Efficient Analytics and Seamless Setup
What do you like best about the product?
I use Freshdesk to deal with incoming customer enquiries and complaints. I find the analytics very useful, as it allows me to monitor incoming traffic and agents' workloads. The fast response to customers is another highlight for me. Additionally, I appreciated that the initial setup was very easy.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Freshdesk to handle customer enquiries and complaints. It logs and keeps a record of customer correspondence. The analytics are useful for monitoring incoming traffic and agent workloads, and it enables fast responses to customers.
Easy-to-Use Filtering and Drill-Down That Just Works
What do you like best about the product?
The ease of use. Filtering by customer & drilling down by specific names is very user friendly.
What do you dislike about the product?
Time sheet summary used to auto sum hours for me, but that feature was taken away.
What problems is the product solving and how is that benefiting you?
It helps us coordinate & organize multiple issues tickets in a fashion that can be followed up on timely.
Freshdesk Makes Ticketing Simple, Fast, and Effortless
What do you like best about the product?
The simple way Freshdesk handles tickets and tracks customer conversations makes it very comfortable to use. Features like smart assignment, a clean dashboard, and easy integrations genuinely cut down on manual effort and help the team respond more quickly.
What do you dislike about the product?
Few options takes a extra clicks to find, especially in settings. Nothing major minor UI Improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage customer queries from email, chat and social media in one place instead of juggling multiple tools. This keeps responses organised, reduces delays and helps the team resolve issue faster without missing anything.
Freshdesk Keeps Tickets Organised
What do you like best about the product?
Freshdesk lets us keep track of tickets that would otherwise get lost in someone's inbox and reply to multiple people all at once. We make extensive use of the Knowledge base and really couldn't manage without it.
What do you dislike about the product?
nothing. ..............................
What problems is the product solving and how is that benefiting you?
Keeping track of issues and questions and allowing us to direct them easily to the agent with the correct expertise.
Automation has transformed multichannel ticketing and AI now boosts reporting and customer demos
What is our primary use case?
I am a product consultant who runs a company. I pitch Freshworks products for multiple customers, and many of my customers work with Freshdesk and other Freshworks tools. I use Freshworks products for demonstration purposes to show demos to my customers.
My customers in the segment I am delivering to benefit primarily from automation features. The AI, Freddy Insights, and related tools are helping them with reporting, getting ticket details, and dashboarding. In operations, AI is not much needed due to either business or technology constraints. However, it would definitely be very helpful in the healthcare and pharmaceutical segments.
What is most valuable?
The ticket generation from multiple sources is a feature I find most valuable in Freshdesk Omni. Apart from that, the chatbot feature is also essential. Most of my customers want to implement chatbot features on their applications or websites so their end users can raise tickets through chat resources directly from the website instead of writing emails to the support desk, which then get converted into tickets. This improves their end users' user experience significantly. Additionally, they are looking to implement phone and calling features.
The automation feature, which I developed with my fellow team, has helped improve productivity. Automations have been implemented across most of our channels to add additional product IDs and application information to tickets. We create custom fields that are filled automatically through automations, and we have also implemented API details. This automation eliminates significant manual effort and hassle.
What needs improvement?
Freshdesk Omni can be improved in multiple ways. The APIs sometimes have rate limit issues, and I have had to raise requests to increase the API limit for several of my customers. For some subscriptions like basic or free, customers see API rates that are too low. It would be better if you increased the API rate limit so that customers do not need to raise support requests to resolve this issue.
Secondly, there are marketing and branding aspects that need improvement. While logos work fine in chatbots, customers are unable to use certain features, such as uploading documents from websites.
For how long have I used the solution?
I have been using this solution for four to five years.
How are customer service and support?
My approach to customer service depends on the customer experience feedback I receive. I use a prepared checklist to mark customer feedback as success criteria. Based on the input given by customers, I measure both the successful and unsuccessful aspects of the service.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I would evaluate the impact of Freshdesk Omni on my issue escalation processes as much better than my previous solutions. It really helps resolve most of the ongoing process problems. I have migrated from Jira to Freshdesk and from ServiceNow to Freshdesk.
