Freshdesk
Freshworks Inc.External reviews
3,566 reviews
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External reviews are not included in the AWS star rating for the product.
FreshDesk is getting better
What do you like best about the product?
The product is very easy to setup and easy to use and the support is always available. There are many improvements being deployed and many coming.
What do you dislike about the product?
The industry does not have many people connecting to FreshDesk found myself writing new APIs and codes to connect other applications and to enhance the applications.
What problems is the product solving and how is that benefiting you?
Everyday operations and support.
Recommendations to others considering the product:
Great Product very inexpensive .
Freshdesk, a new perspective of helpdesk.
What do you like best about the product?
-It is centralized in everything related to service channels such as; voice call, email, voice call, chat.
-The control panel is friendly, which makes the experience simple.
-The reports have a good presentation.
- To measure the performance of help desk personnel is practical.
-The control panel is friendly, which makes the experience simple.
-The reports have a good presentation.
- To measure the performance of help desk personnel is practical.
What do you dislike about the product?
Notices to staff are redundant are sent again and again is usually a little uncomfortable.
What problems is the product solving and how is that benefiting you?
Unquestionably improves the productivity and performance of the helpdesk personnel, which positively affects an optimal level of customer service.
Recommendations to others considering the product:
For your company or organization, it is really positive. It is recommended that they have Freshdesk, they will not regret it.
Very good ticketing system
What do you like best about the product?
Freshdesk is a very complete solution for those who are looking for a simple software for management of your tickets.
What do you dislike about the product?
Some features are missing if you compare it to other competitors, but overall its a good software.
What problems is the product solving and how is that benefiting you?
Management of tickets, organization problems
Recommendations to others considering the product:
Its a very good software. Give it a try!
Best customer oriented cloud based helpdesk
What do you like best about the product?
Freshdesk is best cloud based helpdesk that aides in building customer feedback which are managed in form of tickets / calls thus helping us to know our customer better.
It integrates with emails, outlook , calender and user interface is very good and simple to understand, it adds on ability for customers to marks their tickets as completed .
Customer can directly chat with support staff and acknowledge their issues are handled at priority.
It integrates with emails, outlook , calender and user interface is very good and simple to understand, it adds on ability for customers to marks their tickets as completed .
Customer can directly chat with support staff and acknowledge their issues are handled at priority.
What do you dislike about the product?
Nothing in common but notification process needs to be improved and for advance fearures price is not on higher side , we are at blossom level earlier.
What problems is the product solving and how is that benefiting you?
Through freshdesk we have categorised issues / tickets /customer issues as internal variance , customer variance , production issue and change orders which helps us to prioritise our work and provide better work to customer and getting their feedback via providing live updates
Recommendations to others considering the product:
In order to manage customer and their issues simply freshdesk is best .
Amazing automation of ticket handling process!
What do you like best about the product?
It has made tjhe ticket handling a breeze. Before this, our organization didn't have any standard ticket and request handling platform in place and that was really a painful process. But ever since we started using freshdesk support for automation of ticket creation and handling process, we have never looked back!
What do you dislike about the product?
I really don't dislike anything here. Just that not all services are available unless u pay and that is pretty much justified for how extensive this tool is, so in all I really like this.
What problems is the product solving and how is that benefiting you?
We have been using this to automate the ticket handling process in our organization via a slack channel and also via calling integration.
Recommendations to others considering the product:
It is an amazing way to get work done on the support side. Your team would love the automation and slack integration.
Good functionality but not great interface
What do you like best about the product?
I really like the different tags and labels for the incoming tickets, makes it really easy to identify each query . I also like the fact that you can assign tickets to different agents . The fact that you can do temp passes for users who won't be accessing it a whole lot is also nice.
What do you dislike about the product?
Sometimes the system is delayed or fails to show all the tickets, it also seems like the search function is very hit or miss. The mobile app can be quite glitchy at times, like for example, the notification only work sometimes.
What problems is the product solving and how is that benefiting you?
We're streamlining our different customer queries into one inbox , we provide different services that come with different emails our clients can reach out to so this makes it a lot less complicated.
Freshdesk is okay.
What do you like best about the product?
The views are very clean. You don’t have to worry about finding stuff because the page view looks clean and neat.
What do you dislike about the product?
Inefficient. Freshdesk splits tickets all the time. Sometimes the system will hoard tickets and then we get them all at once about a day late too.
What problems is the product solving and how is that benefiting you?
The ability to pull report for customer service inquiries.
Recommendations to others considering the product:
Use it they’re honestly working on it.
Better than Zendesk
What do you like best about the product?
Without being overwhelming, Freshdesk is very customizable. It doesn’t look like a product that’s been used by call centers or developed by engineers in the late 90s. It does look fresh, it has the features we need, and they’re very active about implementing helpful updates.
What do you dislike about the product?
You must get a third party developer if you want your help center (customer facing KB) to look good. Their built-in configurator is very limited - CSS knowledge required.
What problems is the product solving and how is that benefiting you?
Freshdesk always allows us to export raw data and involve our analytics team to make discoveries about our customers and their journey.
Freshdesk has allowed us to serve a very high volume of customers with a very small staff due to its focus on operational efficiencies.
Freshdesk has allowed us to serve a very high volume of customers with a very small staff due to its focus on operational efficiencies.
Recommendations to others considering the product:
Consider the ease of integrations with other software, the slight lack of build-your-own reporting tools, and cost.
Omni Channel Tool for the E-Comers Companies
What do you like best about the product?
First thing i would like to highlight is this is the best tool for the e-comers site for the helping of the customer queries in a really soft and professional manner.
What do you dislike about the product?
the thing i wouldn't like this could could be even better in terms of the operations part and make sure that the operating tools may have some options along with the enhancement tool.
What problems is the product solving and how is that benefiting you?
It is impacted a very wast in terms of the professional queries for the most of the E-comers companies around the global.
Recommendations to others considering the product:
I will strongly recommend use the freshdesk software rather than communication in terms of any other hops and all, It will make sure that your professional information is in a proper way & secured
Cloud based customer helpdesk application
What do you like best about the product?
This is a good helpdesk application for all type of business. It helps in monitoring workflows in our organisation.
What do you dislike about the product?
License fee is little bit higher than other vendors. Rest everything is good.
What problems is the product solving and how is that benefiting you?
Freshdesk helped in monitoring the workflow. We got updates on email regarding the ongoing customer tickets. This improved the customer relationship.
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