Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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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.
Best CRM you can ever get
What do you like best about the product?
The best part about Freshdesk for me is the seamless integration with other tools we use in the organization, proper record maintenance of everything and help keep a track
What do you dislike about the product?
it can be more intuitive, and some features like calling integration can also be helpful, and this could become an all in one suite for customer relationship management
What problems is the product solving and how is that benefiting you?
Seamless team management, the easiest way to manage all the emails and tickets, and easy assigning of tasks across the team has been the best part about freshddesk.
Awesome tool, excellent free version as well
What do you like best about the product?
The ease of use makes it one of the best software I've used to manage support.
The free version offers enough bandwidth to run complex operations with ease.
The support provided by their team is quite good too.
The free version offers enough bandwidth to run complex operations with ease.
The support provided by their team is quite good too.
What do you dislike about the product?
The layout to show the conversation thread could be optimized.
The client usually doesn't understand the diff b/w adding a Public Note vs replying as there isn't enough clarity when replying from the nbox instead of the dashboard.
The client usually doesn't understand the diff b/w adding a Public Note vs replying as there isn't enough clarity when replying from the nbox instead of the dashboard.
What problems is the product solving and how is that benefiting you?
We use it to solve almost all support problems.
Freshdesk is where all the grievance redressal is done, users are free to create tickets and we rely on this tool for a majority of our support work.
Freshdesk is where all the grievance redressal is done, users are free to create tickets and we rely on this tool for a majority of our support work.
system needs to be modified more
What do you like best about the product?
It is helpful for better communication and understanding
What do you dislike about the product?
need more modification and automization of system
What problems is the product solving and how is that benefiting you?
customer ticket resolution
it is very use ful
What do you like best about the product?
Timeline of ticket status and quick resolution to customer
What do you dislike about the product?
nothing every thing is fine nothing every thing is fine
What problems is the product solving and how is that benefiting you?
we solve customer problems via freshdesk, and it helps us to solve the customer problem in timely manner
Recommendations to others considering the product:
Timeline of ticket status
Best customer service platform
What do you like best about the product?
Among all features, the ticketing system is unique.
That’s what I like the most.
That’s what I like the most.
What do you dislike about the product?
The system could improve the speed and accuracy of topic auto-categorization.
What problems is the product solving and how is that benefiting you?
Solved turn around time for the responding to query
Recommendations to others considering the product:
The agent's workflows are automated to save time when attending to customers
Freshdesk is the Best Customer Support
What do you like best about the product?
Consolidated way to put the Solution Articles for our customers.
What do you dislike about the product?
Constraints in Dashboard Queues, Constraints in Priority.
What problems is the product solving and how is that benefiting you?
Customer Queries handling. Best Customer Service with CRM tool.
FreshDesk makes issue resolution for larger organizations simple
What do you like best about the product?
I like that there are several paths that you can set up inside of your organization. We have ours set up to communicate with the right department for each situation. For example, if any of our employees have training improvement suggestions agents can send them directly to my department. Or, if they have technical issues with our software, they can communicate directly with our IT department, or payroll issues go directly to our HR / Payroll departments. It's a great way to keep organized and the right people communicated to. There is an automatic due date assigned to each ticket which allows our agents to know that their issues will be resolved within a set timeframe, and it keeps our teams accountable for resolving the problems.
What do you dislike about the product?
We always recieve emails for each department that we are assigned to as leadership so sometimes my inbox can become convoluted. I set up filters to have these skip my emails, but sometimes they slip through the filter.
What problems is the product solving and how is that benefiting you?
I haven't noticed any real issues. It's simple software, so I've enjoyed the simplicity of the product, and the benefits I see are that it keeps our leadership accountable for resolving problems.
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