Freshdesk
Freshworks Inc.External reviews
3,458 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Simplifies customer service management
What do you like best about the product?
Freshdesk is a tool that allows us to efficiently manage customer service. It allows you to register and prioritize incoming queries from various channels -phone, chat or mail- and automates the assignment of tickets to agents.
The user interface is attractive and intuitive.
Customization features allow us to tailor the system Freshdesk the workflow.
Reports collect data that help us determine problems and information regarding the flow of tickets in periods.
The user interface is attractive and intuitive.
Customization features allow us to tailor the system Freshdesk the workflow.
Reports collect data that help us determine problems and information regarding the flow of tickets in periods.
What do you dislike about the product?
Nothing disgusts me about this software. Currently the software allows us to optimize the management of problems and to distribute the workload of agents.
What problems is the product solving and how is that benefiting you?
It is essential to keep organized workflow of customer service area. The collected information is useful to evaluate the performance of our support team. It helps us respond more quickly to user problems and complaints. It is very efficient.
Recommendations to others considering the product:
It is a great option to respond faster to the queries of your customers.
Freshdesk offers highly intuitive features that support each other very well.
What do you like best about the product?
The fully customizable control panel allows team members to instantly identify any urgent task and get to work immediately. The tool is quite easy to navigate and handle once you use it. With the amount of detail in all the features and the level of automation available, it will take some time before you can start making the most of the product.
What do you dislike about the product?
A steep learning curve. It is costly if you want to maximize the value you get from the tool.
What problems is the product solving and how is that benefiting you?
The options for automating routine tasks and workflow, the ability to manage all tasks from a single hub, and contacting clients through any channel using the same tool make the entire process extremely convenient, efficient, and productive.
Recommendations to others considering the product:
If you plan to use Freshdesk solely for task management purposes without involving customer support at any time, you should consider an alternative tool. It simply isn't worth the cost without the customer service aspect.
Perfect Incident Management Tool !!!
What do you like best about the product?
Fresh desk has made it easier to create, track and comment on the tickets in our company. The recent addition of dashboards to the UI is a bonus. Fresh Desk is fast and the interface is very user friendly, even a non technical person can use it with ease. The chat feature is also awesome.
What do you dislike about the product?
Reporting and dashboards can be better as they are hard to understand at the moment.
What problems is the product solving and how is that benefiting you?
Everyone has access to the tickets history and the management is finding it easy to go back and see how we resolved previous issues. Earlier we used to go to the person to get our issues resolved, Fresh desk made us to be a professional
Recommendations to others considering the product:
very good tool and low price
Gets the basics done with ease.
What do you like best about the product?
Provides us with a simple ticket tracking system for one of our products.
What do you dislike about the product?
Nothing to dislike as it gets the simple job done we set it up to do.
What problems is the product solving and how is that benefiting you?
Help desk ticket management for one of our products.
Recommendations to others considering the product:
A great simple ticketing solution.
A professional solution for technical support
What do you like best about the product?
I think that Freshdesk is one of the most complete options as a technical support system and user attention thanks to its dashboard that contains one of options far superior to those of other similar applications, Freshdesk is an interesting alternative that allows you to customize a large part of the application in an intuitive way through their menus. Although not everything can be customized from the dashboard we can also use external plugins that can be installed in the application and that allow adding new features.
As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.
As for the user, the application is very useful because it allows the user to consult the user's FAQ through suggestions when creating a support ticket so that in many cases the doubts are resolved before the creation of the support ticket. Another great feature of Freshdesk is the ability to organize our support departments using hierarchies and levels so that in each department we can find different operative roles.
What do you dislike about the product?
Technically I think it's a great application and I have not seen anything negative about its operation but something I did not like the first time I used Freshdesk was that some of the most interesting features can not be tested in the trial version, so thet people who try for the first time Freshdesk are forced to pay the subscription to be able to test the product completely.
What problems is the product solving and how is that benefiting you?
At work I am a Freshdesk administrator of one of the departments so I have full access to the dashboard, my work allows me to organize all the users of my level through Freshdesk so that we can organize ourselves to offer a more effective and fast support to users, thanks to this tool we can do all these tasks almost automatically.
Recommendations to others considering the product:
Use Freshdesk always in its latest version for optimal performance and I also recommend that you have at least the license "Blossom" since the free is very limited and only serves for testing. I also recommend Freshdesk for businesses with a high volume of users since in my opinion Freshdesk is oriented to this type of big business, although this does not mean that you can not use it in a smaller business.
"Amazing Product."
What do you like best about the product?
It is a brilliant instrument that streamlines the procedure in the control of occurrences, permitting to assemble in a sorted out stage every one of the solicitations produced by the customers as complaints, issues and questions, conveying them among the work group building up lapse dates which quickens the limit of reaction to the customer achieving the proposed objectives, permits the perception of the considerable number of solicitations just as of every status dealing with a similar data, one of the highlights that I like the most is that it gives a business space through its enlistment which permits to customize and give a decent picture in perspective on the customer, it doesn't require downloading, its board is easy to utilize, it is without a doubt an astounding practical stage in the association and effective administration of episode control.
