Freshdesk
Freshworks Inc.External reviews
3,457 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Customer support automation
What do you like best about the product?
Freshdesk is a tool that has it all in one, countless features make a complete and high quality software. Mainly it as given me the facility in the customer service, with a ticket system that is in favor of improving the capacities of attention to the inconveniences and dobouts about the service we offer.
It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.
The notification system is quite complete, send quickly upon receipt of claims or question tickets, manage them and label accordingly.
It is a safe and reliable tool, in it I can rely on all my work, the way I organize all my plans and events by tasks and work always prioritizing important activities, as well as the protection of each of the documents that I attach.
It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.
The notification system is quite complete, send quickly upon receipt of claims or question tickets, manage them and label accordingly.
It is a safe and reliable tool, in it I can rely on all my work, the way I organize all my plans and events by tasks and work always prioritizing important activities, as well as the protection of each of the documents that I attach.
What do you dislike about the product?
It is always essential to be able to handle all cases in the shortest possible time as necessary, taking with me the mobile phone became more than practical, a necessity, in this way I can always respond immediately. However, the user interface has small drawbacks when it comes to full functionality, it does not show all the tools I need, nor the claim tickets at the time they are sent, this system has slow my work with respect to effective work we want for each of our users.
In the other hand, communication has small deficiencies in the workflow, live chat or instant messaging are usually a bit slow and less agile, wich leads to serius problems in our user management planning and quick response.
In the other hand, communication has small deficiencies in the workflow, live chat or instant messaging are usually a bit slow and less agile, wich leads to serius problems in our user management planning and quick response.
What problems is the product solving and how is that benefiting you?
With the software implementation we have achieved great goals. Among some of the benefits we have obtained are grater ROI, improvements in customer service management, improvement of our work plans, communication, liaison and a better relationship with each of our customers and business partners. We have solved problems of assistance to claims tickets, giving immediate response, automating our main pririty: the attention to each of our clients. With the organization of work, we quickly visualize our work objectives, optimize the range of assistance and even increase the chances of estblishing new business relationships.
Recommendations to others considering the product:
In recommend Freshdesk because, honestly, it is a great software that meets each of the quality standards, offers great rewards and incomparable benefits, easily adapts to any company, its name is synonymous with success.
Customer service circumstantially.
What do you like best about the product?
Freshdesk has really occupied a very important place in the operation of our company, I consider that this platform has contributed the best functions and has perfected its features towards the user every day. I consider that this platform has given me the necessary to have a good performance and a correct implementation. During my experience, several positive factors emerged which correctly enhanced the results so that they could be noticed in the company, these factors are:
1.- Freshdesk has allowed me a perfect stability during customer service through videochat, this has allowed me to connect better and interact more accurately with each client.
2.- Very simple platform to use and implement, I really like to use Freshdesk, it has no complications regarding the use and application in customer service.
1.- Freshdesk has allowed me a perfect stability during customer service through videochat, this has allowed me to connect better and interact more accurately with each client.
2.- Very simple platform to use and implement, I really like to use Freshdesk, it has no complications regarding the use and application in customer service.
What do you dislike about the product?
All these positive factors were circumstantial in my business development, however, during my experience there were also several negative factors that significantly affected my business progress, these factors are:
1.- Freshdesk is at a fairly high price, I believe that this platform should offer prices more adapted to user financing, so that small businesses can also access the great functions of this platform.
2.- The mobile phone application has a small deficiency with the notification system, since it does not notify at the exact moment when a new customer needs support or needs to resolve any questions.
1.- Freshdesk is at a fairly high price, I believe that this platform should offer prices more adapted to user financing, so that small businesses can also access the great functions of this platform.
2.- The mobile phone application has a small deficiency with the notification system, since it does not notify at the exact moment when a new customer needs support or needs to resolve any questions.
What problems is the product solving and how is that benefiting you?
My experience with Freshdesk was quite good despite the various negative factors that arose during the period of time it was used, since this platform has been helping us to have constant attention with all customers, to provide them with a better resolution of doubts and better support within the company that I am currently work for. Honestly, I am satisfied with Freshdesk and its great business capacity.
