Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Robust software, great for any size business
What do you like best about the product?
Freshdesk and the Freshworks suite are powerful! Boasting many features to help you keep up to date with customer communication and empower your employees to do their best work, this software works for a smaller businesses with small teams but could easily scale to a large operation. As someone who is in this software for 8+hrs per day I find it easy and intuitive to use. As a small business we aren't using it to it's full capacity, but have plans to expand our email/social media support to chat and beyond with Freshdesk.
What do you dislike about the product?
At the capacity to which I use Freshdesk I have yet to see any issues.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it very easy to manage emails and social media messages from customers.
FreshDesk is a Top-Tier Ticketing Platform
What do you like best about the product?
The seamless ability to handle all our Customer Support-related tickets and procedures. FreshDesk is a comprehensive way to manage our inquiries and interact with our customers. FreshDesk also offers excellent additional features such as automation for a much more streamlined organization of tickets.
What do you dislike about the product?
The biggest downside to us as a company was the recent removal of integration with the Twitter/X platform. FreshDesk was a wonderful way to facilitate responses through this social media platform, so losing the ability to integrate with it is understandable due to Twitter/X's recent changes, but also a shame for us.
What problems is the product solving and how is that benefiting you?
Communication with your customers is a never-ending challenge for any business. FreshDesk drastically improved our ability to do so as compared to our previous ticketing platform. The benefit of this is greatly heightened customer relationships and streamlined processes for all our agents.
Excellent Helpdesk Software
What do you like best about the product?
It's very easy to use, configure and customize.
What do you dislike about the product?
Some features that its most advertised are available only on the higher plans, and the price difference between them is high.
The Pro plan costs more than double of the Growth plan, and if you are going to pay monthly, it triples.
The Pro plan costs more than double of the Growth plan, and if you are going to pay monthly, it triples.
What problems is the product solving and how is that benefiting you?
It has a very good knowledge base, with widget integration and ticketing system.
Couldn't Do My Job Without It!
What do you like best about the product?
Freshdesk helps organize all of our incoming emails for Customer Service across many email addresses. The team can all see who is working on what and what needs to be done. As the manager, I have oversight of it all.
What do you dislike about the product?
Freshdesk has its own ways of doing things, but once you learn them, it's not bad.
What problems is the product solving and how is that benefiting you?
Managing customer communication. We can reply to customers timely and see when we are falling short.
Amazing and simple use
What do you like best about the product?
It is a platform that helps you keep your company's tickets in order.
The part of being able to have pre-recorded answers has simplified my daily tasks, I like it a lot.
The part of being able to have pre-recorded answers has simplified my daily tasks, I like it a lot.
What do you dislike about the product?
In order to access certain functions you must purchase the more specialized levels, although in general the basics are included in the program for free.
Depending on your needs are the packages that you can purchase, even if it means spending a little more money.
Depending on your needs are the packages that you can purchase, even if it means spending a little more money.
What problems is the product solving and how is that benefiting you?
To give order and control to the number of daily tickets received in our customer service mailbox.
Great Platform for Ticket Management
What do you like best about the product?
Very intuitive dashboard with options to filter your ticket view to see specific things. There's some great report functionality to keep track of performance and metrics over time.
Overall, it's a great platform for Customer Support agents who work in a team environment.
Overall, it's a great platform for Customer Support agents who work in a team environment.
What do you dislike about the product?
Copying and pasting text with source formatting will cause a white section to show in the ticket once the reply is sent.
What problems is the product solving and how is that benefiting you?
The ability to set up advanced automation scenarios helps to save time for many things.
I love the filter options in the ticket dashboard with the New and My Open Tickets display view. This helps to drill down to view specific tickets based on a number of criteria.
I love the filter options in the ticket dashboard with the New and My Open Tickets display view. This helps to drill down to view specific tickets based on a number of criteria.
A must have piece of software for every IT Deparment
What do you like best about the product?
1. Intuitive and User-Friendly Interface
2.Multi-Channel Support:
2.Multi-Channel Support:
What do you dislike about the product?
