Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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FreshDesk is a great tool to make your customer support more efficient!
What do you like best about the product?
The best part of FreshDesk is how quickly I can involve other teams by just assigning the tickets to them and they have the entire history of the ticket.
What do you dislike about the product?
I dislike that there is no proper integration with Salesforce so i have to manually log emails to SalesForce.
What problems is the product solving and how is that benefiting you?
The biggest benefit of FreshDesk is that it promotes many teams working together to solve any inquiry from the client which results in a faster turnaround time.
Recommendations to others considering the product:
FreshDesk is a great tool for companies where several different teams are in need of constant communication with each other.
The team really offer 24/7 service support to sovle all the concerns that we have!
What do you like best about the product?
I really appreciate the fact there will always be team members assigned to support our team with setting up, getting to know freshdesk and solve any issue that we have!
What do you dislike about the product?
Just sometimes the team is over dedicated! :))
What problems is the product solving and how is that benefiting you?
We could use freshdesk as a based CRM to handle and synchronize most of the customer requests, provide out customer a much smoother and in control service.
Robust support platform
What do you like best about the product?
Freshdesk is a robust platform that you can customize according to your client and market segment. At our company, we integrate Freshdesk with our Customer Success Management Platform, where we analyze through KPIs the level of our service.
What do you dislike about the product?
Freshdesk is difficult to operate for beginners. Therefore it could be better in terms of ease of use. It could improve its interface and design so that the entry-level support team could perform efficiently and better.
What problems is the product solving and how is that benefiting you?
We use Freshdesk in our Support team, so we solve customer issues all the time. The level of our services is higher, so I understand that Freshdesk is one of the responsible for this.
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
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