Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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External reviews are not included in the AWS star rating for the product.
Unbeatable AI Features and Seamless Customer Service Integration
What do you like best about the product?
It ensures agent efficiency as all customer interactions are merged into one platform.
I like the automation and AI features that helps boost customer experience.
With the tool, we get actionable insights and therefore making decisions becomes easy.
I also like the self-service portal and automated ticketing - all these makes offering customer service easy.
I like the automation and AI features that helps boost customer experience.
With the tool, we get actionable insights and therefore making decisions becomes easy.
I also like the self-service portal and automated ticketing - all these makes offering customer service easy.
What do you dislike about the product?
It is adequately equipped and the AI features makes it unbeatable. No complaints.
What problems is the product solving and how is that benefiting you?
With Freshdesk, it is has been easy to handle customer service and support more so because of the AI and automation capabilities. We save time, ensures efficiency, and improve customer service.
My Experience with Freshdesk ,Simple, Smooth, and Reliable
What do you like best about the product?
I've been using Freshdesk for a while now, and overall, it’s been a pretty smooth experience. The interface is clean and easy to get used to, even for someone new to support tools. Setting up workflows and automations saves a ton of manual effort. I particularly like how organized tickets feel once you set proper categories and SLAs makes it easy for our small teams to stay on top of things.
What do you dislike about the product?
What I dislike about Freshdesk is that some features feel a bit limited unless you’re on the higher pricing tiers. For example, a few automation options and advanced analytics are locked behind premium plans, which can be frustrating for smaller teams.
I also feel that 14 days free trial is also limited experience to user.
I also feel that 14 days free trial is also limited experience to user.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me keep all customer conversations in one place instead of juggling multiple emails and chat threads. Earlier, it was hard to track who responded to which ticket or if something was missed, but now everything stays organized and visible to the whole team.
The automation and canned responses save me a lot of time on repetitive queries, and assigning tickets to the right people has become much smoother. Overall, it had made my support workflow more structured and less stressful. I can actually focus more on solving customer issues rather than managing chaos.
The automation and canned responses save me a lot of time on repetitive queries, and assigning tickets to the right people has become much smoother. Overall, it had made my support workflow more structured and less stressful. I can actually focus more on solving customer issues rather than managing chaos.
Great Integration and Omnichannel Support, but Needs Better Performance and Customizable Reports
What do you like best about the product?
Easy integration, has multiple market place apps to have. Has a omni channel support eco system.
What do you dislike about the product?
I feel few times it keeps on loading and reports explorer needs to be given for the garden plan with the customizable option
What problems is the product solving and how is that benefiting you?
Managing customer queries in a single tool helps us keep track of our SLAs.
How Freshdesk Makes Customer Support Easier
What do you like best about the product?
I like Freshdesk because it makes managing customer support really easy. I can track all tickets in one place, respond quickly, and keep everything organized without any hassle
What do you dislike about the product?
I don’t like that sometimes the interface can feel a bit slow or clunky. Also, some features are limited in the free plan, which can be frustrating
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of keeping track of all customer issues. Instead of juggling emails, messages, and calls, I can see everything in one place. This helps me respond faster, stay organized, and provide better support to customers, saving time and reducing confusion
Freshdesk Reinvents Customer Support by AI.
What do you like best about the product?
I like the way Freshdesk brings all channels of communication under a single easy to use interface. The Freddy AI Copilot is the actual game changer that it assists with summaries, reply suggestions, and even live translations, which allow working with tickets to be quicker and more precise.
What do you dislike about the product?
Customization of the workflows and automation rules may require some time to make it the way you desire. When established, however, everything goes well.
What problems is the product solving and how is that benefiting you?
Freshdesk assists me in handling all support requests made on various platforms without leaving anything out. The included AI capabilities minimize the response time and increase the productivity after which my team focuses on solving the complicated problems, and automatic answers are the replies to the basic queries.
Dependable Ticketing and Task Monitoring System
What do you like best about the product?
Fresh desk is used in my organization as ticketing and monitoring tool. The reporting flexibility, dashboard and UI are particularly easy to work and operate on.
What do you dislike about the product?
Ingration with other platforms such as Google Workplace can be better
What problems is the product solving and how is that benefiting you?
Ticket queue monitoring
Solid Support Tool with Room for Improvement
What do you like best about the product?
I appreciate how Freshdesk addresses our support issues, improving our organizational reputation. Its feature to assign due dates to tickets and the ability to undo responses shortly after sending them are particularly useful. These capabilities cater to our needs effectively, making Freshdesk our clear choice for support software.
What do you dislike about the product?
Setting up Freshdesk was challenging at first due to my initial unfamiliarity with the software. Additionally, the lack of a dark mode in Freshdesk is inconvenient for me, as it would ease eye strain, especially since many applications now support this feature. Moreover, Freshdesk's file size limit of 22 MB is restrictive, negatively impacting the user experience when larger files need to be shared, leading to frustration as users must minimize files.
What problems is the product solving and how is that benefiting you?
I use it to enhance our support experience, improving organizational reputation and user satisfaction.
Reliable helpdesk tool that simplifies office tasks.
What do you like best about the product?
I like that freshdesk has very user-friendly design, which makes it simple to learn and use even for non technical staff. The setup process was quick and our team could start using it without much effort. I rely on it regularly throughout the day, and wide set of features like ticket categorization, auto-assign and status tracking make managing requests more efficient. It also has strong integration options, so we can connect it with other tools we already use.
What do you dislike about the product?
The platform sometimes feels crowded with too many features and it takes time to discover which ones are really useful. Some of the integration steps requires technical knowledge, which is difficult for clerical staff to handle alone. Although the customer support team is helpful but response are not always immediate.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of handling multiple requests and emails by bringing everything into a single platform. It helps me respond to queries faster, keeps records more organized and avoids missing important messages. This has made my daily office work more efficient, structured and less stressful.
Sharing My Insights on Freshdesk
What do you like best about the product?
Freshdesk is a useful tool for managing customer support. I appreciate how straightforward it is to track tickets and delegate tasks to my team. The dashboard is clean and intuitive, making it easy to navigate. It allows us to respond more quickly and keep our records well organized.
What do you dislike about the product?
One aspect I don't like is the mobile app, as it tends to crash frequently and definitely needs some improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to handle customer queries efficiently and ensures that logistics issues are organized in a single location.
A simple and reliable helpdesk tool for daily office work.
What do you like best about the product?
Freshdesk stands out for its ease of use. The interface is very straightforward and i was able to start managing tickets with minimal training. The implementation was smooth and our team adpoted it quickly without technical issues. I also appreciate response customer support, which helps whenever we have questions. Since i use it everyday, it has become part of my office routine. The features like ticket management, canned responses and reporting make my tasks much easier.
What do you dislike about the product?
Although freshdesk is easy overall but sometimes i find that too many features can feel overwhelming, especially for new users. While the integration options are good, setting up certain advanced integrations requires extra help.
What problems is the product solving and how is that benefiting you?
Freshdesk helps organize all customer queries and office requests in one place, instead of scattered emails. This makes it easier to track, respond and close issues quickly. It reduces delays, improve communication and saves time in daily office work.
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