Freshdesk
Freshworks Inc.External reviews
3,555 reviews
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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.
Good working environment
What do you like best about the product?
Simple to create effective marketing campaigns based on our actual customer data. I'm looking to create straight forward trigger campaign (cart/browse abandon) to more targeted ones (people who viewed specific products or participated in past promotions) I can create that segment in a matter of minutes.
What do you dislike about the product?
I can't think of any complaints, wish I had access to the platform years ago.
What problems is the product solving and how is that benefiting you?
We approached them to take over our abandon cart campaigns and we definitely saw an increase in sends and revenue.
Recommendations to others considering the product:
Ask your account rep for new ideas on how to use SHQ, ours is giving us new ideas every month.
easy to handle customers query
What do you like best about the product?
I can embed in my organization website,
even I can get queries from the social platform.
I can track each ticket and solve on time
FAQ appears when a user try to submit any query with shoing its subjects.
even I can get queries from the social platform.
I can track each ticket and solve on time
FAQ appears when a user try to submit any query with shoing its subjects.
What do you dislike about the product?
I not able to create more fields in ticket form.
wont get much edtitiong option in customizing support portal
wont get much edtitiong option in customizing support portal
What problems is the product solving and how is that benefiting you?
all the qeuaries were coming through call and we have not enough resources to handle it. even managment of calling data is not possible. delay in response.
Recommendations to others considering the product:
atlest try at the evlaution version so able to understand the help desk application. after that you will be able to take decision about it.
Helpdesk software
What do you like best about the product?
Ease of use and the mobile.app is good.
What do you dislike about the product?
Asset piece is a little clunky hard to figure out and reporting isnt as nice.
What problems is the product solving and how is that benefiting you?
Helpdesk management. Showing us volume of tickets.
Powerful Ticket Management Software
What do you like best about the product?
The ticket management is great! The user interface is clean, simple and very easy to understand.
What do you dislike about the product?
Freshdesk lacks behind with it's integration into other messaging platforms such as chatbots, linkedin, etc.
What problems is the product solving and how is that benefiting you?
Freshdesk has saved us a lot of time answering small simple questions by giving our customers the option to talk directly to me.
Great CS Software
What do you like best about the product?
Zendesk has one of the largest marketplace for extensions which expands its customer support service across all platforms. It also shows us statistics and sends out surveys which allows us to improve our customer service for our customers.
What do you dislike about the product?
While you can customize it, Zendesk user interface is confusing and is a lot harder to use then some other competitors.
What problems is the product solving and how is that benefiting you?
With the Zendesk extensions, all our social media, emails, and questions all come through Zendesk. This has saved us a lot of time and has increased our customer retention.
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