Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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Freshdesk - Great for beginners
What do you like best about the product?
This is our first experience with an helpdesk software. Nonetheless, the configuration process was easy and straightforward. The UI is clean and well-organized so this is a very good product for those who need an uncomplicated product.
What do you dislike about the product?
It takes a couple of minutes for the customers' database to pick up newly-inserted customers. This could be faster.
What problems is the product solving and how is that benefiting you?
We manage technical support with the help of Freshdesk, which helps us keep track of the ongoing issues for each customer.
Recommendations to others considering the product:
No specific recommendations
Easy to Use Help Desk Support
What do you like best about the product?
I love the ability to automate requests that we receive a lot.
What do you dislike about the product?
A little bit of a learning curve from other systems at first, but after it was easy to use
What problems is the product solving and how is that benefiting you?
internal Help Desk services and customer support
Great platform for helpdesk
What do you like best about the product?
I love that all time zones are easily converted
What do you dislike about the product?
The cost can get a little high onve you add featires
What problems is the product solving and how is that benefiting you?
Tickets and helo desk organization
Recommendations to others considering the product:
Easy to intragrate
Freshdesk is one of the most attractive options on the market
What do you like best about the product?
This software is incredibly user-friendly and jam-packed with features and plug-ins. Also, Freshdesk helps us evaluate the productivity of each agent so we can set goals for each person on the team.
What do you dislike about the product?
Freshdesk does not have a robust selection of themes to customize the appearance of the support portal.
What problems is the product solving and how is that benefiting you?
The interaction with our team members has improved, because it is very easy to assign emails to the right department and the right person within that department.
Recommendations to others considering the product:
Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features.
Good helpdesk/live chat software that has great potential
What do you like best about the product?
Ticket management is pretty simple. Without that kind of training, the interface is also understandable. Easy to respond to email customers in. Everything is clear and the fields required make reporting easy. It also has a very convenient multi-language feature and very rarely did we have any errors or downtime.
What do you dislike about the product?
Some things aren't always easy or intuitive. Like if a client chats in and enters their email wrong then you try to correct it in the contact and business details later to make sure it's associated, the entire ticket gets lost!
Also very inconvenient is that there is no possibility to create our own report only use pre-made ones.
Also very inconvenient is that there is no possibility to create our own report only use pre-made ones.
What problems is the product solving and how is that benefiting you?
We needed a ticketing and email/ chat system. Its good for small- medium level enterprises and fulfills all the basic requirement of ticketing system but we had difficulty with this software.
Recommendations to others considering the product:
Consider a trial first and feel free to ask their customer service team questions.
Freshdesk - Helps out with Customer Support a lot!
What do you like best about the product?
Freshdesk is an incredibly flexible and engaging platform for building relationships with customers, extremely suited for sharing and gathering information with customers via a wide variety of channels from social media to live chat. With Freshdesk it has been made possible to receive tickets from customers and direct them to right agent. Can also track tickets as well!
What do you dislike about the product?
Not enough social interaction such as Instagram and linkedin.
screenflow of the UI can use some iprovement
screenflow of the UI can use some iprovement
What problems is the product solving and how is that benefiting you?
making our customers happy and reducing csr time spent on tickets
Freshdesk provides a rich feature set and allows for customization
What do you like best about the product?
I love that the Freshdesk system allows for customization, including writing your own code in order to increase functionality of the support desk. In addition, there are many integrations available, including with the Zoho suite and JIRA software system.
What do you dislike about the product?
There isn't really much I don't like about how Freshdesk works and performs. The only reason we're moving in another direction is to reduce cost by moving everything under one vendor.
What problems is the product solving and how is that benefiting you?
Freshdesk solves are Customer Support business problem. It provides a wonderful Help Desk for submitting tickets, reviewing Knowledge-base articles, and Forum Posts by other users of our software.
Recommendations to others considering the product:
Freshdesk is a great software solution for the Help Desk at it's price range. Definitely consider this software and see if it fits your needs and budget.
A couple more features would make it perfect!
What do you like best about the product?
Here at my workplace, we use Freshdesk and really enjoy it. Being able to auto assign tickets and keep track of everything has been a huge help for us.
What do you dislike about the product?
I really wish it would allow you to create templates to use in different common tickets. For example. We have a lot of people who email support about forgotten logins and how they can create accounts. These kinds of questions don't need detailed replies as they are the same each time. The ability to add a template for login info or account creation would speed up those repetitive emails a lot!
What problems is the product solving and how is that benefiting you?
We are trying to provide fast responses without missing any questions. A lot of our reps develop solid relationships with customers, but the tradeoff is that they switch to personal emails quite often. Freshdesk's auto-assignment lets them keep that personal touch for assigned clients while keeping the ability to track things and prevent missed emails in their personal inboxes.
Recommendations to others considering the product:
They are definitely trying to improve their software. They recently upgraded their entire interface and we love it!
Great Tool for collaborating with a full support team
What do you like best about the product?
The option to be able to automate responses for certain common support issues.
Being able to collaborate and bring in other team members to resolve tickets.
Great integrations with other apps.
Being able to collaborate and bring in other team members to resolve tickets.
Great integrations with other apps.
What do you dislike about the product?
None
There have recently been some technical issues, but this is the firs titme in about a year of use I have seen any issues like this.
There have recently been some technical issues, but this is the firs titme in about a year of use I have seen any issues like this.
What problems is the product solving and how is that benefiting you?
Organizing current client load and all related employees.
Keeping track support trends and bug with our own software.
Keeping track support trends and bug with our own software.
Superman (The Technical Lifesaver)
What do you like best about the product?
I like best the use of the ticketing system which allows all of our team members to keep track of various projects and various tasks that need to be completed on a day to day basis.
What do you dislike about the product?
I dislike the amount of space it allows for images and videos to be attached to resonses and to solutions.
What problems is the product solving and how is that benefiting you?
It helps us to keep with our different restaurants and their needs.
It allows us to prepare for future team members to be able to train properly and effectively.
It allows us to prepare for future team members to be able to train properly and effectively.
Recommendations to others considering the product:
Be sure to understand all of the functions of this prodcut as it can be very beneficial to growth and development of all of the team members who uses the platform. It allows you to be able to track ticket with your various customers. It allows you create documentation that can be used as quick answers for any emails that come in to your team. You are also able to customize how your response emails read to your customers by editing it all within the settings.
This platform can help you save time and be very organized throught any day to day operations.
I encourage anyone to use this platform or a platform that is developed by freshdesk to be able to succeed and go above and beyond the call of duty.
This platform can help you save time and be very organized throught any day to day operations.
I encourage anyone to use this platform or a platform that is developed by freshdesk to be able to succeed and go above and beyond the call of duty.
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