1. Cost for advanced features
2.Learning Curve for Customization
2.Learning Curve for Customization
What problems is the product solving and how is that benefiting you?
1. Ticketing System Efficiency
2.Automation of Repetitive Tasks
2.Automation of Repetitive Tasks
Best Ticket/Knowledge Base application there is
What do you like best about the product?
The ticket system is very easy and user friendly. I use it on a daily basis and have never had any issues.
What do you dislike about the product?
I can not think of anything that I dislike about it.
What problems is the product solving and how is that benefiting you?
Keeping track of work items and priorities as well as solutions to our issues. It is any place to take care of everything.
Empowering Success: A Comprehensive Review of our CRM Journey
What do you like best about the product?
The interface is incredibly user-friendly, mirroring the intuitiveness of its features. It effectively handles workflow management across all departments. The customization options are fantastic, enabling me to tailor the portal to my preferences.
The automation feature is a game-changer, notably cutting down on manual tasks. Our tech engineers experience a seamless flow when integrating with other portals. It has become an indispensable daily work tool for our company.
Lastly, I appreciate the prompt responses from the Freshworks team whenever assistance is required.
The automation feature is a game-changer, notably cutting down on manual tasks. Our tech engineers experience a seamless flow when integrating with other portals. It has become an indispensable daily work tool for our company.
Lastly, I appreciate the prompt responses from the Freshworks team whenever assistance is required.
What do you dislike about the product?
The portal offers only one free theme option. Unfortunately, there is no discount available for the annual renewal.
What problems is the product solving and how is that benefiting you?
Workflow Management: helps in managing the workflow of all departments, indicating a solution to the problem of inefficient or disorganized processes.
Customization: The tool offers customization options, allowing users to modify the portal according to their preferences. This addresses the issue of one-size-fits-all solutions and enables a tailored experience.
Automation: Freshdesk's automation features significantly reduce manual tasks. This addresses the problem of time-consuming and repetitive processes, increasing overall efficiency.
Integration: The seamless integration with other portals benefits tech engineers by providing a smooth workflow. This solves the problem of potential disruptions or complexities in integrating various systems.
Daily Work Tool: Freshdesk becomes an everyday work tool for the company. This suggests that it centralizes and streamlines various tasks, solving the problem of scattered tools and applications.
Customer Support: Quick responses from the Freshworks team when assistance is needed solve the problem of delayed or inadequate customer support, ensuring that users get the help they need promptly.
Customization: The tool offers customization options, allowing users to modify the portal according to their preferences. This addresses the issue of one-size-fits-all solutions and enables a tailored experience.
Automation: Freshdesk's automation features significantly reduce manual tasks. This addresses the problem of time-consuming and repetitive processes, increasing overall efficiency.
Integration: The seamless integration with other portals benefits tech engineers by providing a smooth workflow. This solves the problem of potential disruptions or complexities in integrating various systems.
Daily Work Tool: Freshdesk becomes an everyday work tool for the company. This suggests that it centralizes and streamlines various tasks, solving the problem of scattered tools and applications.
Customer Support: Quick responses from the Freshworks team when assistance is needed solve the problem of delayed or inadequate customer support, ensuring that users get the help they need promptly.
Valuable Tool For Shaping Your Business
What do you like best about the product?
Freshdesk allows us to stay organized and keep visibility throughout the entire team providing more time to focus on projects and initiatives.
Reports and KPIs are very valuable and easy to use.
Freshdesk was very simple to introduce to the team, the platform is intuative and user freindly requiring very little time investment for training.
Reports and KPIs are very valuable and easy to use.
Freshdesk was very simple to introduce to the team, the platform is intuative and user freindly requiring very little time investment for training.
What do you dislike about the product?
Sometimes it is harder to track back conversations/threads
What problems is the product solving and how is that benefiting you?
Freshdesk has become a tool for our Customer Service team to use and ensure we are offering premuim service to our customers.
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