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 great support and live chat management system
What do you like best about the product?
NInce user interface and better management of tickets and live chats
What do you dislike about the product?
On cloud implementation, I would rather go for the on-premise model
What problems is the product solving and how is that benefiting you?
Solving customer care problems and live interacting with the customers
Freshdesk is an effective solution
What do you like best about the product?
I like Freshdesk because it is easy to use and its design is user-friendly. The system is fluid, automates repetitive tasks and improves teamwork. The ticket system is great for handling user queries because it prioritizes and categorizes tickets. It makes it easier to solve complex problems since we can include technicians from different areas of the organization.
What do you dislike about the product?
I have no complaints about it because it gives us good results.
What problems is the product solving and how is that benefiting you?
It is the solution we needed to improve customer service. It is efficient in the management of queries and in the distribution of workload. Thanks to Freshdesk we can communicate in a fluid and personalized way with our clients.
Recommendations to others considering the product:
It is a scalable and versatile solution for companies of any level.
It's a great app to manage customer service
What do you like best about the product?
Freshdesk platform unifies communications, enabling us to handle queries from multiple channels such as social networks, chat or email effectively. The conversations are saved as tickets and facilitate the operations of the support team. Prioritises tickets according to their level of urgency.
Promotes team collaboration since agents can consult with each other to find the best solution to a problem. I like the functionality it offers because it positively transforms the service we provide.
Promotes team collaboration since agents can consult with each other to find the best solution to a problem. I like the functionality it offers because it positively transforms the service we provide.
What do you dislike about the product?
Currently I have no complaints about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk provides us functionality to provide a personalized customer service. Optimize ticket management, increase productivity and improve teamwork.
Recommendations to others considering the product:
This platform transforms customer service. Prices are affordable and is fully scalable.
Freshdesk simplifies ticket management
What do you like best about the product?
Freshdesk is user-friendly, its price is affordable and it is easy to use. Greatly improves communication with users, automates the management of tickets and provides metrics that help us improve our performance.
I like this app because it makes our work more productive and efficient. Automatically assigns tickets to agents, can also solve problems faster. It saves us time in secondary tasks and unifies the operations of the support team.
I like this app because it makes our work more productive and efficient. Automatically assigns tickets to agents, can also solve problems faster. It saves us time in secondary tasks and unifies the operations of the support team.
What do you dislike about the product?
It offers the functionality we need, so I have no negative comments regarding software.
What problems is the product solving and how is that benefiting you?
It provides a platform that unifies the operations of the support team. Freshdesk makes it easy to provide personalized customer support, helps us solve problems more effectively.
Recommendations to others considering the product:
It provides useful and advanced features to improve customer service.
A professional solution for technical support
What do you like best about the product?
I assume that Freshdesk is one of the most comprehensive options, as Freshdesk is a technical help and draws the user's attention to the dashboard, which offers one of the options superior to those of other similar applications, a massive part of the application in an intuitive way through its menus. Although not everything can be customized via the dashboard anymore, external plugins can also be used, which can be integrated into the software and allow the addition of new features.
As for the user, the utility could be very useful, as it allows the consumer to be advised based on the recommendations in the consumer's frequently asked questions while developing a support price ticket, so that doubts are clarified in many cases before the support ticket is created. Another top-notch feature of Freshdesk is the ability to prepare our assistance departments for the use of hierarchies and degrees, so that we can discover exceptional operational roles in every industry.
As for the user, the utility could be very useful, as it allows the consumer to be advised based on the recommendations in the consumer's frequently asked questions while developing a support price ticket, so that doubts are clarified in many cases before the support ticket is created. Another top-notch feature of Freshdesk is the ability to prepare our assistance departments for the use of hierarchies and degrees, so that we can discover exceptional operational roles in every industry.
What do you dislike about the product?
Technically speaking, it is a great utility, and I haven't seen anything wrong with its functionality, but something that I didn't like when I first used Freshdesk has changed in such a way that some of the most exciting features cannot be tested in the trial model. People who are trying Freshdesk for the first time are pressured to pay for the subscription in order to fully evaluate the product.
