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.
Handy tool for small or medium business
What do you like best about the product?
This is one of the best authentic customer service software in my opinion. It also include a free trial. Whatever, this platform has a easy setup and a strong data base. One can easily switch from ones previous service to this platform. It is easy to integrate it with any network system to reach your customers easily. There is a nice real time response service. It covers every possible option in customer satisfaction. It can be run easily in ios or Android. Again it is comparatively cheap amd handy.🙂
What do you dislike about the product?
I think their spam filter needs further improvement. There is several problems regarding spam mails. Inspite of that i like their services.
What problems is the product solving and how is that benefiting you?
This is the best cheap and good option that i found for small or medium business. I recruited 2 agent and handling their activities was so easy. I focused on social media services and found it satisfactory.
Recommendations to others considering the product:
Recommended for small business
Robust & scalable support ticketing
What do you like best about the product?
Robust
Configurable workflows
Easy interface
Configurable workflows
Easy interface
What do you dislike about the product?
Not mobile friendly
Tracking cannot be customized for client applications
Tracking cannot be customized for client applications
What problems is the product solving and how is that benefiting you?
Centralizing all support tickets
Allocation of tickets
SLA management
Allocation of tickets
SLA management
Recommendations to others considering the product:
Slow support team & less hand holding to set-up but great product over-all
It is a very good supporting software. Very user friendly.
What do you like best about the product?
I like how we can filter based on queries we want to see
What do you dislike about the product?
The software doesn't show if any other agent has opened the query or typing. This would have simplified our lives and work
What problems is the product solving and how is that benefiting you?
There is an issue that we sometimes send multiple replies by different executives to one ticket
One of the best tool I am using for Customer Support
What do you like best about the product?
I like the simple and user-friendly interface. Anybody can use this platform without any prior experience. I am able to tag problems for a better understanding of queries and complaints that we are getting. Secondly, they have great customer support team. Whenevr I face any issue I just chat with them and within a few minutes they resolved the issue or for some cases which may take time they do a constant followup till the issue gets resolved.
What do you dislike about the product?
It is so basic. I can use it for a small number of tickets but for a high volume of tickets, I think it is not enough. There are some basic features that are missing. I can not mark a followup date to a particular ticket.
What problems is the product solving and how is that benefiting you?
I am using Freshdesk for customer support and sales query which is helping me a lot with that. The benefits are like we are able to communicate with our users anytime anywhere. Also, users from Social Media or email all the users or leads are connected to us at any time, we are replying to all the queries and complaints through Freshdesk only.
Quick review of Freshdesk from a user who is using for 4 years
What do you like best about the product?
1- The best software for integrations with other clients (example: JIRA, Salesforce) along with the automation features.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
What do you dislike about the product?
1 - Notifications are not triggered properly needs improvement.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
What problems is the product solving and how is that benefiting you?
Responding customer to their queries effortlessly, integrating with other software, ability to work using just a mobile device.
Recommendations to others considering the product:
You can go for it, price is reasonable, have lot of other products, to ease your work flow
Great, easy to use software
What do you like best about the product?
Freshdesk is simple but has a lot of additional controls if you dig deeper. It's easy to understand and does a great job helping us stay organized and on top of customer support tickets.
What do you dislike about the product?
Not much. There are a few things that I would customize differently, like how timelines are automated, reminders, etc. But overall it does a great job.
What problems is the product solving and how is that benefiting you?
It helps us organize and respond to support requests. We also use it to manage an initial phase of our own internal feature development / requests (kind of like a suggestion box). It has sped up our response time and enabled us to analyze our actual performance.
Freshdesk Review
What do you like best about the product?
FreshDesk is a fantastic software which I and my organization use as a platform for ticketing. It is indeed easy for using, and lets us keep together as a team. Both we and our clients enjoy the process.
What do you dislike about the product?
The chat function isn't really built into the very same system and is slower when used for intensive work
What problems is the product solving and how is that benefiting you?
This gave us the opportunity directly from our website to let our users seek support.
Recommendations to others considering the product:
Perfect platform for customer communication. Highly recommended
The solution for the support scenario through tickets.
What do you like best about the product?
It is a great tool that allows you to monitor the workflow of each of the members that a particular company has, even if they are large business establishments, with a fairly extensive staff, I love this software because it can communicate with these individuals belonging to an organization, for an exclusive service, above all to guarantee service satisfaction, for a better flow in productivity, highlighting that you can add varieties of recipients to receive tickets sensationally without problems.
What do you dislike about the product?
We can critically highlight according to the operation of this software, which would be of great proportion, allowing to load images that are not necessarily attached files, above all for a faster and easier shipment, when we address the terminology to offer a strengthened system help center, including an availability to view content through emails to verify the service that a company offers in its entirety.
What problems is the product solving and how is that benefiting you?
Each department that we have internally in the company, uses Freshdesk, we use it mainly to allow customers to create different tickets of their choice, since this way we can assign them and move them between the business facilities that we acquire at our disposal, mostly to make it easier in its entirety, since this way we have control to communicate with each one of the users, and internally within each formulation created by these individuals external to the company, which aims at the products that we elaborate for them.
Recommendations to others considering the product:
The perfect scenario in support issues, to communicate with more than one client within the same ticket, is with FreshDesk, since several of your users coming to its platform, can receive the same answer and at the same time transmit their comments directly, including that you can view these closed and resolved formulations for future reference, not excluding that it has indicated dates to complete the tasks, most of all to ensure that absolutely nothing is overlooked.
help desk
What do you like best about the product?
We like the fast response time and the review system. This is an easy way to help employees with help. it has been an easy transition to the system vs. our old system and help desk software.
What do you dislike about the product?
the lag of time in between convo time. we have seen a decline with people wanting help because it does take a few mins to get the question answered.
What problems is the product solving and how is that benefiting you?
WE solve all technology question for our employees. when there is an issue with computers, ipads, and other desk tops.
Recommendations to others considering the product:
I think this is for a fast pace company. this will help with your empliyees.
A quick method to start tracking tickets for the service
What do you like best about the product?
We appreciate this that you could always coordinate a huge amount of requests for assistance, assign everything, but conduct them on addressing them without thinking about losing anyone. We do enjoy the simplicity of building and contributing to existing knowledge. Which brings our clients up-to - date with the new trends. We do like the service FreshDesk is providing. When we have a query, they respond promptly and correctly. FreshDesk also provides numerous information sessions which help students learn when to use the software.
What do you dislike about the product?
The compact Fresh Desk program is all about useless. This might be nice that there have been increasingly complicated undertakings / updates as both a component of the ticket contains, but, it wasn't so much as either an item that a vast proportion of citizens are searching for, so thus we have process to find across those limits.
What problems is the product solving and how is that benefiting you?
Overall, the app is a fantastic help for customer service because we already had enough customers to handle this network and made it easier to migrate, providing knowledge to every user. It's combined with other network of online chatting so this functionality is really beneficial. The research has become simple for us now because we can test the findings of some person. It has benefited us a lot with leads to pop up.
Recommendations to others considering the product:
Yet it's the second help app They've seen, I suggest it because it provides full functionality for the services and its simplicity in coping with customer care. I think it's the perfect way to stop having an email account to address issues for your customers, prevent spam and missed addresses.
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