Freshdesk
Freshworks Inc.External reviews
3,454 reviews
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So far so good
What do you like best about the product?
The service is good and relatively quick when compared to other service providers we use.
What do you dislike about the product?
Nothing that I can think of, I am a basic user/admin in our company and everything I ever needed and I could't do was done for me by the Freshdesk support.
What problems is the product solving and how is that benefiting you?
We use it for Email correspondence with our clients, they are in the form of tickets that we attend to. We also use the reporting features to keep track of our support activities.
chat experience
What do you like best about the product?
the ease and speed of response received when I asked for specific documents. the agent who helped me sent me a link that contained everything I needed to pass on to my software team. the agents are quite friendly and helpful and polite.
What do you dislike about the product?
there are certain issues beyond their control that can sometimes cause delays. a proactive notice to the customer would have been helpful and help alleviate the frustration of waiting. otherwise, in general the customer support is pretty good.
What problems is the product solving and how is that benefiting you?
one stop shop for the communication channels we want to offer our customers. mobility of the systems and also user friendly. when I was tasked to source and select what would be our contact center, I connected with a few vendors and out of all the meetings I have gone through, no other vendor could provide the one stop shop solution at an affordable and customizable package than Freshworks. really impressed with the responsiveness of the account team and I also like the fact that I know I have a dedicated person I can contact who is in the same timezone as I am. We are still quite a few weeks from launching our product to really test the system but I feel good that when I need support, I know I can get real time assistance.
Good Product and Support
What do you like best about the product?
Support and the product features to automate things and avoid manual work.
What do you dislike about the product?
Nothing as of now, but if I come across anything which I don't like then I will surely let the support team know about it.
What problems is the product solving and how is that benefiting you?
We have a support team, which interact with customers query and complaint over the email. We have also integrated some API for information on few things we use.
Recommendations to others considering the product:
It is very easy to integrate, let's you keep track of custom satisfaction with each email. Customer support is really helpful and polite. Reports can be downloaded very easy. Let's you automate things to avoid manual work. Features like, dispatcher, C'sat, Scenario automation, Canned responses, solution according to process.tags, integration are really good and help you in making key decision for enhanced customer experienced.
Very good
What do you like best about the product?
The platform is flexible and powerful. The user interface offers great customisation possibilities and can be integrated with many 3rd party tools / platforms
What do you dislike about the product?
Some features are still missing, or not implemented
What problems is the product solving and how is that benefiting you?
We improved the quality of our support helpdesk.
90% there!
What do you like best about the product?
Freshdesk does most things that our support team needs. Be able to insert a solution into a ticket is great!
What do you dislike about the product?
The Solutions area could use some work. We find it hard to post videos there without a lot of extra work, and the formatting of the text seems odd.
What problems is the product solving and how is that benefiting you?
Managing tickets and creating a Knowledge Base/Forum. Customers like being able to track tickets better.
Good Customization
What do you like best about the product?
The automatons and triggers makes managing our ticketing system easier.
What do you dislike about the product?
The UI is a little sluggish and sometimes can be overwhelming. The upcoming update looks cleaner.
What problems is the product solving and how is that benefiting you?
Having a location where all Knowledge Base is located has been the biggest benefit from Freshdesk. We are able to merge all of our ticketing platforms into one location while also keeping them separate depending on the teams.
Amazing Features ready to use with no additional training
What do you like best about the product?
Automation of scenarios with just a click of a button
What do you dislike about the product?
Many userul features require upgrade, Extra features should be allowed in existing plans
What problems is the product solving and how is that benefiting you?
Technical support with efficient check and balance. Monitoring productivity of agents is very easy
very slick, comprehensive software
What do you like best about the product?
interconnectivity - contacts, organisations, tickets, tags etc.
What do you dislike about the product?
missing some key features in my opinion - better reporting about KB, e.g. table of all content including published dates, and 'hits'.
Missing feedback about widget efficacy.
Missing feedback about widget efficacy.
What problems is the product solving and how is that benefiting you?
we run our Saas platform using Fresh. (well the support / customer contact part)
Its user friendly
What do you like best about the product?
Customization of the fields. Drop down options
What do you dislike about the product?
if we make any customization on the tool each we have to logout and login to see the changes.
What problems is the product solving and how is that benefiting you?
customer Service Desk
Freshdesk Review
What do you like best about the product?
The app integrations are excellent and make handling support call across administrative and technical issues easy, and by extension the lives of our Technical and Customer Success teams.
What do you dislike about the product?
There's not much we have found we dislike. The only things I would mention as hopeful features for the future are greater customization with the ticket views and the ability to respond with ticket templates.
What problems is the product solving and how is that benefiting you?
We operate a SAAS company and handle all of our support calls through Freshdesk. This tool gives us a great amount of time savings.
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