Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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Organizational Dream
What do you like best about the product?
Easily manages thousands of customer requests with organizational excellent and satisfying aesthetics. Even the most overwhelming number of customer requests is easily managed with Freshdesk.
What do you dislike about the product?
There are small design flaws that interfere with the work flow. For instance, the 'ticket updated' notification blocks the total ticket fou nd for several seconds. Even so, I trust this will be an issue set to revoked in the near future.
What problems is the product solving and how is that benefiting you?
I help ministries all over the world further the gospel by providing cutting-edge technology and excellent customer service. I find it easy to keep track of every request, from the most knowledgeable to those in need of a little extra guidance.
A reliable CRM solution that gets the job done
What do you like best about the product?
The system is clean and easy to manage from a UX perspective and while there are still some bugs, the new Mint version enhances this even further.
What do you dislike about the product?
While the software does a good of of managing individual cases, it does not offer much in regards to tying separate cases from separate sources into single account entities.
What problems is the product solving and how is that benefiting you?
We are currently using Freshdesk as our support case manager/chat software for communicating with our member base and ensuring that support issues are resolved.
Amazing for new and upcoming businesses
What do you like best about the product?
Freshdesk is an easy to use palatform for customer support, as it offers ease of use, and a simple UI.
What do you dislike about the product?
Has some limited features, and can cause some CR issues down the road due to the lack of features.
What problems is the product solving and how is that benefiting you?
Customer support is easy to perform, keep track of, and report using FreshDesk.
Support control and monitoring of the requests received.
What do you like best about the product?
We make use of this application to handle the different inconveniences regarding shipping and receipt of merchandise in this way to keep track of all those situations in a personalized way through a domain of the managed only to process concerns of the people.
What do you dislike about the product?
Offers an excellent service through the personalization of information, I have nothing negative to contribute.
What problems is the product solving and how is that benefiting you?
Has a large task panel where you can respond to each request as well as the follow-up through the date of reception and the response date to complete the request, it is easy to use especially because it allows visualizing the different requests in the same panel.
Recommendations to others considering the product:
Is an alternative to provide support to any request that is generated through the provision of any service, it is practical and functional to go attacking those possible failures, I recommend this application especially for the monitoring and control of daily information.
Best customer service software for your support team
What do you like best about the product?
Minimalstic approach towards a big task of supporting your customers. Handy features which helps in routine business.
What do you dislike about the product?
Advance Reports for particulars scenario. Customer Address book needs an refresh view & have an room for improvment. Classification & Labelling of tickets needs more thoughts. Delegated access for agents with different paramenters needed.
What problems is the product solving and how is that benefiting you?
Support on the go is the mantra, after implementing FreshDesk. For support team customer support on the go is an easy task.
A Very Powerful Tool with Great Support
What do you like best about the product?
I love Freshdesk's easy to use interface. We never have trouble training our users on Freshdesk. They find it very intuitive. I also love Freshdesk's support. Everyone that I speak with is very helpful and knowledgeable about the product. They are quick to respond and have creative and viable solutions to our issues. We've found Freshdesk to be a great solution that stacks up well against other service desk solutions at a lower cost.
What do you dislike about the product?
The platform is a bit limited at times. Freshdesk has great functionality, but we've had some minor hurdles to deal with as we're up-scaling. Sometimes, limits on the amounts and types of fields/reports that are available can be a challenge.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, our customers we emailing their account managers directly with their issues. We had no good way to organize their requests and make sure we were responding to them in a timely manner. Our support to our customers has improved greatly with Freshdesk. We have all of our customer's requests organized in one central location. We can easily report on SLA figures as well as trends on what customers are having issues with. We also now have a great place to upload knowledge base articles so that our customers can self-service.
Recommendations to others considering the product:
Don't be afraid to ask questions of the Freshdesk team. They will take all of your requests into consideration. I would also recommend calling support if possible. that's the quickest way to get in touch with someone and they often have a solution to offer right away.
Freshdesk - the good and the bad
What do you like best about the product?
Freshdesk is very easy to navigate when creating and managing tickets. It allows for some serious customization when creating ticket properties. Also, as a big Data guy, Freshdesk offers some awesome Business Intelligence dashboards right on the site, as well as the ability to export clusters of ticket information with a variety of different filters. Overall, I do love Freshdesk and use it 95% of my work day
What do you dislike about the product?
I'm not a personal fan of the new "mint" experience. Also, I wish I could save more criteria fields when exporting tickets
What problems is the product solving and how is that benefiting you?
We're exporting the tickets and using them as data to determine reasons and trends in customer usage and problems they're experiencing
Best Cloud based product for customer help desk
What do you like best about the product?
We are using portal and having great experience for internal organization as well as for customer help desk.
Getting best part in ticketing and tracking of clients feed back easily. Auditing and report generation for individual employee tasks are great feature.
Getting best part in ticketing and tracking of clients feed back easily. Auditing and report generation for individual employee tasks are great feature.
What do you dislike about the product?
Till the time we have not observed any dislike about the product.
What problems is the product solving and how is that benefiting you?
Providing Customer support and give them a great experience having with us. It makes our team-word and task easy for managing the clients.
Recommendations to others considering the product:
User friendly and no dedicated training required. Awesome product!
Best way to communicate online
What do you like best about the product?
Easy to search the tickets, friendly and great assurance and well designed features. Overall experience has been positive
What do you dislike about the product?
If we set 24 hr to remind, sometimes it reminds us in 3 hr or 4 hr after set. Other than this there is no complaint.
What problems is the product solving and how is that benefiting you?
We are solving the customer issues, queries. It helps to track and assign the work to concerned person.
Recommendations to others considering the product:
It helps keeps us focused on delivering great customer service and great assurance any input that comes in will get the attention we promise. We found this necessary to avoid getting lost in emails or having emails reduce our productivity.
Effective tool
What do you like best about the product?
It is very easy to integrate, the dashboard provides important utilities such as average response time, resolved tickets, and more. The price is quite affordable for everything it offers. We can assign tickets automatically to groups or individuals. The configuration is easy and works perfectly to create different work groups.
What do you dislike about the product?
The chat functionality is not entirely good. It needs to support more social platforms like LinkedIn and others. The interface could be better organized and more visually familiar. Otherwise, perfect.
What problems is the product solving and how is that benefiting you?
Ticket management, increase in organization in different areas.
Recommendations to others considering the product:
Good market option, I recommend giving it a chance.
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