Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Simple and helpful
What do you like best about the product?
The fact that you address our complaints very fast and follow up on them makes you my best choice. You have also simplified the workload on the various platforms.
What do you dislike about the product?
Most agents can't view the work they have done under reports.
What problems is the product solving and how is that benefiting you?
Our Customer Care section has really improved. Clients get responses to their inquiries on time. The fact that, you assign ticket numbers to inquires raised, makes it easier in tracing old inquiries.
Recommendations to others considering the product:
Its simple and super helpful
The best support software I've used
What do you like best about the product?
It's ability to easily handle multiple tickets, with constant updating, and ease of use.
What do you dislike about the product?
Some of the built in metrics and features and just not usable.
What problems is the product solving and how is that benefiting you?
Vastly increased management of open support tickets.
Great product but needs some work
What do you like best about the product?
The ticketing function is great. Its easy to file tickets and interact with customers. Its also really easy for clients to view their tickets online. Just be aware that the product is really good for companies that have simple interactions. It becomes cumbersome with interactions like we have that often last longer. The Knowledgebase and Forums also have good functionality.
What do you dislike about the product?
My biggest complaint is reporting. There should be an intelligent reporting engine like other comparable systems have. There is no reporting on the knowledgebase, AT ALL. You can see how many views a solution has but you can't report on that information. You also cannot report on forums or easily see who is subscribed to one. As for the ticket reporting, the filters are lacking. I end up having to export the data that I can get and do my reports in Tableau.
Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.
Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.
What problems is the product solving and how is that benefiting you?
Providing customers with an easy way to contact us and interact with us on new and existing tickets.
Recommendations to others considering the product:
Be careful if you have longer involved ticket interactions.
Modern, easy2learn and reliable system
What do you like best about the product?
- Speedy
- search engine
- customer senter
- search engine
- customer senter
What do you dislike about the product?
- lack of customization possibilities
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What problems is the product solving and how is that benefiting you?
- Incomming support tickets from customers
- administrating incoming tickets within our support team
- Reports
- administrating incoming tickets within our support team
- Reports
Customer service experience with Freshdesk
What do you like best about the product?
The ability to instantly chat with them.
What do you dislike about the product?
Passive aggressive answers, long time to develop customer requested features.
What problems is the product solving and how is that benefiting you?
Customer ticketing, ease of use.
Playing hot potato with tasks
What do you like best about the product?
Reassigning tasks to one another
What do you dislike about the product?
Response to every ticket being mandatory, else it would show response is due.
What problems is the product solving and how is that benefiting you?
Solving customer-related issues
Problem solving
What do you like best about the product?
It was a minor bug that i just want them to noticed, turn out they seem pretty serious about it.
What do you dislike about the product?
It was a minor bug that does not do any harm or effect my work, but them keep coming back to me for feedback/update, causing more "noise"
What problems is the product solving and how is that benefiting you?
We using it as helpdesk, our user submit ticket for any issue they have, we then able to track/update and resolve these issue.
Good, simple
What do you like best about the product?
Live chat support, so the customer can ask to the customer service directly from the website they visit. And the customer service can hel them with view of customer page.
What do you dislike about the product?
Live chat report, the chat duration. It still count even when the customer offline or leave the page. So the duration is invalid. Because it still run as chat before the customer sevice close or end the live chat.
What problems is the product solving and how is that benefiting you?
Complain about product. I can review and check the same problem that ever report to our company as log as i tag it with same keyword.
Recommendations to others considering the product:
Review the report of ticket and report of live chat. Especially for the live chat duration
A good software
What do you like best about the product?
I, Giacomo, say that Support and simplicity are good things about freshdesk
What do you dislike about the product?
It's sometimes difficult to give right profiles to ticket, since the semantic research engine is not optimal. It's difficult and costly to integrate FD with my VOIP.
What problems is the product solving and how is that benefiting you?
Now I've got a cloud solution that is always up to date plus my colleagues can work with a better software.
Recommendations to others considering the product:
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Freshdesk Review
What do you like best about the product?
Freshdesk's interface is super simple and very easy to use.
What do you dislike about the product?
their customer service needs to be improved. they are a super slow to respond especially on chat and most of the time, the agents aren't calibrated. They give different answers to the same question.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy to track emails from customers and answer them within the timeframe our company set. With FD, we can also easily see how our team is performing just by pulling out data from their reports.
Recommendations to others considering the product:
Freshdesk is a very straightforward and easy to use tool but they need to woek more on the customer service.
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