Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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You need a nice and powerful help desk? Look no further...FreshDesk is the answer.
What do you like best about the product?
I like the Automations that FreshDesk provides and the simplicity to use.
What do you dislike about the product?
I can't thnik of one, everything about the software is great.
What problems is the product solving and how is that benefiting you?
We solve IT-related issues using FreshDesk.
Recommendations to others considering the product:
Just get it; it's far better than the other platforms and affordable.
So far the best customer service software
What do you like best about the product?
It is a great tool for customers support. Makes it easy for me to filter my tickets and view my performance. KB and other modules are easy to reach
What do you dislike about the product?
There is nothing to dislike about freshdesk
What problems is the product solving and how is that benefiting you?
Handling customer queries And addressing them, sometimes taking calls. It keeps me more productive.
Fresh Desk platform
What do you like best about the product?
User-friendly, time-saving, quick responses, quick notifications, a good app for better communication
What do you dislike about the product?
if there will be a notification sound for every new/updated ticket when it comes up on our dashboard, then that will be very helpful.
What problems is the product solving and how is that benefiting you?
No problems faced till now. Benefits are like- mostly user friendly, simple and effective app algorithms.
Awesome
What do you like best about the product?
The better way to connect with customers.
What do you dislike about the product?
Sometimes slow and not loading correctly.
What problems is the product solving and how is that benefiting you?
Refund for customers, activating the card, and more internal issues to customers account
Opennetworks (Pty) Ltd and Freshdesk
What do you like best about the product?
At Opennetworks we have been using Freshdesk for almost 5 years. It is a central location to manage our Client's technical issues effectively and to gain insight into the recurring issues.
What do you dislike about the product?
Not anything specific, I sometime struggle with getting the correct reports, but that's a user issue not a system issue.
What problems is the product solving and how is that benefiting you?
With the various channels connected and different routes of connecting, clients get the correct technical solution no matter how they reach out. Be it via WhatsApp, email, and the Knowledge Base, etc. etc. This makes Freshdesk a powerful tool. Integration with other systems is relatively simple, and there's always someone on the other side of the phone to assist and troubleshoot if necessary.
Best ticketing tool
What do you like best about the product?
Easy to set up and automations are really cool.
It really helped us handle the huge volume of tickets that we got on daily basis
It really helped us handle the huge volume of tickets that we got on daily basis
What do you dislike about the product?
Its a little on the expensive side. Otherwise i dont see any other reason
What problems is the product solving and how is that benefiting you?
the automations helped us categorise the tickets in different buckets
why i like Freshdesk
What do you like best about the product?
easy dashboard easy to use availability to have more than one channel i really like editing and creating tickets. The Knowledge Base is great, making things easy for the agents it also includes chat and mail support, and u can Automat it. It's really great making us meet our customer's requirements by providing easy and fast support it's just great
What do you dislike about the product?
there is nothing i dislike really i love it
What problems is the product solving and how is that benefiting you?
understanding our customers from the reporting system, managing more than one project, supporting our customers very fast and very easy, easy communications between our agents, and the tickets system makes things very easy for us , and the chat is great and can be connected with more then platform
Multifaceted and Nimble Solution Center
What do you like best about the product?
Freshdesk has so much to customize and build out to be unique to my business needs, and it's really intuitive to use.
What do you dislike about the product?
It's difficult if not impossible to connect the Freshdesk service to our backend to have order information communicate between the two systems.
What problems is the product solving and how is that benefiting you?
Our Customer and Order Support teams use Freshdesk to manage our incoming email queues and keep all of the information about an order or a question centralized for all Agents, Watchers, and Ticket Collaborators. Child Tickets allow us to keep conversations with customers separate from conversations with vendors while keeping the conversations connected to the related order.
Recommendations to others considering the product:
This is a versatile tool for ticket management that we are only beginning to fully utilize. The options for a customer self-service portal and other integrations are very enticing and with only one or two dedicated people you can fully customize the system for your needs in around a month. The Freshdesk support team is also a valuable asset for making this tool work for you.
Easy to configure, Easy to use
What do you like best about the product?
Easy to configure
Easy to use
Lot of integration options
Just works as expected
Easy to use
Lot of integration options
Just works as expected
What do you dislike about the product?
Nothing actually
Works seamlessly with all other apps in Freshworks series
Works seamlessly with all other apps in Freshworks series
What problems is the product solving and how is that benefiting you?
Customer Support
Ticket management
Cross channel support
Ticket management
Cross channel support
Flawless tracking of customer reported issues
What do you like best about the product?
Easy interface along with the new added option such as ticket summary it looks great, anyone within your team who want to check the ticket summary can look into the tab and get the details.
What do you dislike about the product?
I think that if the ticket is fresh, users replying to the ticket using their email id do not get considered a customer response; instead, it gets treated as a public note. This sometimes prevents the ticket from automatically reopening, causing it to become stuck in the same status. If it's closed or pending, it will remain in that state, and we will need to take action on it.
What problems is the product solving and how is that benefiting you?
Resolving ticket's, I love using the freshdesk ticketing tool,
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