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.
Freshers, good first system
What do you like best about the product?
Ease of navigation throughout the system.
What do you dislike about the product?
Minimal options on the free version, should include more reports
What problems is the product solving and how is that benefiting you?
Tracking software issues
Fresh Desk Review
What do you like best about the product?
Simplicity and efficiency of the system.
What do you dislike about the product?
I would like there to be more settings other than just canned responses and scenario automations.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us connect quickly with our teachers and resolve issues in an efficient manner.
Excellent software for support management
What do you like best about the product?
Simplistic approach to support management.
What do you dislike about the product?
Felt like i had to pay a lot to get some of the higher level features.
What problems is the product solving and how is that benefiting you?
Customer Support. Support Management
Recommendations to others considering the product:
Was an excellent product and was fairly easy to learn and support. I really like the look and feel of the UI.
UI isn't the friendliest, but it does the job
What do you like best about the product?
It's easy for our customers to use as it's integrated with our support email - as soon as a client emails support a ticket will be created and assigned to someone on our team. It's also great for viewing the status of each ticket, who's court the ball is in, and assigning priority to tickets based on urgency.
What do you dislike about the product?
It can sometimes be a challenge if a client tries to use the actual freshdesk interface, as the ticket is only usually visible to the requester. If someone else on their team tries to access, for example if the main requester is out of office and someone else needs to pick up where they left off, they won't be able to view the details. The workaround for this is you have to manually check off the box that allows them to see all tickets from the same company, however it's not the most streamlined process. Additionally, replying to a ticket via the UI is also not the most intuitive, especially as the message signature is automatically set to whoever the agent is on the ticket, and you have to manually change the signature if you're cc'd on the ticket but not the agent it's assigned to.
What problems is the product solving and how is that benefiting you?
Great for prioritizing and connecting the support team with our client, helps to make sure that the ball isn't dropped on any tickets
Freshdesk has good intentions
What do you like best about the product?
Easy for clients to use, good user interface, their support is always available when I need them.
What do you dislike about the product?
Sync with Salesforce is not reliable, hard to read tickets with multiple replies.
What problems is the product solving and how is that benefiting you?
Customer support tool, allows clients to open tickets and have multiple agents working on tickets.
Freshdesk is a simple way to get everything in one place
What do you like best about the product?
I like how everything from email to social media to voicemails and chats is all in one place for agents to reply and look ever.
What do you dislike about the product?
I wish they would have more ability to have more chats open at once. Sometimes the chats are not ready to be closed out but only 2 can be open at a time. Also depending on internet connection, I have noticed, it will say you are connected to the phone, you can answer and make calls but it is complete dead silence.
What problems is the product solving and how is that benefiting you?
It eliminates the need to continue to go to multiple programs and websites to get the same information that freshdesk has in one place.
Recommendations to others considering the product:
Do your research, what is best for your company may be freshdesk but it also may not be.
Amazing Product with a potential to do much more
What do you like best about the product?
Its very simple and easy to use .
What do you dislike about the product?
Reporting should be personalised based on the clients requirements
What problems is the product solving and how is that benefiting you?
With a growing customer base FD is helping us to keep a track of all the requests and also design our roadmap accordingly
Helpful
What do you like best about the product?
It is very useful to connect with our customers. We can get proper update from customers. We can view all tickets separately.
What do you dislike about the product?
To access this it is very difficult. To open tickets it take too much time. Sometime it is different to check our tickets
What problems is the product solving and how is that benefiting you?
Via fresh desk we solve customers query easily.
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.
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