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 makes it easy to provide quick support for our many clients and agents.
What do you like best about the product?
Freshdesk makes it easy to answer incoming support questions, triage issues based on their topic or significance, and offers easy to use templates for our support staff. In addition, Freshdesk has allowed us the ability to create an online solutions database for all of our clients/agents to access for quick and independent resolutions.
What do you dislike about the product?
The one downside to Freshdesk is the lack of comprehensive reporting options.
What problems is the product solving and how is that benefiting you?
With Freshdesk we are able to quickly resolve a variety of issues that come in from our clients/agents creating an environment of trust. In addition with the online solutions database, our clients/agents are able to address their needs independently and outside of normal business hours.
Recommendations to others considering the product:
Take your time with implementation and organizing your responses to create a smooth transition and ease of use.
Easy to use Helpdesk
What do you like best about the product?
The Faculty love the ease of submitting issues. The 'Log on with Google' makes things easy.
What do you dislike about the product?
There were feature we didn't need, but had to purchase because their features are bundled together.
What problems is the product solving and how is that benefiting you?
General day to day issues with the District's technology. More Faculty use the helpdesk because of it's ease.
Recommendations to others considering the product:
Freshdesk is definitely worth giving a shot.
"Freshdesk gives a highly effective support to your firm."
What do you like best about the product?
Among its major rewards may be the outstanding circulation of interaction, because of this resource we will sustain speak to properly and productively with our buyers, given that just before the procedure was only by means of email what often induced it never to be successful, that is certainly, the e-mails have been not going through on the time or ended up not despatched efficiently and also other inconveniences that created the interaction not as productive as ahead of.
What do you dislike about the product?
For my part, it appears to me which the device is considerably intricate once you commence employing it, which triggers a hold off if you prepare a personnel in order that you can utilize it within your operate pursuits, and we all know that point is undoubtedly a factor critical for virtually any group, by which corporations are looking for obtaining successful and productive equipment when applying them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk in various departments in the group like a signifies of interaction, which makes it possible for us to fulfill the demands of our consumers, that is certainly, by way of this resource we constantly communicate together with the shopper to reply for their worries or uncertainties they existing about our items or strategies, we hold communicated by email, social networking sites, phone or chat. And so to reply to the requests immediately. Not simply can we utilize the resource to speak to consumers but we also utilize it with staff customers in the very same firm to offer our standpoint in the initiatives which they desire to execute.
Recommendations to others considering the product:
It truly is a device with suited capabilities for every type of organizations
Freshdesk is super easy to use and very straightforward
What do you like best about the product?
I like having tickets for support/projects to be able to keep up with my workload; we also use pivotal along with Freshdesk; I like that you can choose tags to filter your view; categories for like IT, Dev, other parts of the company by software package for quicker resolution for our customers.
What do you dislike about the product?
Sometimes it hoses up and I have to close and reopen, but not very often; I don't like that if I accidentally "watch" someone on a ticket, then I can't remove them, I have to notify them to remove themselves.
What problems is the product solving and how is that benefiting you?
This software is what drives our CSR's and support for the entire company. We have offices in Spokane, Seattle, Nashville, Atlanta, Pensacola, Statesville NC, Indiana & Utah. It gives all of our office's visibility for open tickets, and management has great reporting tools to monitor how long it takes to resolve customer issues.
Recommendations to others considering the product:
I love the simple way to create and utilize a ticketing system for our internal feedback systems. It's stopped issues getting lost in email threads, and being able to realistically track how many issues are appearing.
Freshdesk offers an effective support service for your organization.
What do you like best about the product?
One of its main benefits is the excellent flow of communication, thanks to this tool we can maintain contact effectively and prodcutively with our customers, since before the process was only through email what sometimes caused it not to be efficient, that is, the emails were not read at the time or were not sent effectively and other inconveniences that made the communication not as efficient as before.
What do you dislike about the product?
In my opinion, it seems to me that the tool is somewhat complex when you start using it, which causes a delay when you train a staff so that you can use it in your work activities, and we know that time is an aspect important for any organization, by which organizations are in need of finding productive and efficient tools when implementing them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk in different departments of the organization as a means of communication, which allows us to meet the needs of our customers, that is, through this tool we always keep in touch with the client to respond to their concerns or doubts they present about our products or campaigns, we keep communicated by email, social networks, telephone or chat. And so to respond to your requests as soon as possible. Not only do we use the tool to contact customers but we also use it with team members within the same company to give our point of view of the projects that they want to carry out.
Recommendations to others considering the product:
It is a tool with suitable functions for all types of companies, that is, communication is important in every organization, which is why Freshdesk is ideal because through it you can maintain communication both externally and internally. Therefore, every organization could incorporate it into its activities either to communicate with members of a team within the organization or with customers and suppliers outside the organization. Freshdesk offers you effective and productive results through an excellent communication flow.
Freshdesk is superb product
What do you like best about the product?
The things that I like the best in this particular application is its ability to switch between applications such as email, hangouts and slack etc in order to get answers for the customers. I can also send invitation tickets to others through and also they can access those tickets to which they are invited. Additionally, the user interface of the product is so much improved and quite manageable in order to find answers to my problems.
What do you dislike about the product?
All the things are super exciting and also quite useful in order to handle my customer’s relationship with me. I can easily handle multiple issues quite easily through this product because it has the capability of doing multiple tasks altogether. So, there is nothing big to about in this product only. Sometimes it becomes slower that is acceptable due to excessive load so all is good.
What problems is the product solving and how is that benefiting you?
Freshdesk comprises of different segments that allows me to take care of my customers more frequently. It comprises of a team inbox that increases the efficiency of my work by providing a shared inbox to convert support emails into help desk tickets. Also, it’s the best application in order to streamline the replies to the customers and also optimizes effort s to get the best results.
Recommendations to others considering the product:
All features and functions are quite manageable and also my most favorite. I can easily manage all my tasks and also am able to cooperate more with the help of this specific application. So, it’s a good suggestion to all my loved ones in order to get the best experience of their life.
Freshdesk keeps us moving forward
What do you like best about the product?
I like the ability to setup automations which help move tickets to the correct specialist without having a user monitor the system.
What do you dislike about the product?
I don’t like that once the child tickets are closed, that there isn’t a notification telling the parent ticket about the status update.
What problems is the product solving and how is that benefiting you?
Tickets are now going to the right specialist instead of sitting in an email waiting for someone to determine best course of action for it.
Best support ticketing sistem
What do you like best about the product?
I used several similar products but this one turned out best
What do you dislike about the product?
must be used on another's server. cannot install on its own
What problems is the product solving and how is that benefiting you?
easier tracking of tickets sent by users
Great tool. Inteligent UI
What do you like best about the product?
How easy it was to setup and deploy. Very cool
What do you dislike about the product?
Lacks some features that JIRA SD offers ITIL wise
What problems is the product solving and how is that benefiting you?
We needed a customer support software on our Company. This tool made a fit
Excellent app love the free trial
What do you like best about the product?
User friendly and very easy to navigate through. Stable app and viewing is excellent
What do you dislike about the product?
Unable to install on my Mac book and the layout of the app can be improved on
What problems is the product solving and how is that benefiting you?
Communication with all my team mates and the ability to use it as a complete help desk
Recommendations to others considering the product:
App layout to be reviewed
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