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 has all the bells and whistle needed for quality customer support
What do you like best about the product?
Several integrations, allows me to provide customer service for different products, and companies. Easy setup and integrations lets me create different signatures, canned responses, etc.
I've used Zendesk as wll and can confidently say that Freshdesk is more robust and far easier to use!
I've used Zendesk as wll and can confidently say that Freshdesk is more robust and far easier to use!
What do you dislike about the product?
Wish it was easier to create new contacts
Wish I could change the email address on tickets, ie. you can forward a ticket then change the sender
Wish I could change the email address on tickets, ie. you can forward a ticket then change the sender
What problems is the product solving and how is that benefiting you?
We manage several different products and Freshdesk helps us properly separate customer questions into the correct product 'bucket'.
Recommendations to others considering the product:
There customer support via chat is very helpful, so if you can't decide when shopping for customer service tools, I think Freshdesk offers quality support!
Do you want a good application? This is the application for you!
What do you like best about the product?
Some time ago I was looking for a program that would make it easier for me to create help tickets, add the cited ones and track the same tickets. Which I could get through Freshdesk, which has caught my attention and that's why I decided to buy it.
I was also able to get a reference to the ticket timer you have involved; so it made it easier for me to understand my billing system by capturing information and the coolest thing that everything was going in good time. Bearing this in mind, I was also able to build a community of clients, without any limit, where I almost played with this tool.
I was also able to get a reference to the ticket timer you have involved; so it made it easier for me to understand my billing system by capturing information and the coolest thing that everything was going in good time. Bearing this in mind, I was also able to build a community of clients, without any limit, where I almost played with this tool.
What do you dislike about the product?
The problem with the program, is in the sound section towards the entrance tickets or any notification that arrived. More than anything because I wanted to configure different sounds to the requirements of my clients. With this I took the task of communicating immediately with the Freshdesk customer service line and I respond grotesquely and that it is not possible to configure the alert in any browser for your application and also be nature to this option in new updates.
Bearing this in mind, I saw it in bad taste, by the fact of having other useful resources, have such a treaty with their customers.
Bearing this in mind, I saw it in bad taste, by the fact of having other useful resources, have such a treaty with their customers.
What problems is the product solving and how is that benefiting you?
Through this program I had the similarity of being able to overcome all those problems in which I was overwhelmed against my clients, who commonly complained to me of not having the consideration regarding the cited that they left me, for the fact of not characterizing themselves.
With this I was also able to extend my clients section and make a bigger list regarding the support they needed, bearing in mind that they covered my work schedule. This experience has been quite crucial for what is my work team, so we recommend to all forecast the same to all those who want to undertake tools of good use.
With this I was also able to extend my clients section and make a bigger list regarding the support they needed, bearing in mind that they covered my work schedule. This experience has been quite crucial for what is my work team, so we recommend to all forecast the same to all those who want to undertake tools of good use.
Recommendations to others considering the product:
learn
Freshdesk
What do you like best about the product?
I like the ease of use and being able to solve any customer support issues that arise.
What do you dislike about the product?
It can be challenging at times to find and organize previous tickets.
What problems is the product solving and how is that benefiting you?
We solve customer support issues and questions that come up.
Recommendations to others considering the product:
This is a great tool and platform to connect with and solve issues that customers may have.
Great ticket system
What do you like best about the product?
The ticket system is undoubtedly the best feature of Freshdesk. You can label the tickets according to their level of urgency, which is beneficial to the support team and they can focus on reviewing customer requirements and provide the best customized solution to your issues, doubts and concerns.
What do you dislike about the product?
Freshdesk works efficiently. I have not found faults that should be corrected.
What problems is the product solving and how is that benefiting you?
It offers an interactive and productive environment for agents. Shortens the response time to the client. The ticket system optimizes the management of customer support members.
Recommendations to others considering the product:
Freshdesk fits into customer support environments for companies of any size. It is scalable and easy to use.
Just the best customer support and helpdesk solution!
What do you like best about the product?
One of my favorite things about Freshdesk is that it comes with support for 26 different ready-to-use languages. It allows each agent to customize their languages individually. Agents can also schedule work hours according to their local schedules.
By setting several working hours for each team, shift or location. Similarly, different SLA policies can be set for each product, department or company. Supported helpdesk, with automatically escalating emails to track violations.
