Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Convenient and Easy to use system
What do you like best about the product?
How user-friendly is the system, and easy to understand how the system works. I usually use the Freshdesk when we need to set up something or look for better ways to make the process easy, and it was never hard for me to use it. Also, with fast customer service resolution, every time I ask or raise inquiries, they can help and assist promptly.
What do you dislike about the product?
Sometimes we encounter tickets not being integrated at Freshdesk in minimal instances. It was also much better if Instagram and Viber access can be integrated into Freshdesk for free, like Facebook and email.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us in getting all the brands and channels we have into one platform, it categorises everything for easy access and delegation of work to different groups and individual.
Integrated platform with a lot of potential
What do you like best about the product?
Integrated Channels
Great account management
Lots of plugins
One integrated platform for CRM/Tickets/Calls/Chats
Great account management
Lots of plugins
One integrated platform for CRM/Tickets/Calls/Chats
What do you dislike about the product?
Lack of automation between modules
The reporting function is left wanting
Some data discrepancies
Some core functions limit desired outcome
The reporting function is left wanting
Some data discrepancies
Some core functions limit desired outcome
What problems is the product solving and how is that benefiting you?
It is helpful to have one platform for all communications. My team doesn't need to switch between a phone system, a chat system and an email ticketing system. It's all in one, which helps lower the context-switching my agent goes through. This also consolidates the reporting so you can see every call, email chain and chat with one contact within the system.
Very efficient tool, I would recommend
What do you like best about the product?
Freshdesk makes it easy to organise tickets into categories, triage, assign agents and resolve quickly.
The automations are particularly useful. Tickets are automatically triaged to the right people. Rules can be set up on numerous things meaning not many tickets have to be manually triaged.
The automations are particularly useful. Tickets are automatically triaged to the right people. Rules can be set up on numerous things meaning not many tickets have to be manually triaged.
What do you dislike about the product?
Using APIs on automations can be tricky. There can be room for automations to fail, resulting in lots of failure notifications. For example, automatically adding tags.
What problems is the product solving and how is that benefiting you?
It makes cross functional working easier. Freshdesk agents sit in multiple teams across the business who don't otherwise work with one another. Automatic assignment and quick re assignment and internal notes makes this cross functional operation easier.
Easy and effective helpdesk system
What do you like best about the product?
- Ability to use several channels
- Easy to configure
- Efficient tools for agents
- Friendly UI
- High customization options
- Cost-effective solution
- Mpdern technologies
- Easy to configure
- Efficient tools for agents
- Friendly UI
- High customization options
- Cost-effective solution
- Mpdern technologies
What do you dislike about the product?
Some times one can experience time lag, still the Freshworks team address issues as soon as possible
What problems is the product solving and how is that benefiting you?
- We use it as our internal helpdesk system
- With advanced agent performance tool we reduced time to reply
- One can easily create dashboard and reports - great analytics options
- With advanced agent performance tool we reduced time to reply
- One can easily create dashboard and reports - great analytics options
Best Support Desk for SMB
What do you like best about the product?
Freshdesk is an excellent platform for support ticket management. It is relatively easy to use and robust in its overall feature offerings. It allows for customization of your specific forms and will enable you to tailor the design to your specific product.
There are many integrations and apps that can be used to integrate with your current systems and ability to customize your own widgets for your companies specific needs.
There are many integrations and apps that can be used to integrate with your current systems and ability to customize your own widgets for your companies specific needs.
What do you dislike about the product?
We have been with Freshdesk almost since their beginning years and as my company has grown, we have had more need for advanced features that require upgrading my subscription plan. We sit in some Classic plan that doesn't align with the current day plans and it is tough to see what features we have access to and which ones we do not have available to us.
It is almost impossible to change our Forms to fit our needs not without losing all of our past service history and starting over. If we modify one field the wrong way it will wipe out the history for that field.
Support is 100% overseas and connectivity issues, and language barrier can be problematic if you need live support. Stick to a chat window if possible.
It is almost impossible to change our Forms to fit our needs not without losing all of our past service history and starting over. If we modify one field the wrong way it will wipe out the history for that field.
