Freshdesk
Freshworks Inc.External reviews
3,458 reviews
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Good product with hit and miss customer service
What do you like best about the product?
The product itself. Some customer service reps.
I am pushing to get agents specifically dedicated to us, thus I will update this review in a few months, depending on new results.
I am pushing to get agents specifically dedicated to us, thus I will update this review in a few months, depending on new results.
What do you dislike about the product?
A good percentage of support agents is not skilled enough, and may answer incorrectly.
What problems is the product solving and how is that benefiting you?
We just need it to manage support tickets.
For other features we are using more specialized apps.
For other features we are using more specialized apps.
Recommendations to others considering the product:
Freshdesk might be the best value around for help desk, however you will need to push to get a good support team assigned to you.
Best customer service software for your support team
What do you like best about the product?
Minimalstic approach towards a big task of supporting your customers. Handy features which helps in routine business.
What do you dislike about the product?
Advance Reports for particulars scenario. Customer Address book needs an refresh view & have an room for improvment. Classification & Labelling of tickets needs more thoughts. Delegated access for agents with different paramenters needed.
What problems is the product solving and how is that benefiting you?
Support on the go is the mantra, after implementing FreshDesk. For support team customer support on the go is an easy task.
A Very Powerful Tool with Great Support
What do you like best about the product?
I love Freshdesk's easy to use interface. We never have trouble training our users on Freshdesk. They find it very intuitive. I also love Freshdesk's support. Everyone that I speak with is very helpful and knowledgeable about the product. They are quick to respond and have creative and viable solutions to our issues. We've found Freshdesk to be a great solution that stacks up well against other service desk solutions at a lower cost.
What do you dislike about the product?
The platform is a bit limited at times. Freshdesk has great functionality, but we've had some minor hurdles to deal with as we're up-scaling. Sometimes, limits on the amounts and types of fields/reports that are available can be a challenge.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, our customers we emailing their account managers directly with their issues. We had no good way to organize their requests and make sure we were responding to them in a timely manner. Our support to our customers has improved greatly with Freshdesk. We have all of our customer's requests organized in one central location. We can easily report on SLA figures as well as trends on what customers are having issues with. We also now have a great place to upload knowledge base articles so that our customers can self-service.
Recommendations to others considering the product:
Don't be afraid to ask questions of the Freshdesk team. They will take all of your requests into consideration. I would also recommend calling support if possible. that's the quickest way to get in touch with someone and they often have a solution to offer right away.
Freshdesk - the good and the bad
What do you like best about the product?
Freshdesk is very easy to navigate when creating and managing tickets. It allows for some serious customization when creating ticket properties. Also, as a big Data guy, Freshdesk offers some awesome Business Intelligence dashboards right on the site, as well as the ability to export clusters of ticket information with a variety of different filters. Overall, I do love Freshdesk and use it 95% of my work day
What do you dislike about the product?
I'm not a personal fan of the new "mint" experience. Also, I wish I could save more criteria fields when exporting tickets
What problems is the product solving and how is that benefiting you?
We're exporting the tickets and using them as data to determine reasons and trends in customer usage and problems they're experiencing
Best Cloud based product for customer help desk
What do you like best about the product?
We are using portal and having great experience for internal organization as well as for customer help desk.
Getting best part in ticketing and tracking of clients feed back easily. Auditing and report generation for individual employee tasks are great feature.
Getting best part in ticketing and tracking of clients feed back easily. Auditing and report generation for individual employee tasks are great feature.
What do you dislike about the product?
Till the time we have not observed any dislike about the product.
What problems is the product solving and how is that benefiting you?
Providing Customer support and give them a great experience having with us. It makes our team-word and task easy for managing the clients.
Recommendations to others considering the product:
User friendly and no dedicated training required. Awesome product!
Good but could use better integrations
What do you like best about the product?
Dynamic ticket fields, knowledge base, canned responses, very customizable metrics and reports, old UI is really intuitive. Easy to see customer and individual data. Gamify is fun and motivating. Jira integration works well, but i wish you could link multiple Jira tickets to one freshdesk ticket.
What do you dislike about the product?
The integrations offered are sorely lacking. Often not well supported due to being developed by other companies, but there seems to be no accountability on freshdesks end for issues with it. Also their support is not very good about responding to what you need out of the ticket you submitted.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
What problems is the product solving and how is that benefiting you?
Monitoring our customer health, seeing what areas of our platform are too difficult to understand, time keeping to see which customers need more support/ more hands on approach.
Recommendations to others considering the product:
If you use Salesforce, go with desk because the freshdesk integration is not ideal. If you don’t need to pull data or share data with other systems, freshdesk is an excellent help desk tool, but it doesn’t have much “extras”. The built in metrics and reporting capabilities are incredible though. Very good dashboards.
Perfect solution for Support
What do you like best about the product?
All in one solution for complete support module for small / Mid scale companies. It has all features like Email forwarding, Email customisation, Email Auto responder and many more you can also take use of Live chat on your website and link support system and live chat so that never loose any of the customer. Fresh caller is also the option where you can integrate IVR system for your business
What do you dislike about the product?
Currently in Freshcaller Indian Numbers are not available. Must add the same and Should provide the pricing range structure for pay as you use for per minute charges.
What problems is the product solving and how is that benefiting you?
Saves huge time and efforts, Also helps us to provide prompt response to all Queries raise.
Recommendations to others considering the product:
All other options which are been used earlier, Freshdesk is the better option. SImple and Easy Navigation thinking for Customers.
Best way to communicate online
What do you like best about the product?
Easy to search the tickets, friendly and great assurance and well designed features. Overall experience has been positive
What do you dislike about the product?
If we set 24 hr to remind, sometimes it reminds us in 3 hr or 4 hr after set. Other than this there is no complaint.
What problems is the product solving and how is that benefiting you?
We are solving the customer issues, queries. It helps to track and assign the work to concerned person.
Recommendations to others considering the product:
It helps keeps us focused on delivering great customer service and great assurance any input that comes in will get the attention we promise. We found this necessary to avoid getting lost in emails or having emails reduce our productivity.
Effective tool
What do you like best about the product?
It is very easy to integrate, the dashboard provides important utilities such as average response time, resolved tickets, and more. The price is quite affordable for everything it offers. We can assign tickets automatically to groups or individuals. The configuration is easy and works perfectly to create different work groups.
What do you dislike about the product?
The chat functionality is not entirely good. It needs to support more social platforms like LinkedIn and others. The interface could be better organized and more visually familiar. Otherwise, perfect.
What problems is the product solving and how is that benefiting you?
Ticket management, increase in organization in different areas.
Recommendations to others considering the product:
Good market option, I recommend giving it a chance.
A Tool which resolves issue by handling as tickets
What do you like best about the product?
Emails to Tickets is which we were expecting purpose was reached.
Handling of tickets made much easy.
Handling of tickets made much easy.
What do you dislike about the product?
nothing as much as more the price more the features.
What problems is the product solving and how is that benefiting you?
Resolving issues of clients as tickets
Recommendations to others considering the product:
Issues raised by Clients made easy to solve as it comes in form of tickets.
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