Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Excellent experience with Freshdesk
What do you like best about the product?
Very easy to use user interface and gives great ability to help business to improve out customer service. It allows multifarious features like ticket management, sales pipeline management, task management, service history etc. It's easy to track tickets & engage with them at the same time. Furthermore, it also offers a range of reporting and analytic features.
What do you dislike about the product?
Integration with the existing process is quite a tedious process sometimes and some of the features are comparatively less customizable like ticket forms. Reporting options available are limited too.
What problems is the product solving and how is that benefiting you?
It is a great customer service platform that helps us sort out customer queries and resolving issues. Overall, our experience has been positive. It helps us in timely management of complaints and in project management. It is a valuable asset.
Great product and good customer service.
What do you like best about the product?
There are always people to address your needs. They constantly check on you, and each customer has a dedicated POC. I like their customer service. I'd recommend this product.
What do you dislike about the product?
I'm trying to build a system here for our future business needs. All my queries are still running through emails. I use this for solutions and I do not have a point until now for negative feedback.
What problems is the product solving and how is that benefiting you?
I use this product mainly for writing user guides, and the tools to write this is a free tool. It is easy to use and easy to navigate, launch, and edit. Easy to add screenshots.
The Go-To CRM for Customer Support Teams
What do you like best about the product?
Wide range of customer support features: Freshdesk offers a variety of tools for managing customer interactions, including a ticketing system, self-service customer support portal, and a knowledge base. It also allows businesses to handle multiple channels (e.g., email, phone, chat) from a single dashboard.
What do you dislike about the product?
While Freshdesk does offer some customization options, some users may feel that they are limited compared to other CRM platforms.
What problems is the product solving and how is that benefiting you?
The platform's self-service customer support portal and knowledge base can also help to reduce the workload of customer support teams by providing customers with the information and resources they need to resolve issues on their own.
Provides optimal service to our customers!
What do you like best about the product?
Using the same administration panel, we are able to serve our clients across all channels, social networks, phone calls, emails, websites, and SMS messages, ensuring that no request is
neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
What do you dislike about the product?
Reporting - We have to spend time manually hacking other reports because the reporting sometimes lacks certain essential capabilities or output and I believe that more updated video tutorials should be added covering each aspect of Freshdesk.
What problems is the product solving and how is that benefiting you?
FreshDesk provides transparency and strong control possibility for our team leaders. Multiple reporting and export options and features such as “Add yourself as a watcher to a ticket” makes sure that you never miss any important information regarding what is going on in your supporting or project team.
Brilliant solution for ticket management across a global organization
What do you like best about the product?
- Tickets can be assigned/received across the organization but also customized with a workflow to pivot into the correct capabilities and teams
- Feedback is well documented on each ticket - it also sends an email as a reference
- Multiple team members can have transparency and visibility into specific tickets
- Easy to use
- Feedback is well documented on each ticket - it also sends an email as a reference
- Multiple team members can have transparency and visibility into specific tickets
- Easy to use
What do you dislike about the product?
- Reporting can be improved
- Potentially could be costly to smaller organisations
- Potentially could be costly to smaller organisations
What problems is the product solving and how is that benefiting you?
- It solves help desk and ticketing across the organization
- Projects and all types of work are well documented across the organization which allows effectiveness and efficiency
- Projects and all types of work are well documented across the organization which allows effectiveness and efficiency
Great ticketing tool! cool desk.
What do you like best about the product?
Ticket categorization/tagging.
Automation of scenarios/responses.
Management of service level agreements.
Workflow configuration.
Text format.
Contact details update.
Automation of scenarios/responses.
Management of service level agreements.
Workflow configuration.
Text format.
Contact details update.
What do you dislike about the product?
Creating new contacts is a bit tedious.
linking tickets to each other is not very intuitive.
linking tickets to each other is not very intuitive.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage the customer database in terms of their queries and solutions.
Setting up quick automations in the user interface, without the need for technical elements.
Assign tickets to multiple teams and track the entire ticket journey to see where the issue is stuck.
Setting up quick automations in the user interface, without the need for technical elements.
Assign tickets to multiple teams and track the entire ticket journey to see where the issue is stuck.
Complete product but can be complex
What do you like best about the product?
Most features are available. There's always a way to achieve what you want to achieve.
The support team is always quickly available, but the quality of customer service is inconsistent.
The support team is always quickly available, but the quality of customer service is inconsistent.
What do you dislike about the product?
The analytics don't always work well, are unclear, and it isn't easy to set up custom reports.
I often need to contact their support team to achieve advanced automation.
I often need to contact their support team to achieve advanced automation.
What problems is the product solving and how is that benefiting you?
It helps us with our support inquiries (email and chat).
Good for support activity
What do you like best about the product?
Very good application there are multiple reports which will help you to monitor or check your team efforts progress on various issue tracking plus what type of issue are coming with how much time it is taking to resolved. Such type of advance analytical reports will help your organization.
What do you dislike about the product?
It is little complex initially you will need basic training to get hands on it.
What problems is the product solving and how is that benefiting you?
Majority of our application support work tracking analysis is solved by this application.
Great product for support team
What do you like best about the product?
There are lots of configuration options and statuses, that can be tagged or mapped to an issue or a group of issues.
What do you dislike about the product?
It is hard to integrate it with other systems, not easily combined.
What problems is the product solving and how is that benefiting you?
Keeping track of incoming calls, tasks, action items and team's capacity to handle requests
Customer Support made simple
What do you like best about the product?
FreshDesk is easy to use and has many great tips and tricks. The online resource library is good, but the Helpchat function and support team are great. it integrates easily with FreshChat and FreshSales so we have a holistic view of client interactions
What do you dislike about the product?
There are so many things you can do with FreshDesk that sometimes we have to think about where to find the specific functionality, but the search bar helps solve that problem
What problems is the product solving and how is that benefiting you?
Our product has lots of functionality, and we want to make it easy for our customers to find information on how to use it. The solutions are easy to put together and publish, and we can update any time we have a new client question to respond to. We can even add screen shots, documents and video links to make it easy for our clients.
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