Freshdesk
Freshworks Inc.External reviews
3,435 reviews
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A Great Customer Service Tool
What do you like best about the product?
It got most of the features that you might expect from a customer service system.
What do you dislike about the product?
Ticket assignment could be a bit more clear with visual/sound cues.
What problems is the product solving and how is that benefiting you?
An easy gateway to interact with customers. It should be effortless to talk to customers
Great as a support/helpdesk tool.
What do you like best about the product?
Being able to integrate all the different channels used by clients to reach out. As well as the different Dashboards and SLA tracking functions.
What do you dislike about the product?
It is not a comprehensive CRM tool and we could not have all client information in one location.
What problems is the product solving and how is that benefiting you?
Freshdesk is great at tracking client communication and SLA monitoring system.
Freshdesk Review
What do you like best about the product?
Fields and category, with sub division of ticket details.
What do you dislike about the product?
Report which does not gives the real time data.
What problems is the product solving and how is that benefiting you?
Giving us the option to connect with customers via email
Overall good CRM platform. but thats about that :)
What do you like best about the product?
The UI is very nice to use and easy on the eyes.
the tagging ability of the system is very good, and works well.
the tagging ability of the system is very good, and works well.
What do you dislike about the product?
The escalation capabilities are very limited to nonexistent
What problems is the product solving and how is that benefiting you?
It worked well while we have people 24/7 on the platform, but it doesnt really work for on-call purposes.
Recommendations to others considering the product:
pretty good for CRM, but not for oncall.
Outstanding product with unique capabilities
What do you like best about the product?
In our Org, we generally use it as a ticketer tool to get tickets from clients and post responses against it and the best things I found are you can track who is peaking to your conversation in the whole organisation in a live manner and also who is putting a note of reverting against the conversation. Also, you will get an email once you or someone updated the content which will keep you updated about all the matter.
What do you dislike about the product?
I would not say I disliked anything as what I disliked was the security and robustness.
So suppose if you have a code (Java, SQL) or any other programming language you would not be able to add to the note or in the reply as a fresh desk always scans and will not allow you to sent the communications if you have attached a code in the email.
So suppose if you have a code (Java, SQL) or any other programming language you would not be able to add to the note or in the reply as a fresh desk always scans and will not allow you to sent the communications if you have attached a code in the email.
What problems is the product solving and how is that benefiting you?
As I mentioned above we are using Freshdesk as an incident management tool we have circulated various IDs to our clients which they can use and raise incidents and based upon we take action.
The tools are really easy to use and the emailing functional dashboard and all other functions make it the best-suited product for our organisation this is my own experience and view based on the usage of the product.
The tools are really easy to use and the emailing functional dashboard and all other functions make it the best-suited product for our organisation this is my own experience and view based on the usage of the product.
Regular experience
What do you like best about the product?
It was an intuitive tool, with access regulation and easy to learn
What do you dislike about the product?
There was no possibility of automating responses. As intuitive as it was, the layout was not attractive.
What problems is the product solving and how is that benefiting you?
Customer service issues. We were able to meet our demand.
Recommendations to others considering the product:
Good tool, but in need of improvement, especially in service automation.
Easy to Use
What do you like best about the product?
SLA feature and the email to a ticket is the best feature of the Freshdesk. And easy to do while creating and closing the ticket. And easy to configure the agent and their settings.
What do you dislike about the product?
The report part is not in-depth as compared to another helpdesk. No option to send SMS after you create a ticket for the problem or incident. The only option is Email.
What problems is the product solving and how is that benefiting you?
Helping to create tickets for the problems and their solutions which help in better support and solutions. It also helps to generate the report about ticket we have open for the problems.
It's been a great tool to use when corresponding to our customers
What do you like best about the product?
I like how you can keep a record of email cases, sort by urgency, tag team members within the notes of an email case, and the ability to use the app as well as the desktop version.
What do you dislike about the product?
I don't like how you can't create a new contact to share with the other program affiliated with Freshworks. Allow the ability to create new contacts in freshdesk to pair over to freshworks
What problems is the product solving and how is that benefiting you?
It's easy to communicate back and forth with the customers and their user experience is easy as well
A relatively smooth experience that does the job
What do you like best about the product?
The possibility to configure your own views
What do you dislike about the product?
There are no built-in statistic checks that help view details of the workflow in the last x time
What problems is the product solving and how is that benefiting you?
It helps to manage workflow between the customer side of the business to the development and r&d side of it with the Jira integration.
Recommendations to others considering the product:
Give it a try and see if it has the solutions that your business might need
Amazing but their Account Management team needs a lot of improvement.
What do you like best about the product?
It's a great CRM with a lot of tools and features which are helpful both for the customer and the employees.
What do you dislike about the product?
Though I have been using Freshdesk for quite some time now, recently have been facing a lot of issues with their Account management team. Delay in responses, showing lack of ownership and responsibilities.
What problems is the product solving and how is that benefiting you?
We are able to check and improve response time, resolution time, CSAT, make automated reports. We have become more productive and efficient as a team. Our business performance has improved.
Recommendations to others considering the product:
It's a good and easy CRM platform to use and can be considered for usage.
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