What do you dislike about the product?
Freshdesk works flawless is an incredible apparatus to keep a decent track in the control of occurrences without sitting around idly accomplishing more noteworthy reach and viability, no bad things to say is an extraordinary instrument that streamlines the procedure of client administration.
What problems is the product solving and how is that benefiting you?
It enables convenient reaction to the customer abstaining from sitting idle concentrating on each detail, persistent checking what has permitted the fulfillment of the customer and giving great receptivity at the market level, undoubtedly the control of episodes require incredible consideration. Consumer loyalty is something that legitimately impacts the efficiency of the organization since the disappointed client is the multiplier of the data, Freshdesk permits to accomplish profitability objectives, reacting in less time to every customer, it is an astounding instrument and an incredible partner.
Recommendations to others considering the product:
I recommend this product for all organizations that desire to keep a great record and follow up on occurrences permitting to react to every circumstance rapidly and in flawless request.
Freshdesk Review
What do you like best about the product?
It has a very simple design and it's very easy to use.
What do you dislike about the product?
With Freshdesk Mint, there have been issues when copying/pasting screenshots.
What problems is the product solving and how is that benefiting you?
My company is using Freshdesk to create tickets that address questions, issues, troubleshooting, feature requests, etc.
Recommendations to others considering the product:
Freshdesk is a simple, easy, and organized ticketing system to use.
Attention to the user easily!
What do you like best about the product?
I like very much how they guide you through the whole configuration process and the interface is very intuitive for the users, they only have to do a few clicks to request technical support.
What do you dislike about the product?
I would like to see some additional rules regarding security, such as a rule in the incoming user email to avoid reaching Freshdesk a user that we do not have in our contacts.
What problems is the product solving and how is that benefiting you?
We rely on Freshdesk to provide help to the users of the company. It is a single point of contact for all technical problems, problems, questions or requests. Currently it is only used in the IT department. The main objective of using Freshdesk is to address information technology problems as they arise. Secondary to that is the knowledge base.
Great tool for support and more
What do you like best about the product?
Freshdesk is a suite of tools focused on managing a company's support area. Therefore, Freshdesk offers a variety of applications built around it, with chat for the simplest support cases or the ticketing system and scaling being highlighted.
The appearance of the internal part or the dashboard of Freshdesk is very clear and simply designed, so that the user can always easily find what they need by navigating through its menus. It is even possible to use the search option to filter and access the desired area.
Another interesting part of the application is that we can see statistics in real-time, reflecting the number of active tickets, closed, ongoing, resolved, etc. Filters can be applied to all these statistics to find a specific case.
It is also possible to divide our support technicians into different categories or sections, allowing us to organize a support hierarchy where issues can be escalated to more experienced technicians or forwarded to other departments depending on their complexity.
The appearance of the internal part or the dashboard of Freshdesk is very clear and simply designed, so that the user can always easily find what they need by navigating through its menus. It is even possible to use the search option to filter and access the desired area.
Another interesting part of the application is that we can see statistics in real-time, reflecting the number of active tickets, closed, ongoing, resolved, etc. Filters can be applied to all these statistics to find a specific case.
It is also possible to divide our support technicians into different categories or sections, allowing us to organize a support hierarchy where issues can be escalated to more experienced technicians or forwarded to other departments depending on their complexity.
What do you dislike about the product?
To say something negative, I would have liked an option with more themes for customizing the dashboard, although the default setting is very clean and intuitive. Being able to choose among similar motifs, just changing their colors, can be interesting.
What problems is the product solving and how is that benefiting you?
Increase our efficiency at work, as we no longer have to organize the distribution of work in person, since the application automatically assigns each support technician to a person or a ticket. We have handled the application very well because we now lose much less time on tasks that Freshdesk now handles.
Recommendations to others considering the product:
Check the prices and the terms offered by the application before purchasing, as you can choose between one or the other depending on the size of your company, and the price may increase or decrease according to your needs.
Excellent page for ticket control
What do you like best about the product?
Allows the tracking and management of incoming tickets from multiple channels in a single inbox.
Quick and consistent answers to the most common questions creating predefined answers.
Prioritize and assign tickets so that you never lose sight of them.
Unify and manage in a single platform all communications from multiple channels that are related to support.
Quick and consistent answers to the most common questions creating predefined answers.
Prioritize and assign tickets so that you never lose sight of them.
Unify and manage in a single platform all communications from multiple channels that are related to support.
What do you dislike about the product?
In the time that I have been using I do not have any negative points with this software in the cloud
What problems is the product solving and how is that benefiting you?
Very good software in the cloud that allows the interaction of the messages and the conformation of tickets in an interactive way allowing a quick and timely response, optimizing the processes and the response time.
Recommendations to others considering the product:
I recommend it totally, cloud software very easy and easy to use, allows the connection between emails and different social networks, always maintaining a remote connection if necessary with the user, systematically organizes the requirements transforming them into ticks, which then they will be served by priority
showing 1,551 - 1,560