Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Great tool to provide internal helpdesk management
What do you like best about the product?
There is a lot of great functionalities that freshdesk uses that make sense. Instead of having a ton of different features that never get used, the tools used here are all very essential, like the ability to connect related tickets for consolidation.
What do you dislike about the product?
Mobile application definitely is not nearly as robust and well designed as the web version. Can be improved significantly
What problems is the product solving and how is that benefiting you?
We use this for our helpdesk management system. It's extremely beneficial to have this tool to manage incoming tickets and merge existing tickets with duplicates. We also use this for our self service portal for requests as well.
Helpdesk easy to use and useful
What do you like best about the product?
Fresh desk is one of important useful tool and software for our company, It just ease our work. Now we use this software for managing clients and making process a kind of automation. It lower the manual efforts. It just fulfill the purpose of assistant which will work according to instructions when user is not available. The lot of supports are given to install 3rd party software. The user just need to install. The BOTs are now easy with Fresh desk.
What do you dislike about the product?
The things i dislike about fresh desk are:
the big thing is the customer support is not so good and query handling is poor, the response time is around 3 days which is too long.
The front end needs more improvement in user friendly look and need to speed up the process in fresh desk which is currently slow.
The other major thing is need to introduce more security policy for better access.
the big thing is the customer support is not so good and query handling is poor, the response time is around 3 days which is too long.
The front end needs more improvement in user friendly look and need to speed up the process in fresh desk which is currently slow.
The other major thing is need to introduce more security policy for better access.
What problems is the product solving and how is that benefiting you?
The fresh desk solves many problems like:
client handling is easy and task reminders are maintained and get work on time always. The open projects are available on dashboard with full status report and we can monitor activities. The customer rating helps in overall improvements.
client handling is easy and task reminders are maintained and get work on time always. The open projects are available on dashboard with full status report and we can monitor activities. The customer rating helps in overall improvements.
Recommendations to others considering the product:
I recommend others to use fresh desk, it offers wonderful live chat experience and helps in understanding clients requirements. THE COST IS VERY NOMINAL AND PROVIDES GREAT FUNCTIONALITY. ONE MUST TRY THIS SOFTWARE FOR BETTER INDUSTRY EXPERIENCE.
FreshDesk Review
What do you like best about the product?
FreshDesk is a software that facilitates help desk support and updates. Fresh desk has a very user friendly interface. It can be run by a single person or by a huge team of people. It is comparatively easy to learn the ropes in this software for new users.
What do you dislike about the product?
Users should be allowed to change the notification alert sound as per their requirement. For example, we want to have different sounds for different levels of customers as per the priority and importance which is currently not possible.
What problems is the product solving and how is that benefiting you?
Customer support is simplified.
An excellent customer service
What do you like best about the product?
Fresh desk is an excellent platform that helps us provide a quality customer service, I think your ticket allocation system is very good because it allows us to better classify the problems to solve of our clients looking for the solution with each expert of our company to solve any problem, I like that allows us to customize your visual is very nice and simple that makes its use easier, the use tutorial at the beginning of use is excellent to start familiarizing with your platform despite be a platform a bit difficult to learn to use for the first time, but once we master its use we see how great it is to give us benefits, its trial version allows us to use it for 21 to see its functionality and be able to prove its use in the company and start to see the remarkable sales in the customer service team, it is very good the directory option to export and import contacts and companies, has a very good audio and video quality is very clear, its instant messaging service is reliable with great functions to solve problems, has a good customer support team, a positive quality is that it is a very stable platform
What do you dislike about the product?
It is hard to get used to the principle despite its tutorial of use, its learning curve I think it is high Fresk desk I think it should improve in this aspect making its interface a little easier to use and not cost so much time learning to use all its functions 100%, also this platform can be a bit expensive to implement for small businesses, its application for smart phone is not as good as the desktop application, should also improve in this regard.
What problems is the product solving and how is that benefiting you?
We at the Print Wave Forcé customer service team have Fresh Dest to provide you with a fast and timely solution by automating our services, in order to provide quality customer support to our customers, this has increased our reputation in the Sales market since we have known how to take advantage of the publicity that gives us to have an excellent customer service that will always be available and that will always resolve any mishap always in favor of our customers.
Recommendations to others considering the product:
For those companies that do not yet have a good service or is not the right one and have many deficiencies in this area, I recommend you to implement this platform because it will be a great solution in any customer service department, you should bear in mind that it may cost a little to learn how to use this platform because its learning curve is high, but it's worth it is a great business solution
Check and respond tickets easily
What do you like best about the product?
The managing stages are great! They give us the chance to assign specific agents for specific tickets. The way the ticket is shown on Freshdesk (the font, the size and the space it takes) makes it very easy to read, even if the ticket is long. It has some great tools included, like “Discussion” that allows the agent to communicate certain message with the rest of the team, so they can all work together.
What do you dislike about the product?
I would like to see a tool where I can add a status to the ticket, so the current agent and the rest of the team knows there’s a special ticket to review. Another thing is that when I'm trying to respond a ticket by adding links, I’m unable to add more than one link at the time.
What problems is the product solving and how is that benefiting you?
