Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Best Ticket Management Software
What do you like best about the product?
We have been using Freshdesk right from the beginning and have been satisfied with the performance. The site is never down and the mobile app is also very easy to use and effective.
What do you dislike about the product?
No, I don't dislike anything about Freshdesk. It's pretty good.
What problems is the product solving and how is that benefiting you?
It has helped me track all the queries that needs action. It's accessible easily and training is not required at all.
User friendly and easy to use
What do you like best about the product?
Quick communication and very user friendly. It s good to receive notifications in the inbox when you have a reply.
What do you dislike about the product?
I think it isn’t well made, there are no features I dislike
What problems is the product solving and how is that benefiting you?
I mainly log jobs for our maintenance team
Recommendations to others considering the product:
If in a big team, i d suggest to include initials in the title.
Organized Customer Service
What do you like best about the product?
Before using Freshdesk, we answered support emails via Gmail, which got so unorganized. My favorite Freshdesk features:
- Automation, which automatically assigns tickets that match XYZ criteria to specific agents
- Canned Responses, which are templated email responses
- Variety of View options, which allow you to view tickets created in the past X number of days, or all the tickets from a certain customer that are set as a certain status
- Automation, which automatically assigns tickets that match XYZ criteria to specific agents
- Canned Responses, which are templated email responses
- Variety of View options, which allow you to view tickets created in the past X number of days, or all the tickets from a certain customer that are set as a certain status
What do you dislike about the product?
The features I'm not crazy about are:
- The Bot, which you can set up on landing pages to suggest articles as answers to customer questions
- Forums, which encourages customers to start conversations and ask questions on the customer portal
The main reason I don't love these features is that they don't work well with our type of business. I'm sure these features would work well for others, and that part of it is definitely due to a lack of complete understanding of how to make them work for us. Our customers get confused on the support portal because it prompts them to log in to submit forums. With the bot, it's difficult to optimize it because we get a lot of customer-specific and situation-specific support questions that can't be answered with a generic reply.
- The Bot, which you can set up on landing pages to suggest articles as answers to customer questions
- Forums, which encourages customers to start conversations and ask questions on the customer portal
The main reason I don't love these features is that they don't work well with our type of business. I'm sure these features would work well for others, and that part of it is definitely due to a lack of complete understanding of how to make them work for us. Our customers get confused on the support portal because it prompts them to log in to submit forums. With the bot, it's difficult to optimize it because we get a lot of customer-specific and situation-specific support questions that can't be answered with a generic reply.
What problems is the product solving and how is that benefiting you?
Before Freshdesk it was difficult to keep track of email threads with customers and which support agent had replied to what. With Freshdesk, we have reduced our duplication of efforts and can track all of that. It's been a great benefit to not have things fall through the cracks.
Recommendations to others considering the product:
Before we decided to use Freshdesk, we demoed 2-3 other platforms. Most of them had similar features, but Freshdesk's interface was the most user-friendly. Our team wasn't looking for anything too tech-savvy to implement. We wanted it to be easy to learn and train on.
Enhanced results for customer service.
What do you like best about the product?
Freshdesk has really occupied an important space during these last months, since its operation and stability with respect to the supports, has been impressive. Considers that this platform has provided the necessary and essential characteristics so that we develop a great way to serve each client and offer a support system, suitable to meet their needs and doubts. During my experience, I have noticed several factors which have allowed me to have a better expectation and better results, greatly enhanced by these factors, these are:
1.- With Freshdesk I can enjoy a live chat to serve any client, this has undoubtedly helped a lot, since it provides me with unsurpassed quality and a perfect video transmission, which helps me communicate better with customers.
2.- Freshdesk contains an extremely complete UI, where you can answer all the questions that customers have left during the rest session of the support team. In addition, it allows each case resolved to be stored, to add a corresponding history.
1.- With Freshdesk I can enjoy a live chat to serve any client, this has undoubtedly helped a lot, since it provides me with unsurpassed quality and a perfect video transmission, which helps me communicate better with customers.
2.- Freshdesk contains an extremely complete UI, where you can answer all the questions that customers have left during the rest session of the support team. In addition, it allows each case resolved to be stored, to add a corresponding history.
What do you dislike about the product?
I have enjoyed many positive factors which have allowed to enhance each of the results obtained through this platform, however, several negative factors have also arisen which have significantly affected my experience, and have caused certain difficulties to develop its use normally, these factors are:
1.- The application for mobile phones does not allow to offer support through live chat, leaving communication via chat, as the only option to communicate with the client through the mobile phone. I would like to be able to communicate through video transmission with the person in doubt.
2.- This platform should offer a much more complete free trial, which allows you to create a wider support area and be able to establish your own online and real-time support system, since currently, the trial version only allows you to know the functions of the platform, and do not use them.
1.- The application for mobile phones does not allow to offer support through live chat, leaving communication via chat, as the only option to communicate with the client through the mobile phone. I would like to be able to communicate through video transmission with the person in doubt.
2.- This platform should offer a much more complete free trial, which allows you to create a wider support area and be able to establish your own online and real-time support system, since currently, the trial version only allows you to know the functions of the platform, and do not use them.
What problems is the product solving and how is that benefiting you?
Freshdesk has had a pleasant development and has taken very good care of the cases and doubts of any of the clients. I am very happy and satisfied with the results obtained with the help of Freshdesk, since I have had the opportunity to offer an extremely suitable support for the attention of all the doubts that arise within the company that I am currently working on. I hope Freshdesk is always present providing me with the best attention and support functions.
