Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
Best CRM tool with lots of integrations available.
What do you like best about the product?
I especially like the Freddy Copilot feature, one of the best integration. I also got a chance to try the CSAT Versioning and maintain survey version.
What do you dislike about the product?
Certain fields were made mandatory in contact creation, yes its needed but gets hectic on certain lead generations.
What problems is the product solving and how is that benefiting you?
We are providing support to clients by tickets raised from external tools and also from calls and emails, and we respond to them with a relevant solution.
We love FreshDesk
What do you like best about the product?
Freshdesk was easy for our team to configure with pre-built options to link to existing business solutions (QuickBooks, Mail Chimp, Survey Monkey, and Jira).
What do you dislike about the product?
There is nothing at this time I would change.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to manage all of our incoming service tickets. In addition, we track all customer requested changes to their account via FreshDesk which provides additional change management controls and helps us comply with our audit requirements. We use FAQ posts for our internal and external audiences. In addition, since our software solution is used by our customer's customers, we leverage public FAQ articles to support their needs.
Freshdesk linked to Power Bi
What do you like best about the product?
Fresh desk is a user friendly platform to use
What do you dislike about the product?
Nothing as of now to comment as i am liking everything
What problems is the product solving and how is that benefiting you?
Handling customer communication is too easy and user report is fab.
One of the best online cloud based customer support software
What do you like best about the product?
It is a comprehensive helpdesk for exceptional customer service. It lets you streamline your company's customer support using the customer service software and helps you manage your customers as you scale efficiently. It has many intelligent, automated features like chatbots, etc, which reduces a lot of manual efforts while providing support to the customers.
What do you dislike about the product?
Freshdesk is a big software, so it is full of features which sometimes makes its UI a bit difficult to understand. It should also provide a few coach marks for some of its features to assist new users.
What problems is the product solving and how is that benefiting you?
We have automated all our customer support replies using Freshdesk. It has reduced our manual efforts tremendously and has helped our customer support team to utilize their time in solving the customer queries in a better and efficient way.
Very helpfull - easy to use platform
What do you like best about the product?
Canned responses to send to clients for applications
What do you dislike about the product?
Receiving emails at times can take a while, or tracking via email
What problems is the product solving and how is that benefiting you?
Payments received
Applications
General Queries
Applications
General Queries
Freshdesk Review
What do you like best about the product?
Easy to use interface with interactive features
What do you dislike about the product?
Not enough options to control items within each ticket
What problems is the product solving and how is that benefiting you?
We are solving software related problems; the biggest benefit is it integrates well with Jira
Great tool to manage your customer support
What do you like best about the product?
The ease of creating automations saves us a lot of time and helps us maintain a high quality of management
What do you dislike about the product?
For some time we have been trying to generate reports that allow us to measure performance by agents, they have many reports but, at least in our current plan, none to measure the volume and quality of care comparing by agent
What problems is the product solving and how is that benefiting you?
We are an insurance broker and thanks to fresdesk we can manage our clients' requests and manage them with each insurer in a fast and efficient way.
Recommendations to others considering the product:
To use it!
FD is very interactive and fast pace environment for delivery schedule/reschedule matter.
What do you like best about the product?
The status change, required time to resolve a ticket, adding internal notes and easy to follow up.
What do you dislike about the product?
Cannot trace to see whether the email/ticket has been sent or bounced back.
What problems is the product solving and how is that benefiting you?
Schedule/Reschedule delivery, reply to customer inquiries, resolve intern departmental matters
Amazing Helpdesk Platform
What do you like best about the product?
We've been using Freshdesk for over 8 years, and honestly, it just works. From the free tier to the paid plans Garden etc. Depending on what you require in terms of reporting and analytics, you choose your plan accordingly but real a class product with good support.
What do you dislike about the product?
In the past, it was missing lots of cross-app integration, but they closed that gap slowly. Also there arent fast ways to delete spam mail or mail flood in the helpdesk
What problems is the product solving and how is that benefiting you?
Ticket logging and escalation. Ticket priority and SLA's. Custom FAQs for repeat ticket types. This has simplified the IT ticket logging process and helped uses resolve some of their own issues.
Great tool to support customer reqeustes
What do you like best about the product?
1. Simple interface
2. Swift response
3. Excellent analytics
4. Direct URL to specific issue
2. Swift response
3. Excellent analytics
4. Direct URL to specific issue
What do you dislike about the product?
No multicolumn support for additional fields
What problems is the product solving and how is that benefiting you?
I am solving and reviewing technical and business requests from my customers.
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