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.
The software is the best partner for what we work with customer service management.
What do you like best about the product?
It is an advanced and robust application with a range of features, which we can highlight, including: warnings and problem escalation, real-time chat, multi-channel communication, automatic routing, SLAs (Service Level Agreement), knowledge base management, ticket and complaint tracking and network control or monitoring. It also enable you to manage all communications with your clients, whether e-mail, telephone or social networks, in one location, so that you can provide fast and personal support. It is, however, very easy to use so that its learning curve is minimal and can be adjusted in certain aspects or functions.
What do you dislike about the product?
It has certain restrictions on report generation, as in our case, we produce monthly reports on case or ticket management, generally processed cases. Or open, and the reports in templates already pre-established in the system had to be produced, so we regard them as limiting, since every company, business, should have the option of processing or systematizing the collected information as they like and is more responsive to their needs.
What problems is the product solving and how is that benefiting you?
We also greatly enhanced our customer service, because this digital approach enables our customers to build their tickets and we process them quicker and more coordinated, as it is convenient, for faster reaction and case resolution, to "assign" e-mails to the appropriate and the right person in the department. We are also able to manage the easy to use mobile application, and the chat feature, so Freshdesk is now a vital tool in our development, incorporating it and integrating into other additional programs, for all these benefits, which have been helping us strengthen our weaknesses.
Recommendations to others considering the product:
Despite its high current prices, its capacity to contact all customers and provide a stable system of interaction in solving doubts, Freshdesk is certainly a worthwhile shopping platform that is driving every business and achieving results Successful in its growth.
Freshdesk will make your support team's job much easier
What do you like best about the product?
The "customer satisfaction" feature is very clear and very complete, it provides us with clear data on how our employees are dealing with certain types of problems and which ones are meeting our service expectations and helping our company to maintain the quality of the sector customer support.
What do you dislike about the product?
Reports - Does not match the quality that Freshdesk offers in other resources, are they good?Yes, they are,but they are still a little too simple. Customizing reports also leaves something to be desired,as it is somewhat complex.
What problems is the product solving and how is that benefiting you?
Freshdesk helped our support sector to better deal with the tickest and help requests that our customers usually make when faced with any questions or problems.Freshdesk helped to automate the entire support process, from the opening of the tickets to its completion, thus, we had a great gain in agility and organization and consequently the support sector employees had their work facilitated resulting in a good productivity gain for the company.
Recommendations to others considering the product:
Freshdesk has everything a good help desk needs, the way it automates the entire ticket handling process is incredible and will help your support team to have a big productivity gain and will also help to keep the company's customers happy to have their problems and doubts resolved quickly. If you are looking for a good help desk option, Freshdesk is an option that should be at the top of your list.
Software tailored to customers.
What do you like best about the product?
I love this software because it helps me to have totally easy integrations with domains that are personalized, this allows me to have a good acceptance with the client. On the other hand Freshdesk has a very fluid interface, I can navigate very easily when using it. It should be noted that I can label in a very simple way, it is something I was always looking for, also reallocating the labels is easy. However, it is good to note that I can manage tickets very efficiently.
What do you dislike about the product?
I think I don't have much to say against the software. Perhaps it would be better if search filters were improved to simplify this process and be much faster. However, it works excellent overall.
What problems is the product solving and how is that benefiting you?
For the company it has been an important tool, since we handle constant customer support. In other words, we use Freshdesk to track, open and precise communication with our customers through tickets that become support for us. It has definitely been very substantial the presence of Freshdesk because we can have a line of communication and problem solving having a thorough record thanks to its functionalities.
Recommendations to others considering the product:
For the company it has been an important tool, since we handle constant customer support. In other words, we use Freshdesk to track, open and precise communication with our customers through tickets that become support for us. It has definitely been very substantial the presence of Freshdesk because we can have a line of communication and problem solving having a thorough record thanks to its functionalities.
The best way to stabilize a customer support system.
What do you like best about the product?
Freshdesk has become my main work motivation and the most sophisticated service that my company currently has, since it provides great features that help to correctly handle customer service, and the resolution of consumer doubts. During all this time, Freshdesk behaved in an excellent way, providing very easy to handle functions, and that adapts quickly to the knowledge of each user. During my experience with this platform, I had the opportunity to enjoy various positive factors that have driven my results in this platform, and have achieved a greater expectation of it, these positive factors were:
- Freshdesk provided me with a great facility for the use of each of its functions, allowing me to develop more easily during the sections of the platform. I am delighted with this great ease of use.
- It has an excellent video quality for the connection of video chat with each client, a video quality that allows the correct viewing and allows the user to establish a correct link with the administrator, to simplify the resolution of doubts.
- Freshdesk provided me with a great facility for the use of each of its functions, allowing me to develop more easily during the sections of the platform. I am delighted with this great ease of use.
