Freshdesk
Freshworks Inc.External reviews
3,457 reviews
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Freshdesk, an improved platform to offer technical support
What do you like best about the product?
In my opinion, Freshdesk is a technical support platform that is characterized by offering a very good overall experience for both the user and the people working on the platform. As a normal user is greatly appreciated the facilities that the application offers to solve problems through tickets or help FAQs, also your livechat is a very useful tool that works very well to solve problems quickly and efficiently without starting tickets
Another aspect of the application that stands out is the possibility of integrating applications through the API tools. This makes the platform one of the most versatile in this regard. But what I like most about the application is the possibility of configuring automatic responses from the Livechat, this is very useful to help our clients when our support service is saturated or not available because it is too late.
Another aspect of the application that stands out is the possibility of integrating applications through the API tools. This makes the platform one of the most versatile in this regard. But what I like most about the application is the possibility of configuring automatic responses from the Livechat, this is very useful to help our clients when our support service is saturated or not available because it is too late.
What do you dislike about the product?
What I liked the least about the application are the reports offered by the application and its statistics, personally I think there is a lack of additional information but nothing else, otherwise the application is very useful and works very well.
What problems is the product solving and how is that benefiting you?
We had many problems to manage our customers in an orderly manner so we decided to try FreshDesk in its trial version and we were convinced, since then everything has improved a lot in this aspect since we can do all the technical support in an organized way which it has freed us from the previous stress by having to manage everything through emails.
Recommendations to others considering the product:
Definitely recommend Freshdesk if you are looking for a good tool that allows you to offer technical support at a price but without leaving aside the most advanced tools to help your customers as support through tickets, emails, FAQs or Livechat.
Freshdesk optimizes customer service
What do you like best about the product?
Freshdesk is easy to configure and has a simple interface. It is effective to speed up the response to questions from our users. The ticket system has a variety of functions that allow us to categorize tickets according to priority, establish predefined answers to common questions and visualize agent operations. On the other hand, it provides reports that allow us to determine the response time of the tickets. It also offers a robust knowledge base. It is easy to manage.
What do you dislike about the product?
I cannot think of any failure or deficiency because it offers quality service.
What problems is the product solving and how is that benefiting you?
It facilitates the performance of our agents, improving service productivity. We offer a robust service thanks to the functions of Freshdesk. It's really useful.
Recommendations to others considering the product:
It's great for small businesses because their plans are accessible.
Freshdesk provides many useful options for Help desk
What do you like best about the product?
The best thing about Freshdesk is its excellent integration through the use of API tools. In this sense, the platform is versatile enough to improve the management of customer assistance through emails and social networks. We like that notifications can be automated, and that the integration of CRM is so comfortable. It is very easy to communicate with our customers, due to its excellent unified communications system.
What do you dislike about the product?
Something we do not like about Freshdesk is its workflow manager. This does not allow to create reports and statistics correctly. We do not like your contact history management, since you can not monitor all the information dealing with them. We are annoyed that your survey and comment management tool does not have enough automation capacity. In addition, the Freshdesk activities panel takes time to update. Its integration with Podio is quite slow.
What problems is the product solving and how is that benefiting you?
Freshdesk has unified our communication with users a lot. Our online support service is at its best, as is our forum manager and telephone support. Its integration with Freshdesk chat has facilitated the way in which our team shares information.
Recommendations to others considering the product:
Freshdesk seems to us the perfect tool for self-employed workers, companies of different sizes, non-profit organizations, and even for public administrations. We recommend it a lot for Android devices. An excellent integration for Freshdesk is achieved with the Clarizen platform, fully recommended.
A great support and live chat management system
What do you like best about the product?
NInce user interface and better management of tickets and live chats
What do you dislike about the product?
On cloud implementation, I would rather go for the on-premise model
What problems is the product solving and how is that benefiting you?
Solving customer care problems and live interacting with the customers
Freshdesk is an effective solution
What do you like best about the product?
I like Freshdesk because it is easy to use and its design is user-friendly. The system is fluid, automates repetitive tasks and improves teamwork. The ticket system is great for handling user queries because it prioritizes and categorizes tickets. It makes it easier to solve complex problems since we can include technicians from different areas of the organization.
What do you dislike about the product?
I have no complaints about it because it gives us good results.
What problems is the product solving and how is that benefiting you?
It is the solution we needed to improve customer service. It is efficient in the management of queries and in the distribution of workload. Thanks to Freshdesk we can communicate in a fluid and personalized way with our clients.
Recommendations to others considering the product:
It is a scalable and versatile solution for companies of any level.
It's a great app to manage customer service
What do you like best about the product?
Freshdesk platform unifies communications, enabling us to handle queries from multiple channels such as social networks, chat or email effectively. The conversations are saved as tickets and facilitate the operations of the support team. Prioritises tickets according to their level of urgency.
