Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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VP of IT
What do you like best about the product?
teh productivity enhancements of the internal support desk
What do you dislike about the product?
remote support has been a challenge due to off hours
What problems is the product solving and how is that benefiting you?
agent productivity
Game changer!
What do you like best about the product?
The functionality to collaborate on tickets and being able to get metrics.
What do you dislike about the product?
Sometimes the UI/UX is a bit confusing to get to the setting you want to update.
What problems is the product solving and how is that benefiting you?
Being able to provide quick support to customers in ticket form, having a chat for instant communication.
100% efficient management of incoming faxes
What do you like best about the product?
It is a very easy to use and user friendly interface ticketing platform
What do you dislike about the product?
Maybe one negatively point is the price of their licenses.
What problems is the product solving and how is that benefiting you?
Incoming faxes
This tool help us a lot to have a better organization in our workflow
What do you like best about the product?
The ticketing tool is the best thing that we try
What do you dislike about the product?
this tool could improve if they should add better or more reporting options
What problems is the product solving and how is that benefiting you?
organization of the different emails box
Freshdesk freshening up my workplace
What do you like best about the product?
The ticketing system is by far the best part!
Keeps us all very organized!
Keeps us all very organized!
What do you dislike about the product?
No dislikes that I can think of off the top of my head
What problems is the product solving and how is that benefiting you?
We used to be all over the place when tickets would come in but with freshdesks ticketing system we have resolved most all of those issues!
Plug & play at its best
What do you like best about the product?
Was up & running in a couple of days. We use the ticketing, bot and freshchat.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity.
What do you dislike about the product?
Some of the integrations are the documentation around it are very painful and keep requiring intervention from our tech team - The solutions team specifically wrt the mailbox integration seemed pretty clueless.
What problems is the product solving and how is that benefiting you?
Reducing response time.
Reducing resolution time
Tracking custromer flow issues by vintage and roadmapping for development to tech.
Query deflection by bot has improved.
Monitoring agent productivity.
Reducing resolution time
Tracking custromer flow issues by vintage and roadmapping for development to tech.
Query deflection by bot has improved.
Monitoring agent productivity.
Freshdesk - simplifying our Customer Services
What do you like best about the product?
Freshdesk unites our emails, tickets, calls and chats in one easy to access system. We use this system throughout our work day and I cannot fault it one bit. The support we receive from the customer support team is top notch, and we are currently looking at integrating chat with our in-house systems. I can't wait.
What do you dislike about the product?
The main bug bear for me is the consistency in terminology. A type in tickets is a tag in calls, but a tag in tickets is different. A group in freshdesk is a team in freshcaller. Can make it confusing to explain to other people what to do.
What problems is the product solving and how is that benefiting you?
Reporting - we can now easily see the types of queries that we are getting and monitor how changes affect our customers
Ease of use - having all our communications through one platform makes config easier to handle
Ease of use - having all our communications through one platform makes config easier to handle
Very precise and user friendly
What do you like best about the product?
The filter option to differentiate the ticket types.
What do you dislike about the product?
The interface, I think it can be improved to make it even more user friendly.
What problems is the product solving and how is that benefiting you?
Operational Challenges issues
Senior Manager
What do you like best about the product?
Easy integration and usage and very logical flows
What do you dislike about the product?
Too many steps to action on tickets and also disadvantage of being able to create Pop ups for SLA tickets
What problems is the product solving and how is that benefiting you?
Easy comms, freddy's ability to reduce effort
Freshdesk has streamlined our operations and boosted customer satisfaction. Highly recommended!
What do you like best about the product?
It is user friendly and it's customizable options. Also, it has greatly improved our customer satisfaction.
What do you dislike about the product?
Although the interface is user-friendly, new users may still face a learning curve, especially with advanced features.
What problems is the product solving and how is that benefiting you?
It helps me enhanced customer satisfaction through timely response and makes tasks more organized and efficient
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