Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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FreshDesk
What do you like best about the product?
Like the app, user friendly platform. Enjoy the documents and canned responses available for you to utilize especially while on the go.
What do you dislike about the product?
Delayed refreshing on the mobile environment. Constantly have to go in and out to see new and refreshed items.
Sometimes images don't get saved the way you want it.
We need a better way to visually categorize better the tickets in the queue
Sometimes images don't get saved the way you want it.
We need a better way to visually categorize better the tickets in the queue
What problems is the product solving and how is that benefiting you?
User ability, compliance, API, we are solving all things related to our services.
We communicate within our team, from billing to sales we utilize freshdesk
We communicate within our team, from billing to sales we utilize freshdesk
Recommendations to others considering the product:
This is the only interface I've used other than email. However it's nice that it's open to your members so other can chime in when you need help. It's a great way to provide service to your users.
Best solution for customer relationship and retention
What do you like best about the product?
I appreciate Freshdesk being an omnichannel customer onboarding, service, and retention platform the most because using this single tool; we can provide all the needed support and service to our existing and potential customers. In short, the ability to manage all the support channels through this single tool is the most fantastic thing.
What do you dislike about the product?
The major dislike about this omnichannel customer management tool is that as it connects multiple customer interaction channels, it might be pretty confusing and hard to manage when the support volume is high and becomes costly as we need to add more support representatives.
What problems is the product solving and how is that benefiting you?
Freshdesk has become all one customer service and retention solution that lets us collect support requests from existing and potential customers and respond on a priority basis. It has made our customer service process quite efficient and has greatly helped us improve our business relationship with the customers.
Why I love using Freshdesk
What do you like best about the product?
First, it's easy to use, like super easy. Great insights and great real-time reports. Also, I love that you can connect it to Freshchat, and every conversation is converted into a Freshdesk ticket. Plus, it makes things easy to help our agents and customers in a very good and fast way. Also, I love how easy the dashboard is.
What do you dislike about the product?
There is nothing I dislike, to be honest. I just love it.
What problems is the product solving and how is that benefiting you?
Assisting the agent quickly and systematically
Internal customer service efficiently
What do you like best about the product?
Currently, the organization uses Freshdesk to provide real-time solutions to both internal and external clients on a large scale via the web. For the quick resolution of company-related requirements, the app, web, and servers are used to aid in rapid management.
What do you dislike about the product?
The flow can be affected when the volume of interactions suddenly increases.
What problems is the product solving and how is that benefiting you?
All requirements are responded to in real time, thanks to the fast interface that the application provides.
Recommendations to others considering the product:
Friendly design so that any user can handle it. Permanent updates and development for each client. Special design for supervisors.
Freshdesk -Love this application
What do you like best about the product?
extremely easy to use , I love the options of adding tags, and the ability to add canned responses. The reporting, is also a great way to track staff performance.
What do you dislike about the product?
I haven't found anything to complain about yet
What problems is the product solving and how is that benefiting you?
Netstream is an FNO and we use it as our primary ticketing system for all support and maintenance queries.
Freshdesk allows us to manage all that in one space, we no longer need to question if a query has been responded to as we can see the time of the last response and also when a customer has responded without going into a ticket, this coupled with adding tags makes for quicker response times.
Freshdesk allows us to manage all that in one space, we no longer need to question if a query has been responded to as we can see the time of the last response and also when a customer has responded without going into a ticket, this coupled with adding tags makes for quicker response times.
Freshdesk is a great way to organize help content
What do you like best about the product?
We have continued to build out our shared inbox model and find it very useful.
What do you dislike about the product?
Streamlining and clarifying interface options would be useful.
What problems is the product solving and how is that benefiting you?
We were struggling to organize our help content and Freshdesk was a very intuitive way to do it. Once content is added, it is straightforward for users to search the content and find the answers as they can search not only by article title but also content. It is also easy to add multi-media content such as PDFs, Powerpoint presos, and videos.
Very efficient and best support solution platform
What do you like best about the product?
Very easy to use platform and it help user to generate tickets track emails. Also it can be integrated with social media platforms as well.
What do you dislike about the product?
Response time is very long and also there are end no. of features for which user pays but doesn't use.
What problems is the product solving and how is that benefiting you?
Customers can easily raise their issues and get the solution. We can directly interact with clients .
The best support solution
What do you like best about the product?
It has a built-in phone system that helps clients to communicate with agents.
The integration with social media platforms helps keep up with the news around the world.
It has very detailed reporting.
It is very easy to use.
You can track your emails.
You can merge and route tickets.
The interface for both clients and agents is so easy to use.
Chat functionality is one of the most impressive features.
The integration with social media platforms helps keep up with the news around the world.
It has very detailed reporting.
It is very easy to use.
You can track your emails.
You can merge and route tickets.
The interface for both clients and agents is so easy to use.
Chat functionality is one of the most impressive features.
What do you dislike about the product?
The process of formatting emails is tedious.
There are not enough fonts to choose from in the email templates.
There are some features that we pay for and do not use. There should be a way you can choose what you want and are willing to pay for.
There are not enough fonts to choose from in the email templates.
There are some features that we pay for and do not use. There should be a way you can choose what you want and are willing to pay for.
What problems is the product solving and how is that benefiting you?
We have easier communications with our agents.
Customers can now easily get the help they need and the answers they want.
We can keep up with the news on the same platform we work.
We can easily manage projects.
Improves agent performance by offering different help desk metrics
Customers can now easily get the help they need and the answers they want.
We can keep up with the news on the same platform we work.
We can easily manage projects.
Improves agent performance by offering different help desk metrics
Recommendations to others considering the product:
If your company is looking to make the work of their clients and agents so much easy, have a platform that integrates with social media platforms to be informed with the trends and make easier for customers to reach out, then go for Freshdesk. I highly recommend this platform for any company, big or small.
Does the job very well
What do you like best about the product?
Freshdesk is easy-to-use and the software is intuitive enough for the new agents to pick up soon. I specifically like the productivity-boosting features such as canned responses, templates, and so on.
What do you dislike about the product?
Nothing much actually; the product certainly does the job well. I would love to have more operational metrics in the dashboard.
What problems is the product solving and how is that benefiting you?
Freshdesk is our customer support portal for all our customers. The entire support cycle is managed in this product; the product also provides a knowledge base to manage & share the product help documentation with users.
This is a fantastic tool for process management!
What do you like best about the product?
Freshdesk is an agile, easy tool to manage service tickets. Since the implementation in our company, the management of tickets reached another level. The ability of creating specific agents with specific groups and reach points made the categorization of the tickets really easy, and the process became much more intuitive and efficient. I can say that our customers are much more satisfied with the response time and the information workflow now.
What do you dislike about the product?
This is a tough question because there is nothing I really dislike on Fresdesk! I would like having more reports on what we do with the tool, the ability to create custom reports that bring more useful management information. So that they would be really useful, since one of the main reasons to adopt a Freshdesk was to have more intelligence and insights on the operation and identify needs that may improve our processes. I could say that the interface could use a little polish, but even that is an overstatement.
In a nutshell, I love it!
In a nutshell, I love it!
What problems is the product solving and how is that benefiting you?
I don't have any problems currently. Amazing benefits of using the tool are:
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
Recommendations to others considering the product:
I would definitely recommend at least a trial of Freshdesk; it is really easy to setup and use, and the benefits of using it greatly exceed the expectations.
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