Promotes team collaboration since agents can consult with each other to find the best solution to a problem. I like the functionality it offers because it positively transforms the service we provide.
Promotes team collaboration since agents can consult with each other to find the best solution to a problem. I like the functionality it offers because it positively transforms the service we provide.
What do you dislike about the product?
Currently I have no complaints about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk provides us functionality to provide a personalized customer service. Optimize ticket management, increase productivity and improve teamwork.
Recommendations to others considering the product:
This platform transforms customer service. Prices are affordable and is fully scalable.
Freshdesk simplifies ticket management
What do you like best about the product?
Freshdesk is user-friendly, its price is affordable and it is easy to use. Greatly improves communication with users, automates the management of tickets and provides metrics that help us improve our performance.
I like this app because it makes our work more productive and efficient. Automatically assigns tickets to agents, can also solve problems faster. It saves us time in secondary tasks and unifies the operations of the support team.
I like this app because it makes our work more productive and efficient. Automatically assigns tickets to agents, can also solve problems faster. It saves us time in secondary tasks and unifies the operations of the support team.
What do you dislike about the product?
It offers the functionality we need, so I have no negative comments regarding software.
What problems is the product solving and how is that benefiting you?
It provides a platform that unifies the operations of the support team. Freshdesk makes it easy to provide personalized customer support, helps us solve problems more effectively.
Recommendations to others considering the product:
It provides useful and advanced features to improve customer service.
A professional solution for technical support
What do you like best about the product?
I assume that Freshdesk is one of the most comprehensive options, as Freshdesk is a technical help and draws the user's attention to the dashboard, which offers one of the options superior to those of other similar applications, a massive part of the application in an intuitive way through its menus. Although not everything can be customized via the dashboard anymore, external plugins can also be used, which can be integrated into the software and allow the addition of new features.
As for the user, the utility could be very useful, as it allows the consumer to be advised based on the recommendations in the consumer's frequently asked questions while developing a support price ticket, so that doubts are clarified in many cases before the support ticket is created. Another top-notch feature of Freshdesk is the ability to prepare our assistance departments for the use of hierarchies and degrees, so that we can discover exceptional operational roles in every industry.
As for the user, the utility could be very useful, as it allows the consumer to be advised based on the recommendations in the consumer's frequently asked questions while developing a support price ticket, so that doubts are clarified in many cases before the support ticket is created. Another top-notch feature of Freshdesk is the ability to prepare our assistance departments for the use of hierarchies and degrees, so that we can discover exceptional operational roles in every industry.
What do you dislike about the product?
Technically speaking, it is a great utility, and I haven't seen anything wrong with its functionality, but something that I didn't like when I first used Freshdesk has changed in such a way that some of the most exciting features cannot be tested in the trial model. People who are trying Freshdesk for the first time are pressured to pay for the subscription in order to fully evaluate the product.
What problems is the product solving and how is that benefiting you?
At work, I am a Freshdesk administrator for one of the departments, so I have full access rights to the dashboard. My job allows me to organize all the users of my stage through Freshdesk, so that we can organize ourselves to provide more powerful and faster assistance to users. On the way to this tool, we can fulfill these kinds of commitments almost routinely.
Recommendations to others considering the product:
Use Freshdesk constantly in its state-of-the-art model to achieve the best possible overall performance. I also suggest that you have at least the "Blossom" license, as the number of lots is very limited and serves most for checking out. I also recommend Freshdesk for groups with a high customer volume, as I believe Freshdesk is geared towards this type of large enterprise, although this does not mean that you cannot use it in a smaller company.
Freshdesk is an intuitive tool
What do you like best about the product?
Freshdesk is an intuitive and easy-to-use tool that allows us to focus on providing personalized attention to each client. The panel that provides is easy to navigate. The ticketing system is efficient, now we can respond more quickly to the problems of our customers, as it stores the tickets of multiple channels as tickets. It also has reporting functions that help us proactively improve customer service.
What do you dislike about the product?
I find it quite useful this software, so I have no complaints about their performance.
What problems is the product solving and how is that benefiting you?
Increase the productivity of our agents. It allows us to join the support team on a platform, which makes it easier to manage customer service.
Recommendations to others considering the product:
It is an outstanding alternative. Great value for money, is versatile and easy to set up.
New to Freshdesk and liking it!
What do you like best about the product?
Freshdesk is a ticketing system and what I like best is being able to keep track and have records/history of previous tickets.
What do you dislike about the product?
One thing I don't like about freshdesk, is that when I respond and close a ticket, it automatically gets reopened if the AM or whoever opened it originally responds back (for example, I closed it, and AM responds: thank you!, so the tkt gets reopened), which is a bit annoying
What problems is the product solving and how is that benefiting you?
We're using freshdesk as a ticketing system so we have all requests come in to this one place so we can keep track. Also, this way, if someone on the team is out sick, other team members can view his open tickets and jump in and help.
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