Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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FreshDesk great potential
What do you like best about the product?
I love the omni channels and how you can take care of a client through the multi-facets, such as ticketing, chatting and calling. In addition to Freddy, IA assists you to make your job easier (little things like suggestions of what type of ticket or helping formulate an email are amazing)
What do you dislike about the product?
I would prefer if the FreshDesk side housed a client profile where all of the ticketings would be directly housed and managed within the profile instead of our agents needing to change the contact's email to apply the tickets to the merchant. IE A third party emails our company about a mutual client, but it is not tied to the contact yet because it's the third-party email, not the contacts email, and we have continued to reply to the third party, so the ticket stays in limbo
What problems is the product solving and how is that benefiting you?
Ticketing and tracking progression of clients complaints to ultimate solutions to their complaints
Freshdesk makes my small business seem much larger
What do you like best about the product?
Made us highly productive very quickly. Very easy to set up and even easier to create time-saving standard responses and workflows. We provide complex procurement tools and services, and Freshdesk made supporting clients and vendors fast and easy - for them and us.
What do you dislike about the product?
When I have to reauthenticate, I don't particularly appreciate going through two logins to access the platform. Make it more straightforward, like Monday.com.
What problems is the product solving and how is that benefiting you?
Supporting major procurement projects demands timeliness, precision, and uniformity of support. To fail in any of those aspects can be disastrous. Freshdesk facilitates a clear line of communication with vendors and customers who need help and a way to do so with quality, consistency, and speed. As a result, we are able to maintain our excellent reputation and are more profitable.
It is a great platform to use for working purposes.
What do you like best about the product?
Using Freshdesk allows your team members to be in constant communication in between coworkers and most importantly in between customer. You can learn all about a client without having to ask any one, just simply go through their emails.
What do you dislike about the product?
If you sent an automated email from outside, you cannot find it unless the person replies back on that email.
What problems is the product solving and how is that benefiting you?
I´m not that involved with the platform.
Excellent support, excellent product
What do you like best about the product?
The customer support os top notch and response time is excellent
What do you dislike about the product?
The webchat system is lacking some options such as blocking out of country webchats
What problems is the product solving and how is that benefiting you?
Freshdesk allows my team to work remotely and handle tickets. Live calls and webchat as well.
Freshworks,fresh desk has been instrumental in great use for telleconsultation .
What do you like best about the product?
It was all started at the time of pandemic , i used work on different domains on fresh works, fresh desk has been great support for agents to map tickets, ensuring tickets resolution, assigning tasks, creating credentials, and the best part we use to create a ticket it shows pending,due and all this made easy to understand, assign mapping the tickets, writting notes on the ticket, routing the ticket, it was great use for medical field that I worked in.
What do you dislike about the product?
There is no such it was smooth simple easy accessible, great use for tells consulting. Sometimes there would be glitch in call not connecting,call generation link was the main glitch.
What problems is the product solving and how is that benefiting you?
It was all started at the time of pandemic , i used work on different domains on fresh works, fresh desk has been great support for agents to map tickets, ensuring tickets resolution, assigning tasks, creating credentials, and the best part we use to create a ticket it shows pending,due and all this made easy to understand
The best software tool for managing your emails
What do you like best about the product?
Very user-friendly and does not require in-depth training just to get the hang of it. I can easily manage our company emails with the help of this amazing tool.
What do you dislike about the product?
You would have to pay extra if you need other users to use the system within your business, but that's understandable. Right now, that's the only thing I don't like about this tool.
What problems is the product solving and how is that benefiting you?
We can easily manage our emails by just using this tool. Multiple users can use it at the same time which makes it more amazing since we need to make sure that all our company emails are answered on time.
Freshdesk is the BEST
What do you like best about the product?
Been using it for years and so happy we changed from Jira to Freshdesk! Jira crashed on us several times and was clunky and hard to use because we outgrew it so fast with so many tickets. So we switched to Freshdesk and haven't had a single problem in years. The price can't be beat and it is so worth it in ease of use compared to Jira. Very easy to setup, we had to setup from scratch and had lost our entire knowledge base and rebuilt it in Jira. We use the ticket system, chat, email and knowledgebase.
What do you dislike about the product?
I can't think of anything that I don't like about Freshdesk. It has exceeded our expectations as a helpdesk tool and I will be looking at their other products too.
What problems is the product solving and how is that benefiting you?
After the first time the helpdesk got spammed they quickly added a mark as spam feature and never had the problem again.
Great software! Prompt support!
What do you like best about the product?
It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates.
What do you dislike about the product?
Although it is an omnichannel tool you get all the features with a better organization of the functions on the separate tools for each channel (e.g. Freshcaller).
What problems is the product solving and how is that benefiting you?
It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates.
Very easy to navigate
What do you like best about the product?
The Ease to navigate and get notifications. The fact I can schedule myself out of the office is a great feature. The call option is also nice but can be improved.
Overall, Freshdesk is good at what it is for in all plans
Overall, Freshdesk is good at what it is for in all plans
What do you dislike about the product?
I am not completely awed by the call feature as one needs to manually resolve the created ticket. I feel the ticket should be resolved automatically once the comment is updated and submitted.
What problems is the product solving and how is that benefiting you?
Prioritizing our task has been a good problem solver to customer service. It helps us give particular attention to tickets that needs to be resolved on time, mail notifications are always provided and that has been helpful.
Great customer service tool!
What do you like best about the product?
Freshdesk helped us organize customer service in a way that allowed us to maintain control over the processes to be carried out, and also enabled our customers to have control over their requests.
What do you dislike about the product?
The only thing we have problems with is the way threads and email exchanges are structured; there is no continuity, so the conversations become confusing.
What problems is the product solving and how is that benefiting you?
Freshdesk resolves our organization and helps prioritize the tasks to be executed for each client. As we have a high demand, we can organize the services by clients and have a clear view of the processes to be carried out.
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