Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Easy to use, UI is pretty simple, the Analysis are smooth, capability to integrated other apps
What do you like best about the product?
All the automation which need to be done can be configured via UI ( no dev knowledge required ) and also via backend via APIs. API documents is well made and customer support team of FD is very quick.
What do you dislike about the product?
The limit over API call to fetch tickets is 300 :(. At times it's difficult to figure out which section needs to use for the analysis report or Analytics. Also need more admin powers to manage the system.
What problems is the product solving and how is that benefiting you?
We are resolving customer requests raised during their journey over our firm product.
Better journey flows dust to automation
Easy integration of FD APIs to our system
Better journey flows dust to automation
Easy integration of FD APIs to our system
Recommendations to others considering the product:
If you want to start quickly with basic flows, FD is a thing. And yes, it has a good server bandwidth, so it can maintain the load.
Great system and great support
What do you like best about the product?
Easy to use and set up for the system for agents
What do you dislike about the product?
Some minor limitations for automation, or at least presented as a bit too complex.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to give great support to our clients. Benefits have been an easy to use support system for our agents to give top tier support.
Recommendations to others considering the product:
Ensure that all customization is done, and make sure that you test all workflows before rolling out to clients.
Great Ticketing Tool - Good integrations!
What do you like best about the product?
Internal automations, automated ticket assinging, good API and Webhook settings, good Support
What do you dislike about the product?
Integration to Freshsales could be better
What problems is the product solving and how is that benefiting you?
Customer Querie handling and assigning them to different agents, help widget
Recommendations to others considering the product:
Its a great tool, good api, good settings, easy
All Queries at one place !!
What do you like best about the product?
This software works seamlessly. It is beneficial for all the teams to look at and resolve queries.
What do you dislike about the product?
I think there is nothing to dislike about this software.
What problems is the product solving and how is that benefiting you?
My team and I are resolving queries with the help of this.
Super intuitive Complaint/Issue Management System
What do you like best about the product?
Super intuitive, easy navigation, very configurable
What do you dislike about the product?
Nothing as such. It really has an easy layout
What problems is the product solving and how is that benefiting you?
Complaint Management System
Issue record and customer resolution
Issue record and customer resolution
Easy to use and customizable tool
What do you like best about the product?
how easy it is to access from any device
What do you dislike about the product?
some items are not so flexible to customize
What problems is the product solving and how is that benefiting you?
Freshdesk has helped me solve help desk issues, which has brought me the benefit of being able to obtain metrics and statistics in real time
The GO TO for user support management
What do you like best about the product?
The platform is well designed and caters perfectly to the requirements of an executive who has to help a user, be it chat or email integration Freshdesk has all the tools one can want.
What do you dislike about the product?
Multiple changes can be made to the platform, like better integration for calls and chat support can also be improved in some ways; the email integration feels buggy at times and needs fixing.
What problems is the product solving and how is that benefiting you?
All of our customer support issues are routed via Freshdesk only, and it helps us keep track and maintain timelines for the resolution of the query and fasten the entire process
Freshdesk is user friendly
What do you like best about the product?
I enjoy that the interface is user friendly and training a new support rep is simple.
What do you dislike about the product?
I dislike the reporting functions. Mainly because the way we base our metrics is a bit unique, so we need some customization.
What problems is the product solving and how is that benefiting you?
With freshdesk we are able to integrate multiple support interactions to flow through the ticketing system. Therefore we are able to help customers as quick as possible effectively. Integrating with our various channels has been super beneficial in organizing customer support tickets.
Freshdesk - Easy to use tool to resolve customer issues
What do you like best about the product?
There are a lot of automated scripts that can be used in fresh desk and as per SLA the priority of the ticket can be set and FD highlights them once the tickets are due and overdue and gives us an advantage that we can also know how the customer feels once we provide resolution, they have got a separate rating for it too.
What do you dislike about the product?
Nothing much.Mostly it gives us the edge over other tools in terms of features and flexibility
What problems is the product solving and how is that benefiting you?
We resolve a lot of customer issues in terms of email support using Freshdesk and gives us an option of filtering for everything in terms of Query type, Agents, Groups, Location, Status.So it has become easy for us to pick tickets and allocate them to others based on filters and also the automation helps us in great time.
2 year experiencevery
What do you like best about the product?
The Email support channel is very useful, and the mobile app - help me to give answers and close ticket on the way.
What do you dislike about the product?
The automation is not perfect and need more feathers like close old ticket automatic.
What problems is the product solving and how is that benefiting you?
Help desk for our worker's, we can work few people on same chanel, I can see if my help desk staff work or sleep.
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