Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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Solid Support Platform
What do you like best about the product?
Efficiency of their support team for answering questions. Being able to see tickets and answer with canned responses and easily finding solutions to attach is great.
What do you dislike about the product?
Some UI issues where the new Mint interface is a bit confusing while transitioning over from the old interface.
What problems is the product solving and how is that benefiting you?
Keeping in touch with users and a touchpoint for users to be in touch with our support team. Organizationally it links well with our other tools.
Unable to see tickets
What do you like best about the product?
The operator was easily accessible by email/phone
What do you dislike about the product?
Email wasn't sent re-iterating the instructions
What problems is the product solving and how is that benefiting you?
Currently none
Recommendations to others considering the product:
Offer flag/reminder option on tickets
Great CS tool
What do you like best about the product?
- automation tools
- agent configuration pages
- quick filters for groups
- creation of access types
- leaderboard
- agent configuration pages
- quick filters for groups
- creation of access types
- leaderboard
What do you dislike about the product?
- the impossibility of selecting multiple groups at once (for example in the Customer satisfaction report)
- filters reset at refresh or page change
- the impossibility of adding country-specific CSAT surveys
- filters reset at refresh or page change
- the impossibility of adding country-specific CSAT surveys
What problems is the product solving and how is that benefiting you?
the centralisation of communication between CS, tech support, production facility, Social Media handling
Quick, swift answers even if the cannot offer always a solution
What do you like best about the product?
I receive a reply very fast with a first solution. The agent is eager to help me and mostly continuing replying fast.
What do you dislike about the product?
Honestly all my conversations went very well. I don't like decisions on the implementation, e.g. on MINT but this has nothing to do with support.
What problems is the product solving and how is that benefiting you?
Easiness of handling questions and checking archived solutions (which unfortunately is going to change).
Recommendations to others considering the product:
Easy to learn and to handle questions. Easy manipulation and merging of tickets when multiple questions are coming for same topic.
Functional but could be more efficient
What do you like best about the product?
It has a number of functions needed to answer basic email and chat queries.
What do you dislike about the product?
Freshdesk chat doesn't have an option for us to upload images in chat, which is crucial for us so we can resolve customer queries immediately.
What problems is the product solving and how is that benefiting you?
Customer service related queries.
great tool and great support
What do you like best about the product?
A tool to manage support task that is well supported. The customer support received recently following a bug in an update was great. Also the tool really does what it says on the box. Managing tickets is very straight forward.
What do you dislike about the product?
A bug was introduced in a update. This should have been better tested
What problems is the product solving and how is that benefiting you?
Management of incoming customer request and support
Awesome place to look for a support portal
What do you like best about the product?
The simplicity of all the function, creating tickets, responding to it etc.
What do you dislike about the product?
Need to create a separate account for customer and agent, although using the same email.
What problems is the product solving and how is that benefiting you?
It solved the problem of IT support in my company. It ease the flow of me contacting with my clients.
Recommendations to others considering the product:
Identify your users.
Easy and Effective Management System
What do you like best about the product?
User friendly interface and flow. Improving technical support and very well managed open cases.
What do you dislike about the product?
Can't hide Agent name at customer portal
What problems is the product solving and how is that benefiting you?
Customer Technical Request and Complaints. Freshdesk Help desk help to manage and organise every ticket effectively, especially the response time set.
Recommendations to others considering the product:
A very easy to manage Help Desk system which everyone should try.
Easy to use
What do you like best about the product?
Fresh desk provides a simple and straight forward solution to managing customer support. I liked how easy it was to manage communications, provide quick responses using canned messages, and being able to provide a FAQ section for self support.
What do you dislike about the product?
Setting up customer accounts could be challenging from the customers standpoint.
What problems is the product solving and how is that benefiting you?
Quick response for support related questions. Canned responses help with Efficiency for frequently asked questions.
Recommendations to others considering the product:
Set up your help section ahead of time. Provide customers with as much searchable information for ease of use.
Good start, needs improvements
What do you like best about the product?
Easy to use, clean user interface for customer service reps. As a manager, it is important that my team has something that is easy to use and navigate.
What do you dislike about the product?
Very limited in functionality. There is no task manager where you can assign tasks to other people on your team or other teams, something that is very important. Also, Freshdesk is not HIPAA compliant, it is something they are working on, but not sure when this will be available. As an agent, going through your queue of tickets is difficult, there is no way of viewing tickets that have yet to be touched, in addition, filters do not save, every time you go back, it does you have to reset your filter.
What problems is the product solving and how is that benefiting you?
Something that was easy to use that offered insightful analytics but not lose any of the functionality we had from our other tool.
Recommendations to others considering the product:
Migration can be quite the task, be sure to keep a back up until you are 100% sure everything is up and running.
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