Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Great!
What do you like best about the product?
How easy it is to handle my customers' inquiries. Customer can log onto my website and submit an email. The email is received by our customer support and we distribute the amount of work as necessary.
What do you dislike about the product?
Merging tickets has gotten a bit complex in comparison to the old version of Freshdesk.
What problems is the product solving and how is that benefiting you?
Customer service. We take care of our customers through this efficient platform.
VP Professional Services
What do you like best about the product?
Product: very intuitive and ready-to-go with almost ZERO efforts.
Support: is great, the immediate and professional response is highly appreciated
Support: is great, the immediate and professional response is highly appreciated
What do you dislike about the product?
Sometimes, it takes several cycles until i am able to explain what is the issue, but i would not attribute it solely to the Support team, maybe i should provide more details on the nature of the problem.
It will be great to have someone to contact the Customer (me), to clarify the issue over the phone
It will be great to have someone to contact the Customer (me), to clarify the issue over the phone
What problems is the product solving and how is that benefiting you?
Tracking and Managing tickets of my Customers.
Tracking and Managing tasks of my Team
Tracking and Managing tasks of my Team
Help desk experience improvement
What do you like best about the product?
The user interface is user-friendly and intuitive. The features and settings from an administrator point of view are excellent. It does not require specific technical knowledge
What do you dislike about the product?
The filters in "tickets" sometimes a bit confusing. It is difficult to distinguish between the "supervisor" and "observe" options, not very obvious. The dashboard is good but could be even more developed including allowing connection options to other apps to integrate other indicators and have a global dashboard for our help desk.
What problems is the product solving and how is that benefiting you?
IT user support requests. Benefits : A better engagement of our teams (agents), a greater autonomy of our users. The ability to track our performance and build a knowledge base.
Recommendations to others considering the product:
Time to markets is impressive ONLY if a serious scoping is made upstream.
Tech Ops Engineer
What do you like best about the product?
Can rack email easily with freshdesk...
What do you dislike about the product?
Some basic functions are only available in the higher price version
What problems is the product solving and how is that benefiting you?
got way to track the communications with customer and client.
time saving and better management
time saving and better management
Five years customer and counting
What do you like best about the product?
The redesign is looking sharp and we love the value for costs
What do you dislike about the product?
Nothing really. We do not use all features, which is a pity, but it is working good for years.
What problems is the product solving and how is that benefiting you?
Helping customers more efficiently. We reduce wasted time.
Great service and very accessible
What do you like best about the product?
The platform is very straight-forward, which makes creating tickets simple. The feature to check the status of tickets helps keep my work organized. When I recently has a problem receiving FreshDesk emails, the FreshDesk agent with whom I emailed was quick to respond and was very thorough.
What do you dislike about the product?
I recently had a problem where I wasn't receiving certain notification, however the issue was resolved.
What problems is the product solving and how is that benefiting you?
I use FreshDesk to make inquiries for work-specific problems. My tickets are answered by internal specialists that use the service instead of email.
Recommendations to others considering the product:
FreshDesk is a great service when users are familiar with how the product works.
great
What do you like best about the product?
i like the organization of my customer tickets
What do you dislike about the product?
the phone feature has a bunch of bugs. nothing too serious.
What problems is the product solving and how is that benefiting you?
organization
my experience with freshdesk has been good so far
What do you like best about the product?
customer service via webchat. I usually get helped quite quickly and nicely through this channel
What do you dislike about the product?
limited API
should integrate whatsapp and facebook in the platform as well
should integrate whatsapp and facebook in the platform as well
What problems is the product solving and how is that benefiting you?
centralizing most communicating channels in one platform
New to Freshdesk
What do you like best about the product?
I love the reporting features, the canned reports make sense and there is an awesome integration for more advanced stuff.! The staff is friendly and does their best to help. The client experience is clean and the Help Center search feature is excellent.The ability to create custom ticket and client fields is great.
What do you dislike about the product?
It can take a minute for the support staff to understand what you are trying to tell them. There isn't much flexibility in automatic email triggers. I was told we'd be able to see if the client had opened our emails or not and this turned out to be untrue.
What problems is the product solving and how is that benefiting you?
We support a large client base and handle a ticket volume of about 600 a month. The search feature in freshdesk will hopefully allow us to drive that ticket number down.
Recommendations to others considering the product:
Definitely look at this product. It's a clean interface and very user friendly.
Quick questions on development side
What do you like best about the product?
I liked that the question was quick and clear
What do you dislike about the product?
I was pretty satisified with the whole experience
What problems is the product solving and how is that benefiting you?
I am attempting to streamline our customer service department to avoid redudancies
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