Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk is the Best Customer Support
What do you like best about the product?
Consolidated way to put the Solution Articles for our customers.
What do you dislike about the product?
Constraints in Dashboard Queues, Constraints in Priority.
What problems is the product solving and how is that benefiting you?
Customer Queries handling. Best Customer Service with CRM tool.
FreshDesk makes issue resolution for larger organizations simple
What do you like best about the product?
I like that there are several paths that you can set up inside of your organization. We have ours set up to communicate with the right department for each situation. For example, if any of our employees have training improvement suggestions agents can send them directly to my department. Or, if they have technical issues with our software, they can communicate directly with our IT department, or payroll issues go directly to our HR / Payroll departments. It's a great way to keep organized and the right people communicated to. There is an automatic due date assigned to each ticket which allows our agents to know that their issues will be resolved within a set timeframe, and it keeps our teams accountable for resolving the problems.
What do you dislike about the product?
We always recieve emails for each department that we are assigned to as leadership so sometimes my inbox can become convoluted. I set up filters to have these skip my emails, but sometimes they slip through the filter.
What problems is the product solving and how is that benefiting you?
I haven't noticed any real issues. It's simple software, so I've enjoyed the simplicity of the product, and the benefits I see are that it keeps our leadership accountable for resolving problems.
Still Good, but there are better options.
What do you like best about the product?
The interface visually is clean and simple. Couple this with a navigation menu that is not busy, or complicated, and you have a fantastic blend of simplicity and functionality rolled into one.
What do you dislike about the product?
It is only for ticketing. If that is what you are looking for only, then that is fine. Otherwise for startup MSPs, you might want to go with an all-in-one solution of ticketing, RMM, asset management, etc.
What problems is the product solving and how is that benefiting you?
A dynamic ticketing system directs our customers to log their problems formally. Having a written record of their problem helps us track current issues and identify trends.
Easy to use, powerful tools
What do you like best about the product?
Easy to implement and create automation rules, amazing dashboard
What do you dislike about the product?
integration with crm's can be better. We tried to sync contacts with no luck
What problems is the product solving and how is that benefiting you?
Tickets management, day to day operations including processes
Awesome cloud based customer service tool
What do you like best about the product?
Simple and user-friendly customer service support, live chat, and conversation flow make this one of its kind. Nice user experience
What do you dislike about the product?
Have used this product for 2 years and never felt any missing component on this
What problems is the product solving and how is that benefiting you?
customer support service
Recommendations to others considering the product:
Must-have tool for customer service, live chat, and conversation
Flexible IT Service Management tool
What do you like best about the product?
Freshservice has remarkable and astonishing abilities which make its reception and sending simple and speedy with no specialized help.
What do you dislike about the product?
In spite of the fact that it is utilized around the world, it offers numerous membership bundles so it serves all organizations from little to huge yet this is likewise a disadvantage since clients get confounded and incapable to finish which one is best for their necessities.
What problems is the product solving and how is that benefiting you?
Freshservice is the best tool out there that engages specialists with AI-controlled assistance the board to mechanize complex errands, support usefulness, and increment productivity.
Recommendations to others considering the product:
Freshservice is one of the most incredible IT Help Desk, it helps a wide range of organizations from small to large, smooth out their IT activities and get more opportunities to zero in on benefit driven techniques.
Makes Ticketing Easy
What do you like best about the product?
We use this for our clients to input tickets, but my main usage is to get tickets for our own marketing efforts into our dev team, so I get to see it from both sides. For clients it's great, simple to get your solution requested. For the internal team it automates a lot of steps that might be necessary.
What do you dislike about the product?
The system isn't super intuitive and takes some more training to learn than I might normally like. It should be a little bit cleaner. That's really the only complaint I have about this service.
What problems is the product solving and how is that benefiting you?
Like I said above, we use it to provide customer support, both externally and internally. The fact that it's so easy to use for both sides makes it super valuable to us.
A modern service for problem solving
What do you like best about the product?
