Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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Very happy with software
What do you like best about the product?
How it streamlines communication and sorts emails based on criteria we set. With a large team and many agents, this is crucial for us.
What do you dislike about the product?
Support is sometimes hard to reach/understand.
What problems is the product solving and how is that benefiting you?
This has cut down drastically on time previously spent in gmail.
Recommendations to others considering the product:
Strongly consider, overall very happy.
Extremely professional ticket handling tool and customer support system.
What do you like best about the product?
The user interface offered by this software is one of the intuitive ones that I have used, it allows you to move through the tool with total freedom and knowledge of what you are doing even and when you have never used it before. Automation features help you be more productive in troubleshooting through a ticket system, automatic rule setup, as well as an easy initial set-up that will allow you to work quickly and efficiently.
What do you dislike about the product?
I did not like the reporting system of the program, since it is not implemented directly from the application but you have to work with support agents to be able to perform that task. Scheduling these daily reports is not an easy task to perform due to the time it takes the support for delivery it so it is not an efficient approach. Receiving these metrics is very important to my team so you have to find a workaround to this problem week after week.
What problems is the product solving and how is that benefiting you?
One of the main problems in my company was the lack of follow-up of the tickets that we had to complete since we could not maintain a strict order of the order in which they were assigned to the different agents, with freshdesk this problem is a matter of the past since we now have a total organization and monitoring of the progress of each ticket, with the ability to group them by priority or client to visualize our entire process without losing order in our job.
Recommendations to others considering the product:
Freshdesk is one of those software that after you try it you don't want to change it for anything in the world, the way it is designed to satisfy the end user as well as thinking about facilitating the work to the support agents is something to admire because these two things are very hard to achieve in a system as demanding as customer support is, so having this program will make the experience of its customers and team work more productivity and pleasant.
Pleasant satisfaction during customer doubts.
What do you like best about the product?
Freshdesk has really become a perfect solution for each customer's technical support. This platform has really provided all the essential functions and tools to allow me a pleasant way to attend and offer active support 24 hours a day. I believe that this platform had an absolutely good performance, which helped me to notice the r esults so fast that I was having. One of the things that I liked most about Freshdesk, is its "tickets" system, because thanks to this system, you can deal with cases that were previously sent by customers, and thanks to this function, you can take a record of each client that sends a request when the support is offline. In addition, Freshdesk provides me with a mail delivery service to handle these cases, and this is something that also serves a lot, since you should not have a third-party service offered by the email system.
What do you dislike about the product?
Freshdesk has stood out in a great way, bringin great changes and ensuring that each user can establish a good contact with customers, however, during my experience, several significant factors have also emerged that have proportionally and significantly affected my performance, these factors were:
- The mobile phone application is not fully optimized, since it currently has several problems to reflect all the tickets that are stored. Currently, it only shows a part of those tickets, and the truth is that this has made customer service a bit difficult.
- The LiveChat that offers to establish communication with customers, I do not like so much, because it offers a video quality that is really not good, and does not allow users to communicate with optimized quality.
- The mobile phone application is not fully optimized, since it currently has several problems to reflect all the tickets that are stored. Currently, it only shows a part of those tickets, and the truth is that this has made customer service a bit difficult.
- The LiveChat that offers to establish communication with customers, I do not like so much, because it offers a video quality that is really not good, and does not allow users to communicate with optimized quality.
What problems is the product solving and how is that benefiting you?
In spite of the negative factors that have arisen during my experience with Freshdesk, I have been able to establish pleasant advances, since this platform has helped me to offer a high quality support that is always active, in the company that I am currently working on. I believe that Freshdesk has also helped me to solve all kinds of doubts of my clients, which has helped a lot to be satisfied with each one of them.
Effective
What do you like best about the product?
It's fast and effective with assisting in work management
What do you dislike about the product?
Nothing I love it it's easy and affordable
What problems is the product solving and how is that benefiting you?
Its creates a smoother time management flow
Recommendations to others considering the product:
It's first managers more time couch instead of micro managing
cloud-based customer support software
What do you like best about the product?
A great platform with a comprehensive set of tools.
Great features to help business to reach customers easy and affordable.