- It has an excellent video quality for the connection of video chat with each client, a video quality that allows the correct viewing and allows the user to establish a correct link with the administrator, to simplify the resolution of doubts.
What do you dislike about the product?
All these positive factors, were really influential during the process of use in my company, however, during my experience there were also several negative factors that significantly affected, or doubted, our follow-up of use with Freshdesk, these factors were:
- The platform has a poor App for mobile devices, which is not able to send notifications at the exact moment when a customer needs some kind of support. I would like a much more stable notification system for us.
- The prices of Freshdesk was not something that I liked very much, since during my time of use, these prices increased significantly, and this caused that the ROI, was in much more time, however, I continue paying my membership because I consider that Freshdesk It is a worthwhile platform, but these prices should decrease a bit.
- The platform has a poor App for mobile devices, which is not able to send notifications at the exact moment when a customer needs some kind of support. I would like a much more stable notification system for us.
- The prices of Freshdesk was not something that I liked very much, since during my time of use, these prices increased significantly, and this caused that the ROI, was in much more time, however, I continue paying my membership because I consider that Freshdesk It is a worthwhile platform, but these prices should decrease a bit.
What problems is the product solving and how is that benefiting you?
I am really very happy with all these results obtained with the help of Freshdesk, it has perfectly adapted to my entire company and has provided the essential characteristics to have a perfect development within our work activities. Currently, Freshdesk helsp me to have a much more stable communication with the clients, for the resolution of doubts, or to attend them as a support system within the company that I am currently working on. Freshdesk has allowed us to have an extremely adequate support system for our customers.
Recommendations to others considering the product:
Freshdesk is a platform that undoubtedly is worth buying, despite its high prices today, its ability to contact each customer and provide a stable system of interaction for the resolution of doubts, is what powers each company, and achieves successful results in its growth.
Correct accessibility for customer service.
What do you like best about the product?
It is important to highlight the great development that this entire platform has had in accordance with its entire implementation and in accordance with the adaptation it has had to help us have a tailored technical support, capable of helping us collaborate with any doubt or administration process of each client. I believe that Freshdesk has worked stably, helping to offer great consumer support and offering various ways to get in touch with each customer. During my experience, several positive factors have emerged which have allowed all the results to be enhanced, and allow us to have a correct customer service, these factors were:
1.- Freshdesk has an excellent notification system which alerts you at the exact moment when there is a new ticket entered into the system, this helps a lot since I can answer all kinds of doubts without the need for the customer to wait so long.
2.- Freshdesk allows to attend any client through various ways, offering the possibility of serving the client through video calling, a much simpler process to answer all kinds of questions.
1.- Freshdesk has an excellent notification system which alerts you at the exact moment when there is a new ticket entered into the system, this helps a lot since I can answer all kinds of doubts without the need for the customer to wait so long.
2.- Freshdesk allows to attend any client through various ways, offering the possibility of serving the client through video calling, a much simpler process to answer all kinds of questions.
What do you dislike about the product?
All these positive factors have been really influential during my use process, and have been essential to enhance all the functions of the platform, however, during my experience there have also been several negative factors that have been noticed a alot, and have affected meaningful way to my business progress. These factors were:
1.- The implementation process was not completely simple, there were several functions which we could not manage instantly, and configurations that were a bit complicated to establish. I believe that this platform should place a much simpler process for implementation.
2.- The application for mobile phones provided by Freshdesk takes up too much space on the device. I believe that this App should take up less space, to allow the user to get the most out of it, since it certainly benefits the fact of serving customers from the cell phone.
1.- The implementation process was not completely simple, there were several functions which we could not manage instantly, and configurations that were a bit complicated to establish. I believe that this platform should place a much simpler process for implementation.
2.- The application for mobile phones provided by Freshdesk takes up too much space on the device. I believe that this App should take up less space, to allow the user to get the most out of it, since it certainly benefits the fact of serving customers from the cell phone.
What problems is the product solving and how is that benefiting you?
I am very happy with all the benefits provided by the fact that I have implemented Freshdesk in my company, since I have established a diverse customer service and I have extracted a better experience in each one of them. I believe that this platform currently helps me a lot to be able to contact consecutively with each client who has a doubt within the company I am currently working on. I hope to continue enjoying this great quality of work.
Recommendations to others considering the product:
Freshdesk is a platform that is undoubtedly worthwhile, since it generates really remarkable results and helps the administrator to be able to get along quickly with any client. I believe that this platform is at a very good price, and is extremely accessible by any company.
Customer support automation
What do you like best about the product?
Freshdesk is a tool that has it all in one, countless features make a complete and high quality software. Mainly it as given me the facility in the customer service, with a ticket system that is in favor of improving the capacities of attention to the inconveniences and dobouts about the service we offer.
It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.
