Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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External reviews are not included in the AWS star rating for the product.
Superb service with unbelievable value for money
What do you like best about the product?
It's quite unbelievable the level of funcitonality and service offered by Freshdesk. It transformed our customer service department. When originally looking for a provider, I was being quoted £4-6k per year... and Freshdesk was free!!?!
Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have many).
Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have many).
What do you dislike about the product?
It doesn't connect with your Instagram chat, which is a bit annoying
What problems is the product solving and how is that benefiting you?
Freshdesk makes the challenge of team management much easier, as everyone can what everyone else is working on.
A great platform for managing customer queries in a team!
What do you like best about the product?
The ease of use, ease of collaboration and the canned response tools that have completeley revolutionised our customer service
What do you dislike about the product?
Attachments (images, pdf's) sometimes don't get delivered - which can create friction with customers and force us to send these outside of Freshdesk
What problems is the product solving and how is that benefiting you?
It helps us gather all customer communication in one place and manage requests between different staff members so our customers don't have to wait even if the person they've been dealing with is away on holiday.
Organizing and simplifying everyday work has never been so easy
What do you like best about the product?
Customers' problems, concerns and necessary documents can always be found in one place. The possibilities are endless and the time savings are insane. All the necessary emails can be conveniently linked together, and with the help of keywords and reminders it is easy to stay on time.
What do you dislike about the product?
To-dos are one of the most convenient things at freshdesk, but from time to time it would also be necessary to format it for a colleague. Unfortunately, this cannot be done.
What problems is the product solving and how is that benefiting you?
Order related questions, package tracking, warranty issues.
Freshdesk Review
What do you like best about the product?
1.Easy to manage and view tickets.
2.Great for employess to add notes about customers which the whole company can see.
3.I love the feature where you can forward an email to freshdesk and it instantly populates a ticket.
4. A great feature a like is " Analytics" to see how everyone is performing
5. A good scheduling feature which is simple to use
2.Great for employess to add notes about customers which the whole company can see.
3.I love the feature where you can forward an email to freshdesk and it instantly populates a ticket.
4. A great feature a like is " Analytics" to see how everyone is performing
5. A good scheduling feature which is simple to use
What do you dislike about the product?
1. Very difficult to upload a new email signature in the profile
What problems is the product solving and how is that benefiting you?
Freshdesk helps our company manage support tickets, book in work and manage the engineers via the schedule.
It also solves our problems with transparency as we can see the emails between employees and customers so we are always in the loop.
It also solves our problems with transparency as we can see the emails between employees and customers so we are always in the loop.
FreshDesk is a superb ticketing Tool, could be better. Their support is better than the product.
What do you like best about the product?
Ease of use. Ease of Implementation. Customer Support. Ease of Integration.
Focus on AI features.
Focus on AI features.
What do you dislike about the product?
Management of Rules. Management of Automatic Emails. Management of Canned responses.
What problems is the product solving and how is that benefiting you?
Over 10 departments now included in the usage of FreshDesk.
One system to manage all support, accounts, sales and retention tickets.
One system to manage all support, accounts, sales and retention tickets.
The Freshdesk Experience
What do you like best about the product?
I like using Freshdesk because it is easy to use and navigation is really not a hard thing to learn, even for a beginner. Filtering data is a breeze and there's so many filtering options to choose from and also looking up related tickets is easy, just like when you're searching a topic in Google. What I love most with all the features is the Legacy Reports because it enables me to quickly search all the tickets I want to find.
What do you dislike about the product?
They've announced that they are going to replace the Legacy Reports tab with Analytics which makes me sad. I'm having a blast using that function and some of the features in Legacy Reports aren't yet available in Analytics.
What problems is the product solving and how is that benefiting you?
Categorizing customer complaints and searching related issues for me to get information from past tickets that I can use to resolve current issues.
A simple yet well-crafted software for handling ticketing, calls and chat needs.
What do you like best about the product?
How the calling, ticketing and chat features merge into one
What do you dislike about the product?
Need to expand their reach more to African countries
What problems is the product solving and how is that benefiting you?
Connecting whatsapp, connecting SMS api.
Overall the best support tool there is!!
What do you like best about the product?
It is extremley easy to set up and get started. You don't need any coding skill to get started with your tickets, chat or knowlegde base. But if you do want to make things a lot more customisable, you can! That's what I love about Freshdesk.
What do you dislike about the product?
The analytics are super useful but not as easy to navigate in as the rest of the platform. Although I have to say it has been improved a lot over time.
What problems is the product solving and how is that benefiting you?
It reduces the resolution time of our tickets and this helps us keep our customers happy and up to speed in the platform.
Freshdesk review in our support dep.
What do you like best about the product?
I appreciate Freshdesk for its user-friendly interface, which we found to be particularly clear for our support agents. We opted for Freshdesk as our primary tool due to its swift and transparent implementation, even in the face of the intricate workflow we needed. The reporting tool stood out to me, offering simplicity in generating requested reports and facilitating scheduled dispatch. Another aspect I value is its seamless integration with our other company tools, enabling the sharing of valuable data across different departments.
What do you dislike about the product?
We do encounter limits to the tool so we have to send out a feature request to the customer succes manager. It has some limits on things we would like to report on so we then have to come up with a work around.
What problems is the product solving and how is that benefiting you?
The previous tool that we used was for us to limiting as we we're growing from a start-up to a scale-up company. Freshdesk provided the solutions we needed to be able to grow with the company.
Easy and very intuitive support desk for smaller teams
What do you like best about the product?
It is very easy to use, yet it is possibile to configure a lot. We are using the portal and the forward e-mail adress for example. Users very rapidly adapt to the use of a ticketing system. They are happy to check their status of the their tickets their the portal which is easiy managable through our sharepoint environment.
What do you dislike about the product?
It is hard to communicate with other ticketing systems. Tickets get created and are hard to follow up.
What problems is the product solving and how is that benefiting you?
Efficiency - don't have to check teams messages, mails, etc to see if someone has a problem
Structure - i can see the work of my colleague
Collaboration - we can use freshdesk to work together
Structure - i can see the work of my colleague
Collaboration - we can use freshdesk to work together
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