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Feature-rich customer support platform
What do you like best about the product?
Freshdesk has transformed our customer support operations.
It offers efficient ticket management, multi-channel support, and robust reporting.
Customization options are fantastic, and it integrates seamlessly with other software.
The knowledge base is a valuable resource.
If you want to streamline your customer support, consider this tool.
It offers efficient ticket management, multi-channel support, and robust reporting.
Customization options are fantastic, and it integrates seamlessly with other software.
The knowledge base is a valuable resource.
If you want to streamline your customer support, consider this tool.
What do you dislike about the product?
Like most software, Freshdesk may have occasional minor bugs or glitches that can be frustrating, but their support team is responsive in addressing these issues.
What problems is the product solving and how is that benefiting you?
Freshdesk seamlessly integrates with other software we use, making it a central hub for customer support. This connectivity saves time and simplifies our workflow.
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Great Helpdesk and Ticketing System for your Business
What do you like best about the product?
Freshdesk processed 741 helpdesk tickets for us last year, as well as an untold amount of individuals looking at at solutions on the helpdesk to answer their questions 24/7/365. It has dropped the support phone calls we get tremendously.
What do you dislike about the product?
We have not found a reason not to implement Freshdesk.
What problems is the product solving and how is that benefiting you?
Providing after hours technical support via the articles on the helpdesk.
Easy to use
What do you like best about the product?
It's easy to use and provides a quick response time.
What do you dislike about the product?
I do not like that we can't unmerge tickets when we've accidentally merged them into the wrong ticket.
What problems is the product solving and how is that benefiting you?
It's helping us have a faster response time to our customers.
Filtering settings are a bit limited. We must be able to make faster solutions.
What do you like best about the product?
Being able to solve tickets collectively is practical and this is the best feature.
What do you dislike about the product?
During the solutions, we should be able to make collective solutions more easily. Being able to work quickly is important to us
What problems is the product solving and how is that benefiting you?
It provides convenience for ticket tracking.
A Great Ticketing Solution
What do you like best about the product?
Easy to use. Very intuitive controls and features. Almost zero learning curve. It just works!
What do you dislike about the product?
Nothing really. It's very responsive and reliable and if something is experiencing a problem or you have a question, support is always there and responds quickly.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy for us to communicate with our customers right within the ticket so all communication and information is centralized for each issue in each ticket
Great ease to make work efficient
What do you like best about the product?
Simplicity of ticketing system.
Automations
Automations
What do you dislike about the product?
Sometime we have to rely on 3rd paty apps t make some automations work. Example selected mandate option on ticket to close them.
What problems is the product solving and how is that benefiting you?
Helps in having a single mode of communication for the entire team and allows to make automations taht help increase efficieny of the organization. With simple changes or template creations, I was able to acheive a reduction f 37% handle time for my teams.
Excellent product for managing and prioritizing high ticket volume intake
What do you like best about the product?
Freshdesk is easy to use yet highly customizable based on the end-user experience you desire. With scenarios and automation rules we are able to tailor a streamlined customer service experience.
What do you dislike about the product?
Nothing important enough to nit pick about it! Notifications could maybe be more visible, but its easy enough as it is!
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our Help Desk ticketing system and knowledge base. It helps us prioritize tasks and projects effectively by routing them to the appropriate teams.
Best task management tool
What do you like best about the product?
Its very user friendly and has good features. We can automate tasks and add canned responses
What do you dislike about the product?
Sometimes there are bugs that cause issues in the application
What problems is the product solving and how is that benefiting you?
There are no issues as of now
Bait and Switch as we went to Renew our Freshworks software for three products
What do you like best about the product?
nothing, they have i ncreased pricing, downgraded features.
What do you dislike about the product?
Their business and billing practices. They promised an upgraded experience and 1 year later it never happened so we cancelled fresh chat, and then were promised the use of Freddy AI inssights under the Enterprose plan using Freshdeck. We renewed, they added 2 more users to our plan we caught and inquired. They responded with "Hi kevin,
I went through your invoice history and I could see that you had requested to downgrade from 5-3 agents in 2021 but it was not reflected as the system was not configured for 3 agents back then and you were charged for 5 agents.. Since you did not place a request for refund back then, we thought you wanted 5 agents. " So we asked to go down to 3 and they would not allow us. We then "upgraded" and there are les features in our account and Freddy AI insights is now and add on that we have to pay fore but our customer success person writes "I checked with the product team and they mentioned that recently there has been changes which I wasn't aware of. The AI features are an Add on for our enterprise customers." How does this company get a Gartner rating???
I went through your invoice history and I could see that you had requested to downgrade from 5-3 agents in 2021 but it was not reflected as the system was not configured for 3 agents back then and you were charged for 5 agents.. Since you did not place a request for refund back then, we thought you wanted 5 agents. " So we asked to go down to 3 and they would not allow us. We then "upgraded" and there are les features in our account and Freddy AI insights is now and add on that we have to pay fore but our customer success person writes "I checked with the product team and they mentioned that recently there has been changes which I wasn't aware of. The AI features are an Add on for our enterprise customers." How does this company get a Gartner rating???
What problems is the product solving and how is that benefiting you?
nothing, we found alternatives to the features we used them for in other more sophisticated and less expensive apps that were not on the market 3-4 years ago.
Honest review for freshdesk crm
What do you like best about the product?
- detailed interface
- ease of use
- Ease od using VoIP
- actionable dashboard information
- ease of use
- Ease od using VoIP
- actionable dashboard information
What do you dislike about the product?
- too much information causes it to et complex
- user support
- user support
What problems is the product solving and how is that benefiting you?
- telemedicine
- patient management
- communication gaps mitigation
- patient management
- communication gaps mitigation
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