Freshdesk
Freshworks Inc.External reviews
3,556 reviews
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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.
Works as expected
What do you like best about the product?
Have been using it for the last year or so. Great and simple took to track SD tickets
What do you dislike about the product?
Challenges on setting up different view/perms for different group of users
What problems is the product solving and how is that benefiting you?
Normal company service desk requests and incident tracking
Affordable
What do you like best about the product?
It's customizable is really great which most of the helpdesk softwares lack.
Really affordable for small and medium businesses.
Really affordable for small and medium businesses.
What do you dislike about the product?
Cannot attach video references or documents. But works for me as I only have internal customers.
What problems is the product solving and how is that benefiting you?
Daily problems. Problems in AD or lets say login failures, resetting. This has made it easier.
The program solved my communication problem.
What do you like best about the product?
By acquiring the program we were able to focus on the techniques that relate to the main API and the various web seminars. Since the conversations that I have been able to generate, have been very fluid, case that has seemed to me of enough taste and more for the fact of being able to have a level of productivity greater than normal.
It is also one of the first services with which I have been able to strengthen the products I offer, which has allowed me in general that my customers have a good interaction and could denote more broadly the quality of it.
It is also one of the first services with which I have been able to strengthen the products I offer, which has allowed me in general that my customers have a good interaction and could denote more broadly the quality of it.
What do you dislike about the product?
The expansion of functions that the program counts is something complex, which I have not been able to accommodate well in order to establish a system related to support and personal operations. More than anything because I still can't differentiate well the reception of notifications and tickets that are constantly coming in for my clients.
I have also had a complication to the system related to the registration of tickets, but this happened to me after the last update that has had the program, since previously I did not see it and is something that should check and improve.
I have also had a complication to the system related to the registration of tickets, but this happened to me after the last update that has had the program, since previously I did not see it and is something that should check and improve.
What problems is the product solving and how is that benefiting you?
In view of my lack of knowledge of the program, I was able to accommodate myself in a short time and be able to represent my community more broadly. I have seen this case of total help and more when I know how my clients act with the products I offer.
I also had the impression of having a more open list for the reception of new clients and more by complementing them in my community without any interference. So I feel safe to have through the program, because despite its drawbacks, manages to accept my requests when I make it to the support, case that I highly recommend to purchase.
I also had the impression of having a more open list for the reception of new clients and more by complementing them in my community without any interference. So I feel safe to have through the program, because despite its drawbacks, manages to accept my requests when I make it to the support, case that I highly recommend to purchase.
Recommendations to others considering the product:
this is a good product
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