Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Good software for customer support
What do you like best about the product?
This is a good software for customer support. I work for an online tutoring school, and they use Freshdesk so teachers can submit questions and concerns to the company directly. You are able to open new tickets and fill out a form, which then gets emailed to the company. Once you hear a response from the company, it gets sent to your email directly. There is also a public forum so the teachers can converse about topics concerning the company amongst themselves. We have made many issues aware to the staff using both the tickets and the forums.
What do you dislike about the product?
One thing I dislike is that there is no way to send expedited messages for urgent matters. It often takes anywhere from half a day to two days to hear a response because of the outlay of the system. Perhaps this could be because our company did not use any type of live chat system. This presents a problem for companies that do not have an official hotline. I believe it would be beneficial for them to create an expedited messaging system for urgent matters.
What problems is the product solving and how is that benefiting you?
Our company does not have a hotline, so it has been beneficial to be able to communicate with other staff and company members, even if the response time is not very swift.
Freshdesk is ideal for call centers
What do you like best about the product?
With this help desk software, we find many innovative and precise ways to communicate with customers. Its design means that customers can understand us better, and that they do not get confused when sending technical support tickets. We like that your channels are varied, and that constantly reviewing the engagement of our most habitual clients does not take so much time. In addition, Freshdesk has excellent bases for self-service, and offers plans with great discounts.
What do you dislike about the product?
The only thing we really dislike about Freshdesk is its price, since the entire suite is included in the payment plan, and therefore it is necessary to pay for 4 softwares instead of just one (thus being more expensive for the customer ). Freshdesk does not handle call routing automatically, it does not and does not allow monitoring of networks. An additional problem is that it does not implement a video calling system, which would be excellent to give better explanations to customers.
What problems is the product solving and how is that benefiting you?
With Freshdesk it has been easier to keep in constant communication with potential customers and buyers in general, since we can stay connected at all times. It has been used for feedback collections, to create automated responses, and to improve workflow. With Freshdesk you can manage a history of the support interactions given to customers.
Recommendations to others considering the product:
The only recommendation that we could give about Freshdesk is to opt for the use of its training material before starting to use the software, since the platform may confuse some beginner users a bit due to the immense amount of customer service functions that has.
Great for managing a helpdesk Team
What do you like best about the product?
Ease of use for standard customer questions/complaints your own customer service is quite good. A nice little feature is to add support page article links/contents to reply messages just like canned responses. Another huge advantage is the knowledge base/support page which is highly customizable. In general, we like ticket automation rules as well and it helped to solve some of our special requests.
What do you dislike about the product?
Backup and export/import options. It is not possible to export/backup parts of the data individually (all or nothing). Some parts are missing in backups (manly related to localization) Localization is not supported from the beginning.
What problems is the product solving and how is that benefiting you?
Has made managing our helpdesk much easier, the support is good, I have no complaints. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general. To me, Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there.
Recommendations to others considering the product:
Support. A solution to an issue in minutes Solid options for different communication channels (email, chat, phone...) Solid API allowing integration with our software Relative ease of setup and maintenance of product family.
Freshdesk - Great Ticketing tool with SLA
What do you like best about the product?
The SLA policies which we can configure is almost at the best and it is used to track the tickets and to complete the issues at right time
What do you dislike about the product?
Nothing more but the pricing per agents seems little bit high
What problems is the product solving and how is that benefiting you?
SLA tracking, Issue solving in time and also to generate various reports
Recommendations to others considering the product:
Good to go with Freshdesk for better issue management
Freshdesk is very useful for managing customer service
What do you like best about the product?
This platform has a report creation system that provides varied and good options for the management of support tickets. We like its variety of sources when writing messages, and that the quality of its voice mail function is high. We are also satisfied with the call recording tool, which curiously has a fairly acceptable audio quality. Its interface is very fast.
What do you dislike about the product?
Freshdesk does not like that the platform has shown weaknesses in terms of its social integration functions, since, in the case of messages through social networks, these are not uploaded directly until after certain periods of time, and The clientele takes time to see the answers we provide. Its onboarding function is also slow.
