Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk doing wonders
What do you like best about the product?
The fact that freshdesk turns customers' emails, sms and calls into tickets makes it easier for managers or take records on agents performance. Freshdesk is easy to man and understand, it's not a complicated site. One can also escalate issues on Freshdesk and you can set SLA (service level adherence) by yourself as a company, thanks to FD. It also has a knowledge base section whereby you can save your product information, thus the agent will not struggle while handling customers' queries.
What do you dislike about the product?
Their price should be lowered, it's quite expensive even though they have a free trial when you first join.
What problems is the product solving and how is that benefiting you?
Handling customers' calls and Freshdesk has played a major role in keeping records and call logs.
Escalating complicated issues via Freshdesk to be handled by the relevant team in the company that am working for.
Escalating complicated issues via Freshdesk to be handled by the relevant team in the company that am working for.
Recommendations to others considering the product:
Freshdesk is an amazing platform for an organization especially in Customer service department. It really plays a major role.
Mange various tickets
What do you like best about the product?
Freshdesk is all in all in handling my various online stores and offers me great services for building the strong client relations and to manage the sales and purchasing circle. This is an Omni channel too l and it is associated with so many other application that are opening new ways for me to better communicate with my customers over their queries and opening new ways, about how can I give my clients the real time sales experience.
What do you dislike about the product?
This tool is very amazing about ticket handling but overall when I look upon it as a customer engagement tool. It lacks many features that include the collaboration with other social platforms and this is a major issue as I have to switch to other softwares for responding to my customers’ from my other channels.
What problems is the product solving and how is that benefiting you?
It has proved to be a useful platform for our organization. This tool handles the customers inquires so well that I never could imagine to shift to any other tool, FreshDesk handle the tickets so well and offers good team collaborations as well, so that we can give our customers the quality services.
Recommendations to others considering the product:
This tool is suggested for better handling the large audience and to interact with the stake holders. This software keeps the record of the conversations with the clients that will help you in future for good business understanding.
Nice suite for Customer support
What do you like best about the product?
The simplicity of the suite and how they are linked together. Easy to use and configure.
What do you dislike about the product?
They do not have efficient spam filters so, sometimes, many tickets are created from spam emails. However, you may apply filters to fix this.
What problems is the product solving and how is that benefiting you?
ticketing system for business
Stable, complete suite of softwares
What do you like best about the product?
The software suite has a complete package from live chat, complaints management, internal communication, metrics and review system. The system is also very stable.
What do you dislike about the product?
Calling function could be integrated as well.
What problems is the product solving and how is that benefiting you?
Customer service and internal communication.
Easy way to assist customers
What do you like best about the product?
This application we use to use in Goibibi customer support. The application was quite easy and it has lots of options which really help us in real time
What do you dislike about the product?
There was some lag Issues that time and this application need a good quality of broadband speeds.
What problems is the product solving and how is that benefiting you?
We use this tool to help the customer with there real time issue over call and chat support with this fresh chat tool.
Recommendations to others considering the product:
Yes this tool can be addopt by any other organisation as this application is easy to use and there are a feedback team who always try to takes feedback to improve there tools. Real-time it is very smooth and easy to use tool.
A few of the best tools I use to create a portfolio
What do you like best about the product?
There are actually not many (very few) cases as a web-based program which really cause employees to collapse or block. It works fine every day generally. It works well and is not too complicated, but it is convenient to just use. Most IT personnel can navigate the scheme without contacting the supporting documents about how it can be used. With easy-to-use filters the actual look of the curriculum is extremely good and helps IT customers to show the specific design that is required for all pages. The card view and table view can be selected from their respective advantages.
What do you dislike about the product?
According to the software we can critically highlight that would be extremely useful to allow loading images, especially for quicker and easier shipping, that are not necessary attached to the files, in order to provide a reinforced system support center including the availability of content to check the service offered by a company through email
What problems is the product solving and how is that benefiting you?
It is not used throughout the organization at departmental level only. It is used mainly to monitor user requests as an analytical support structure. Some other system functionalities, such as Knowledge Bases or Forums, have not really been used. It addresses the problem with the business of providing a fantastic tracking system that can easily track any user requirements and allows users or other organizational teams to assign requests. Not only can you track requests here, and that you can often add as well as track note to each request.
Recommendations to others considering the product:
It's suitable for companies that shouldn't be too variable and harder to configure/manage for successful practical and is convenient to use! It would have the opportunity of being operated by the provider because it is a Web-based Cloud solution, so that no systems manager is needed to run and manage this scheme on the database.
A Genie in Support
What do you like best about the product?
The tool layout and also analytics view of the tickets
What do you dislike about the product?
Survey links are not customized to be sent as per requirement
What problems is the product solving and how is that benefiting you?
Resolving customer issues through tickets and helping them to sort out things
Recommendations to others considering the product:
A great tool if you are looking for tickets based services
Makes Client Interaction Amazingly easy
What do you like best about the product?
All the taskbar bar features that make life so so easy for every person having a client interaction.
What do you dislike about the product?
The product is vast. May be there can be instant help pop ups according to the page we are on.
What problems is the product solving and how is that benefiting you?
Freshdesk is used by us to resolve all customer concerns/ issues regarding our platform / product and the tickets and queue management is exactly what we were looking for.
Simple app for a support team
What do you like best about the product?
We searched for the alternative to Desk.com when they were bought by Salesforce. As a small startup, we couldn't afford Salesforce prices, so we really appreciated reasonable pricing and a solid free version of Freshdesk. Later on, we discovered that they offer a set of tools like chat or even CRM. That's a great benefit.
What do you dislike about the product?
Most of the reporting is aimed for large support teams that need to track individual performance. We would love to have more reporting around the cases, sort by client types, countries, etc.
What problems is the product solving and how is that benefiting you?
Client support is a smooth process for us and we constantly receive praise from clients for our great support.
Most reliable customer services tool
What do you like best about the product?
The best thing about Desktop is its amazing features to organize the work. It helps me to categorize the tickets based on urgent tasks, by which it helps us to deal easily with the most important customers. Now I have got rid of complexities as it has provided us a direction of working and helped in better collaboration of team members, each individual has the idea about who is dealing with which particular customers.
What do you dislike about the product?
I have been using Freshdesk for long time but I have not faced any issue. It is going in excellenet ways. It is fully developed platform without any drawback. As compare to other help desk tools it consist of advanced kind of features and functions.
What problems is the product solving and how is that benefiting you?
Above all while handling particular segmentation, one can refer any query to other individual thus we give what our customers deserves, Moreover it has also provided an option to save the repetitive sentences, thus it saves our time and keeps us up to date through constant notification.
Recommendations to others considering the product:
If you are trying to expand your business to online stores then this is what you exactly need. However I will recommend this tool to the all organizations, because it is a beneficial tool for providing best support.
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