Freshdesk
Freshworks Inc.External reviews
3,555 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Good Competition for Zendesk
What do you like best about the product?
The setup / configuration is more straightforward than Zendesk. This ease of use and configuration is especially good for the end user portal. It can be setup to look very respectable and functional out of the box. Generally, for the price, it includes many more features than Zen does.
What do you dislike about the product?
The agent dashboard and day to day UI is less straightforward than it should be. Users can be distracted by the myriad metrics and buttons when they should be focused on addressing the the tickets directly. To that end, it would be nice if the agent UI was more customizable to allow it to be streamlined.
What problems is the product solving and how is that benefiting you?
We're running a SaaS based software and services helpdesk. While it's nice to be able to proactively address client questions though a knowledgebase, we are very much focused on ensuring we are getting tickets address and directed to other parts of the organization in an effective manner and integrating with the tools that those groups use.
Recommendations to others considering the product:
While Freshdesk is easier to setup out of the box, to take advantage of a lot of the customizations, you will need to utilize a web developer to fully customize the experience. That said, it will likely take less time with Fresh than with Zen.
Would use again
What do you like best about the product?
The best part of this system is it's easy to use interface. Easy navigation which comes in handy when training other people. Gives clear direction when a large volume of requests are coming in.
What do you dislike about the product?
When large requests are coming in, the system seems to freeze which slows down productivity. I think they're working on it though.
What problems is the product solving and how is that benefiting you?
Successful solutions when dealing with customers thanks to the system.
It just works
What do you like best about the product?
Simple to setup and use. It worked well for us when we were much smaller and it's grown well with us. They continue to add useful features and enhancements which is great. The service has been totally stable for us so it's super reliable.
What do you dislike about the product?
The UI could use some optimization for agents so common actions require fewer clicks. Machine learning for categorizing tickets would be super helpful. The built in reporting is fairly minimal.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system which would also handle change and releases. It's worked well for us.
Recommendations to others considering the product:
Give it a try, it's a lot easier to use than the big players.
Great product
What do you like best about the product?
We have loved this product. We loved the ability to set service level agreements and then track our stats.
What do you dislike about the product?
using API and Web hooks with freshdesk isn't great.
What problems is the product solving and how is that benefiting you?
Customer service and quick help to our customers. organization.
It's a nice help desk
What do you like best about the product?
In general terms, my tool with this tool is positive.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
What do you dislike about the product?
The ticket management is not so intuitive, could improve.
What problems is the product solving and how is that benefiting you?
As I work as Customer Success at a SAAS company, constant communication is a key aspect to avoiding churn. Through Freshdesk, I can communicate efficiently with my clients and also quickly.
Recommendations to others considering the product:
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