Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk: Easy to use cloud-based support solution
What do you like best about the product?
As a web-based program, there are actually not too many cases (in fact, very few) that cause the program to crash or block. Generally, it works well every day. One thing it does well is that it is easy to use and not too complicated. Most IT staff will be able to navigate through the program without consulting the documentation on how to use it. The overall design of the program is very good, with easy-to-use filters and allows IT users to display the specific design requested by all pages. They can choose between table view and card view, each with its advantages.
What do you dislike about the product?
It would be great if it were possible to remove the response to the email address (if necessary) when replying to someone in the note. Sometimes, you may want to send your reply to someone else (instead of the person listed in "To:"), but there is currently no way to delete this method. Integration between Freshdesk and Outlook may be an improvement. One of the best features is the direct drag and drop functionality between Outlook attachments and notes in Freshdesk. Currently, this feature does not exist. Another improvement could be the ability to change the default function without having to create a new function and then assign permissions. Especially if you want to change one or two things in the default role, you can do so in the default role to save time.
What problems is the product solving and how is that benefiting you?
It is only used at the department level, not throughout the organization. It is mainly used as a technical support system to follow up on user requests. We have not really used some other features of the system, such as knowledge bases or forums. It solves a business problem of having a good tracking system to track all user requests and being able to easily assign requests to technicians or other teams in the organization. Here, you can not only track the requests, but you can also add notes to each request and track them.
Recommendations to others considering the product:
It is ideal for organizations seeking easy-to-use support solutions that are not too complex and difficult to configure / manage. Since it is a web-based cloud solution, it also has the advantage of being managed by the provider, so there is no need for a system administrator to run the program on the server and manage it.
Handy tool for small or medium business
What do you like best about the product?
This is one of the best authentic customer service software in my opinion. It also include a free trial. Whatever, this platform has a easy setup and a strong data base. One can easily switch from ones previous service to this platform. It is easy to integrate it with any network system to reach your customers easily. There is a nice real time response service. It covers every possible option in customer satisfaction. It can be run easily in ios or Android. Again it is comparatively cheap amd handy.🙂
What do you dislike about the product?
I think their spam filter needs further improvement. There is several problems regarding spam mails. Inspite of that i like their services.
What problems is the product solving and how is that benefiting you?
This is the best cheap and good option that i found for small or medium business. I recruited 2 agent and handling their activities was so easy. I focused on social media services and found it satisfactory.
Recommendations to others considering the product:
Recommended for small business
Robust & scalable support ticketing
What do you like best about the product?
Robust
Configurable workflows
Easy interface
Configurable workflows
Easy interface
What do you dislike about the product?
Not mobile friendly
Tracking cannot be customized for client applications
Tracking cannot be customized for client applications
What problems is the product solving and how is that benefiting you?
Centralizing all support tickets
Allocation of tickets
SLA management
Allocation of tickets
SLA management
Recommendations to others considering the product:
Slow support team & less hand holding to set-up but great product over-all
It is a very good supporting software. Very user friendly.
What do you like best about the product?
I like how we can filter based on queries we want to see
What do you dislike about the product?
The software doesn't show if any other agent has opened the query or typing. This would have simplified our lives and work
What problems is the product solving and how is that benefiting you?
There is an issue that we sometimes send multiple replies by different executives to one ticket
One of the best tool I am using for Customer Support
What do you like best about the product?
I like the simple and user-friendly interface. Anybody can use this platform without any prior experience. I am able to tag problems for a better understanding of queries and complaints that we are getting. Secondly, they have great customer support team. Whenevr I face any issue I just chat with them and within a few minutes they resolved the issue or for some cases which may take time they do a constant followup till the issue gets resolved.
What do you dislike about the product?
It is so basic. I can use it for a small number of tickets but for a high volume of tickets, I think it is not enough. There are some basic features that are missing. I can not mark a followup date to a particular ticket.
What problems is the product solving and how is that benefiting you?
I am using Freshdesk for customer support and sales query which is helping me a lot with that. The benefits are like we are able to communicate with our users anytime anywhere. Also, users from Social Media or email all the users or leads are connected to us at any time, we are replying to all the queries and complaints through Freshdesk only.
Quick review of Freshdesk from a user who is using for 4 years
What do you like best about the product?
1- The best software for integrations with other clients (example: JIRA, Salesforce) along with the automation features.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
What do you dislike about the product?
1 - Notifications are not triggered properly needs improvement.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
What problems is the product solving and how is that benefiting you?
Responding customer to their queries effortlessly, integrating with other software, ability to work using just a mobile device.
Recommendations to others considering the product:
You can go for it, price is reasonable, have lot of other products, to ease your work flow
Great, easy to use software
What do you like best about the product?
Freshdesk is simple but has a lot of additional controls if you dig deeper. It's easy to understand and does a great job helping us stay organized and on top of customer support tickets.
What do you dislike about the product?
Not much. There are a few things that I would customize differently, like how timelines are automated, reminders, etc. But overall it does a great job.
What problems is the product solving and how is that benefiting you?
It helps us organize and respond to support requests. We also use it to manage an initial phase of our own internal feature development / requests (kind of like a suggestion box). It has sped up our response time and enabled us to analyze our actual performance.
Freshdesk Review
What do you like best about the product?
FreshDesk is a fantastic software which I and my organization use as a platform for ticketing. It is indeed easy for using, and lets us keep together as a team. Both we and our clients enjoy the process.
What do you dislike about the product?
The chat function isn't really built into the very same system and is slower when used for intensive work
What problems is the product solving and how is that benefiting you?
This gave us the opportunity directly from our website to let our users seek support.
Recommendations to others considering the product:
Perfect platform for customer communication. Highly recommended
The solution for the support scenario through tickets.
What do you like best about the product?
It is a great tool that allows you to monitor the workflow of each of the members that a particular company has, even if they are large business establishments, with a fairly extensive staff, I love this software because it can communicate with these individuals belonging to an organization, for an exclusive service, above all to guarantee service satisfaction, for a better flow in productivity, highlighting that you can add varieties of recipients to receive tickets sensationally without problems.
What do you dislike about the product?
We can critically highlight according to the operation of this software, which would be of great proportion, allowing to load images that are not necessarily attached files, above all for a faster and easier shipment, when we address the terminology to offer a strengthened system help center, including an availability to view content through emails to verify the service that a company offers in its entirety.
What problems is the product solving and how is that benefiting you?
Each department that we have internally in the company, uses Freshdesk, we use it mainly to allow customers to create different tickets of their choice, since this way we can assign them and move them between the business facilities that we acquire at our disposal, mostly to make it easier in its entirety, since this way we have control to communicate with each one of the users, and internally within each formulation created by these individuals external to the company, which aims at the products that we elaborate for them.
Recommendations to others considering the product:
The perfect scenario in support issues, to communicate with more than one client within the same ticket, is with FreshDesk, since several of your users coming to its platform, can receive the same answer and at the same time transmit their comments directly, including that you can view these closed and resolved formulations for future reference, not excluding that it has indicated dates to complete the tasks, most of all to ensure that absolutely nothing is overlooked.
help desk
What do you like best about the product?
We like the fast response time and the review system. This is an easy way to help employees with help. it has been an easy transition to the system vs. our old system and help desk software.
What do you dislike about the product?
the lag of time in between convo time. we have seen a decline with people wanting help because it does take a few mins to get the question answered.
What problems is the product solving and how is that benefiting you?
WE solve all technology question for our employees. when there is an issue with computers, ipads, and other desk tops.
Recommendations to others considering the product:
I think this is for a fast pace company. this will help with your empliyees.
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