Freshdesk
Freshworks Inc.External reviews
3,447 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A powerhouse for customer support
What do you like best about the product?
It is very easy to use, especially for people that might not be the most familiar with IT. You can set up everything you want to make an agents life easier. Probably the best customer support tool I've used so far.
What do you dislike about the product?
There is not really much that isn't working. Sometimes it can be a bother to get support from the Indian-Team, since there is a natural language barrier but most of the time they really put a foot down for you and help you get your issues resolved.
What problems is the product solving and how is that benefiting you?
Not really problems per se, it is more like they put everything a company needs to provide excellent customer support in one package and here it is. And we're not even using half its features.
Sharing my experience
What do you like best about the product?
The best part about the freshdesk is that it has made work more simplified and easy to understand. Before, we were using Google form which was not that reliable or convenient but on contrary to that Freshdesk has been unbelievably amazing. We are able to mention all the customer's details in 1 ticket and select any query and also we can fill up any offer form directly without sharing it with supervisor or updating the same in Google sheet which was very hectic.
What do you dislike about the product?
Actually there's not a single reason for me to dislike about freshdesk. It works so good and easy to access. So nope, I have nothing I dislike while using the freshdesk.
What problems is the product solving and how is that benefiting you?
When we're using Google form, we needed to fill out many forms but now we can just add note and check all the work that's been going on customer's complaints without having to check all the forms and which data was also hard to maintain.
Great software!!
What do you like best about the product?
1. Efficient ticket management: Automated ticket assignment and intelligent routing ensure prompt and accurate handling of customer inquiries from various channels.
2. Robust knowledge base: Extensive library of articles, FAQs, and self-help guides empowers customers to find solutions independently, reducing support tickets.
3. Effective collaboration tools: Seamless communication and collaboration among support agents improve teamwork and problem resolution.
Overall, Freshdesk offers streamlined ticket management, a robust knowledge base, and effective collaboration tools, making it an invaluable tool for businesses to enhance their customer support operations.
2. Robust knowledge base: Extensive library of articles, FAQs, and self-help guides empowers customers to find solutions independently, reducing support tickets.
3. Effective collaboration tools: Seamless communication and collaboration among support agents improve teamwork and problem resolution.
Overall, Freshdesk offers streamlined ticket management, a robust knowledge base, and effective collaboration tools, making it an invaluable tool for businesses to enhance their customer support operations.
What do you dislike about the product?
One aspect that could be improved in Freshdesk is the pricing structure. While the software offers a range of features and functionalities, the pricing plans can be relatively costly for small businesses or startups with limited budgets. It would be beneficial if Freshdesk could introduce more affordable options or flexible pricing tiers to accommodate businesses of all sizes.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of efficiently managing and providing personalized customer support across multiple channels, enhancing customer satisfaction and streamlining the support process.
Lifesaver for Agent Occupancy and workload distribution
What do you like best about the product?
FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team.
What do you dislike about the product?
Setup in most cases will require external technical experience for the more complex options. (For example, I still cannot get the "automated" close tickets for "Thanks!" responses from customers.). However, that being said - the team is quickly on hand to assist where they can.
What problems is the product solving and how is that benefiting you?
We use FreshDesk to manage a global clientele, with some of these clients being internal members of staff. This means a lot of tickets with varying amounts of information, as well as varying skills required to solve them. Through FreshDesks automations and workflows, we now have a fair distribution system for tickets, as well as easy tools (Scenarios / Notifications) to pass these tickets to each other internally, as well as to other teams in the business. Being able to do all this from within Freshdesk means we can capture analytics as well - how many tickets go to Training, Professional Services etc, which helps us then work cross-departmentally to reduce these types of tickets in the future.
A great tool for customer service representatives!
What do you like best about the product?
Since our company is using Freshdesk, we have improved our service by response and time. It is a great tool and it help us to be more organized.
What do you dislike about the product?
We would like to get a customer service feedback free.
What problems is the product solving and how is that benefiting you?
Customer service complaints, refunds, extensions, communications. It help us to get all of that in just one application, we can even label each one of those emails and be more efficient.
One product that offers so much for any business that has clients communication
What do you like best about the product?
The upside of using Freshdesk is it's easy to communicate easily with clients or with other staff members. It is a central bank for all incoming emails, calls, faxes, and more.
What do you dislike about the product?
One thing that I would like to change about Helpdesk is that all new or unopen tickets should be pushed to the top. Sometimes I will get sent a ticket and I won't see it because it will be too far down on the list.
What problems is the product solving and how is that benefiting you?
Its solves having multiple inboxes. Everything from fax, missed phone calls, emails, and more get sent to one centralized mailbox (helpdesk) for everyone to see. It is easy to assign tickets to staff members to complete.
It is functional and reliable
What do you like best about the product?
The user interface is very intuitive and user-friendly. Also, the integration with Freshcaller works very well. The filters work very well and the knowledge base is easy to manage.
What do you dislike about the product?
It is difficult to migrate from another ticketing system to import the tickets, contacts, etc.
There should be an option to call from a ticket, so the call is automatically linked to that ticket instead of doing it manually all the time.
There should be an option to call from a ticket, so the call is automatically linked to that ticket instead of doing it manually all the time.
What problems is the product solving and how is that benefiting you?
Keep control of all the incoming calls and emails sent by the clients. It is easy to follow up and see the status of the requests,
Professional experience with Freshdesk
What do you like best about the product?
Reports can be customized and very detailed.
Tickets system is neatly organized both from the user and the support interfaces
Knowledgebased system documentation allows to document processes etc
Tickets system is neatly organized both from the user and the support interfaces
Knowledgebased system documentation allows to document processes etc
What do you dislike about the product?
Slightly expensive
The AI is not yet well developed and mature for production
The onboarding team is abit fast when explaining the various components of a system
The AI is not yet well developed and mature for production
The onboarding team is abit fast when explaining the various components of a system
What problems is the product solving and how is that benefiting you?
Central point where all customers issues can be channeled and addressed in the most effective way. This allows timely solutions to customers on various problems
Freshdesk has been exactly what our organization needed
What do you like best about the product?
Freshdesk is straightforward and intuitive as a support request system. It's simplified enough for a basic user to navigate, but also includes great customization options for those that want to go the extra mile. Staying on top of support requests has never been so easy.
What do you dislike about the product?
I have not had any issues at all since our implementation of this solution in 2019. No major dislikes or negatives. If I had to pick one it would be having the availability of the bot to eliminate "thank you" responses from re-opening closed requests. We had this for a time (possibly for a trial period) and it helped tremendously in cutting down the need to re-close requests that were already closed, simply due to an end user replying with their thanks. But, otherwise everything else works beautifully.
What problems is the product solving and how is that benefiting you?
Freshdesk provides a central location for end users to go for requesting support, which makes their lives easier. It also provides a central repository of all support issues so we can keep email inboxes clear of clutter and maintain a history of requests, including full conversations and solutions which can be recalled at any time for future use.
Freshdesk made easy for navigating between projects
What do you like best about the product?
I like that all features in freshdesk are easy to use and can all be found in one place. Navigating or toggling between pages is easily manageable. Searching tickets is easy.
What do you dislike about the product?
There is one thing I struggle with and that is to search for a ticket where it was assigned to myself or where I commented in the ticket at one time or another.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as a communication tool between the customer and our company. Tickets are received and support is provided. When a ticket can not be resolved it will get escalated to my Business Analyst team. We communicate within the ticket and respond to the customer by providing feedback.
showing 731 - 740