Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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good experience with freshdesk
What do you like best about the product?
simple to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing.
FD is a excellent issue tracking software in the work.
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
Reports and dashboards are very strong tools for analysis.
Phone support is very good in connectivity
Administrative settings are flawless, providing ability to restrict permissions perfectly
Merging of contacts is very effective
FD is a excellent issue tracking software in the work.
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
Reports and dashboards are very strong tools for analysis.
Phone support is very good in connectivity
Administrative settings are flawless, providing ability to restrict permissions perfectly
Merging of contacts is very effective
What do you dislike about the product?
Slow to very slow if custom-coded
Quite expensive to access custom features and customization
Chat feature is not the best solution that exists
Regular contact fields are limited to 2 telephone numbers
Quite expensive to access custom features and customization
Chat feature is not the best solution that exists
Regular contact fields are limited to 2 telephone numbers
What problems is the product solving and how is that benefiting you?
We no longer use inboxes to track incidents, resulting in better tracking and results for customers. In addition, we can use tickets and previous broadcasts to develop knowledge, both internal, for specific customers, and internally
We've seen a lot of tracking applications, and FD works best!
We've seen a lot of tracking applications, and FD works best!
Recommendations to others considering the product:
recommendations, no truth, is an easy to use system or program.
Not very user friendly
What do you like best about the product?
I like that my emails are forwarded to a new inbox that I have to check.
What do you dislike about the product?
I dislike that I get emails within gmail that I have new tickets.
What problems is the product solving and how is that benefiting you?
Auto reply during non business hours.
Perfect customer service platform.
What do you like best about the product?
The idea that being able to handle the messages and tickets sent by our customers and be able to respond quickly is possible thanks to FreshDesk, its interface is a clean and functional. The option to add automatic replies makes it possible to create a FAQ system and have it available for them. While answering a ticket you have all the necessary information right there, to verify and be up to date with the customer.
What do you dislike about the product?
The lack of capacity for visual customization, has a lot of tools and gadgets, but visually is very limited and it would be good to give a more appropriate touch to the company.
What problems is the product solving and how is that benefiting you?
Our support team's ease of responding to customers and their comfort in communicating with us.
Recommendations to others considering the product:
If your support team is stressed by handling so many emails, this is your solution.
Excellent customer service!
What do you like best about the product?
I met with a few support tool companies and I really enjoyed working with Freshdesk. Sarosh and Jayalaxmi answered all questions, followed up with me to touch base, and once I signed up for the demo they assisted me very quickly with any demo questions I had. Once we signed up for Freshdesk the assistance I received was amazing. Any time I had a question Jayalaxmi was very quick to respond and walked me through on getting everything setup. Sarosh also followed up to ensure everything was working for me. Hands down - the customer service at Freshdesk is stellar. Also, the tool is very user friendly. Except for some complex ticket entry setup I needed to do, everything was very self explanatory within the tool.
What do you dislike about the product?
Absolutely nothing - it's been amazing working with Sarosh and Jayalaxmi!
What problems is the product solving and how is that benefiting you?
The support tool we are using is out of date and is also coming to an end of life. We needed to switch support tool and we were hoping to gain more functionality. Freshdesk provided everything we were looking for. Additionally there were no hidden costs. When I spoke with other companies there were "add ons" to the plan I had to purchase to get everything I wanted. At Freshdesk it's all in one package.
A great solution to manage customer service
What do you like best about the product?
Freshdek allows you to manage customer queries easily and effectively. The ticketing system and the multiple support channels make this software a robust, scalable and easy to implement support solution.
One of the best features of Freshdesk is the ability to customize tickets according to its level of urgency.
One of the best features of Freshdesk is the ability to customize tickets according to its level of urgency.
What do you dislike about the product?
The software works very well, but I think it could improve the customization features of the dashboard.
What problems is the product solving and how is that benefiting you?
The ticketing system, the multiple support channels and the automation of tasks, facilitate the communication of the support team with the clients.
Recommendations to others considering the product:
Recommended for small and medium companies. It is easy to configure, its user interface is simple and simplifies teamwork and increases productivity.
It is an excellent tool for the support staff that manages many clients.
It is an excellent tool for the support staff that manages many clients.
freshdesk all in 1
What do you like best about the product?
I like that whenever I need an issue resolved i just message the support team via freshdesk and gets the reply and resolution as soon as possible.
What do you dislike about the product?
I didn’t really encounter any problems using it since it’s user friendly.
What problems is the product solving and how is that benefiting you?
Since I worked as an ESL Instructor homebased I only communicate with the support team via freshdesk regarding my inquiries about scheduling classes and mock classes as well as student’s complaints.
Recommendations to others considering the product:
It’s fast and user friendly. Our support team had my inquiries resolved ina matter of minutes. I would definitely recommend using this software.
The ticket system is unique.
What do you like best about the product?
It is very useful to handle the concerns and questions of the users. The ticketing system is efficient, highly intuitive and easy to use. Timers and tags help to filter queries and avoid inactive tickets.
What do you dislike about the product?
It would be great if it included more integration features.
What problems is the product solving and how is that benefiting you?
The ticket system helps us provide an optimized customer service.
Recommendations to others considering the product:
Freshdesk is a tool that customer service teams need. It is a simple, intuitive and affordable resource.
Live chat support
What do you like best about the product?
Ease of use, get the work done, simple and smart.
What do you dislike about the product?
When we are in other window and new chat appears apart from chat sounds there can be flash popup
What problems is the product solving and how is that benefiting you?
Regards issues with my order
It works perfectly. Recommended.
What do you like best about the product?
Its fast and smooth performance makes it rank at the top of the list among many others. Its minimalist interface makes it a wonder to use. Being able to be handled by one or many people with no problems, as everything is well segmented and organized. Its notification system is perfect and works efficiently, offering quick answers to our customers, anywhere or on any platform. They are always updating and adding improvements to offer a better service.
What do you dislike about the product?
Compared to other services in the same field, its price may be considered a little high, and for some users with few resources will be a little difficult to acquire.
What problems is the product solving and how is that benefiting you?
Quick handling of tickets. Follow up of our customer service staff. Organized reports. And much more.
Recommendations to others considering the product:
Just try it. You will be surprised with all the features it has to offer.
Best multi-channel customer platform.
What do you like best about the product?
Because of its organized interface, it is very easy to have everything at hand. Reports, logs and much more are easily accessible. It has integration to multiple platforms, from computers, mobiles and even social networks. Making the reach and support provided to our customers is greater. Increasing their satisfaction and liking towards the company, because we are for them from anywhere.
What do you dislike about the product?
Your automation options. I think these options need to be improved as they have a lot of potential but lack some things that would be very useful and would make a more effective integration to the functioning of this one. Thus achieving a more fluid interaction with users.
Also their range of social networks is a little limited, extending it a little more would be perfect.
Also their range of social networks is a little limited, extending it a little more would be perfect.
What problems is the product solving and how is that benefiting you?
Mainly to attend the doubts and questions of our clients, trying to offer the best attention for them, and until now FreshDesk has allowed us to do it without any problem.
Recommendations to others considering the product:
If you have used a similar tool before, you will have noticed that some have delays and problems. With FreshDesk that doesn't happen. Undoubtedly the best performance and easy installation.
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