Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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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.
Freshdesk not as Dynamic and Intercom
What do you like best about the product?
Freshdesk was helpful from a triaging perspective. It allowed us to funnel tickets to a central repository and to categories them as needed. The user interface was also pretty user-friendly.
What do you dislike about the product?
Freshdesk was helpful from a triaging perspective, but never gave us the scale we need to support clients where they were (i.e. in our application and on the go).
What problems is the product solving and how is that benefiting you?
We were using Freshdesk to manage incoming tickets and support requests. Everything from issues with clients to issues with vendors. All of these came through Freshdesk.
How Freshdesk Omnichannel will make your life easier.
What do you like best about the product?
What I like the best about this product is the user interface and ease of access in terms of setting up and managing concerns inside the platform.
What do you dislike about the product?
Freshdesk Omnichannel Integration has been improved so far but still lacks of native integrations that is high demand in different countries. Like Viber.
What problems is the product solving and how is that benefiting you?
Managing concerns from email, livechat, website, e-commerce and social media pages.
Quick and easy access to support
What do you like best about the product?
I love how quickly I am helped when I need to submit a support ticket. I never have to wait more than a few minutes before my inquiry is responded to or resolved.
What do you dislike about the product?
I cannot say there is anything I dislike. It was tricky to get started but now that I have used it a few times, it's easy to use.
What problems is the product solving and how is that benefiting you?
Can't think of any problems that need to be addressed
Run your business with Freshworks CRM.
What do you like best about the product?
It allows me to keep track of new leads and business.
Set holdovers for tasks and follow-ups.
Organize contacts.
Automatically send emails to contacts.
Sales sequence.
Module for easy navigation.
Set holdovers for tasks and follow-ups.
Organize contacts.
Automatically send emails to contacts.
Sales sequence.
Module for easy navigation.
What do you dislike about the product?
The user interface should be more intuitive and easy to use.
The technical support is not up to par.
The technical support is not up to par.
What problems is the product solving and how is that benefiting you?
It shortens the sales cycle, which allows me to know the intentions that a potential client has when visiting our website and to know how to proceed with our sales marketing tactics.
Helpful task reminders to stabilize both follow-ups to close more deals.
Keeps all contacts and inquiries in one place.
Helpful task reminders to stabilize both follow-ups to close more deals.
Keeps all contacts and inquiries in one place.
best for customer support teams
What do you like best about the product?
-interface
- flexibility the tool offers
- feature set
- flexibility the tool offers
- feature set
What do you dislike about the product?
pricing could be a bit of a challenge for small companies
What problems is the product solving and how is that benefiting you?
able to provide top of the class customer support
Great for employees to open tickets
What do you like best about the product?
App makes it easy to track maintenance tickets for our employees
What do you dislike about the product?
Features for 2FA seem a bit overdone, apparently these cannot be turned off
What problems is the product solving and how is that benefiting you?
Making it easy for employees to enter maintenance tickets for repairs on machinery
Okay tool for CS and CRM
What do you like best about the product?
Freshdesk allows seamless integration with their other products like Freshchat (for live chat) and OmniChannel (for voice, sms, etc.) Freshdesk also offers canned responses which makes it easier for users to compose messages that are repetitive
What do you dislike about the product?
The platform itself is not that user-friendly and lacks detailed reports. A higher plan is required to avail of more detailed reports and trend analysis.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed me to fulfill my tasks as a Customer Success Manager by connecting to our users and implementing targeted campaigns based on the browsing behavior of our visitors.
Freshdesk helps you to organize your work at Customer service
What do you like best about the product?
What I like about Freshdesk is that you can easily delegate tasks and prioritize them. Also, it is easy to work on Freshdesk with many groups cause you can use group filters. Additionally interface is straightforward and intuitive, you can easily make tickets and follow email threads. It helps with organizing work at customer support. Freshdesk works well for small businesses, and you can use the free version.
What do you dislike about the product?
Pricing for bigger companies is quite expensive. It is better to work on a desktop app than on a mobile app - the UI of the mobile app should be improved.
What problems is the product solving and how is that benefiting you?
You can be sure you won't miss any task, and everything will be taken care of with suitable priority which is very important in customer service.
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