What problems is the product solving and how is that benefiting you?
Freshdesk is the most suitable platform for integrations thanks to its excellent API tool. The software provides an extensive capacity in terms of keeping track of interactions with contacts, which can be easily exported to other devices. We have found that your system of task to work has helped to make our management more technical.
Recommendations to others considering the product:
We fully ensure that with the services offered by Freshdesk they will be satisfied, in the same way that we are. It has been excellent to use its self-service portal, and its call routing system. We also recommend Freshdesk to improve the tracking of tasks and surveys, which have a huge variety of templates.
Freshdesk is the number 1 Help Desk software
What do you like best about the product?
Freshdesk have captivated us the great part of their functions. For example, its comfortable orientation towards the realization of onboarding, and the organization of its self-service portal, which is also very easy to learn to use. We like your call routing system (usually almost everything related to calls is well above average).
What do you dislike about the product?
One problem with Freshdesk is that the report creation system does not handle the fonts correctly, nor does it allow them to be organized quickly. The voice mail tool is slow, and does not offer sufficient sound quality. The calls do not have good quality at the time of recording (there is distortion in the background, this is the only drawback with the calls). Its life cycle tracking system does not allow adding as much information about the client as other softwares.
What problems is the product solving and how is that benefiting you?
Freshdesk has provided us with excellent help with the management of our technical support tickets. It has become easier to sort and archive them, and their integration with cloud hosting software makes it convenient to store each document in the cloud. Your automated message delivery system has helped us save a lot of time.
Recommendations to others considering the product:
This software is recommended to manage statistics of support tickets sent by customers, and to improve the relationship you have with them. It is highly recommended the integration between Freshdesk and a CRM platform, to further optimize customer relations.
This is a user-friendly, flexible and intuitive tool
What do you like best about the product?
Freshdesk is user-friendly, flexible and customizable. The ticketing system is exceptional, as it speeds up the agents' performance and allows them to respond promptly and quickly to the inquiries of our users. It should be noted that it offers multi-channel support, meaning that we can connect with customers from social networks, mail, live chat or phone call.
Documentation is useful, advanced training is not necessary for the use of software or complex installation. It also has a good team of technical support. It's great.
Documentation is useful, advanced training is not necessary for the use of software or complex installation. It also has a good team of technical support. It's great.
What do you dislike about the product?
I can not help, but the reporting tool requires more advanced filters.
What problems is the product solving and how is that benefiting you?
Facilitates interaction with users and helps us give confidence in the support team. In addition, it helps us to manage tickets efficiently and in an orderly manner.
Recommendations to others considering the product:
I recommend the ticket system. I believe that your system is intuitive, flexible and scalable. Its price is affordable and provides professional technical support.
With Freshdesk a very comfortable call handling is achieved
What do you like best about the product?
Freshdesk has a call center management system, with which the work plan and the calls made can be organized. You can create reports on customer support for employees, and these are very customizable. In addition, it has an excellent omnichannel system so that communication is always appropriate. We are facing an excellent service. Freshdesk has managed to captivate us with its wide range of tools for Help desk. It is excellent with the recording of calls. Fortunately for us, the Freshdesk customer service team (paradoxically) is very good. They have responded correctly to our concerns. The Freshdesk price contract has not only been very flexible with the terms of payment, but the negotiation occurred without any problem. We could not be more pleased with Freshdesk. You can see that this platform has evolved to offer a better service every time. We recommend investing in it.
What do you dislike about the product?
It does not allow to conduct video conferences with clients. Your email marketing system is obsolete (it has few templates). Your electronic signature management tool is slow, and does not have a proper drag and drop function that is faster to work with.
What problems is the product solving and how is that benefiting you?
With this help Desk software you can reach another level in call management. They can be routed, recorded for later review, and contact databases can be freely imported and exported. Freshdesk is a very economical service, which also includes an excellent suite, full of integrations.
Recommendations to others considering the product:
With a platform like Freshdesk it is easy to get a complete overview of our customer service. It is full of advantageous tools so that communicating is something simple and quick, and to review and organize any problems that may arise. Freshdesk is a good option, we recommend it.
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