Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Freshdesk experience
What do you like best about the product?
A lot of useful features. Really dynamic options and it's easy to configure.
What do you dislike about the product?
Possibly the huge number of options and it may be hard to find the right feature
What problems is the product solving and how is that benefiting you?
It solves communication problems so it's easy to talk to the customers
Great Product with Very Good Customer Service
What do you like best about the product?
I very much so enjoy the live chat for assistance. I also like the ease with which I can add and remove mailboxes. We transitioned from a software to this, and our agents seem to enjoy it.
What do you dislike about the product?
The paywalls for some of the features is kind of annoying it some regards, yes I understand it but I would like to know log out and log in times. Other than that there isn't much I dislike about it
What problems is the product solving and how is that benefiting you?
It serves our IT Helpdesk inbox. We also use it to round-robin e-mails to our customer support team. The reports it outputs also help with metrics and determining about many people we need to be staffed at one time.
Great Ticketing System for Inputting Requests
What do you like best about the product?
I like the dashboard display. It's simple, easy to use, and organized. I enjoy how the projects are organized.
What do you dislike about the product?
I wish that it had a built-in calendar. It would help with the organizing if one could see the tasks laid out daily.
What problems is the product solving and how is that benefiting you?
It allows our Marketing team to manage all our requests in one location. Also allows us to work in order of requests.
Best ticket system for IT
What do you like best about the product?
We have found Freshdesk's layout simple and the app works a treat. It has helped increase our support tickets resolution time down to a minimum and increase productivity within the team.
What do you dislike about the product?
The cost, for a big team of users this can end up quite costly. I think it would be ideal for education pricing to be more affordable as school budgets are very tight.
What problems is the product solving and how is that benefiting you?
It ensures all emails are brought into one central location and IT staff can actively respond to tickets that are hitting the inbox, we can see in real time who has actioned what.
Seamless and easy to use
What do you like best about the product?
How east it is to navigate the CRM. It is easy for a layman to use the CRM
What do you dislike about the product?
Inability to spool specific data, hence the need to always request from Freshdesk team
What problems is the product solving and how is that benefiting you?
Easy communication between the business and customers
Perfect
What do you like best about the product?
Support team is really helpful, article and support pages are informatics
What do you dislike about the product?
It's getting complex if you managing more products
What problems is the product solving and how is that benefiting you?
Helping managing customer help desk
Great!
What do you like best about the product?
I like the flexibility it offers us as a business, it allows us to customise the system to meet different SLA targets across different products. Freshdesk offers a full range of analytics that also helps us drill down into the data.
What do you dislike about the product?
I would like the option to amend the priority levels of tickets, currently the system default doesn't always work with our customers.
What problems is the product solving and how is that benefiting you?
Reducing the need for any manual work, the automations help to close down tickets without the need of an agent to manually chase the customer/third party for more information.
External configurability lacking
What do you like best about the product?
Makes is very easy to get report for agent performance
What do you dislike about the product?
I cannot get information from my backend system directly to Freshdesk
What problems is the product solving and how is that benefiting you?
Ensuring we can provide timely resolution to customer queries and track them
Freshdesk Omnichannel
What do you like best about the product?
Freshdesk Omnichannel ticket management helps to keep track of a lot of things such as sla times, it's very nice that they report against me, I like it. this is amazing.
What do you dislike about the product?
There are no negative aspects in general.
What problems is the product solving and how is that benefiting you?
An application that works very well when talking to customers, I personally liked it.
Ticketing and calling software for Customer support
What do you like best about the product?
It offers a wide range of features such as multi-channel support, automation of routine tasks, a knowledge base for customers, and customizable ticket fields, It also integrates with Salesforce, Slack, and Jira,
What do you dislike about the product?
it could improve its customization options and old design. Sometimes there can be
some technical issues, such as slow load times or glitches in the software, and it's very frustrating
some technical issues, such as slow load times or glitches in the software, and it's very frustrating
What problems is the product solving and how is that benefiting you?
It helps prioritize customer inquiries, assign them to specific agents, and set up automated responses to common queries. It also provides analytics and reporting tools to help track customer support performance and identify areas for improvement.
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