Companies can choose to configure the support portal. To adapt to your brand by adding logos, adding colors, and even rewriting HTML on pages.
By setting several working hours for each team, shift or location. Similarly, different SLA policies can be set for each product, department or company. Supported helpdesk, with automatically escalating emails to track violations.
Companies can choose to configure the support portal. To adapt to your brand by adding logos, adding colors, and even rewriting HTML on pages.
What do you dislike about the product?
Disadvantages with respect to this application are few. However I can mention that one of them that I don't like about Freshdesk is that it is not so basic. It takes a little work and technical expertise.
Why does this happen? This happens when API calls are made to automatically pull and send information in and out of Freshdesk. But it's not all bad. The good news is that they have the API to allow this.
In this regard, there were some occasions where I had some problems getting the automatic allocation of tickets. For what? To go to the right place with the dispatcher. We found that the order of the rules makes a big difference.
Another of the most difficult things I can say is that it takes a little getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.
Why does this happen? This happens when API calls are made to automatically pull and send information in and out of Freshdesk. But it's not all bad. The good news is that they have the API to allow this.
In this regard, there were some occasions where I had some problems getting the automatic allocation of tickets. For what? To go to the right place with the dispatcher. We found that the order of the rules makes a big difference.
Another of the most difficult things I can say is that it takes a little getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.
What problems is the product solving and how is that benefiting you?
With email and most older systems, agents spend an excessive amount of time. They dedicate themselves to sorting, prioritizing and assigning problems/tickets to the right people.
Another productivity loss is when customers write with simple queries or multiple customers report the same problem. And agents have to write the same answer repeatedly.
Freshdesk comes with a number of automations to reduce the time, workload of agents and increase productivity. Dispatch'r runs on each new ticket and automatically sorts, prioritizes and assigns the ticket to the correct equipment.
Another productivity loss is when customers write with simple queries or multiple customers report the same problem. And agents have to write the same answer repeatedly.
Freshdesk comes with a number of automations to reduce the time, workload of agents and increase productivity. Dispatch'r runs on each new ticket and automatically sorts, prioritizes and assigns the ticket to the correct equipment.
Recommendations to others considering the product:
With all mentioned before, I have nothing more to say. It's easy, useful and organized,
what are you waiting for?
What do you like best about the product?
One of the things I like most about freshdesk is this. The integration of Freshdesk's social networks is also first class. With support for Facebook pages, a synchronized Facebook support center.
Broadcasts to monitor what the world talks about a company and a social tab that works on the mobile. Freshdesk's support desk compares well with its competitors for companies that want to deal with a young customer base.
It is worth trying this new method that is breaking with old traditions. Technology Makes Its Own Again
Broadcasts to monitor what the world talks about a company and a social tab that works on the mobile. Freshdesk's support desk compares well with its competitors for companies that want to deal with a young customer base.
It is worth trying this new method that is breaking with old traditions. Technology Makes Its Own Again
What do you dislike about the product?
Freshdesk still needs to support more social media platforms such as LinkedIn and others as they have become an important means to generate potential customers for the business.
Although Freshdesk is primarily a ticketing solution, I would love to see them incorporate other features. As a social network management solution like tracking what is said about the business and responding to all channels from Freshdesk. This will help avoid the need to buy two solutions for any customer-centric organization.
Although Freshdesk is primarily a ticketing solution, I would love to see them incorporate other features. As a social network management solution like tracking what is said about the business and responding to all channels from Freshdesk. This will help avoid the need to buy two solutions for any customer-centric organization.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped me as it is designed for easy configuration to speed up user adoption. In addition, you can configure your service level agreements (SLA) to define ticket priorities and resolution time.
Tickets can be sorted according to your SLA policy, which helps you save time and manage customer expectations. You can see the most urgent problems and the allocated response time.
SLA customization is a big help if you have multiple products. You can set operating hours for different priority levels. This lets your customers know when to expect a response.
You can also customize the support portal with your logo and brand colors.
Tickets can be sorted according to your SLA policy, which helps you save time and manage customer expectations. You can see the most urgent problems and the allocated response time.
SLA customization is a big help if you have multiple products. You can set operating hours for different priority levels. This lets your customers know when to expect a response.
You can also customize the support portal with your logo and brand colors.
Recommendations to others considering the product:
willingness to learn
Freshdesk || Great Helpdesk application
What do you like best about the product?
