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.
Essential tool in my daily work.
What do you like best about the product?
FreshDesk is a good support plan which allows for effective customer service. Using this particular tool to process claims might be gratifying. It was simple to control and tackle all complaints. We owe the success of ours to a huge level. It's easier to track old and new claims and resolve them well before they're finalised. It's become a helpful platform for building good customer relationships.
What do you dislike about the product?
It's a software program which enables you to provide customer service, it's a top quality, flexible service which is going to solve some difficulties in a relatively short period.
What problems is the product solving and how is that benefiting you?
Freshdesk assures good quality of service and customer service management is happy and also surprised with this particular device. The UI of this device is very easy to adapt and very simple to learn. It's fascinating that every individual criticism may be accompanied by info that is relevant and forwarded to the next relevant person or department in control of the business. I actually love the service it provides.
Recommendations to others considering the product:
This has strengthened cooperation. Because of effective functioning, we're able to communicate with the customers of ours without problems. It may be said it's a tool to offer services at an affordable cost.
Great Product- Highly Recomend
What do you like best about the product?
This platform is mature and extremely user friendly. We have recently switched from another support platform and we have had glowing reviews from customers for the user experience. We also have great internal reviews. It was easy to learn and easy to configure. The FreshWorks platform has many features that could be helpful for any business needing this kind of service.
What do you dislike about the product?
I wish they had a better knowledge base.
What problems is the product solving and how is that benefiting you?
Analytics and user experience are way better than a competitor!
Another great app for helpdesk
What do you like best about the product?
Great to handle support through email and awesome response
What do you dislike about the product?
The costumer portal lacks of more information
What problems is the product solving and how is that benefiting you?
IT problems and give support both teammates and clients
Recommendations to others considering the product:
Popular help desk software solutions on the market.
An excellent system which supports your customers.
What do you like best about the product?
The app evolves quite well. It is intuitive and easy to use that lets its consumers accomplish all sorts of activities without having to learn in depth any of its features. Watching any demand they make is especially helpful, using tokens to enable each event to be checked in better specifics including client history and helping to decide the agent who he is ideally suited to fix each issue.
What do you dislike about the product?
Monitoring isn't very good, because you prob won't have the amount of reports you'd like to have even if they provide some freshdesk-type apps, there's scope for enhancing this monitoring system's improved application.
What problems is the product solving and how is that benefiting you?
We had a major problem in the business where I work, valuing complaints and client issues that needed to be addressed as quickly as possible. Along the process these have been overlooked as the scope has risen and we have been wasting time locating them between the lists. This dilemma has gone down in history with the aid of freshdesk, as it helps us to arrange the tickets that are most relevant for us to fix and keep them right on the board so as not to lose track of them in the operation.
Recommendations to others considering the product:
It is a program which will make you enjoy that from the very first time you use it, the functionality of its features, the ease of its apps, the intensity of its software reaction.
A business ticketing solution and more
What do you like best about the product?
The information it provides from each user is very useful as it keeps abreast of data of interest which help the agent to have a better understanding of the client. The ability to prioritize tickets depending on whether they come to say from a specific department or customers who need to be served immediately allows team members to work with a dynamic required by application requirements or software they're working with. The robustness of its functions makes it a tool of great flexibility and management.
What do you dislike about the product?
The documentation is a bit advanced and difficult to digest even for advanced users so it is necessary to read carefully in order to understand correctly the instructions to follow. Very little customization place in different parts of the app as in color editing and layouts which would be of great help for users who need to work in a specific way to be more productive day after day. Reporting falls short on metrics that would give significant value to the performance analysis of a certain point of interest of the company.
What problems is the product solving and how is that benefiting you?
The main benefit is that all our ticket section is backed up in the cloud, the customer support analysis data can be accessed from the company's business accounts and finally, the embedded marketing solutions of Freshdesk makes it possible to create marketing paths like email marketing, SEO, etc.
Recommendations to others considering the product:
Although is the first support software that I've used, I recommend it because it offers complete features in the dealing of customer support for your services and its automation. I think that it can be the ideal solution to avoid using an email inbox to handle your clients' problems, avoiding spam and missing emails.
Most reliable and efficient CRM
What do you like best about the product?
This unique tool has a bundle of features that helps in managing my contacts at one place as I have dozens of contacts in my list so I can easily manage each one of them through it. Moving ahead this system has a variety of features that helps in keeping check on all my sales processes and also I can even check my websites through it. This tool has the best interface which can easily customize and also it helps me to work even at home through its mobile application.
What do you dislike about the product?
For me there is nothing to objectify in this product. All the features are quite useful and also manageable for anybody. It is going on the right direction. I have no major complaint against this efficient tool.
What problems is the product solving and how is that benefiting you?
This product is highly efficient in tracking all my sales processes in order to keep a record of all the profits and loss in just one place. Apart from that it assures that all the needs and demands of my clients and customers are satisfied or not. Moving forward this initiative product helps me in maintaining a check and balance on my phone calls and also assures my social media management as well. Therefore, from my perspective this application is really good if anybody wants such a useful helper in their surroundings.