What problems is the product solving and how is that benefiting you?
At work, I am a Freshdesk administrator for one of the departments, so I have full access rights to the dashboard. My job allows me to organize all the users of my stage through Freshdesk, so that we can organize ourselves to provide more powerful and faster assistance to users. On the way to this tool, we can fulfill these kinds of commitments almost routinely.
Recommendations to others considering the product:
Use Freshdesk constantly in its state-of-the-art model to achieve the best possible overall performance. I also suggest that you have at least the "Blossom" license, as the number of lots is very limited and serves most for checking out. I also recommend Freshdesk for groups with a high customer volume, as I believe Freshdesk is geared towards this type of large enterprise, although this does not mean that you cannot use it in a smaller company.
Freshdesk is an intuitive tool
What do you like best about the product?
Freshdesk is an intuitive and easy-to-use tool that allows us to focus on providing personalized attention to each client. The panel that provides is easy to navigate. The ticketing system is efficient, now we can respond more quickly to the problems of our customers, as it stores the tickets of multiple channels as tickets. It also has reporting functions that help us proactively improve customer service.
What do you dislike about the product?
I find it quite useful this software, so I have no complaints about their performance.
What problems is the product solving and how is that benefiting you?
Increase the productivity of our agents. It allows us to join the support team on a platform, which makes it easier to manage customer service.
Recommendations to others considering the product:
It is an outstanding alternative. Great value for money, is versatile and easy to set up.
New to Freshdesk and liking it!
What do you like best about the product?
Freshdesk is a ticketing system and what I like best is being able to keep track and have records/history of previous tickets.
What do you dislike about the product?
One thing I don't like about freshdesk, is that when I respond and close a ticket, it automatically gets reopened if the AM or whoever opened it originally responds back (for example, I closed it, and AM responds: thank you!, so the tkt gets reopened), which is a bit annoying
What problems is the product solving and how is that benefiting you?
We're using freshdesk as a ticketing system so we have all requests come in to this one place so we can keep track. Also, this way, if someone on the team is out sick, other team members can view his open tickets and jump in and help.
Solution for customer support.
What do you like best about the product?
It is an excellent alternative that allows dynamic customer service and automate those tasks that are repetitive, has useful options for communication with the client such as email, calls, chat, social networks. You can see that they are looking for a way to adapt to the client, which makes them different.
What do you dislike about the product?
At the beginning it is necessary to immerse yourself well in knowledge its use is not simple and intuitive as you would like.
What problems is the product solving and how is that benefiting you?
It gives me the ability to give timely responses to clients and contact me directly with them through live chat.
Cloud based option to provide customer support to your clients
What do you like best about the product?
Freshdesk provides in-built email to ticket conversion. It allows you to automate several tasks. It has multi-channel, multi-product and multi-brand support. It has a built in self-service portal.
What do you dislike about the product?
Freshdesk may sometimes send the same email twice. It does not provide built-in data import and export facility either. It does not have in-built formatting options either.
What problems is the product solving and how is that benefiting you?
Freshdesk has a free trial. It has support for different devices. It has a clean user interface. It provides emails, voice calls and chats.
Outstanding tool
What do you like best about the product?
I like the simplicity of Freshdesk, it makes it very easy to manage and configure it. Our team of agents can interact easily with the client, as it centralizes communications. Receives inquiries from different channels, mainly chat and email. The helpdesk automates tasks and makes our workflow more effective.
What do you dislike about the product?
Freshdesk is the tool we need. I have no complaints regarding its operation.
What problems is the product solving and how is that benefiting you?
It allows us to solve problems more quickly. Freshdesk allows us to automatically distribute the tickets, preventing two agents from taking the same ticket. It makes us more effective.
Recommendations to others considering the product:
Freshdesk is the right solution for companies that want to optimize customer support.
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