Recommendations to others considering the product:
Freshdesk is a platform that is very much worth buying, since it enhances the results of the customers and improves the experience of attention and support, ensuring that customers are always satisfied with the attention. Freshdesk is the best platform for customer service.
The new interface is very clean and easy to navigate.
What do you like best about the product?
Easily integrates with custom domains for seamless consumer expertise.Tagging and reassigning is simple.
Mobile apps work well and permit for simple use across multiple platforms (particularly helpful once operating remotely).
Lots of nice options at intervals the free set up. The free set up permits for a good quantity of branding/customization of consumer portal.
Mobile apps work well and permit for simple use across multiple platforms (particularly helpful once operating remotely).
Lots of nice options at intervals the free set up. The free set up permits for a good quantity of branding/customization of consumer portal.
What do you dislike about the product?
The login answer drives Pine Tree State barmy. As AN Agent, I even have to login at a separate domain than my branded portal, that is confusing for brand spanking new team members and adds many steps to the login method. this is often notably cumbersome once attempting to use third party integrations that need Freshdesk login (like Shift App for Gmail).
A style refresh to the client-side portal would be nice. It's a touch clumsy and even with customizations, the default answer feels a touch dated.
A style refresh to the client-side portal would be nice. It's a touch clumsy and even with customizations, the default answer feels a touch dated.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to combination support requests from shoppers. I've extra many key members of my team as Agents, thus tickets will be assigned on to them and that they will communicate directly with the consumer for resolution. Freshdesk streamlines team communication and permits for expedient resolution of consumer problems. Agents will tag one another in notes and simply hand-off or collaborate pro re nata.
Recommendations to others considering the product:
Freshdesk is extremely like minded for growing firms wherever communication issues or requests via e-mails might get tons messier. however I additionally assume the price of the tool is very important, therefore perhaps in growing firms that don't have a lot of cash to take a position in ticketing tools, AN ASCII text file possibility might work higher.
The best way to offer technical support.
What do you like best about the product?
Freshdesk has become a very renewed way to establish various benefits around customer service and ticket service as a support for any questions. I believe that this platform has been sufficiently complete around what it has offered me, since it has given me the essential characteristics and functions to allow me a pleasant way to attend each user at the exact moment. During my experience with Freshdesk, I managed to obtain several factors which allowed me to establish an advance and an adaptation to the services of this platform, these factors are:
1.- Freshdesk has provided me with an implementation that is too easy, since in just a few weeks, I managed to implement the platform with totality, and get the platform to present me with several positive advances in the composition of our services.
2.- It provides me with a too complete support chat, with which I can establish a correct communication with any client and I can attend it from communication via video, audio or written.
1.- Freshdesk has provided me with an implementation that is too easy, since in just a few weeks, I managed to implement the platform with totality, and get the platform to present me with several positive advances in the composition of our services.
2.- It provides me with a too complete support chat, with which I can establish a correct communication with any client and I can attend it from communication via video, audio or written.
What do you dislike about the product?
All these positive factors have allowed me to fully adapt to the operation of the platform and all its features, however, several negative characteristics have also emerged which have significantly affected my progress with respect to this platform, these factors they are:
1.- Freshdesk for mobile devices is a bit complicated to use, since it offers a fairly compact App and it is very difficult to search each of the corresponding sections to answer the questions of any user. I would like to create a more modern App, which does not need to investigate much to find a section.
2.- The "tickets" system does not work correctly, since it currently does not send me notifications when a new ticket is created, this causes me several problems, since sometimes, I do not know when I have tickets stored.
1.- Freshdesk for mobile devices is a bit complicated to use, since it offers a fairly compact App and it is very difficult to search each of the corresponding sections to answer the questions of any user. I would like to create a more modern App, which does not need to investigate much to find a section.
2.- The "tickets" system does not work correctly, since it currently does not send me notifications when a new ticket is created, this causes me several problems, since sometimes, I do not know when I have tickets stored.
What problems is the product solving and how is that benefiting you?