We have more than 1000 clients on our registry, so we frequently get questions and comments on our app, and that’s when Freshdesk comes into play. It allows us to check tickets sent from our clients with something as simple as a user and password, and assign them to a member of the Customer Service team.
Recommendations to others considering the product:
Freshdesk is an amazing tool for the Customer Service team. Any company can get benefits from using this tool, especially startups with few employees. It’s so easy to use that can be set up and managed by a single person, depending on the number of tickets receive.
The only case management software we use and we need
What do you like best about the product?
Freshdesk’s UI is very fast, especially with the latest update, which makes pretty easy to review all the unanswered tickets by adding predefined filters. We can just start using it right away and with no complications. The system do not require any infrastructure on our part because it’s hosted, what represent a huge benefit for us. It has worked well for us, as we have had no issues with the system being unavailable for either agents or customers. Also, we’re able to set the status of the ticket from open to waiting on third party, which is really helpful because we can track the ones which are closed or in revision.
What do you dislike about the product?
It doesn’t have the ability to detect duplicates, at least not in the cheaper versions of the product. Adding this to all Freshdesk plans would be great. When it comes to the Freshdesk’s community, it’s still relatively small. This has a direct impact on the integration it allows. If they could add more ways to make the community grow faster, this would definitely make any integration much more easy to implement. Also, it should include a dark view to bring down the brightness of the app. I ask for this because I occasionally have to work at night and several of my apps come with a “Night Mode” integrated.
What problems is the product solving and how is that benefiting you?
In my company, Freshdesk is considered as our main case management tool. It is mainly used by technical support team, where I belong, and the engineering department. It’s the only case management software we have used in this company and I honestly think it’s good enough and it covers up all of our needs.
Recommendations to others considering the product:
I think Freshdesk is good for tech support and customer support teams with several daily requests. It's really good for a team work style of customer service because you’re able to assign a ticket to a project where all your team can see it.
Perfect for small businesses functioning in a high tech world!
What do you like best about the product?
For one, we were able to make use of the free version of FreshDesk so that's a huge plus and really helps us manage our IT support desk issues. Tracking issues up to the point of resolution is easy and adding solutions to a knowledge base to go back to later is a very feature to have from a free piece of software.
What do you dislike about the product?
For a while the mobile app for iphone was pretty bad for administrators and techs answering support tickets but after the last update some major features were changed and it has gotten better
What problems is the product solving and how is that benefiting you?
It gives us a centralized location to track IT issues as well as somewhere for our users to turn to get their questions answered. It certainly helps a small business feel more corporate and ease some struggles a typical small business IT team would feel.
Recommendations to others considering the product:
Run the free version if you have only a couple IT agents using the system and see how you like it! User registration can be a little complicated if you have a large user base but give it a shot
Freshdesk is a leader in the market, powerful and reliable
What do you like best about the product?
FreshDesk is simplicity and economy. I love the interface of this tool, where all the colors highlight each function from the title of the incident to date or the person who requested it. All emails and social network responses are displayed in the ticket interface according to their priority. I like the report tool that shows a graph of the resulting, pending or new incidents in the last 7 days. You can also program bots to answer, it's a wonder.
What do you dislike about the product?
FreshDesk does not allow automatic routing of users. It is also inconvenient when you have many requests, because the website becomes slow and freezes, which hinders the use and administration of all functions, so I suggest that there should be an application for the operating system, so that the entire memory load is not in the browser.
What problems is the product solving and how is that benefiting you?
For our organization, the implementation of Freshdesk, has given the capacity of ticket management to the clients and suppliers to whom we provide logistic processes daily, as well as the own incidents in the area of technology, where they sometimes fail cloud services that disable the programs that are running.
Recommendations to others considering the product:
I recommend this program to implement with confidence. In terms of support, you have many options that you can take advantage of to maximize the management of tickets in your company. Freshdesk will be responsible for optimizing customer service and providing that desired satisfaction.
A super complete system, with practice, can be taken advantage of
What do you like best about the product?
Ease of use Notifications History Tracking Search Functionality Excellent Customer Support that has been very helpful in creating rules to filter out spam tickets. The ability to make it easy for my team to select the correct response.
What do you dislike about the product?
Understanding multiple products was confusing but support helped clear things up. A partner that FreshDesk recommends on their site breached our private data. This has nothing to do with the FreshDesk software, but they should know that someone they recommend posted a screenshot of sensitive data on social media platforms.
What problems is the product solving and how is that benefiting you?
Immediate access with an excellent intro video to help get started. Instant customer support by phone - Intuitive enough that I was able to get started with no help, customer support and the knowledge base filled in the gaps. The Freskdesk portal allows me to open new trouble tickets for my customer issues. The applications also allow me to respond quickly to questions and provide solutions.
Recommendations to others considering the product:
The support seems to try resolving issues as soon as they can. I use it for work, so far so good. It is a good option for a support team or for some online store, the platform is very complete, I recommend first try the trial if you have no experience in this type of platform.
Client Success Manager
What do you like best about the product?
The ability to save and run a scenario for reoccurring tasks.
What do you dislike about the product?
The mobile desktop experience is terrible!
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to answer client questions, escalate urgent issues and spec special builds from my Development team.
Recommendations to others considering the product:
This is a great support tool for your clients to reach you and for your business to log how to resolve issues.
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