Freshdesk
Freshworks Inc.External reviews
3,563 reviews
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Friendly and Clear
What do you like best about the product?
Quick respons, and good answers to my questions.
What do you dislike about the product?
Nothing! There was noting wrong with the communication or help.
What problems is the product solving and how is that benefiting you?
Customer Service. The emails are organized.
Great service with prompt resonse times
What do you like best about the product?
My issue was simple but I was impressed with the response time.
What do you dislike about the product?
Nothing. I'm very happy with the service
What problems is the product solving and how is that benefiting you?
Solving customer issues.
A seamless customer support experience
What do you like best about the product?
Freshdesk presents all of the features that one would expect to see in a modern support portal in a very intuitive package, and I almost never need to dig through help manuals in order to see how something is done - instead all the important functions are right there and a couple of clicks away at most.
What do you dislike about the product?
Nothing to report! Over the years things have always worked as expected.
What problems is the product solving and how is that benefiting you?
Our company used an in-house support system which was becoming too difficult to maintain and had too many bottlenecks. We needed to improve our support workflow quickly - both for our team members and our customers. We tried several solutions out there and Freshdesk turned out to be the best. Our support staff loved it and we've never looked back since!
Recommendations to others considering the product:
I have used Freshdesk for years now and never looked back.
More efficient Customer Support for our Customers
What do you like best about the product?
I like that it was able to handle email support as well as phone support. I was most impressed with the email support as it had allowed me to be more efficient, enable more agents to handle it and I noticed that more clients are going through our email support channel. I can put automations, templates and see an emails activity history.
What do you dislike about the product?
Social media support needs improvement. If clients ask through a public comment in Facebook, I have to manually make a ticket from that comment. So if I have more than 1,000 public comments, it is hard to make tickets from each. So this one is taking some time for my agent to do as there is currently no option to have every comment into a ticket automatically.
What problems is the product solving and how is that benefiting you?
I got to serve more customers with a lean customer support team. I am able to track down problematic issues and know which agent I have to talk to. Also my reporting is easier. There are a lot of benefits with using Freshdesk.
Recommendations to others considering the product:
Freshdesk is not as expensive as other software available but they do the work. And for a small team, it was a big improvement.
Good, simple
What do you like best about the product?
Live chat support, so the customer can ask to the customer service directly from the website they visit. And the customer service can hel them with view of customer page.
What do you dislike about the product?
Live chat report, the chat duration. It still count even when the customer offline or leave the page. So the duration is invalid. Because it still run as chat before the customer sevice close or end the live chat.
What problems is the product solving and how is that benefiting you?
Complain about product. I can review and check the same problem that ever report to our company as log as i tag it with same keyword.
Recommendations to others considering the product:
Review the report of ticket and report of live chat. Especially for the live chat duration
A modern tool for IT technicians
What do you like best about the product?
The modern look of this is very clean and professional. We recently received and upgrade from a more dated version of the program and this upgrade made a drastic improvement in terms of looks and feels. The overall functionality of this tool seems to be the same as the old but with a renewed look to freshen up the brand that Freshdesk provides.
What do you dislike about the product?
The closing of tickets sometimes makes you change a required field to something different and then change it back to acknowledge what it is supposed to be. This is only happened a few times so far. Other than the initial change of the upgrade and to find out where everything was once the update was completed took a little bit of time, just because things changed around a little.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we use this for our ticketing system to prioritize tickets and for our team to be able to handle issues within the company in a timely and professional manner. This ticketing system is designed to route tickets to the correct department within our business so that the wrong department isn't handling tickets for another department. This ensures that they are routed to the correct place so they can be handled in a timely fashion.
Recommendations to others considering the product:
Freshdesk is a low maintenance software tool that allows a company to integrate into their business structure and to tailor it to their needs. With this software you can make things require for certain circumstances to ensure consistency.
Ultimate Ticketing Review
What do you like best about the product?
Ease on the eyes and friendly navigation. Also has multiple options for tickets.
What do you dislike about the product?
The new interface. There are issues with closing tickets and sometimes doesn't allow you to close them.
What problems is the product solving and how is that benefiting you?
We are solving IT issue within the airport. It allows us to keep track and not forget about or staff when they have issues. Also allows us to prioritize them as needed.
They practice what they preach
What do you like best about the product?
I've sent a couple of questions and remarks to Freshworks regarding their software, both through their website and via their chat. I've received quick and thorough replies to my queries, which is what you expect from a company that delivers help desk software.
What do you dislike about the product?
I'm looking forward to migrating to the new "Mint" user experience and also use Freshcaller instead of the regular integrated phone caller, but I'm waiting on some features to come live in Q2.
What problems is the product solving and how is that benefiting you?
Professionalization of our help desk.
Just starting out - like what I see so far!
What do you like best about the product?
We do B2B, working with different clients. I love to see all outstanding tickets/questions in one place, and keep track of SLA at the same time!
What do you dislike about the product?
It has a bit of a learning curve, but if you are used to working in similar systems, you will be just fine. I adjusted the system language to English instead of Dutch, not all translations are present which sometimes gave weird results... but as an international company, English is better anyways.
What problems is the product solving and how is that benefiting you?
We just started communicating Freshdesk to clients since this week, so we don't have any results. Being able to get a clear overview plus keeping track of the SLA will be a big help, we think.
Its amazing can be more better but still good.
What do you like best about the product?
Easy to handle agents. Time and priority can be managed easily and effectively. Agents management is nice. Mint experience with all conclusions on dashboard is amazing.
What do you dislike about the product?
once ticket is resolved and client reopen it, it violets SLA
What problems is the product solving and how is that benefiting you?
Technical support. Time management is key.
Recommendations to others considering the product:
I highly recommend companies to use freshdesk.
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