Despite the negative factors that have arisen in all this time during the use of Freshdesk, I have had the opportunity to achieve great positive results and to get a lot of fruit from this platform. Freshdesk has helped me to have a better user support system within the company I am currently working on, a technical support that really helps the user in the right time, and is always available for any questions that may arise to the customer.
Recommendations to others considering the product:
Freshdesk is very worthwhile, since it is a platform that is at a really accessible price and all its functions ensure that the results of this platform are immediately noticed in the growth of the company.
An excellent online customer support system that will fit your business needs quickly and seamlessly
What do you like best about the product?
The software is very well developed, its use is intuitive and simple that helps its users to perform all kinds of tasks without having to know all its functions in depth. Tracking every request they make is particularly good, using tickets that allows to review each case with great details which provides customer information and helps determine the agent that he is best qualified to solve each problem in particular.
What do you dislike about the product?
Reporting is not very good, since you can't get the amount of metrics you would have wanted to have and if they offer other software similar to freshdesk so there is room for improvements of better implementation of this reporting system. Field customization is not completely deep this keeps the appearance of the software with a minimalist look something that some customers like and others do not, I particularly like to have the freedom to customize all the tools that that can be adapted to my tastes.
What problems is the product solving and how is that benefiting you?
In the company where I work we had a serious problem of prioritizing requests and customer problems that had to be solved as soon as possible, along the way these were lost as the list increased and we were wasted time getting around between the lists to find them. With the help of freshdesk this problem went into history because it allows us to organize the tickets that are most important to us to solve and have them well on the board so as not to lose sight of them throughout the process.
Recommendations to others considering the product:
This is a software that will make you love it from the first moment you use it, the workflow of its functions, the simple of its features, the speed of response of its tools, all this makes support agents can perform their work in an effective way for any support team, provide the help to your customers in the fastest and most accurate way possible. Freshdesk will transform the way your company works forever.
Best Ticket Management Software
What do you like best about the product?
We have been using Freshdesk right from the beginning and have been satisfied with the performance. The site is never down and the mobile app is also very easy to use and effective.
What do you dislike about the product?
No, I don't dislike anything about Freshdesk. It's pretty good.
What problems is the product solving and how is that benefiting you?
It has helped me track all the queries that needs action. It's accessible easily and training is not required at all.
User friendly and easy to use
What do you like best about the product?
Quick communication and very user friendly. It s good to receive notifications in the inbox when you have a reply.
What do you dislike about the product?
I think it isn’t well made, there are no features I dislike
What problems is the product solving and how is that benefiting you?
I mainly log jobs for our maintenance team
Recommendations to others considering the product:
If in a big team, i d suggest to include initials in the title.
Organized Customer Service
What do you like best about the product?
Before using Freshdesk, we answered support emails via Gmail, which got so unorganized. My favorite Freshdesk features:
- Automation, which automatically assigns tickets that match XYZ criteria to specific agents
- Canned Responses, which are templated email responses
- Variety of View options, which allow you to view tickets created in the past X number of days, or all the tickets from a certain customer that are set as a certain status
- Automation, which automatically assigns tickets that match XYZ criteria to specific agents
- Canned Responses, which are templated email responses
- Variety of View options, which allow you to view tickets created in the past X number of days, or all the tickets from a certain customer that are set as a certain status
What do you dislike about the product?
The features I'm not crazy about are:
- The Bot, which you can set up on landing pages to suggest articles as answers to customer questions
- Forums, which encourages customers to start conversations and ask questions on the customer portal
The main reason I don't love these features is that they don't work well with our type of business. I'm sure these features would work well for others, and that part of it is definitely due to a lack of complete understanding of how to make them work for us. Our customers get confused on the support portal because it prompts them to log in to submit forums. With the bot, it's difficult to optimize it because we get a lot of customer-specific and situation-specific support questions that can't be answered with a generic reply.