Support is 100% overseas and connectivity issues, and language barrier can be problematic if you need live support. Stick to a chat window if possible.
What problems is the product solving and how is that benefiting you?
Being able to direct all of our customer questions and repair needs to one central system is critical to effectively managing our help desk operations. We will look to further integrate freshdesk with our systems or adopt other Freshservice products.
Nice post sales CRM
What do you like best about the product?
The new dashboards are now very helpful to make decisions.
What do you dislike about the product?
Same thing, still costly. They should think on pricing.
What problems is the product solving and how is that benefiting you?
Giving proper tracking for any complaint from the customer
Easy to use and configure
What do you like best about the product?
I like that the software is easily configurable.
What do you dislike about the product?
I would like more features without having to have the more expensive package.
What problems is the product solving and how is that benefiting you?
The historical data we can maintain to assist in resolving new cases helps tremendously. The search function allows me to easily and quickly find comparable issues. They have recently added a new feature that will allow us to share internally with our developers that is a HUGE help!
Efficient Customer Support and Engagement with Freshworks
What do you like best about the product?
The range of products: Freshworks offers a comprehensive suite of software products, catering to various customer engagement needs. Whether it's customer support, sales, marketing, or project management, Freshworks provides a solution for each area, allowing businesses to streamline their operations and improve customer experience.
Automation capabilities: Freshworks excels in automating repetitive tasks, saving time and improving efficiency. From ticket management to lead nurturing, the platform offers powerful automation features that help businesses streamline their processes and focus on delivering better customer service.
Automation capabilities: Freshworks excels in automating repetitive tasks, saving time and improving efficiency. From ticket management to lead nurturing, the platform offers powerful automation features that help businesses streamline their processes and focus on delivering better customer service.
What do you dislike about the product?
Pricing structure: While Freshworks offers a range of plans tailored for different business sizes, the pricing structure can become costly as additional features and users are added. This might pose a challenge for smaller businesses with limited budgets.
Limited customization options: While Freshworks provides solid out-of-the-box functionality, customization options can be limited for businesses with unique requirements. Some advanced customization options may require technical expertise or additional assistance from the Freshworks team.
Limited customization options: While Freshworks provides solid out-of-the-box functionality, customization options can be limited for businesses with unique requirements. Some advanced customization options may require technical expertise or additional assistance from the Freshworks team.
What problems is the product solving and how is that benefiting you?
Streamlining customer support: Freshworks provides a centralized helpdesk solution (Freshdesk) that enables businesses to efficiently manage customer inquiries, track tickets, and provide timely resolutions. This streamlines support processes and improves response times.
A platform that can provide a variety of different solutions to all your business woes
What do you like best about the product?
The best part about freshworks is its inate ability to analyse the data which we as users have already entered and generate a Digital Analysis that is presentable as a report.
What do you dislike about the product?
With the ever evolving AI technology, I believe it would be of great value if there are more options available for the users to automate Email Marketing in more innovative and thought provoking ways.
What problems is the product solving and how is that benefiting you?
As a person who craves for numbers and data to determine success in Business, Freshworks makes our lives a whole lot easier through its ability generate such reports with ease, whereas prior to our integration with Freshworks generating such reports to analyse Sales, Customer satisfaction and so forth was such a time consuming task.
Fresh-works
What do you like best about the product?
Freshworks is a software company that offers a suite of customer engagement products. Some notable aspects of Freshworks include its all-in-one platform that integrates various applications, its user-friendly interface, automation and customization capabilities, omnichannel support for customer interactions, and robust reporting and analytics features. It is known for streamlining customer support, sales, and marketing processes. However, personal preferences may vary, so it's advisable to explore different software options and consider individual business needs when selecting a solution.
What do you dislike about the product?
Pricing: There have been reports of Freshworks' pricing being relatively high compared to alternative solutions, particularly for businesses with larger teams or higher usage needs. It's crucial to carefully review the pricing plans and features offered by Freshworks to determine if they fit within your budget.
What problems is the product solving and how is that benefiting you?
Give me consultation about how to grow my business reach and linkups. Also, provide technical support when I get stuck in any issues. Help me utilise my time which is great.
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