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Incredibly intuitive and user-friendly
What do you like best about the product?
One of the standout features of Freshdesk is its robust ticketing system. The software allows us to manage and prioritize customer queries effectively, ensuring that nothing falls through the cracks. The automation capabilities have been a huge time-saver, as Freshdesk intelligently assigns tickets to the appropriate team members, based on predefined rules and criteria. This has significantly streamlined our workflow and improved our response times.
What do you dislike about the product?
There are no email sequences yet which would streamline the process a lot more.
What problems is the product solving and how is that benefiting you?
The reporting and analytics features in Frshdesk have proven to be invaluable. The software provides detailed insights into our customer support performance, including ticket resolution times, customer satisfaction ratings, and agent productivity metrics. This data-driven approach has allowed us to identify areas for improvement and optimize our support processes effectively.
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A useful tool for your company's customer centricity efforts!
What do you like best about the product?
It is conveniently collecting customer inquiries from different channels to one. Easy visibility on the inquiries of what matters to my organization and me.
What do you dislike about the product?
The tabs may be confusing since there are a lot of tabs to choose from. Can be better if it can be better streamlined
What problems is the product solving and how is that benefiting you?
I only need to go to one place to check inquiries from different platforms, provides more time for me to do more.
Freshdesk Review
What do you like best about the product?
dashboard and analytics, canned responses
What do you dislike about the product?
raw data, challenges on some field like "date" we need to format to compute the days ageing.
What problems is the product solving and how is that benefiting you?
Visibility on the history and updates of customers complaint
There are some report issues which occur and the FD POCs do not reply on time
What do you like best about the product?
The ticket properties and the logic/automation.
What do you dislike about the product?
Reports part. There are no curated reports in which we can pull out the data slot-wise. It is always downloaded in a consolidated working hours format.
What problems is the product solving and how is that benefiting you?
Customer queries, Social Media Coverage is better, User replies and services are better in freshdesk comparatively with other softwares.
Best Ticketing tool for Support Folks
What do you like best about the product?
Had been using Freshdesk since more than a year and I love how easy to use it is and enables the agents to track their tickets and get analytics for the same at any point of time!
What do you dislike about the product?
There is nothing in particular but I wish we could get more flexibility for creating custom dashboard with desired parameters
What problems is the product solving and how is that benefiting you?
Being a IT Support agent, it helps me complete my day-today tasks, collaborating with the clients and tracking the ETA ensure the SLA is never breached.
Freshdesk review
What do you like best about the product?
Freshdesk is very convinient to use in helping customers concern and inquiry.
What do you dislike about the product?
There is no negative feedback for Freshdesk
What problems is the product solving and how is that benefiting you?
Freshdesk is helping me to give accurate resolution to customers concern
Freshdesk simplifies ticket management
What do you like best about the product?
Freshdesk is intuitive and efficient. Freshdesk provides many features that help our CSRs organize tickets and feedback, and our customer experience has improved since implementing Freshdesk into the workflow for our customer service team.
What do you dislike about the product?
Some of the UX feels dated, and the (to be deprecated) Twitter add-on lacked visibility. More customization for the help center would improve clients' brand image.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped to maintain organization on high volumes of inquiries handled by multiple agents. All of the tickets, info, and agent data in Freshdesk is reliably synced so we don't have to worry about missing inquiries.
No way!
What do you like best about the product?
Easy to setup and implement in your company
What do you dislike about the product?
Price high and there isnt a good assistance...you ping from one operator to another one with any resolve your situations.
What problems is the product solving and how is that benefiting you?
I use freshdesk from 4 years and every time I have some problem assistance it's always absent!
No reply, no way to fix it, and every year price increase!
No reply, no way to fix it, and every year price increase!
Freshdesk review
What do you like best about the product?
Freshdesk is convenient to use and user friendly
What do you dislike about the product?
There is no negative feedback about freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to resolve customer concern, and it benefits me by giving accurate resolution
Reliable platform, excellent customer service.
What do you like best about the product?
The platform is user-friendly, super reliable, intuitive and easy to manage with non-technical resources. Anytime we've encountered any issues (always minor), the Freshdesk team has always been quick to assist. I work with many vendors, and they are hands down the most responsive and always so pleasant.
What do you dislike about the product?
The reporting features could have more customization features. For example, when viewing agent reports, the report tells you how many tickets an agent has responded to but doesn't have a group total. We aren't able to export email threads. We aren't able to link more than one chat account to Freshdesk.
What problems is the product solving and how is that benefiting you?
We're able to manage multiple accounts under one platform and have the ability to silo our many unique accounts when necessary. This is a particular need for our business that other players in the industry have been unable to solve, such as Kustomer.
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