Freshdesk
Freshworks Inc.External reviews
3,513 reviews
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External reviews are not included in the AWS star rating for the product.
Intuitive UI and Easy Customization
What do you like best about the product?
I like the user interface and ease of customization. How easy to setup and get started and supporting users.
What do you dislike about the product?
The lack of user guide to help with how to customize to our needs. We had to use ChatGPT to help us with some of the things we currently are doing. Having to have agents to have seats in the system which has to be purchased. It would be much better to pay a fee and have a number of seats to both us as tech and our school stcs to be able to access the system to communicate about issues.
What problems is the product solving and how is that benefiting you?
It allows us to have all our tickets in one system. It also allows to end user to solve issues for themselves and email problems in or click link from our company website to put in tickets.
Simple Interface, Powerful Features, and Easy to Learn
What do you like best about the product?
Simple interface but powerful features. Very easy to use, learning curve is short
What do you dislike about the product?
Reporting exports are not useful and confusing
What problems is the product solving and how is that benefiting you?
Centralized management of support tickets. Benefits and rewards us in time saved.
Outstanding Real-Time Analytics and Canned Responses for Faster, Consistent Support
What do you like best about the product?
The customizable dashboard and real-time analytics are outstanding - I can track ticket volumes, response times, and SLA compliance across multiple brands at a glance.
Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%.
The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues.
The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement.
Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%.
The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues.
The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement.
What do you dislike about the product?
The initial setup complexity can be challenging, particularly the email forwarding configuration and DNS record setup for domain authentication. The DKIM CNAME record configuration requires technical expertise and coordination with IT teams.
While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.
Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds.
While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.
Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds.
What problems is the product solving and how is that benefiting you?
Freshdesk centralizes our multi-brand guest services operation, allowing us to efficiently manage support for 15+ brands from a single platform while maintaining clear separation and brand-specific workflows through Groups.
Key problems solved:
1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount.
2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks.
3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket.
4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%.
5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics.
Key problems solved:
1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount.
2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks.
3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket.
4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%.
5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics.
Freshdesk Makes Patient Support Organized, Professional, and Easy to Manage
What do you like best about the product?
I work as a Dietician and Nutritionist, manage a homeopathy clinic, and also create health education and teaching content. My work involves handling patient queries, follow-up questions, and general support communication. Freshdesk helps manage this type of communication in a more organized and structured way.
What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.
Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.
Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.
I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.
The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.
Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage.
What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.
Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.
Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.
I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.
The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.
Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage.
What do you dislike about the product?
There are no strong issues that stand out for me in Freshdesk. At first, it takes a little time to get used to how different sections are arranged, especially if someone is new to support tools. After some use, things start to make sense.
For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.
lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication.
For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.
lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication.
What problems is the product solving and how is that benefiting you?
Handling patient queries and follow-up messages from different places can become confusing and time-consuming. Freshdesk helps by bringing all support communication into one system, so messages do not get missed or lost.
It makes it easier to track who asked what and whether a response has already been given. This is useful when managing follow-ups, appointment-related questions, or general clinic queries.
Freshdesk also helps keep communication more organized. Queries can be handled in a proper order instead of replying randomly, which improves clarity and avoids repeated questions.
Another benefit is that past conversations are easy to check. This helps understand context before replying and makes responses more accurate and professional.
Overall, Freshdesk saves time, reduces confusion, and supports smoother communication. It helps manage support work in a more structured way, which is useful for clinic coordination and patient communication.
It makes it easier to track who asked what and whether a response has already been given. This is useful when managing follow-ups, appointment-related questions, or general clinic queries.
Freshdesk also helps keep communication more organized. Queries can be handled in a proper order instead of replying randomly, which improves clarity and avoids repeated questions.
Another benefit is that past conversations are easy to check. This helps understand context before replying and makes responses more accurate and professional.
Overall, Freshdesk saves time, reduces confusion, and supports smoother communication. It helps manage support work in a more structured way, which is useful for clinic coordination and patient communication.
Efficient customer service
What do you like best about the product?
ease of use and quick learning for new users
What do you dislike about the product?
the closure of the modification of your reports
What problems is the product solving and how is that benefiting you?
customer service
Accessibility, agility, and total control of customer requests in a single dashboard.
What do you like best about the product?
Ease, availability, cost, and tools
What do you dislike about the product?
Reports in agile culture mode. Easier integrations with other tools, without the need for a developer.
What problems is the product solving and how is that benefiting you?
Customer service whenever I have new requests I can handle them quickly and return to the customer with pre-defined steps.
Freshdesk in Everyday Life: Intuitive Ticket Processing, Easy Exchange Integration & Strong Branding
What do you like best about the product?
One has the possibility to edit tickets very simply, and when necessary, the numerous other functions come into play. The integration with Exchange is super easy and just as simple to administer.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
What do you dislike about the product?
The contact management is generally good. However, if you want to use Freshdesk for internal purposes, where often a name and an email address are sufficient, Freshdesk unfortunately does not suffice. Instead, you have to provide additional information, even though it is not really necessary in such cases.
What problems is the product solving and how is that benefiting you?
We needed Freshdesk so that our customers have an easy way to reach us, and Freshdesk has definitely achieved that. Additionally, we also use it internally as a ticketing system. This allows us to clearly capture and address emerging issues and topics.
Intuitive, Stable, and Easy to Set Up
What do you like best about the product?
I like that Freshdesk is intuitive, which makes it easy to use. I also appreciate its stability in daily performance. Additionally, I found that the initial setup was very easy.
What do you dislike about the product?
reports with a slight delay in data loading
What problems is the product solving and how is that benefiting you?
I use Freshdesk for the centralization of requests, prioritization, tracking, and traceability.
Freshdesk Streamlines Support with a Powerful Shared Inbox
What do you like best about the product?
Freshdesk has streamlined our business operations and the management of customer inquiries and requests. A shared inbox that integrates with email and Facebook, along with all the additional ticketing features, has made the work of our customer support team much easier.
What do you dislike about the product?
Perhaps the lack of Instagram integration.
What problems is the product solving and how is that benefiting you?
Freshdesk has significantly streamlined our business by centralizing email and Facebook inquiries into a single shared inbox. The robust ticketing features have eliminated manual chaos, allowing our support team to respond faster and more efficiently. The only minor drawback is the current lack of Instagram integration, but overall, it has greatly improved our operational clarity.
Clean, Easy-to-Use Interface with Effortless View Setup
What do you like best about the product?
Clean look, easy to use. Easy to setup views
What do you dislike about the product?
I've not found any downsides to freshdesk
What problems is the product solving and how is that benefiting you?
solving a requirement for ticketing system
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