No need to change any touch points.
easy to setup.
Great features to help business to reach customers easy and affordable.
No need to change any touch points.
easy to setup.
What do you dislike about the product?
The price of min $63 is a bit expensive for small companies.
What problems is the product solving and how is that benefiting you?
communicate easy with clients and very easy to setup.
Ability to turn emails into tickets.
Ability to turn emails into tickets.
Recommendations to others considering the product:
Great platform to communicate with customers.
very easy to setup and most important is the ability to turn each email received into tickets.
very easy to setup and most important is the ability to turn each email received into tickets.
Integrated Ticketing System
What do you like best about the product?
It's easy to manage my tickets, especially with many time saving automation options.
What do you dislike about the product?
Some things are a bit clunky, like editing a user's contact information.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to communicate, organize, and track the many tasks we have across our many clients.
Recommendations to others considering the product:
Give it a try with a free trial.
Great For Creating a Competitive Support Team
What do you like best about the product?
Like the title says, I really like the ability you have to "game" E-Mail support. Our office has competitions to see who answers the most emails and who is the most consistent. Ever since using the gaming feature we have significantly increased productivity.
What do you dislike about the product?
I dislike how after I close a ticket (finish answering a question), the ticket is extremely hard to find again if you realize you made a mistake. There is not a "sent" section which makes things difficult. I also wish there was a way that only certain administrators had the authorization to assign emails/tickets to different people on the team. It gets a little frustrating when other people start assigning you to E-mails that they could answer just fine.
What problems is the product solving and how is that benefiting you?
We are able to stay on top of our E-Mails and not fall behind. In the the past, the team would let certain E-Mails fall through the cracks. When we miss E-Mails we are affecting the business negatively. The gaming/competitive features were unexpected and added an extra dimension to our IT support team.
Recommendations to others considering the product:
The gaming feature adds another dimension to competitive IT teams. It creates a culture of inclusion and transparency.
With freshdesk you can keep on touch with your clients
What do you like best about the product?
I like having a ticket system. Before using Freshdesk the communication with clients was super messy and we lost a lot of information within mails, calls and such, Now, using Freshdesk everything is in the ticket. I personally LOVE having the possibility of adding private notes to other teams of my company, to help solving the issues
What do you dislike about the product?
The dispatchr configuration is not so intuitive. You need time to learn how to use it and sometimes, even when you know how to configure it, you can get a little bit lost. But that's the only downside I find in Freshdesk
What problems is the product solving and how is that benefiting you?
We started solving faster the issues and now the comunication with clients is more transparent. No one can specualte now, neither us or the client: every information given or needed is in the ticket. Also, when a new collegue starts working in the company is easier to give him / her context of the clients, by making them watchers of some crucial tickets.
Recommendations to others considering the product:
If the comunications with your clients is getting messier as the company and the responsabilities are growing, maybe it's time to start using a ticket platform. Freshdesk is a very good one!
Good features, but limited with increasing costs
What do you like best about the product?
Everything can be integrated in to one platform for use by the business
What do you dislike about the product?
Licence costs limit the usage heavily...
What problems is the product solving and how is that benefiting you?
Customer emails and social media. Benefits are these items can be worked on one location
A great portal for prioritization of day to day activities
What do you like best about the product?
An extremely powerful customer support tool. It allows us as a company to track and prioritize trouble tickets and other tasks while maximizing our efficiency. Increases productivity and dramatically impacts the user experience.
What do you dislike about the product?
It did not offer the CRM tools I needed for the rest of my business. If I wanted to integrate those tools through Freshsales, I would be paying a hefty price.
What problems is the product solving and how is that benefiting you?
I used Freshdesk for time tracking services. I also used it as a portal for my clients. FreshDesk is customizable, has multiple ticket options to choose from and is ridiculously easy to configure and use. It's perfect for a small to medium-sized business. We were shopping around for a helpdesk replacement and this was on the list. I'm overall satisfied with the experience.
Recommendations to others considering the product:
Customizable White-labeled Quick to deploy App integrated, works with Bomgar and google drive Easy to use Great reporting. Good product so far, we have been live with it a month or so and no complaints yet.
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