Recommendations to others considering the product:
Freshdesk is a platform that will always yield great results in a short time, its ability to adapt quickly and establish itself in the use that the user needs, it is impressive, and it achieves that the results are greatly enhanced.
Top Competitor in The business
What do you like best about the product?
The platform is user friendly and it is much cheaper compare to other competitors. The UI and UX looks amazing and they have talented people working on it regularly. The product understand the user requirement and deliver the best value.
What do you dislike about the product?
The chat option is not integrated in the same platform and it is slow.
What problems is the product solving and how is that benefiting you?
Helpdesk for a business.
Recommendations to others considering the product:
Keep up the good Customer service and listen to your active users on all social platforms.
Very happy with software
What do you like best about the product?
How it streamlines communication and sorts emails based on criteria we set. With a large team and many agents, this is crucial for us.
What do you dislike about the product?
Support is sometimes hard to reach/understand.
What problems is the product solving and how is that benefiting you?
This has cut down drastically on time previously spent in gmail.
Recommendations to others considering the product:
Strongly consider, overall very happy.
Extremely professional ticket handling tool and customer support system.
What do you like best about the product?
The user interface offered by this software is one of the intuitive ones that I have used, it allows you to move through the tool with total freedom and knowledge of what you are doing even and when you have never used it before. Automation features help you be more productive in troubleshooting through a ticket system, automatic rule setup, as well as an easy initial set-up that will allow you to work quickly and efficiently.
What do you dislike about the product?
I did not like the reporting system of the program, since it is not implemented directly from the application but you have to work with support agents to be able to perform that task. Scheduling these daily reports is not an easy task to perform due to the time it takes the support for delivery it so it is not an efficient approach. Receiving these metrics is very important to my team so you have to find a workaround to this problem week after week.
What problems is the product solving and how is that benefiting you?
One of the main problems in my company was the lack of follow-up of the tickets that we had to complete since we could not maintain a strict order of the order in which they were assigned to the different agents, with freshdesk this problem is a matter of the past since we now have a total organization and monitoring of the progress of each ticket, with the ability to group them by priority or client to visualize our entire process without losing order in our job.
Recommendations to others considering the product:
Freshdesk is one of those software that after you try it you don't want to change it for anything in the world, the way it is designed to satisfy the end user as well as thinking about facilitating the work to the support agents is something to admire because these two things are very hard to achieve in a system as demanding as customer support is, so having this program will make the experience of its customers and team work more productivity and pleasant.
Pleasant satisfaction during customer doubts.
What do you like best about the product?
Freshdesk has really become a perfect solution for each customer's technical support. This platform has really provided all the essential functions and tools to allow me a pleasant way to attend and offer active support 24 hours a day. I believe that this platform had an absolutely good performance, which helped me to notice the r esults so fast that I was having. One of the things that I liked most about Freshdesk, is its "tickets" system, because thanks to this system, you can deal with cases that were previously sent by customers, and thanks to this function, you can take a record of each client that sends a request when the support is offline. In addition, Freshdesk provides me with a mail delivery service to handle these cases, and this is something that also serves a lot, since you should not have a third-party service offered by the email system.
What do you dislike about the product?
Freshdesk has stood out in a great way, bringin great changes and ensuring that each user can establish a good contact with customers, however, during my experience, several significant factors have also emerged that have proportionally and significantly affected my performance, these factors were:
- The mobile phone application is not fully optimized, since it currently has several problems to reflect all the tickets that are stored. Currently, it only shows a part of those tickets, and the truth is that this has made customer service a bit difficult.
- The LiveChat that offers to establish communication with customers, I do not like so much, because it offers a video quality that is really not good, and does not allow users to communicate with optimized quality.
- The mobile phone application is not fully optimized, since it currently has several problems to reflect all the tickets that are stored. Currently, it only shows a part of those tickets, and the truth is that this has made customer service a bit difficult.
- The LiveChat that offers to establish communication with customers, I do not like so much, because it offers a video quality that is really not good, and does not allow users to communicate with optimized quality.
What problems is the product solving and how is that benefiting you?
In spite of the negative factors that have arisen during my experience with Freshdesk, I have been able to establish pleasant advances, since this platform has helped me to offer a high quality support that is always active, in the company that I am currently working on. I believe that Freshdesk has also helped me to solve all kinds of doubts of my clients, which has helped a lot to be satisfied with each one of them.
Effective
What do you like best about the product?
It's fast and effective with assisting in work management
What do you dislike about the product?
Nothing I love it it's easy and affordable
What problems is the product solving and how is that benefiting you?
Its creates a smoother time management flow
Recommendations to others considering the product:
It's first managers more time couch instead of micro managing
cloud-based customer support software
What do you like best about the product?
A great platform with a comprehensive set of tools.
Great features to help business to reach customers easy and affordable.
No need to change any touch points.
easy to setup.
Great features to help business to reach customers easy and affordable.
No need to change any touch points.
easy to setup.
What do you dislike about the product?
The price of min $63 is a bit expensive for small companies.
What problems is the product solving and how is that benefiting you?
communicate easy with clients and very easy to setup.
Ability to turn emails into tickets.
Ability to turn emails into tickets.
Recommendations to others considering the product:
Great platform to communicate with customers.
very easy to setup and most important is the ability to turn each email received into tickets.
very easy to setup and most important is the ability to turn each email received into tickets.
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