The best part of this application is that it's very easy to understand for the lesss technically inclined people, due to which the interaction with our colleague becomes very simple and assigning the work to the correct department or person become easier.
Lots of automation feature are also available in this application.
Lots of automation feature are also available in this application.
What do you dislike about the product?
Overall a great experience using this application but Reporting can be done more customization.
What problems is the product solving and how is that benefiting you?
This application is very easy to communicate with our co-workers and the service provided is very blissful.
Recommendations to others considering the product:
Give it a try!!
" My master control with freshdesk"
What do you like best about the product?
What I like most about the application is the master control that freshdesk gives me, since we have the database in order to sort, classify the data and call the clients that will be scheduled for meetings, or for conferences, We also have a timer to remember appointments, the classification allows us to take better control and carry our tasks in order
What do you dislike about the product?
certainly more are the benefits that I notice to the application that so far I do not see error; However, I would like to point out that since it is a small business service, it does not require as much amplitude or co-simplicity, it is great for now
What problems is the product solving and how is that benefiting you?
Among the benefits it has provided we have order, information security, classification, streamline all conversations in one place, automate repetitive work and save time and therefore collaborate with other teams to solve problems
Recommendations to others considering the product:
I recommend the product although I do not have at this time to send a screen print, but I recommend it for the features mentioned above as they are: easy to organize customer conversations, easy system support plus the benefits that I notice to the application that until now I do not see relevant errors
Recommended Application
What do you like best about the product?
The FD interface is simple and manageable, making it easy to change our old ticket format. It is easy to work together on a single ticket, especially with the ability to create Private Notes that are visible only to operators. Email templates help streamline tasks, and time-based rules ensure that tickets are not put on hold too regularly. Applications are also useful for extending some of the features or for customizing functions.
Finally, I would love to thank the support of FreshDesk. They are very attentive and usually respond within a couple of hours. I don't think we've had a single open ticket (waiting for a response) for more than a day. For example, another organization we support had difficulty making outgoing email work.
Finally, I would love to thank the support of FreshDesk. They are very attentive and usually respond within a couple of hours. I don't think we've had a single open ticket (waiting for a response) for more than a day. For example, another organization we support had difficulty making outgoing email work.
What do you dislike about the product?
There's a couple of weird details about the solution builder. I'd like it to be more of a "what you see is what you get" feature, although you can preview your drafts before publishing the page.
I wanted to attach, for example, some footnotes, using superscript numbers in the text for indexing. This was not in the formatting options available, so I used the [highly appreciated] HTML editor. The problem is that numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course in the published page).
I wanted to attach, for example, some footnotes, using superscript numbers in the text for indexing. This was not in the formatting options available, so I used the [highly appreciated] HTML editor. The problem is that numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course in the published page).
What problems is the product solving and how is that benefiting you?
In general FD has tried an application at the height of the circumstance, thanks to the application and its many functions quite useful and could help my customers more in their doubts and problems, is a very welcome application.
Recommendations to others considering the product:
recommendations? none, buy it and you'll see!
good experience with freshdesk
What do you like best about the product?
simple to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing.
FD is a excellent issue tracking software in the work.
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
Reports and dashboards are very strong tools for analysis.
Phone support is very good in connectivity
Administrative settings are flawless, providing ability to restrict permissions perfectly
Merging of contacts is very effective
FD is a excellent issue tracking software in the work.
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
Reports and dashboards are very strong tools for analysis.
Phone support is very good in connectivity
Administrative settings are flawless, providing ability to restrict permissions perfectly
Merging of contacts is very effective
What do you dislike about the product?
Slow to very slow if custom-coded
Quite expensive to access custom features and customization
Chat feature is not the best solution that exists
Regular contact fields are limited to 2 telephone numbers
Quite expensive to access custom features and customization
Chat feature is not the best solution that exists
Regular contact fields are limited to 2 telephone numbers
What problems is the product solving and how is that benefiting you?
We no longer use inboxes to track incidents, resulting in better tracking and results for customers. In addition, we can use tickets and previous broadcasts to develop knowledge, both internal, for specific customers, and internally
We've seen a lot of tracking applications, and FD works best!
We've seen a lot of tracking applications, and FD works best!
Recommendations to others considering the product:
recommendations, no truth, is an easy to use system or program.
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