Recommendations to others considering the product:
A best background application that doesn’t affect the working of your system and always comes up with an amazing solution. This software has the ability to create useful profiles for my company and also to make a beautiful contact list that helps me in various ways.
World’s leading CRM
What do you like best about the product?
Freshdesk is a leading customer support software because it assures the customer relationship management in the best way. Moreover, this application has certain useful features that increase my productivity of work in terms of managing all my clients and customers in a unique way without any difficulty. Apart from this it has certain features that are beneficial in terms of increasing my sales by different ways.
What do you dislike about the product?
It is always a good solution for all those companies that require an affordable CRM that also matches their terms and conditions. So, it is flexible enough for every type of company whether it’s B2B or B2C because of its amazing features.
What problems is the product solving and how is that benefiting you?
I can easily manage my sales pipeline through it, which is wonderful enough to make me engage in everyday sales outcomes. I can easily interact with my customers through its variety of channels that are creating a beneficial environment around me. Moving ahead it has certain features to support me with my controlling system by tracking all my deals in a regular manner.
Recommendations to others considering the product:
It is a good recommendation for any sort of company where there is less resource as well because of it is free cost nature. Also, it’s indeed the best CRM these days.
High efficiency and performance for a customer support system
What do you like best about the product?
First of all its user interface is well friendly, easy navigation, user controls easy to view which helps to perform all kinds of tasks necessary to deliver a responsive and quality service to all the customers of your business. Tracking tickets throughout the entire process is one of the advantages offered by freshdesk which provides an open communication channel at all times with the client with the possibility of redirecting the client to an agent who is better trained and thus being able to provide a more personalized experience with a high level of efficiency
What do you dislike about the product?
When it comes to reporting it does not provide important metrics that you would like to perform a correct analysis of operation within your workflow so it is necessary to implement more options within the report to have a more detailed insight of points of interest to you and your team.
What problems is the product solving and how is that benefiting you?
Ticket status tracking was always a problem with the software my company used before, I didn't have a clear and easy way to prioritize them so there was endless requests which were very difficult to know which were higher importance compared to others, thanks to Freshdesk this was in the past due to its effective management of its ticket system which provides the possibility to better structure your workspace and thus work in a much more organized way causing the productivity of an entire team to be substantially increased
Recommendations to others considering the product:
The simplicity of its functions at the same time of the possibility to configure them as complex as it is necessary will make you do not want to work with any other type of customer software, it's balanced structuring of functions, response of it's tools and their powerful range of features ensure that all customers who are served under Freshdesk control end up receiving a quality service, highly personalized and with the minimum possible delay, all under a single platform.
Seamless handling of customer support tickets
What do you like best about the product?
The product is easily adaptable to any company’s needs. You can easily share customer tickets with other employees without losing any information along the way. Everything all in one place. It’s easy to start to learn what questions are frequently asked and then take steps to add this information to your website. The reminders help make sure you don’t forget about a customer response and also keep things on track for quick responses and happy customers.
What do you dislike about the product?
I dont like the way it shows sent emails - id rather send from my own mail app with my email signature. I think that there should also be a way to categorize incoming tickets and then have said categories be linked to certain employees in appropriate departments who can handle specific types of questions.
What problems is the product solving and how is that benefiting you?
Learning where we need to add to our FAQ sections. Having all of the tickets liked to a support page helps up update necessary information as we realize it’s importance to customers.
We also are learning about our normal time spent before responding to customers. It’s easy to forget about a response, or realize that it has been a few hours since responding when you are using other systems or even your own email, but with Freshdesk, there is a clear indicator of how long it has been since the last response and it tells you when your next response is due.
We also are learning about our normal time spent before responding to customers. It’s easy to forget about a response, or realize that it has been a few hours since responding when you are using other systems or even your own email, but with Freshdesk, there is a clear indicator of how long it has been since the last response and it tells you when your next response is due.
Recommendations to others considering the product:
Realt a great option for those looking to improve their website in addition to their customer support.
Freshdesk
What do you like best about the product?
I believe Freshdesk is one of the better Help Desk software's I have used. It is extremely easy to use and very customizable to fit your teams needs. Customer service is fantastic and very reliable. They offer a chat feature to easily be able to get in touch with support and they will walk you through any issue at hand. Interface is very easy on the easy and easy to navigate as well.
What do you dislike about the product?
Some features such as employee offboarding still need some work. Would have been nice to work the kinks out before rolling out the product but what can you do. The feature needs to be able to notify others beyond HR and IT such as Payroll etc etc. They need to be added to other systems beyond the two that are allowed. I think this was something that was overlooked but apparently is being worked one.
What problems is the product solving and how is that benefiting you?
We use fresh service for everything. Onboarding, Offboarding, Ticketing, and Inventory. It is nice to be able to centralize these things into one software so you do not have to go back and forth. An employee is terminated you can set tasks to make sure nothing is missed and switch from the ticket view to the inventory view and update accordingly. We currently use this as an internal product utilizing both email tickets and the portal and users have no complaints about the ease of submitting tickets using the system at hand.
Recommendations to others considering the product:
Give Freshdesk a shot I believe you will be pleasantly surprised!
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