Freshdesk
Freshworks Inc.Reviews from AWS customer
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Great product - excellent customer service
What do you like best about the product?
We are starting our relationship with Freshdesk, and so far support has been understanding, friendly and helpful.
Every organization has its own needs and quirks. So far we have found Freshdesk to be quite adaptable to our needs. It does take some work to set up, however at every stage, we have received excellent advice and help from the Freshdesk support team.
Every organization has its own needs and quirks. So far we have found Freshdesk to be quite adaptable to our needs. It does take some work to set up, however at every stage, we have received excellent advice and help from the Freshdesk support team.
What do you dislike about the product?
Not much to dislike. It IS a little challenging to adapt your process to a software system, but that is true of any system. Challenges we have faced so far have been solved or assisted by the Freshdesk team.
What problems is the product solving and how is that benefiting you?
We have multiple help emails and a variety of people answering (in two languages). We are still in the starting stages, but the Freshdesk system is a huge improvement over email.
Recommendations to others considering the product:
Test the heck out of it during the trial period - throw your emails in and use it as if you were responding to live customers.
Be flexible. Almost no software will meet 100% of your needs.
And reach out to Freshdesk support with any questions.
Be flexible. Almost no software will meet 100% of your needs.
And reach out to Freshdesk support with any questions.
Support Management Software
What do you like best about the product?
The look and feel of Fresh Desk is great. Easy to create and track your support inquires. We went from the free tier to the next level for more reporting needs. The best thing about Fresh Desk is the support responsiveness and problem solving abilities. Aravind S. helped me figure out a reporting solution within 24 hours!
What do you dislike about the product?
Some of the download and reporting options aren't user friendly so you have to play around with the parameters at first.
What problems is the product solving and how is that benefiting you?
We are able to respond to our clients quickly and efficiently with product inquiries. The 'solutions' feature let's me respond to clients with FAQs within my response very easily.
Great Support Tool
What do you like best about the product?
Simple to navigate, not much training required. Agents can just login and start working. Has various customization to suit each business needs and not to forget, has an awesome support team who work with great TAT.
What do you dislike about the product?
The software is at times slow, especially with Live Chat.
What problems is the product solving and how is that benefiting you?
Purely for email and Chat support.
Freshdesk Support
What do you like best about the product?
Jai is always willing to go above and beyond in assisting and getting answers for our questions. He reaches out to make sure our needs are met with this solution.
What do you dislike about the product?
Needs more customizable reports. Our team milestones and goals are based upon how many tickets are closed and how long it takes to close them. We also have benchmarks based upon surveys and wish there were integrated reports. Jai is working with us on this.
What problems is the product solving and how is that benefiting you?
Freshdesk is a wonderful ticketing solution for our support staff. Jai is always helpful when we have questions.
Recommendations to others considering the product:
They have outstanding support and customer service. The product does everything we need it to.
Rating for Freshdesk
What do you like best about the product?
Presentation and ease of use is the strength.
What do you dislike about the product?
nothing specific. Every thing is fine in it
What problems is the product solving and how is that benefiting you?
Support
Recommendations to others considering the product:
Its a nice application backed with excellent support staff
One stop shop to manage the support portal
What do you like best about the product?
Amazing reporting features, Automations could be smoothly managed
What do you dislike about the product?
UI is not smooth and could be worked upon
What problems is the product solving and how is that benefiting you?
Managing customer support. Automating lot of internal support processes through various functions and rules.
Good product
What do you like best about the product?
The reporting section of Freshdesk is very useful to us. As well as the open REST APIs are always a plus.
What do you dislike about the product?
The UI and UX can be improved a lot. As well as there are some corner cases which could be handled in a better way.
What problems is the product solving and how is that benefiting you?
We use it for the support system and customer survey.
Good Ticketing System
What do you like best about the product?
It links with Olark and other systems so that you can input data from databases without having to manually input everything.
What do you dislike about the product?
Sometimes when you manually add a contact it can take up to 30 minutes to come up in a search. Also it send you messages saying that you didn't close a ticket in 48 hours even over the weekend. Sometimes it takes longer to resolve a ticket and also of course we wouldn't close a ticket over the weekend when we aren't in the office. It's just annoying but to my knowledge you can't turn it off.
What problems is the product solving and how is that benefiting you?
It is easy to search for old tickets.
Simple support tool
What do you like best about the product?
The simple integration between freshdesk and freshsales.
To be able to have both customers in the same database and seemlessley swap between freshdesk and freshsales makes everything incredibly streamlined
To be able to have both customers in the same database and seemlessley swap between freshdesk and freshsales makes everything incredibly streamlined
What do you dislike about the product?
Notification of tickets not coming through on mobile by default. I generally don't use the app as I forget about it. I'm sure there is a way to turn notifications on with inside the app but haven't found it easily.
I'm using IOS and you can turn notifications on there, but I don't need every notification, only when a new ticket is created. That is what I can't seem to find
I'm using IOS and you can turn notifications on there, but I don't need every notification, only when a new ticket is created. That is what I can't seem to find
What problems is the product solving and how is that benefiting you?
Customer support front end. It's been great at catching people who land o our website. They come through to support@, then if a customer decides to look into purchasing then they automatically transfer to freshsales via sales@ and they become a manageable customer.
Recommendations to others considering the product:
Have a look at the whole freshworks packages. Very reasonable priced and link seamlessly together. I use freshsales and freshdesk together.
If your looking at getting the best out of your customer service then I recommend freshdesk for customer support and freshsales for CRM.
We started using freshdesk as a way to manage customer support and used mailchimp and sales force for bulk emailing and CRM. But swapping over from mailchimp and salesforce not only saved us quite a bit of money per month, it actually helped streamline our customer service. Having both products from the same company just made sense.
If your looking at getting the best out of your customer service then I recommend freshdesk for customer support and freshsales for CRM.
We started using freshdesk as a way to manage customer support and used mailchimp and sales force for bulk emailing and CRM. But swapping over from mailchimp and salesforce not only saved us quite a bit of money per month, it actually helped streamline our customer service. Having both products from the same company just made sense.
Easy to use and set up
What do you like best about the product?
I like that the system is very intuitive for administrators. It is also very easy to use and set up for users.
What do you dislike about the product?
I wish there was an app for users as well.
What problems is the product solving and how is that benefiting you?
In the past I mainly used FreshDesk for handling tickets. But now I use it frequently to engage clients via forums.
Recommendations to others considering the product:
It's a great value. You also have a monthly contract which means virtually no risk in case you don't like it.
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