Freshdesk
Freshworks Inc.External reviews
3,554 reviews
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Improving our customer response and service
What do you like best about the product?
Very easy to get up and running quickly. Customers and Support engineers find it easy to use, and we have also expanded the service to other areas within our business.
What do you dislike about the product?
Very little. Some of the apps from 3rd parties are a little clunky.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to manage the support service of our Zen solution.
Easy and simple to use ticketing software
What do you like best about the product?
I like the interactive interface of Freshdesk. It has enabled faster collaboration with our customers ensuring quick response time to their issues.
Frehsdesk spports both email suort and phone support. The ability to manage all processes such as merging duplicate tickets, escalation procedure, assigning your self tickets makes it very friendly and fast.
Frehsdesk spports both email suort and phone support. The ability to manage all processes such as merging duplicate tickets, escalation procedure, assigning your self tickets makes it very friendly and fast.
What do you dislike about the product?
Currently, it's saving our company a great deal; hence I may not have any dislikes.
What problems is the product solving and how is that benefiting you?
We use it to fasten our responses to customers. We use to reply to both live chat and email tickets. Currently, we are using it to manage the Covid-19 vaccination and inquiries; hence it has given our customers a quicker touch and fast response.
Recommendations to others considering the product:
I can highly recommend this software as a quicker solution to reply to customer emails with ease.
Freshdesk The Game Changer Help Desk!
What do you like best about the product?
I like that the setup process is simple and fast. I like that once I specify my order and workflow Freshdesk automatically manages my tickets. I like that I am able to customize tickets, this helps me work fast, efficient, and more strategic. I love that the support team is always ready and available to help. I love the notification feature, that lets me know when the tickets I have handled have been responded to. I love that tickets can be assigned to specific agents based on their skills. I love that I am able to see when another agent is viewing or working on a ticket, which helps me save on time and makes me fast and efficient. I love that I am able to leave and receive private notes, especially on escalated tickets. I love that I am able to close multiple duplicate tickets at once.
What do you dislike about the product?
I don't like that customers can create multiple duplicate tickets that have to be physically closed.
What problems is the product solving and how is that benefiting you?
I am able to help travelling customers into and out of the UK take covid tests that help to flatten the curve by ensuring safe travels and movement ofpeople.
I am able to work remotely and make a living at the comfort of my home ensuring I am safe and my family is also safe and protected from contracting Covid-19.
I am able to work remotely and make a living at the comfort of my home ensuring I am safe and my family is also safe and protected from contracting Covid-19.
Recommendations to others considering the product:
Freshdesk is the go-to helpdesk for customer support agents and companies and businesses that are geared towards collaborative ticketing and artificial intelligence that delivers the best customer experience.
Great mid budget help desk solution
What do you like best about the product?
Ease of use and low overall price make it a great product for me
What do you dislike about the product?
upper pricing tiers are quite expensive for multiple agents
What problems is the product solving and how is that benefiting you?
we run our helpdesk
Best Customer Support Software
What do you like best about the product?
We love Reports, Workflows and Agent Productivity. We also love the support from Freshdesk team - proactive health check or complaint. They always ensure we are making good use of the software.
What do you dislike about the product?
We dislike Proactive Outreach (Email). We wish to use this feature, but it does not meet our expectations
What problems is the product solving and how is that benefiting you?
Our customer incident management, request fulfillment, ticket prioritization, escalation/ violations, as well as reports
Great Help desk Product
What do you like best about the product?
The overall ease of use. Even if you have never used a Help Desk before you would still be able to navigate FreshDesk with ease. So many applications have such convoluted ways of getting from point A to point B. With FreshDesk the menu's are very well labelled and navigation is simple. It's not hard to find what you're looking for.
What do you dislike about the product?
I honestly don't have very many dislikes. But one enhancement I can think of is the ability to un-merge tickets. I've had cases where I merge a ticket only to find they're two separate issues that just appeared to be related and identical. From my digging around I found there is no way to split the tickets back out again.
What problems is the product solving and how is that benefiting you?
End user break fixes are outlr primary use for the product. General PC issues, application issues, etc. I find that having everything documented in one location makes it super easy to reference previous issues that are alike.
Review Freshdesk
What do you like best about the product?
intuitive layout, easy to use, support in Portuguese, competent team.
What do you dislike about the product?
In my opinion, there is nothing I don't like.
What problems is the product solving and how is that benefiting you?
Disorganization of the company, increased customer experience.
Recommendations to others considering the product:
It is a great product for those who want to have top-notch support and bring a positive experience to their customer.
Great system: changed out ways of working!
What do you like best about the product?
How easy it is to use and how we have adapted our whole way of working and workload management.
What do you dislike about the product?
Nothing much to add here, overall we're really happy with the service and experience
What problems is the product solving and how is that benefiting you?
We had a issues with managing workload from an inbox, this has solved those problems
Resolve Queries, Tickets Easily With Freshdesk
What do you like best about the product?
Simple user interface. Easy to create tickets and resolve tickets. Best customer support system which can be integrated with your software, store etc. Client onboarding process is easy and you can also integrate with your social media and it will give instant response to visitors, users. You can sort tickets by newest to oldest. You can easily filter open tickets, closed tickets which will save your time. You can manage your account from both desktop and mobile application. It helps to provide customers a better experience in the name of support. You can attach files to the tickets for better resolution to customers. You can create surveys for customers to rate about your support.
What do you dislike about the product?
Nothing such points to dislike. It has lots of features which make it perfect.
What problems is the product solving and how is that benefiting you?
I have used this software to resolve tickets created by customers. It also shows priority level of tickets through which it is possible to resolve high priority cases first. At Delhivery we check shipment queries, escalations , CPD Shipment delays and many more through this software and provide customers fast resolutions to improve our quality of business.
Recommendations to others considering the product:
I will recommend this software to businesses to provide customer support which will keep good impacts on customers. You can try 21 Days free trail to check features and then you can go for paid subscriptions.
Very good customer support software
What do you like best about the product?
I like the instant ticket creation and instant reply with the ticket number. This is a best software used for CRM solutions.
What do you dislike about the product?
There is no predefined SLA made mandatory. They need to make this as mandatory so that SLA is followed strictly.
What problems is the product solving and how is that benefiting you?
Customer resolution, ticket tracking , issue tracking etc.
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