I love using Freshdesk as it is a convenient and affordable service compared to other bundled support programs. In my opinion, some free programs sometimes work when it comes to managing support tickets well. I like that it is largely secure and keeps our clients' information private. Communication is facilitated through many different channels.
What do you dislike about the product?
One point to keep in mind, despite what most might say about the program, it is not an easy task to be able to use it and it takes a little time to learn to use all the functions. Sometimes it becomes tedious and time-consuming to format emails, and this sometimes takes a bit of time.
What problems is the product solving and how is that benefiting you?
It is very useful to be able to give support, the problems with customer service have been solved. The third-party integrations out there today are for use cases, such as extracting every detail of the order from the system in operations.
Recommendations to others considering the product:
This is our elegant tool for troubleshooting and customer support. During we have used it, it has been helpful through its use in solving problems for our clients, helping in management and with their integration of social networks. FreshDesk also has a support that cares wonderfully and with style on every request and this is an advantage that puts it above other platforms for troubleshooting.
Robust CRM rivalling HubSpot and Salesforce
What do you like best about the product?
FreshDesk is part of the FreshWorks suite, which brings together a nice collection of customer management and sales tools including lead tracking, customer support tickets, a website chat plugin, and even a phone dialer.
What do you dislike about the product?
FreshWorks is still in active development. The features are impressive but there is still a way to go before all the parts are fully integrated into the main system.
What problems is the product solving and how is that benefiting you?
We need to track leads and sales as well as follow up with trial customers who never converted to our full product. We want to track customer service tickets and ensure our customers are happy. Until now, we had multiple pieces of software to do this as well as spreadsheets to track it. FreshWorks gives us the ability to keep it all under one roof.
Excellent CRM Software with powerful Dashboard GUI
What do you like best about the product?
1) Ease of Use
2) has the ability to easily search tickets
3) can attach and add kb articles.
4) full solution for ticketing system and has automation built in capabilities
5) Cost effective solution
2) has the ability to easily search tickets
3) can attach and add kb articles.
4) full solution for ticketing system and has automation built in capabilities
5) Cost effective solution
What do you dislike about the product?
1) Cannot ammend certain feature attributes
2) does not integrate with invoicing systems well at least in our experience
3) some issues with duplicate contacts when we integrate on certain attributes.
4) unable to integreat with MSP product.
2) does not integrate with invoicing systems well at least in our experience
3) some issues with duplicate contacts when we integrate on certain attributes.
4) unable to integreat with MSP product.
What problems is the product solving and how is that benefiting you?
1) Visibility of all tickets tracking
2) Cost and billable tickets and non-billable tickets
3) Number of tickets for each customer
4) reporting
5) Cost per client and historical data
2) Cost and billable tickets and non-billable tickets
3) Number of tickets for each customer
4) reporting
5) Cost per client and historical data
Recommendations to others considering the product:
If you are looking for a starting platform that is free highly recommend this product to get you going.
Easy to use and can easily help you keep visibility of your customers.
Also has great plans which you can easily slowly upgrade when you need as you need. Not many outages and accessible via app and online via cloud which is also handy.
No limitation of number of users yet and we also like the feature of providing access to users with their own logins which they can see only the files we provide them.
Would like it to integrate with other systems for a single source of truth however the product is definitely value for money.
Would be great if it also had integration for MSP to platforms such as Antiviruses or solarwinds to be able to have a single pane of glass.
Overall a great product and would recommend to anyone who is starting out.
Easy to use and can easily help you keep visibility of your customers.
Also has great plans which you can easily slowly upgrade when you need as you need. Not many outages and accessible via app and online via cloud which is also handy.
No limitation of number of users yet and we also like the feature of providing access to users with their own logins which they can see only the files we provide them.
Would like it to integrate with other systems for a single source of truth however the product is definitely value for money.
Would be great if it also had integration for MSP to platforms such as Antiviruses or solarwinds to be able to have a single pane of glass.
Overall a great product and would recommend to anyone who is starting out.
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