Freshdesk
Freshworks Inc.External reviews
3,455 reviews
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External reviews are not included in the AWS star rating for the product.
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.
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.
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.
A really good ticket system
What do you like best about the product?
The simplicity of this tools.
The intergration with other services (slack, google, etc..)
The intergration with other services (slack, google, etc..)
What do you dislike about the product?
The Plan and price. I think 3 plans is correct.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
What problems is the product solving and how is that benefiting you?
All our user requests or tickets. And the solution too. Only for our IT service
Best value for the money
What do you like best about the product?
It's a complete solution for the customer support: ticketing system, forums, chat. Affordable monthly price. Innovation and a lot of admin settings. Customer portal and chat website integration. Great interface, easy to work with. Responsive support.
What do you dislike about the product?
I would like to have the chat on the mobile app
What problems is the product solving and how is that benefiting you?
Simplifying our customer support. Get organized with customer requests and contacts.
Recommendations to others considering the product:
It is a solution for your customer support.
Very good experience
What do you like best about the product?
the service and the product is pretty good and clear
What do you dislike about the product?
the response is quite slow, interms of call backs, please try to progress in terms of call back on the same day
What problems is the product solving and how is that benefiting you?
ticket handling for customers
Recommendations to others considering the product:
Keep the good work
Freshdesk got it right!!!
What do you like best about the product?
The simplicity of creating tickets via social media and how easy it is to track.
What do you dislike about the product?
Well, just one thing there is no notification when a new ticket is created on the web portal.
What problems is the product solving and how is that benefiting you?
It's very easy to assist our customers who post on social media from one central place and keep track of all our mentions on twitter.
Recommendations to others considering the product:
It's a fantastic solution to help manage all your customer support issues. With a little more spending I'm sure the other functionalities are amazing and efficient as what they already are offering free.
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