound requests. It was easy for us to respond, assign, comment and convert from the platform itself.
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