Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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External reviews are not included in the AWS star rating for the product.
Their secret and strength: support you from day one
What do you like best about the product?
When you start a sw project, there are so many different custom needs, and you begin to learn how the sw could be valuable for your project. This is a difficult time because you try and try but it's not easy than you were expecting.
Great and flexible support, at every stage from business and technical staff
Great and flexible support, at every stage from business and technical staff
What do you dislike about the product?
There are so many additional external apps that can bring more value to your project. They should not be listed as title or features but organized in best practice categories
What problems is the product solving and how is that benefiting you?
We sell gym equipment and with Freshdesk we pu in please a ticket system for our repair/maintenance inquiries. Hundreds of calls and thousands of machinery are now coordinate from a single dashboard
Business can be made simple, when it is complicated.
What do you like best about the product?
All team members in one follow-up system. Easy to train and work with.
What do you dislike about the product?
Missing integration with standard ERP systems. Lacking standard possibilities to customise look and feel
What problems is the product solving and how is that benefiting you?
The tracking of all issues raised by our customers. We became a proactive company.
FreshDesk - Easy to use
What do you like best about the product?
Easy use and train new joiners. UI is very interactive. Automations and customizations are very easy to understand.
The Customer Portal is very easy to use for customers.
The Customer Portal is very easy to use for customers.
What do you dislike about the product?
Freshdesk is good for simple implementation but has Limitations to support complex business scenarios. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side. I also don't like the limitations around the access and roles.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us with effective collaboration, management and Ticket management across the team. Service Level Agreements and reports help us identify our KPIs.
Effective and timely ticket management. Also, Dashboards and other reporting capabilities are easy to track the performance of Agents. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side.
Effective and timely ticket management. Also, Dashboards and other reporting capabilities are easy to track the performance of Agents. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side.
Recommendations to others considering the product:
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Easy to integrate.
What do you like best about the product?
I needed to integrate Freshdesk with some other tools we have. The APIs available are robust and well documented. Everything worked without a hitch! The automation engine in Freshdesk is super easy to work with and powerful. Zendesk is the only competitor I had used previously, and when comparing Freshdesk to Zendesk, I was satisfied with the parity.
What do you dislike about the product?
They've been so helpful; it's hard to identify something. Most of my frustration has been with configuration. Not because it's hard to configure but because I just don't know, from a strategic standpoint, how I should set things up. I wish I could have multiple knowledgebases without paying a ton more. But we're using custom fields to get around this.
What problems is the product solving and how is that benefiting you?
We have a lot of websites and one customer support team. Freshdesk has made it easy to work with customers across all of our sites while keeping tickets organized and in one spot.
Quite agent friendly Customer support portal.
What do you like best about the product?
I like the Filters and views, which helps to create my own views as per my need, makes me quite free
What do you dislike about the product?
The response and properties cannot be updated together.
What problems is the product solving and how is that benefiting you?
Customer support queries from various products of my organization. Few of the features are very friendly.
Recommendations to others considering the product:
If you are looking for a good support tool with multiple products and want to use it with a bigger team base, go for it!!
Best Ticketing System for SMB Segment
What do you like best about the product?
- Ease of use
- Simple UI
- Powerful Workflow Automations
- Integrations
- Simple UI
- Powerful Workflow Automations
- Integrations
What do you dislike about the product?
There are no specific cons about Freshdesk but the following could have been better:
- Reports
- complex ticket distribution system
- Reports
- complex ticket distribution system
What problems is the product solving and how is that benefiting you?
- Managing internal customer tickets
- Ease of maintaining SLAs
- Ease of maintaining SLAs
Best UI, Automation Options & Seamless Intergation
What do you like best about the product?
Simple to set up - you don't need tech knowledge to set up freshdesk, easy to understand UI helps one to set up automations, email intergations, survey campaigns etc
What do you dislike about the product?
They should have a call support to address critical/urgent cases, raising emails and chatting sometimes becomes irritating when you have complex and critical cases to address.
What problems is the product solving and how is that benefiting you?
Management of emails, multi-channel contact touchpoints, social media cases from play store, Twitter and Facebook, we host our knowledge base with freshdesk, run our app support section and multiple other things.
At the top
What do you like best about the product?
Services, UI, reporting algorithm, never gets down.
What do you dislike about the product?
Delay in support no real-time contact center.
What problems is the product solving and how is that benefiting you?
Auto Merger app and custom install apps
Recommendations to others considering the product:
One of the best on which we can use to get best out of our customers.
Fantastic end-to-end support and just the tools you need
What do you like best about the product?
Out of the box implementation, great helpdesk tools, website chat functionality that feels native and not plugged in, and the ability to respond to tickets and support requests on the go wherever you are.
What do you dislike about the product?
Their one-on-one customer service is occasionally lacking. I've sent tickets to the team in the past and not had a response for months on end. This is often disappointing especially for a customer centric organisation.
What problems is the product solving and how is that benefiting you?
Being able to connect with our users wherever are, at whatever time, and via desktop and mobile. When starting a business often you're juggling a lot of different things including possibly working another job! An ability to help our customers on the go is vital. Not everyone has a CX support centre.
Recommendations to others considering the product:
Look our for their startup business packages. These are great value and give you all their state of the art support tools for an entire year for free.
Good experience with the Omnichannel
What do you like best about the product?
Freshdesk's Omnichannel tool allowed us to leap in customer service productivity without losing essential information. Before, the communication with the customer was with part of the information in one channel, part in another, etc.
What do you dislike about the product?
They don't have support in the Portuguese language gets in the way of everyday life when our support team needs help from someone from Freshdesk. They should also translate the platform in its entirety. It currently has parts in English, others in Portuguese.
What problems is the product solving and how is that benefiting you?
I noticed a considerable improvement in customer service time and the efficiency of our customer support team.
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