The notification system is quite complete, send quickly upon receipt of claims or question tickets, manage them and label accordingly.
It is a safe and reliable tool, in it I can rely on all my work, the way I organize all my plans and events by tasks and work always prioritizing important activities, as well as the protection of each of the documents that I attach.
It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.
The notification system is quite complete, send quickly upon receipt of claims or question tickets, manage them and label accordingly.
It is a safe and reliable tool, in it I can rely on all my work, the way I organize all my plans and events by tasks and work always prioritizing important activities, as well as the protection of each of the documents that I attach.
What do you dislike about the product?
It is always essential to be able to handle all cases in the shortest possible time as necessary, taking with me the mobile phone became more than practical, a necessity, in this way I can always respond immediately. However, the user interface has small drawbacks when it comes to full functionality, it does not show all the tools I need, nor the claim tickets at the time they are sent, this system has slow my work with respect to effective work we want for each of our users.
In the other hand, communication has small deficiencies in the workflow, live chat or instant messaging are usually a bit slow and less agile, wich leads to serius problems in our user management planning and quick response.
In the other hand, communication has small deficiencies in the workflow, live chat or instant messaging are usually a bit slow and less agile, wich leads to serius problems in our user management planning and quick response.
What problems is the product solving and how is that benefiting you?
With the software implementation we have achieved great goals. Among some of the benefits we have obtained are grater ROI, improvements in customer service management, improvement of our work plans, communication, liaison and a better relationship with each of our customers and business partners. We have solved problems of assistance to claims tickets, giving immediate response, automating our main pririty: the attention to each of our clients. With the organization of work, we quickly visualize our work objectives, optimize the range of assistance and even increase the chances of estblishing new business relationships.
Recommendations to others considering the product:
In recommend Freshdesk because, honestly, it is a great software that meets each of the quality standards, offers great rewards and incomparable benefits, easily adapts to any company, its name is synonymous with success.
Customer service circumstantially.
What do you like best about the product?
Freshdesk has really occupied a very important place in the operation of our company, I consider that this platform has contributed the best functions and has perfected its features towards the user every day. I consider that this platform has given me the necessary to have a good performance and a correct implementation. During my experience, several positive factors emerged which correctly enhanced the results so that they could be noticed in the company, these factors are:
1.- Freshdesk has allowed me a perfect stability during customer service through videochat, this has allowed me to connect better and interact more accurately with each client.
2.- Very simple platform to use and implement, I really like to use Freshdesk, it has no complications regarding the use and application in customer service.
1.- Freshdesk has allowed me a perfect stability during customer service through videochat, this has allowed me to connect better and interact more accurately with each client.
2.- Very simple platform to use and implement, I really like to use Freshdesk, it has no complications regarding the use and application in customer service.
What do you dislike about the product?
All these positive factors were circumstantial in my business development, however, during my experience there were also several negative factors that significantly affected my business progress, these factors are:
1.- Freshdesk is at a fairly high price, I believe that this platform should offer prices more adapted to user financing, so that small businesses can also access the great functions of this platform.
2.- The mobile phone application has a small deficiency with the notification system, since it does not notify at the exact moment when a new customer needs support or needs to resolve any questions.
1.- Freshdesk is at a fairly high price, I believe that this platform should offer prices more adapted to user financing, so that small businesses can also access the great functions of this platform.
2.- The mobile phone application has a small deficiency with the notification system, since it does not notify at the exact moment when a new customer needs support or needs to resolve any questions.
What problems is the product solving and how is that benefiting you?
My experience with Freshdesk was quite good despite the various negative factors that arose during the period of time it was used, since this platform has been helping us to have constant attention with all customers, to provide them with a better resolution of doubts and better support within the company that I am currently work for. Honestly, I am satisfied with Freshdesk and its great business capacity.
Recommendations to others considering the product:
Freshdesk is a platform that is very much worth buying, since it enhances the results of the customers and improves the experience of attention and support, ensuring that customers are always satisfied with the attention. Freshdesk is the best platform for customer service.
The new interface is very clean and easy to navigate.
What do you like best about the product?
Easily integrates with custom domains for seamless consumer expertise.Tagging and reassigning is simple.
Mobile apps work well and permit for simple use across multiple platforms (particularly helpful once operating remotely).
Lots of nice options at intervals the free set up. The free set up permits for a good quantity of branding/customization of consumer portal.
Mobile apps work well and permit for simple use across multiple platforms (particularly helpful once operating remotely).
Lots of nice options at intervals the free set up. The free set up permits for a good quantity of branding/customization of consumer portal.
What do you dislike about the product?
The login answer drives Pine Tree State barmy. As AN Agent, I even have to login at a separate domain than my branded portal, that is confusing for brand spanking new team members and adds many steps to the login method. this is often notably cumbersome once attempting to use third party integrations that need Freshdesk login (like Shift App for Gmail).
