Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Very efficient and best support solution platform
What do you like best about the product?
Very easy to use platform and it help user to generate tickets track emails. Also it can be integrated with social media platforms as well.
What do you dislike about the product?
Response time is very long and also there are end no. of features for which user pays but doesn't use.
What problems is the product solving and how is that benefiting you?
Customers can easily raise their issues and get the solution. We can directly interact with clients .
The best support solution
What do you like best about the product?
It has a built-in phone system that helps clients to communicate with agents.
The integration with social media platforms helps keep up with the news around the world.
It has very detailed reporting.
It is very easy to use.
You can track your emails.
You can merge and route tickets.
The interface for both clients and agents is so easy to use.
Chat functionality is one of the most impressive features.
The integration with social media platforms helps keep up with the news around the world.
It has very detailed reporting.
It is very easy to use.
You can track your emails.
You can merge and route tickets.
The interface for both clients and agents is so easy to use.
Chat functionality is one of the most impressive features.
What do you dislike about the product?
The process of formatting emails is tedious.
There are not enough fonts to choose from in the email templates.
There are some features that we pay for and do not use. There should be a way you can choose what you want and are willing to pay for.
There are not enough fonts to choose from in the email templates.
There are some features that we pay for and do not use. There should be a way you can choose what you want and are willing to pay for.
What problems is the product solving and how is that benefiting you?
We have easier communications with our agents.
Customers can now easily get the help they need and the answers they want.
We can keep up with the news on the same platform we work.
We can easily manage projects.
Improves agent performance by offering different help desk metrics
Customers can now easily get the help they need and the answers they want.
We can keep up with the news on the same platform we work.
We can easily manage projects.
Improves agent performance by offering different help desk metrics
Recommendations to others considering the product:
If your company is looking to make the work of their clients and agents so much easy, have a platform that integrates with social media platforms to be informed with the trends and make easier for customers to reach out, then go for Freshdesk. I highly recommend this platform for any company, big or small.
Does the job very well
What do you like best about the product?
Freshdesk is easy-to-use and the software is intuitive enough for the new agents to pick up soon. I specifically like the productivity-boosting features such as canned responses, templates, and so on.
What do you dislike about the product?
Nothing much actually; the product certainly does the job well. I would love to have more operational metrics in the dashboard.
What problems is the product solving and how is that benefiting you?
Freshdesk is our customer support portal for all our customers. The entire support cycle is managed in this product; the product also provides a knowledge base to manage & share the product help documentation with users.
This is a fantastic tool for process management!
What do you like best about the product?
Freshdesk is an agile, easy tool to manage service tickets. Since the implementation in our company, the management of tickets reached another level. The ability of creating specific agents with specific groups and reach points made the categorization of the tickets really easy, and the process became much more intuitive and efficient. I can say that our customers are much more satisfied with the response time and the information workflow now.
What do you dislike about the product?
This is a tough question because there is nothing I really dislike on Fresdesk! I would like having more reports on what we do with the tool, the ability to create custom reports that bring more useful management information. So that they would be really useful, since one of the main reasons to adopt a Freshdesk was to have more intelligence and insights on the operation and identify needs that may improve our processes. I could say that the interface could use a little polish, but even that is an overstatement.
In a nutshell, I love it!
In a nutshell, I love it!
What problems is the product solving and how is that benefiting you?
I don't have any problems currently. Amazing benefits of using the tool are:
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
Recommendations to others considering the product:
I would definitely recommend at least a trial of Freshdesk; it is really easy to setup and use, and the benefits of using it greatly exceed the expectations.
Ticks all of the boxes
What do you like best about the product?
Clean, easy to use interface. Uncomplicated and a lot of functionality, even in the free plan.
What do you dislike about the product?
Nothing. I only have good things to say about Freshdesk.
What problems is the product solving and how is that benefiting you?
We needed a reliable and easy to use help desk platform for our staff to be able to communicate with customers and vice versa. Freshdesk ticks all of the boxes.
Great tool and support
What do you like best about the product?
Easy to implement and the app is good too.
What do you dislike about the product?
When a customer opens a ticket via email, they don't get an acknowledgement that is was created
What problems is the product solving and how is that benefiting you?
Keeping support issues and projects in one place is helpful - this company used to run everything by email
Frankly, the best-designed platform!
What do you like best about the product?
Freshdesk is really very easy to get started with. In 3 weeks, we are fully onboarded into a production space that meets our needs and according to our processes. It is by far the most user-friendly I have had to use so far.
What do you dislike about the product?
There isn't really any aspect that I dislike much; the tool is full of useful features and is available at a reasonable price. However, the bot takes a bit longer to deploy and is less intuitive than the rest. A minimum understanding of programming languages is necessary for this.
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to have an omnichannel view of my tickets. Moreover, automation allows me to gain productivity: automated processes, so more time to manage other topics!
Recommendations to others considering the product:
Before using Freshdesk, I recommend taking the quick training courses on Freshworks Academy. This is the method that allowed me to become quickly operational with the tool.
A good product with a lot of features
What do you like best about the product?
The tool is very user friendly and quite easy to set up.
What do you dislike about the product?
There is too much updates and it's hard to keep track.
What problems is the product solving and how is that benefiting you?
I solved a lot of customer issues thanks to Freshdesk, my costumers are happier and I can work with more confidence.
Recommendations to others considering the product:
You should go for it.
Great tool - wish we’d unlocked its full capacity
What do you like best about the product?
1. The ability to seamless interstate with our internal processes, from our calling system, to our backend, slack and WhatsApp
2. Features to create canned responses saving time and increasing our speed of communication with our clients
3. Ability to set, track and monitor SLAs not only through automated rules but downloadable data
4. Quick support from the customer support team at Freshworks
2. Features to create canned responses saving time and increasing our speed of communication with our clients
3. Ability to set, track and monitor SLAs not only through automated rules but downloadable data
4. Quick support from the customer support team at Freshworks
What do you dislike about the product?
Automated rules breaking and filtering messages incorreactlg.
What problems is the product solving and how is that benefiting you?
- Faster response times
- Scheduling of workflows and priorities
- Increased headspace for our teams
- Scheduling of workflows and priorities
- Increased headspace for our teams
Freshdesk Review
What do you like best about the product?
- Ease of Use,
- Almost negligible training/onboarding is required to use the application,
- High reliability
- Overall simple and convenient
- Almost negligible training/onboarding is required to use the application,
- High reliability
- Overall simple and convenient
What do you dislike about the product?
Some usability features are not well thought through, logic appears to be missing.
Simple or even bugs like Feature Requests not seeing the light of the day.
Simple or even bugs like Feature Requests not seeing the light of the day.
What problems is the product solving and how is that benefiting you?
Using it as a CRM ticketing tool.
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