Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk is Everything you need to deliver exceptional customer support"
What do you like best about the product?
Freshdesk is help desk on cloud , it is simple to use, set up and ready to work with a few configuration , even though is an intuitive tool has a complete on line documentation also with a efficient support team .
Dashwork with your real time information about what happen in your helpdesk , many productivity reports.
It is a multichannel plataform with Email ,Portal telephone, chat ,witget and social media channels such as Twitter and Facebook to rise your requerements.
Also have many integration with other aplicatios as Agent Productivity ,Bot CRM,E-Commerce
Email Marketing File Sharing & Collaboration,Google Apps, Time Tracking & Billing
Video, Telephony & SMS
It is Multilanguage and also has mobile app for agents IOS and androide.
Freshdesk has different suscription plan from free to complete suite , it is a pay-as-you-go service and you can upgrade, downgrade or cancel at any time.
In addition it is a secure application with Information Security Compliance Certifications.(TRUSTe General Data Protection Regulation (GDPR).SOC2 type II) their data center are complient with ISO 27001, SSAE-16 y HIPAA.
Dashwork with your real time information about what happen in your helpdesk , many productivity reports.
It is a multichannel plataform with Email ,Portal telephone, chat ,witget and social media channels such as Twitter and Facebook to rise your requerements.
Also have many integration with other aplicatios as Agent Productivity ,Bot CRM,E-Commerce
Email Marketing File Sharing & Collaboration,Google Apps, Time Tracking & Billing
Video, Telephony & SMS
It is Multilanguage and also has mobile app for agents IOS and androide.
Freshdesk has different suscription plan from free to complete suite , it is a pay-as-you-go service and you can upgrade, downgrade or cancel at any time.
In addition it is a secure application with Information Security Compliance Certifications.(TRUSTe General Data Protection Regulation (GDPR).SOC2 type II) their data center are complient with ISO 27001, SSAE-16 y HIPAA.
What do you dislike about the product?
Well to be honest i would like more social media integration such as instagrant whattapp, telegram.
Freshwork must include services order either digital or printed on paper in Freshdesk
generate more costumer reports
Freshdesk must be complaint with HIPPA (they are working we hapes will be next year) )
Freshwork must include services order either digital or printed on paper in Freshdesk
generate more costumer reports
Freshdesk must be complaint with HIPPA (they are working we hapes will be next year) )
What problems is the product solving and how is that benefiting you?
We focus on improve our costumer attention and automatization to assignes ticket to different department
Recommendations to others considering the product:
Even though is intuitive Software and simple to use you must use the Freshdesk trail and enrole in Freshdesk academy , with this tool your coul impreve your skill in Freshdesk Feature
Good soli dproduct with great support
What do you like best about the product?
The ability to log time against tickets is nicely done, private and public notes are managed well and it integrates with our email servers very well.
What do you dislike about the product?
when pasting images into a ticket, focus is pulled to the SUBMIT Button so if you hit return, you end up commenting prematurely.
What problems is the product solving and how is that benefiting you?
recording time spent against specific tickets.
Recommendations to others considering the product:
Get Freshdesk to migrate existing content
Freshdesk - it does the job of a customer support desk but is not an email solution for everybody
What do you like best about the product?
The best bit about FreshDesk are the Day passes that allows non permanent members to the team to access the support desk - this is especially useful for dealing with holiday or changes in team structure. Without committing for a full additional user or two. Also the structure that FreshDesk gave to the support team allows almost anybody to deal with complex issues utilising the canned responses.
What do you dislike about the product?
Minimal integration into SalesForce - it leaves a lot to be desired even worse is the fact they do not officially support SalesForce Lightening - its been out for 3 years! Probably because they want you to go into their eco system for all your services. The Salesforce plugin has not been updated since FreshSales was released does not take much to put 2 and 2 together.
What problems is the product solving and how is that benefiting you?
Reliability of replying and dealing with customer issues, questions enquires etc. Going from a standard Imap inbox into Freshdesk has changed our lives for the better.