- The Bot, which you can set up on landing pages to suggest articles as answers to customer questions
- Forums, which encourages customers to start conversations and ask questions on the customer portal
The main reason I don't love these features is that they don't work well with our type of business. I'm sure these features would work well for others, and that part of it is definitely due to a lack of complete understanding of how to make them work for us. Our customers get confused on the support portal because it prompts them to log in to submit forums. With the bot, it's difficult to optimize it because we get a lot of customer-specific and situation-specific support questions that can't be answered with a generic reply.
What problems is the product solving and how is that benefiting you?
Before Freshdesk it was difficult to keep track of email threads with customers and which support agent had replied to what. With Freshdesk, we have reduced our duplication of efforts and can track all of that. It's been a great benefit to not have things fall through the cracks.
Recommendations to others considering the product:
Before we decided to use Freshdesk, we demoed 2-3 other platforms. Most of them had similar features, but Freshdesk's interface was the most user-friendly. Our team wasn't looking for anything too tech-savvy to implement. We wanted it to be easy to learn and train on.
Enhanced results for customer service.
What do you like best about the product?
Freshdesk has really occupied an important space during these last months, since its operation and stability with respect to the supports, has been impressive. Considers that this platform has provided the necessary and essential characteristics so that we develop a great way to serve each client and offer a support system, suitable to meet their needs and doubts. During my experience, I have noticed several factors which have allowed me to have a better expectation and better results, greatly enhanced by these factors, these are:
1.- With Freshdesk I can enjoy a live chat to serve any client, this has undoubtedly helped a lot, since it provides me with unsurpassed quality and a perfect video transmission, which helps me communicate better with customers.
2.- Freshdesk contains an extremely complete UI, where you can answer all the questions that customers have left during the rest session of the support team. In addition, it allows each case resolved to be stored, to add a corresponding history.
1.- With Freshdesk I can enjoy a live chat to serve any client, this has undoubtedly helped a lot, since it provides me with unsurpassed quality and a perfect video transmission, which helps me communicate better with customers.
2.- Freshdesk contains an extremely complete UI, where you can answer all the questions that customers have left during the rest session of the support team. In addition, it allows each case resolved to be stored, to add a corresponding history.
What do you dislike about the product?
I have enjoyed many positive factors which have allowed to enhance each of the results obtained through this platform, however, several negative factors have also arisen which have significantly affected my experience, and have caused certain difficulties to develop its use normally, these factors are:
1.- The application for mobile phones does not allow to offer support through live chat, leaving communication via chat, as the only option to communicate with the client through the mobile phone. I would like to be able to communicate through video transmission with the person in doubt.
2.- This platform should offer a much more complete free trial, which allows you to create a wider support area and be able to establish your own online and real-time support system, since currently, the trial version only allows you to know the functions of the platform, and do not use them.
1.- The application for mobile phones does not allow to offer support through live chat, leaving communication via chat, as the only option to communicate with the client through the mobile phone. I would like to be able to communicate through video transmission with the person in doubt.
2.- This platform should offer a much more complete free trial, which allows you to create a wider support area and be able to establish your own online and real-time support system, since currently, the trial version only allows you to know the functions of the platform, and do not use them.
What problems is the product solving and how is that benefiting you?
Freshdesk has had a pleasant development and has taken very good care of the cases and doubts of any of the clients. I am very happy and satisfied with the results obtained with the help of Freshdesk, since I have had the opportunity to offer an extremely suitable support for the attention of all the doubts that arise within the company that I am currently working on. I hope Freshdesk is always present providing me with the best attention and support functions.
Recommendations to others considering the product:
Freshdesk is a platform that will always yield great results in a short time, its ability to adapt quickly and establish itself in the use that the user needs, it is impressive, and it achieves that the results are greatly enhanced.
Top Competitor in The business
What do you like best about the product?
The platform is user friendly and it is much cheaper compare to other competitors. The UI and UX looks amazing and they have talented people working on it regularly. The product understand the user requirement and deliver the best value.
What do you dislike about the product?
The chat option is not integrated in the same platform and it is slow.
What problems is the product solving and how is that benefiting you?
Helpdesk for a business.
Recommendations to others considering the product:
Keep up the good Customer service and listen to your active users on all social platforms.
showing 641 - 650