Streamlined Team Collaboration, Easy Setup
What do you like best about the product?
I find Freshdesk incredibly useful as it improves visibility and communication between our corporate office and franchisees. The ability for everyone in the department or organization to see tickets coming in has significantly increased our speed to resolution, cutting it by 75%. I like that the interface is easy to use, and adding or editing associates and their permissions is straightforward. The curated reports and dashboards provide the insights I need regularly. Setting up Freshdesk was extremely easy, and I've implemented it in multiple organizations successfully.
What do you dislike about the product?
There were a few reports we used to use a lot that were twilighted when the new insights were implemented beyond the beta stage. It was a performance report that had all KPIs in one view that I could export and share among the teams.
What problems is the product solving and how is that benefiting you?
Freshdesk solves visibility and communication issues, allowing our department to see incoming tickets and share responsibilities if the SME isn't available. It cuts resolution time by 75%. The user-friendly interface, easy management of associates, and insightful reports enhance our operational performance.
Intuitive UI, Needs Better DevOps Integration
What do you like best about the product?
I find the Freshdesk interface very intuitive and easy to use. The initial setup was very simple. We've expanded quite a bit since we first implemented it years ago.
What do you dislike about the product?
I would like to see a strong integration with DevOps to easily manage the workflow for enhancement requests and bug fixes.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to easily manage all client submissions in one place and stay on top of what's important to our client base.
Freshdesk Makes Multichannel Ticket Management Easy and Organized
What do you like best about the product?
What I like most about Freshdesk is how easy it makes it to manage tickets across email, chat, and social media without having to switch between different tools. Everything stays organized, which helps me keep track of conversations and follow up more smoothly.
What do you dislike about the product?
The mobile app works fine for basic tasks but handling complex tickets on it isnt always smooth.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage patient queries from email, chat, and website forms all in one place, so no request gets missed. This has significantly improved our response time and increased our sales.
Streamlines Email Management with Ease
What do you like best about the product?
I like how Freshdesk helps us manage many email inboxes by allowing us to check everything in one tool. It saves time and ensures we respond to our clients, guests, and customers right away. I think the feature where you can always see the thread of all emails per customer or ticket is great. It's easy to navigate, and when we need to make a note to other team members or agents, it's easier than messaging them directly through inbox or chat. They can see the changes or any questions we have immediately, making it very organized and easy to handle at the help desk. It also helps in responding timely to our clients. If there are follow-ups, we can easily check the last contact and decide on the right response. Also, when a ticket needs to be transferred, others can see who transferred it and make notes if needed before responding to a client.
What do you dislike about the product?
I think Freshdesk is already good. I think the one thing that could only be improved is for us as users to really understand all the new navigation and purpose. It makes it easier if we know all the options, how to do it, where to do it, then we can be able to maximize Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk streamlines managing multiple email inboxes, saving us time and improving response efficiency. Viewing email threads per customer is easy, and notes aid team collaboration, ensuring we address client needs promptly and clearly.
Efficient Multi-Channel Support, Needs Better Mobile App
What do you like best about the product?
I like Freshdesk as it provides a single platform where I can access all chats and interactions with our customers. It helps us give resolutions to our customers when they face issues booking an appointment on our application for designing services. I appreciate the user interface and easy accessibility of Freshdesk; it is quite simple and easy to train new employees to work on this tool. Freshdesk offers multi-channel support, managing all social media messages and emails on its dashboard, allowing us to reply to all tickets at once. The initial setup was simple, easy, and quick.
What do you dislike about the product?
One of the main drawbacks of Freshdesk is their customer support, as they take a lot of time to reply. Also, their mobile version is quite useless in comparison to their desktop version.
What problems is the product solving and how is that benefiting you?
I like Freshdesk for providing a single platform for all customer interactions, helping resolve booking issues, and offering multi-channel support that handles social media and emails efficiently.
