Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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Fast and Furious - Freshdesk
What do you like best about the product?
The nest part about the FreshDesk is mainly the depth we have in terms of the analysis, I can actually dig deep and understand what is happening with the no.of tickets, trend, customer survey and most importantly I can export all these for my reporting and weekly/monthly analysis.
Another good part is the CHAT option which they have on their site helps me to clear the queries and set up a customized process as per my work structure (Observer, Supervisor, Dispatcher rules, etc) and the important point is it is affordable not like other services which are way too expensive.
Another good part is the CHAT option which they have on their site helps me to clear the queries and set up a customized process as per my work structure (Observer, Supervisor, Dispatcher rules, etc) and the important point is it is affordable not like other services which are way too expensive.
What do you dislike about the product?
In few cases where we try to customize the structure as per our work structure, there are times where it failed and repeatedly we are in touch with the team but all of a sudden sometimes the same error repeats.
The UI can be made much better with attractive buttons or screen or when customer rates very satisfied / Awesome the screen can highlight the color or a celebrations kit can flyover similar to Facebook.
The UI can be made much better with attractive buttons or screen or when customer rates very satisfied / Awesome the screen can highlight the color or a celebrations kit can flyover similar to Facebook.
What problems is the product solving and how is that benefiting you?
I work in Decathlon and I take the ownership of my project, we interact with many users 33k users for the year 2017 in email and chat, we mostly solve all their queries or issues which they face in their experience with Decathlon.
The best benefit is to go in depth and understand the root causes for the common problems which luckily freshdesk helps us with the reports and analysis and our company in other countries use a different tool but they were unable to analyse the same way like we are doing.
The best benefit is to go in depth and understand the root causes for the common problems which luckily freshdesk helps us with the reports and analysis and our company in other countries use a different tool but they were unable to analyse the same way like we are doing.
Favorite!
What do you like best about the product?
It is very easy to use and quite intuitive. I love the organization of it all: assigning agents, selecting statuses, products and groups. It helps manage us manage thousands of customers for multiple events all over the world. The reporting is my favorite though. It is customizable and pulls every detail on every ticket.
What do you dislike about the product?
I wish the chat feature was more customizable. I've been using Freshdesk for 3 years and it has improved tremendously.
What problems is the product solving and how is that benefiting you?
We are a third-party event management company. We support multiple events happening simultaneously and with Freshdesk we are able to support thousands of attendees on one platform. The ability to assign different agents, add different email addresses and phone numbers, and the reporting has made my job much easier.
In short a great helpdesk solution
What do you like best about the product?
I think I really liked the ability to provide a "self-help" area for customers common problems
What do you dislike about the product?
so far I think the only thing they need to improve, is make it less 'complicated' for most users...
What problems is the product solving and how is that benefiting you?
The helpdesk solution is free, or you can upgrade. But the helpdesk features are really good...
Recommendations to others considering the product:
So far it's been a great solution. I like the system.
easy to use and efifcient customer support
What do you like best about the product?
Freshdesk has an excellent user interface and is easy to use. It provides us with maximum support to handle customer requests. I like the FAQ area which can be easily customized.
What do you dislike about the product?
I'm looking forward to many more products to be integrated (next to Freshsales we're already using)
What problems is the product solving and how is that benefiting you?
We are using it for customer support, i.e. ticketing and FAQ area. We currently also use the integrated chat function, but think of switching that to Freshchat.
Freshdesk has transformed the way we handle support
What do you like best about the product?
Freshdesk gives you a great way to manage support tickets. The thing I like best is they are constantly enhancing the product. The support they give you is superior and is always quick and useful.
What do you dislike about the product?
At this point, I have nothing I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
We have completed resolved the issue of tracking tickets and the ability to share tickets has been an enormous benefit to our company.
Recommendations to others considering the product:
I strongly recommend Freshdesk as your support solution.
Freshdesk is a solid and easy to use platform
What do you like best about the product?
Freshdesk has everything you need to setup industry standard customer support.
What do you dislike about the product?
Some of the features are restricted tot he higher tier plans
What problems is the product solving and how is that benefiting you?
Customer service, phone support.
Excellent product with great customer support
What do you like best about the product?
There isn't enough great things to say about Freshdesk. It works very well. We have little to no trouble setting everything up and keeping it going. When we did need some support we got it within minutes. It is a well thought out help desk solution for small and large companies. We don't even utilize it to its full potential.
What do you dislike about the product?
Honestly, there really isn't anything to dislike. If i had one thing which would be nit picking. A more robust self refreshing system would be great. I feel like sometimes I don't receive notifications when new tickets come in. Prompting me click the refresh button.
What problems is the product solving and how is that benefiting you?
We use helpdesk as a multi departmental help desk. One huge benefit is the ability to let staff send in tickets like a normal email. They don't have to learn another system or remember another login. Its wonderful.
Recommendations to others considering the product:
NA
I had a technical issue
What do you like best about the product?
the speed and helpfulness of the response
What do you dislike about the product?
nothing at all to dislike. clear and easy to use
What problems is the product solving and how is that benefiting you?
improves customer service and feedback
Love Freshdesk!
What do you like best about the product?
I like the immediate feedback I get while using Freshdesk. I submit a "ticket" and I get an email response with the status of my ticket.
What do you dislike about the product?
I do not have any dislikes at this time.
What problems is the product solving and how is that benefiting you?
The company I work for is on the opposite side of the world. It is easy to submit a ticket of any issues I have (IT, personal, payment etc...) I get a response within a few hours (due to time difference)
Recommendations to others considering the product:
Give it a chance. It really is easy to use. If you think your "Ticket" would get lost or forgotten...It won't be. I think this make the response quicker then email.
Easy to submit a ticket to my client
What do you like best about the product?
The ease of the buttons to make my decision on my tickets I submit.
What do you dislike about the product?
Not always are the buttons on the list of choice to use for submitting my questions or concerns
What problems is the product solving and how is that benefiting you?
I'm not solving any business related problems at this time
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