It has also brought us accountability throughout the entire support process.
It has also brought us accountability throughout the entire support process.
Recommendations to others considering the product:
We like FreshDesk for its intended purpose - it is probably even better if used within the Eco system of their other products. but we bought into the SalesForce system at the moment we started with Freshdesk.
A the beginning we attempted to use it as a solution for our sales team but that was very difficult0 - do not try to use it beyond a service desk / customer support desk.
A the beginning we attempted to use it as a solution for our sales team but that was very difficult0 - do not try to use it beyond a service desk / customer support desk.
How Freshdesk allowed us to stay organized
What do you like best about the product?
With Freshdesk we are able to have our clients email the help desk, we can assign each other tickets, leave notes on tickets and answer clients from within Freshdesk. This helps eliminate a lot of emails and keeps all the info organized in one place.
What do you dislike about the product?
As with most of these solutions something always seems to be missing, we have yet to find a solution that has it all.
What problems is the product solving and how is that benefiting you?
We were missing some client request because they got buried in someones inbox, while Freshdesk keeps it all nice and organized for the admin to oversee.
Recommendations to others considering the product:
It's really easy to setup, just make sure you keep your options open until you are sure you want to continue using it. e.g. make sure you can redirect your support email else where if you don't like freshdesk after the trial period.
Easy to use and great support
What do you like best about the product?
Ticket management with internal notes, canned responses and good support
What do you dislike about the product?
i cannot say there is much i dislike about freshdesk.
What problems is the product solving and how is that benefiting you?
Customer support and tasks assignments between the teams
Freshdesk works
What do you like best about the product?
IOS app included in software. Easy to manage from remote locations. Very user-friendly. Outstanding number of integrations. Reports and gamification features offer a lot of value.
What do you dislike about the product?
Lack of integration. Ticketing functionality could be better. Lacks change management controls not everyone will appreciate the tool's gamification capability, which sets Freshdesk apart from every other helpdesk competitor in the roundup.
What problems is the product solving and how is that benefiting you?
Close SLA’s on time.
One software to communicate millions
What do you like best about the product?
The best thing about freshdesk is that it provides multi-functioning option to communicate with multiple customers and people who visit your website.Ultimately its the best software to solve customer queries.
What do you dislike about the product?
Sometimes it lags and doesn't provide the customer information when we search mail id on it.
Sometime we also witness problem with chat as while the chat is in offline mode the customer chats gets rejected that only problem i witnessed on the freshdesk else everything is fine.
Sometime we also witness problem with chat as while the chat is in offline mode the customer chats gets rejected that only problem i witnessed on the freshdesk else everything is fine.
What problems is the product solving and how is that benefiting you?
In terms of sales, customer needs their order status on a daily basis so our team while working on it is capable of providing them with the information and storing their queries.
Recommendations to others considering the product:
Everything is alright but sometimes chat rejects while being offline and that effects the overall performance of the employee.
Excellent help desk system
What do you like best about the product?
Web Interface is easy to use and has a modern layout.
What do you dislike about the product?
Not on premise. Would be good to have a version to install on server.
What problems is the product solving and how is that benefiting you?
Provide online help desk service to clients.
Eligible platform to use for communicating with customers.
What do you like best about the product?
Manage tickets easily.
Collecting the feedback's of customers
Collecting the feedback's of customers
What do you dislike about the product?
There are times that it failed to load. Afterall, there's no problem at all
What problems is the product solving and how is that benefiting you?
easy to organize open and pending tickets
Recommendations to others considering the product:
Wish to organize emails easily? Use Freshdesk now.
FRESHDESK REVIEW
What do you like best about the product?
I like that it's very user friendly and accessible to the public.
What do you dislike about the product?
I didn't like the graphic design and thought that it could be designed more aesthetically appealing.
What problems is the product solving and how is that benefiting you?
I am trying to automate all repetitive administrative work. I've had more time to work directly with customers instead of spending so much time doing day-to-day administrative work.
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