Freshdesk
Freshworks Inc.External reviews
3,450 reviews
from
and
External reviews are not included in the AWS star rating for the product.
It is an innovative software
What do you like best about the product?
Freshdesk is a great software. Unifies information from multiple channels such as emails and chats, which facilitates the ticket management and allows us to provide faster and more optimized customer service. It is an intuitive software that helps us assign the tickets seamlessly to operators.
What do you dislike about the product?
It works very well, I have no complaints about Freshdesk.
What problems is the product solving and how is that benefiting you?
Innovate customer service. It allows us to communicate with customers in a timely manner, solve problems quickly and keep our team organized in one place.
It helps us to unify the conversation history of different channels.This means that if a client writes us from Facebook or Gmail, Freshdesk automatically saves the conversations in a single ticket. It's really an effective tool.
It helps us to unify the conversation history of different channels.This means that if a client writes us from Facebook or Gmail, Freshdesk automatically saves the conversations in a single ticket. It's really an effective tool.
Recommendations to others considering the product:
It is a great solution to optimize customer service.
My review for freshdesk
What do you like best about the product?
It is a clod based software that allows you to go with customer support on multiple channels. The service is quick and helps you in solving your queries early. It is an excellent program directed at support ticketing.
What do you dislike about the product?
The features I have used till now are very excellent and supportive so no issues found yet.
What problems is the product solving and how is that benefiting you?
It is very effective software both in functionality and cost wise. Being response saves time. The features are easy to understand so user-friendly.
Recommendations to others considering the product:
It is a good app with good services and excellent customer support. You should give it s try once and I am very sure you will enjoy it.
Great product, very intuitive
What do you like best about the product?
There are several integrations into this system that allow the product to sync into your existing email system. It has a great interface and is easy to read/view and navigate around and add new tools/items to the setup, such as the knowledge base, and automatic replies, and standard solutions.
What do you dislike about the product?
There is not much I can say that I dislike about it, the cost was actually much better compared to other systems that cost more and offered less products out the box. They also help do a lot of the setup unlike others who charge to integrate items for you.
What problems is the product solving and how is that benefiting you?
We use it as a tracking system for our customer service tickets that come in via phone or email. They also offer chat service which would be a new feature we would offer if we end up going that route, but is nice to have as an option for future use.
Recommendations to others considering the product:
I would check with its ability to integrate into your system and IT certifications to make sure they are compatible and that all of the products you are looking to use are actually usable for your purposes as there may be system limitations.
Hi as Manager the trial test was very interesting to monitor and manage the team with task
What do you like best about the product?
Dashboard are very good,
REPORT AS WELL
REPORT AS WELL
What do you dislike about the product?
TAG are not pick up list
not allow to change the type from table view
not allow to change the type from table view
What problems is the product solving and how is that benefiting you?
IT ISSUE AND DEVELOPMENT
Customer Engagement at its Best
What do you like best about the product?
Freshdesk makes it easy to converse with customers and is very user friendly. They make it easy to sort through conversations and go back in time to reference past discussions.
What do you dislike about the product?
I wish this was mobile friendly, would make it much easier on the go.
What problems is the product solving and how is that benefiting you?
This has solved communication issues and when customers need tech support. Entire team can chime in.
Ticket management is the key feature of Freshdesk
What do you like best about the product?
It is a platform that allows us to improve effective communication with the client and helps us focus on a customized solution for each one of them.
Monitoring the activity of operators is a good resource we use to motivate and reward our agents. The dashboard provides a friendly environment that facilitates interaction between the team.
Freshdesk has a wide variety of useful functions to efficiently handle customer queries.
Monitoring the activity of operators is a good resource we use to motivate and reward our agents. The dashboard provides a friendly environment that facilitates interaction between the team.
Freshdesk has a wide variety of useful functions to efficiently handle customer queries.
What do you dislike about the product?
It need more reporting functions with custom parameters.
What problems is the product solving and how is that benefiting you?
It helps us improve customer communication, the environment gives us is suitable for interaction between agents and allows us to properly allocate tickets to the appropriate agents.
Recommendations to others considering the product:
Due to its characteristics it is useful and affordable for small businesses.
Streamlines communication with our customer support team
What do you like best about the product?
Multi-channel support is very useful to connect with customers, allows communication to be fluid and therefore improves the ability of the support team to offer solutions that meet the needs of customers. It integrates seamlessly with digital tools like Gmail, Outlook and social networks.
What do you dislike about the product?
It is a program that is not complicated to use and I pemite interact seamlessly with customers, so I have no negative feedback about this application.
What problems is the product solving and how is that benefiting you?
Freshdesk builds a pleasant experience of customer service. The distribution of tickets to different agents is a simple task that results in shorter response time to customers and thus speeds up the work of the care team. It is a awesome tool to optimize our workflow.
Recommendations to others considering the product:
It provides an excellent system to manage customer queries. It is relatively simple and adapts to the environment of companies of different levels.
Easy to navigate once used to it
What do you like best about the product?
Groupings and assigning. When you assign a ticket to a specific person or department. Also, the ability to let a customer know you are waiting for their response.
What do you dislike about the product?
The automated closing messages. We would like the option to not send an alert when a ticket is closed.
What problems is the product solving and how is that benefiting you?
We are in the transition of pushing all customers to Freshdesk instead of emails. This allows everyone to access customer support remotely.
Recommendations to others considering the product:
There are probably more features than you realize. Keep checking out new things.
Client Request - Ticket Management for Small Business
What do you like best about the product?
Ticket Management: This allows me to see all my team members' tickets and see who has what and who may need help. It also allows me to track trends.
Feedback system: Allowing staff and students to submit feedback based on their service received is very helpful in holding IT staff accountable.
Chat: Though we no longer use chat in our environment, the chat tools built into Freshdesk are absolutely amazing!
Feedback system: Allowing staff and students to submit feedback based on their service received is very helpful in holding IT staff accountable.
Chat: Though we no longer use chat in our environment, the chat tools built into Freshdesk are absolutely amazing!
What do you dislike about the product?
Customizable data on the dashboard. I would love to see different types of date available to choose from on the dashboard.
What problems is the product solving and how is that benefiting you?
In any environment where you have any customers with needs and few staff to address those needs, it is an excellent tool! I highly recommend Freshdesk to anyone in this sort of environment.
Recommendations to others considering the product:
We use Freshdesk in the technology department of our school district, and students, teachers, and staff all submit tickets via Freshdesk to receive support from the IT staff. This has been working great for us for about 3 years. This gets all support needs in one location, instead of emails to multiple members of my team.
FreshDesk Experience
What do you like best about the product?
FreshDesk allows easy access to tools that connect different departments and allows them to work together. We can do support tickets, announcements and communicate in one place.
What do you dislike about the product?
I dislike the simplicity of the platform. I would like to be able to message individuals directly. I'd also like to follow the progress of my correspondence with other departments.
What problems is the product solving and how is that benefiting you?
With FreshDesk we can minimize the need for multiple communication platforms. It is one place that we all can navigate as we integrate projects.
showing 751 - 760