Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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Good, Could Be Better
What do you like best about the product?
Very user-friendly. Outstanding number of integrations. Reports and gamification features offer a lot of value.
What do you dislike about the product?
Ticketing functionality could be better. Lacks change management controls.
What problems is the product solving and how is that benefiting you?
Freshdesk is easy to recommend as it's priced well, carries a lot of different features, and sports a great new look. It's a clear Editors' Choice pick.
Brilliant product, unnecessary update
What do you like best about the product?
The current iteration of the product and it's tagging and assignment systemd
What do you dislike about the product?
The new "mint" version, removing features
What problems is the product solving and how is that benefiting you?
Support tickets. Provides easy management, categorization etc.
Recommendations to others considering the product:
Check out the new mint version rather than the current as it's looking to be a forced update with a very different experience.
Very Easy To Navigate
What do you like best about the product?
I enjoy how everything is fairly simple to organize, and it gives you a good report of the ticket statuses.
What do you dislike about the product?
Specifically, I wish there was a chat in the same program. Keep everything in one site instead of having to use multiple programs for customer support.
What problems is the product solving and how is that benefiting you?
If reoccurring questions pop up, our company has it set up to where you can send canned solutions, and it is much faster to solve simple situations.
Recommendations to others considering the product:
If you can figure out how to use both the live chat feature and the email aspect, you can keep all customer service inquiries in one spot and keep it easy for your agents.
An average popular help desk software
What do you like best about the product?
Freshdesk is a very popular help desk software. It's reliable and adecuated for many companies.
What do you dislike about the product?
The pricing is note very competitive for SME companies
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to accelerate and monitor our workflows in IT.
Pretty simple solution but limited in some ways
What do you like best about the product?
The software was very easy to use and train employees to use. The layout was very simple to navigate but simple is a plus and a minus at the same time.
What do you dislike about the product?
The layout was a little too simple and without some needed features.
What problems is the product solving and how is that benefiting you?
We used Freshdesk as a ticketing software for our Technical Support department.
Recommendations to others considering the product:
This is a good and easy software to use however make sure to take the time during launch to turn on/off all features you need and don't need. After the fact will be much more difficult and much more time consuming.
Notable
What do you like best about the product?
Good remote tool for end users, no crashes and good quality
What do you dislike about the product?
The first session takes a long time and sometimes it crashes.
What problems is the product solving and how is that benefiting you?
Problems with programs or resolutions of minor queries. Provides good stability.
Recommendations to others considering the product:
Try it
Eas
What do you like best about the product?
Usability
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
What do you dislike about the product?
*Freshdesk still needs to support more social media platforms like LinkedIn and others .
*Freshdesk's in-app capability seems a bit limited.
*Freshdesk's in-app capability seems a bit limited.
What problems is the product solving and how is that benefiting you?
*Email to Ticket Conversion
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
Freshdesk review- reference question
What do you like best about the product?
It’s easy to create tickets for reference qs.
What do you dislike about the product?
There is a Learning curve to the software
What problems is the product solving and how is that benefiting you?
Tracking questions from patrons snd entering the right stats for monthly reports.
Great customer service team tool
What do you like best about the product?
Agent management, case collision management.
What do you dislike about the product?
Limited customization options for specific processes particular to a company.
What problems is the product solving and how is that benefiting you?
Customer service resolution efficiency.
General over view of my experience with freshdesk
What do you like best about the product?
Freshdesk is great for a well organized over view of our customers emails. Previously we handled inquires through outlook, and then gmail. Freshdesk has been a great transition, as it is very easy to locate customers emails, organize through them, prioritize, assign to another agent ect.
What do you dislike about the product?
Unfortunately with the new update, the call feature on freshdesk has given me a multitude of different issues, and has been a sore point. Although the layout of the new freshdesk is nice.. I think the old layout had a nicer look to it, and did not have nearly as many issues with the phone support as I do now.
What problems is the product solving and how is that benefiting you?
We handle customer requests, questions, order inquiries, shipping issues ect. One benefit with freshdesk is that it is easy to communicate with team members on tickets, as well escalate a ticket if we do not have an immediate solution
Recommendations to others considering the product:
Patience. Freshdesk is going through quite a few updates at this time, and it has been a bit of a bumpy road, Over all however I believe freshdesk is great, and has helped my company tremendously.
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