Amazing Ticket Support Platform
What do you like best about the product?
I love the automated ticket routing. These features eliminate manual work and prevent duplicate replies, saving our team some extra work of coordination every week. The performance and the onboarding are also great.
What do you dislike about the product?
Nothing. I feel it’s an excellent product for what it offers.
What problems is the product solving and how is that benefiting you?
Freshdesk fixes our inbox. It's great to have everything in one clean place instead of losing track of emails. The UI is super easy to get used to. It’s been very good for our daily speed and organization.
Helpful for Resolving Customer Tickets
What do you like best about the product?
Its helpful in resolving customer tickets
What do you dislike about the product?
The performance is slow when many customer tickets arrive
What problems is the product solving and how is that benefiting you?
Its neat and clean, easily understandable
All-in-One Ticketing That Keeps Our Teams Coordinated
What do you like best about the product?
Almost all in one place. I can organize tickets and coordinate efforts with other teams without getting out of freshdesk.
What do you dislike about the product?
Maybe they could have more grouping options like folders to group similar issues.
What problems is the product solving and how is that benefiting you?
Messy customer support. Freshdesk is way better than gmail and on top of that it has sautomation capabilities, canned responses and quick solutions.
Clear Design, Great Support, and Strong Value
What do you like best about the product?
Clear design, easy navigation, good/sufficient feature set, continued development, great support, various integration options, stable performance, good price for value but we are also on an older plan
What do you dislike about the product?
I'd love to see more options around the proactive outreach which we'd like to use more but it's limited in tracking the emails sent and would also be nice to be able to have a "template" for a group of contacts for outreach
What problems is the product solving and how is that benefiting you?
It’s our centralized hub for customer inquiries, mainly on the support side.
Clear UX and Reliable Performance for Staff and Clients
What do you like best about the product?
It works very well for our comapny. We use it for both internal staff and external clients. The UX is very clear and in the past 3 years we have had no issues.
What do you dislike about the product?
I have no downside to comment on for what we use it for.
What problems is the product solving and how is that benefiting you?
It is a very reliable ticketing system and it solves this issue for us.
Quick to Adopt, Unified Dashboard and Automation That Boost Team Collaboration
What do you like best about the product?
My favorite feature about Freshdesk is that our entire team was up and running without any actual training in a very brief period. We adore the fact that all our support channels are in one shared dashboard and that keeps everyone on the same page. The automation has helped us save a ton of time on repetitive tasks and the reporting has helped us track our performance as a team. It has sincerely allowed our collaboration to be much easier.
What do you dislike about the product?
The customization options are a bit limited in some cases when compared to other tools we have used, and the reporting is decent in some cases, though not as detailed as we need to undertake more detailed analysis. Delays on loading occasionally have been a slight inconvenience when dealing in high volumes of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk has assisted our team to centralize all the customer support requests in a single location which previously was scattered across various inboxes and channels. The automation has relieved us of much of the manual labor we used to go through, and has allowed us to actually solve problems, as opposed to managing them. All that it has done is to make our support process much more systematized and our customers much happier.
Easy Ticket Access and Intake Tracking Made Simple
What do you like best about the product?
It is easy to access and manage tickets or keep a track of all the intake requests
What do you dislike about the product?
the UI is not very user-friendly. If you are not an active user you might get lost
What problems is the product solving and how is that benefiting you?
We have lots of request coming in from clinics for our ecomm or marketing, and freshdesk help us manage and track them all in one place
AI ticket handling has improved customer support and has reduced time spent by managers
What is our primary use case?
My main use case for Freshdesk is customer support tickets.
A specific example of how my team uses Freshdesk for customer support tickets is that it was a pre-integrated Freshdesk tool with Jira, where our customers can create tickets in case of failure.
What is most valuable?
The best features Freshdesk offers include AI Copilot Freddy and delivery speed.
AI Copilot Freddy and delivery speed help my team because the best feature is when AI Freddy closes empty tickets automatically.
Freshdesk has positively impacted our organization by improving our customer relationships.
Freshdesk improved customer relationships through the interaction with the customer, as they can communicate with us via Freshdesk without needing to jump on a call.
What needs improvement?
I think the main problem with Freshdesk is the deep settings, interface, and analytics.
When you need complex cross-functional reports, such as a link between tickets and CRM data or a specific visualization of KPIs, that is a dashboard Freshdesk is lacking.
For how long have I used the solution?
I have been working in my current field for three and a half years.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
I would say there are points of improvements for sure in Freshdesk's scalability.
How are customer service and support?
The customer support I received was great.
Which solution did I use previously and why did I switch?
I did not use a previous solution.
How was the initial setup?
It was a five out of ten for how easy it was to integrate Freshdesk with my existing systems.
What about the implementation team?
I did not purchase Freshdesk through the AWS Marketplace; it was stand-alone.
What was our ROI?
I have seen a return on investment with Freshdesk, as there were definitely savings because we do not need to spend the lifetime of our customer success managers; we can just use this tool.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing for Freshdesk is fair.
Which other solutions did I evaluate?
Before choosing Freshdesk, I did not evaluate other options.
What other advice do I have?
My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the settings might take months, Freshdesk can allow you to launch it in just a few days. I would rate this review an eight out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
User-Friendly Ticket Merging That Keeps Support Flowing
What do you like best about the product?
User friendly and easy to merge related tickets.
What do you dislike about the product?
The only problem with Freshdesk is that there's no AI suggestion for replies.
What problems is the product solving and how is that benefiting you?
Customer service related concerns on how refund, status of the order
Freshdesk’s Feature-Rich Toolkit That Can Do Almost Anything
What do you like best about the product?
Freshdesk comes with a lot of tools, bells, and whistles, and it feels like you can do almost anything with it.
What do you dislike about the product?
Something I do in one part of Freshdesk doesn’t always show up in another part of Freshdesk, which can make administrative changes difficult at times.
What problems is the product solving and how is that benefiting you?
Creating workflows, tickets, chats, automations is much smoother and easier with Freshdesk
