Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Fresdesk is a simple and robust software
What do you like best about the product?
It is convenient, Freshdesk covers almost all the functionalities expected to give a good service to the client. Its platform has a simple and clean design, the ticket system is organized and detailed, its easy customization is its greatest strength.
What do you dislike about the product?
It lacks more complex customization functions.
What problems is the product solving and how is that benefiting you?
It works well for the workflow that manages the equipment. It is a simple and flexible software, the best tool to provide an optimized customer service.
Recommendations to others considering the product:
Freshdesk is a good solution to provide the best customer support. I recommend using the paid packages, since they have more customization features.
Improves customer service
What do you like best about the product?
I recommend it is one of the best help desk solutions available in the market. It is easy to use, it is designed to cover the needs of the client. It is intuitive and easy to configure, its ticket system is simple and organized.
What do you dislike about the product?
Freshdesk works very well, but should improve some details of functions such as spam and contact management.
What problems is the product solving and how is that benefiting you?
Freshdesk is fast and efficient, contact with customers is easy and the response time is shorter. Its simple system improves customer service significantly.
Recommendations to others considering the product:
This software works pretty well for small businesses.
Modern easy-to-use tool that allows the work team to collaborate with each other efficiently through
What do you like best about the product?
I have been using this software since time and I only have good words, it helps to improve customer service by allowing the team to communicate with each other in tasks to provide faster solutions to customers through different tools such as email, mobile ..
It provides a very smart solution to keep orderly and orderly questions and doubts of my clients.
It provides a very smart solution to keep orderly and orderly questions and doubts of my clients.
What do you dislike about the product?
One of the best that from my point of view should improve is the implementation of the database that provides quick answers to frequently asked questions or techniques and product tutorials since they are often in my opinion a bit difficult to understand.
What problems is the product solving and how is that benefiting you?
This tool originates an increase in the reduction of time in the assignment of tasks through a panel of automated reports that compiles all the most important information about the knowledge and information necessary to report them.
It also allows efficient integration with business applications such as CRM systems, among others.
It also allows efficient integration with business applications such as CRM systems, among others.
Recommendations to others considering the product:
It is a customer assistance service that will allow the team to improve in different jobs to give effective and efficient responses to customers. Very good application to consider.
Easy to use help desk support
What do you like best about the product?
First is that I can handle a few customers at the same time and it keeps their responses together. It has apps for Android and iOS users, you can handle support when not at your desk. The Support comes from different channels, it can be by phone, email, chat, forums, Facebook and other social media. This software eliminates some of the staffs manual work, such as creating tickets.
What do you dislike about the product?
I would like to be able to insert supporting documents,images, invoices and possible videos that are apart of the ticket, For this can help eliminate confusion and can make its easier.They can get a better and more detail information about the ticket.
What problems is the product solving and how is that benefiting you?
I can be more productive, because I don't have to manually create each ticket, invoice and other things. This has also helped to get an answer to the customers in a timely manner. Collaboration with other support members and what we discussed is documented and categorized.
Recommendations to others considering the product:
First is that all you documentation and documents are protected. This software does need more integration. Its easy to use and can be customized if needed. Sometimes,the system may lag, however its still a pretty good software to use. It can be costly.
FreshDesk
What do you like best about the product?
Agility. FreshDesk allows multiple teams easily setup with customized workflows.
Easy way to merge and split cases.
Ability to template responses
Knowledge base capability
Easy way to merge and split cases.
Ability to template responses
Knowledge base capability
What do you dislike about the product?
If an email sent to 2 teams on fresh desk, it creates only 1 case and assigns it to a random team.
Service interruption are more frequent than desired.
Service interruption are more frequent than desired.
What problems is the product solving and how is that benefiting you?
Help Desk and other support groups organize their work and tasks and channel them properly.
Chatting with customer service
What do you like best about the product?
I like the ease of selecting different categories, to ensure my questions are sent to the right team.
What do you dislike about the product?
What i dislike about fresh desk is the amount of time spent on waiting for a response, this may be only per my experience as the company I'm contracted with has a lot of contractors to manage.
What problems is the product solving and how is that benefiting you?
I'm solving issues I have with clients, pay or using the companies platform.
Recommendations to others considering the product:
Try to use different sub categories to get help faster.
Review of Freshdesk
What do you like best about the product?
Ease of managing tickets and hardware. Easy to navigate and clean design.
What do you dislike about the product?
Wish there were more reporting tools. There is a fair amount of reports though, but we don't use all of them.
What problems is the product solving and how is that benefiting you?
Makes managing customers easier with ticket system. Helps us keep track of tickets more efficiently.
Great But need Improvements
What do you like best about the product?
* Free for up to three users
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
What do you dislike about the product?
* its Android app made me enter the full name "Company Name".freshdesk.com instead of "Company Name"to log in;
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
What problems is the product solving and how is that benefiting you?
we mainly used to solve all related customers tickets and inquiries
Recommendations to others considering the product:
I would mainly recommend it to everyone I know over a lot of alternatives, it is really easy to use and get the hang of it and almost always gets the job done
It is easy to use
What do you like best about the product?
It is a well-integrated, easy to configure with a clean and simple interface software. It is intuitive and understands the needs of the user.
What do you dislike about the product?
I think that Freshdesk premium packages are expensive
What problems is the product solving and how is that benefiting you?
It is an integrated software with resources that allow to perform complex tasks in a simple and functional way. Provides assistance in the organization and tracking of tickets.
Recommendations to others considering the product:
I recommend Freshdesk because it is a useful tool that facilitates communication with customers in a simple and efficient way.
Fast and easy to use
What do you like best about the product?
It is simple and intuitive software with solid customer support.
What do you dislike about the product?
I have not complaints about the software.It works well
What problems is the product solving and how is that benefiting you?
It helps provide an accurate response to customer inquiries
Recommendations to others considering the product:
None
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