A style refresh to the client-side portal would be nice. It's a touch clumsy and even with customizations, the default answer feels a touch dated.
A style refresh to the client-side portal would be nice. It's a touch clumsy and even with customizations, the default answer feels a touch dated.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to combination support requests from shoppers. I've extra many key members of my team as Agents, thus tickets will be assigned on to them and that they will communicate directly with the consumer for resolution. Freshdesk streamlines team communication and permits for expedient resolution of consumer problems. Agents will tag one another in notes and simply hand-off or collaborate pro re nata.
Recommendations to others considering the product:
Freshdesk is extremely like minded for growing firms wherever communication issues or requests via e-mails might get tons messier. however I additionally assume the price of the tool is very important, therefore perhaps in growing firms that don't have a lot of cash to take a position in ticketing tools, AN ASCII text file possibility might work higher.
The best way to offer technical support.
What do you like best about the product?
Freshdesk has become a very renewed way to establish various benefits around customer service and ticket service as a support for any questions. I believe that this platform has been sufficiently complete around what it has offered me, since it has given me the essential characteristics and functions to allow me a pleasant way to attend each user at the exact moment. During my experience with Freshdesk, I managed to obtain several factors which allowed me to establish an advance and an adaptation to the services of this platform, these factors are:
1.- Freshdesk has provided me with an implementation that is too easy, since in just a few weeks, I managed to implement the platform with totality, and get the platform to present me with several positive advances in the composition of our services.
2.- It provides me with a too complete support chat, with which I can establish a correct communication with any client and I can attend it from communication via video, audio or written.
1.- Freshdesk has provided me with an implementation that is too easy, since in just a few weeks, I managed to implement the platform with totality, and get the platform to present me with several positive advances in the composition of our services.
2.- It provides me with a too complete support chat, with which I can establish a correct communication with any client and I can attend it from communication via video, audio or written.
What do you dislike about the product?
All these positive factors have allowed me to fully adapt to the operation of the platform and all its features, however, several negative characteristics have also emerged which have significantly affected my progress with respect to this platform, these factors they are:
1.- Freshdesk for mobile devices is a bit complicated to use, since it offers a fairly compact App and it is very difficult to search each of the corresponding sections to answer the questions of any user. I would like to create a more modern App, which does not need to investigate much to find a section.
2.- The "tickets" system does not work correctly, since it currently does not send me notifications when a new ticket is created, this causes me several problems, since sometimes, I do not know when I have tickets stored.
1.- Freshdesk for mobile devices is a bit complicated to use, since it offers a fairly compact App and it is very difficult to search each of the corresponding sections to answer the questions of any user. I would like to create a more modern App, which does not need to investigate much to find a section.
2.- The "tickets" system does not work correctly, since it currently does not send me notifications when a new ticket is created, this causes me several problems, since sometimes, I do not know when I have tickets stored.
What problems is the product solving and how is that benefiting you?
Despite the negative factors that have arisen in all this time during the use of Freshdesk, I have had the opportunity to achieve great positive results and to get a lot of fruit from this platform. Freshdesk has helped me to have a better user support system within the company I am currently working on, a technical support that really helps the user in the right time, and is always available for any questions that may arise to the customer.
Recommendations to others considering the product:
Freshdesk is very worthwhile, since it is a platform that is at a really accessible price and all its functions ensure that the results of this platform are immediately noticed in the growth of the company.
An excellent online customer support system that will fit your business needs quickly and seamlessly
What do you like best about the product?
The software is very well developed, its use is intuitive and simple that helps its users to perform all kinds of tasks without having to know all its functions in depth. Tracking every request they make is particularly good, using tickets that allows to review each case with great details which provides customer information and helps determine the agent that he is best qualified to solve each problem in particular.
What do you dislike about the product?
Reporting is not very good, since you can't get the amount of metrics you would have wanted to have and if they offer other software similar to freshdesk so there is room for improvements of better implementation of this reporting system. Field customization is not completely deep this keeps the appearance of the software with a minimalist look something that some customers like and others do not, I particularly like to have the freedom to customize all the tools that that can be adapted to my tastes.
What problems is the product solving and how is that benefiting you?
In the company where I work we had a serious problem of prioritizing requests and customer problems that had to be solved as soon as possible, along the way these were lost as the list increased and we were wasted time getting around between the lists to find them. With the help of freshdesk this problem went into history because it allows us to organize the tickets that are most important to us to solve and have them well on the board so as not to lose sight of them throughout the process.
Recommendations to others considering the product:
This is a software that will make you love it from the first moment you use it, the workflow of its functions, the simple of its features, the speed of response of its tools, all this makes support agents can perform their work in an effective way for any support team, provide the help to your customers in the fastest and most accurate way possible. Freshdesk will transform the way your company works forever.
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