Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
an extraordinary product
What do you like best about the product?
The interface is intuitive, and it facilitates us to use different environments and recreates the development of the extremities.
What do you dislike about the product?
freshdesk support uses a lot of automatic responses!
What problems is the product solving and how is that benefiting you?
Call centralization, metrification, advanced automation!
Our most important bit of software!
What do you like best about the product?
We no longer use traditional email. All our staff uses Freshdesk for internal & external communication. This creates ownership & responsibility for every ticket owner while giving us complete oversight on the information our staff are sending and receiving.
What do you dislike about the product?
I wish their mobile app had all the functionality that their web application does.
What problems is the product solving and how is that benefiting you?
It gives us a communication platform for internal & external use, provides oversight while maintaining responsibility & accountability. Additionally, it improves efficiencies and allows us to deliver a better service to our customers.
Flexible to our needs
What do you like best about the product?
The best feature is the possibility to directly integrate the freshdesk world with our crm and other front end tools.
This means a lot of saved time and guaranteed traceability.
This means a lot of saved time and guaranteed traceability.
What do you dislike about the product?
We would like an increased customization for customer portal.
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
What problems is the product solving and how is that benefiting you?
We supply digital customer support from different digital channels and origins.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
Recommendations to others considering the product:
Start with a small solution to test and add features to grow to a full scale backend CRM
Solves lot of helpdesk problems for us
What do you like best about the product?
- Easily manage and track support tickets
- Knowledge repository
- Knowledge repository
What do you dislike about the product?
The software is so vast and extensive that, at times, you couldn't find the appropriate option. But the help documents and the support team come to your rescue, so I cant complain a lot here.
What problems is the product solving and how is that benefiting you?
- Tracking support tickets for our SaaS
- Analytics around the tickets
- Building a knowledge repository for the support agenst
- Analytics around the tickets
- Building a knowledge repository for the support agenst
Its been an amazing ,friendly, less training to understand the software, great option
What do you like best about the product?
more straightforward concept of the process setup
What do you dislike about the product?
no proper notification on invoices or payments
What problems is the product solving and how is that benefiting you?
easier communication method with customers, benefits of data available
It's been a fantabulous journey so far & going on!
What do you like best about the product?
Building what the users would really need! Adding the features that the users would need is definitely a stand out. The hard work done to understand the user needs are also appreciated. Also, the capabilities provided in terms of various integrations, flexibility etc is great.
What do you dislike about the product?
Nothing significant. May be the price :D
What problems is the product solving and how is that benefiting you?
We have streamlined our e-mail communication channel while ensuring high CSAT & productivity.
User friendly Freshdesk
What do you like best about the product?
Easy to use & customize, great customer support, omni channel with all features
What do you dislike about the product?
No Macros when creating tickets, can improve on reporting
What problems is the product solving and how is that benefiting you?
Good ticketing system, works for multiple brands/products
Recommendations to others considering the product:
Easy to use & customize, great customer support
Best ticketing service
What do you like best about the product?
Speed of assigning and responding to tickets.
What do you dislike about the product?
Cannot receive 2 departments the same ticket.
What problems is the product solving and how is that benefiting you?
It request from my users.
WORLD CLASS SAS AND CUSTOMER SERVICE!
What do you like best about the product?
Customer Support............... The FreshDesk customer support team is absolutely world-class. No matter how large you company is, they get right back with you to solve your issues.
What do you dislike about the product?
Sometimes they will do upgrades/rollouts and not communicate it with the users. Occasionally there are issues from this, but again. They fix things quickly and efficiently.
What problems is the product solving and how is that benefiting you?
We use FD for our internal and external ticketing systems. We also solve issues for our customers using their platform. They do a great job with partnering with you to make sure their solution works for your business.
Easy to use and customizable to our needs
What do you like best about the product?
It is easy to use with our team and our customer for tracking and communication
What do you dislike about the product?
I would like the ability to send out a mass email that is Blind CC and have it so if someone replies, it creates an open ticket for that customer only so we can reply individually. This would make the system 100% work for us
What problems is the product solving and how is that benefiting you?
Customer service
Customer issues
Customer feature requests
Tracking the customers tickets
Customer issues
Customer feature requests
Tracking the customers tickets
Recommendations to others considering the product:
sf
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