Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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easy to implement, easy to use.
What do you like best about the product?
Easy integration & implementation with pop e-mail account, dashboard with info on ticket statuses, very intuitive too.
What do you dislike about the product?
Editing the dashboard is not an option, we like to hide some of the info cards in the default one, and add some others that would fit our needs.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
What problems is the product solving and how is that benefiting you?
we keep track of our support tickets and have a nice overview.
Fair pricing and does the job
What do you like best about the product?
Pricing for emails is decent I would say and easy to track the workers
What do you dislike about the product?
It's hard to simply test freddy AI without any direct costs before you even know if it's usefull for the company
What problems is the product solving and how is that benefiting you?
They make sure we can reply on customers emails and solve it
Freshdesk
What do you like best about the product?
The ability to automate several tasks which has allowed us to free up agents for that great customer service feel.
What do you dislike about the product?
I would be nice if you did not have to open/edit reports to set new searches. Especially if it is something as simple as changing a date range.
What problems is the product solving and how is that benefiting you?
Freeing up agent time for needed task, quick automatic agent filtering and customer service
Freshdesk Review ~1 year of use
What do you like best about the product?
Analytics, time tracking, ease of setup and use. Overall I enjoy using the software daily, however there are small things that I'm not a huge fan of.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
What do you dislike about the product?
The automation isn't always great and we spend a fair amount of time either experimenting with filters, or manually routing tickets to the correct user/area.
What problems is the product solving and how is that benefiting you?
Understanding how much time and resources we allocation to different clients and vendors. Prior to FD we were working collaboratively out of Gmail. While that worked on a small scale, pulling data from that was incredibly difficult and did not give us meaningful data. In addition, some tickets were slipping through the cracks. So in addition to client based analytics, we now have support technician analytics which helps us understand how our team is functioning/
Support effectiveness with less costs
What do you like best about the product?
Cost is the major factor, but the easy to use interface must be mentioned as well.
What do you dislike about the product?
I think that the KB section must have some improvements in terms of UI.
What problems is the product solving and how is that benefiting you?
Operational costs when providing support to customers.
A better fit for us than Zendesk
What do you like best about the product?
1. The natural language bot is good
2. The configuration options are endless
3. Easy, powerful integration with jira.
2. The configuration options are endless
3. Easy, powerful integration with jira.
What do you dislike about the product?
1. Confusing documentation as there's o;d and new versions available on the internet
2. Customer support can be slow to respnd but they are helpful when they do
2. Customer support can be slow to respnd but they are helpful when they do
What problems is the product solving and how is that benefiting you?
The problems are pretty standard, we want to switch as many users as possible to self serve and Freshdesk's Freddy AI has helped with that a lot.
A Well-Rounded Helpdesk Platform for Growing Team
What do you like best about the product?
What I like best about Freshdesk is its clean interface, smart automation, and multichannel support. It streamlines ticket handling and improves team collaboration without overwhelming users.
What do you dislike about the product?
Freshdesk can lag during peak hours, and some advanced features are locked behind higher-tier plans. The mobile app also feels limited compared to the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer inquiries from multiple channels, automate ticket routing, and track resolution times. This has improved our response speed, reduced missed tickets, and increased customer satisfaction.
Freshworks is a key player for managing our support
What do you like best about the product?
Managing tickets, automating ticket distribution defining the response and resolution goals, and ensuring the quality of support
What do you dislike about the product?
There are no downsides, but I think a quick assistance option should be there for their recently released AI agent feature
What problems is the product solving and how is that benefiting you?
Managing multiple tickets, and ticket history of every client contact, easy resolution, quick adaptability by the new joinees
Efficient, Intuitive and Reliable Support channel.
What do you like best about the product?
Easy to navigate within the app even for new user. It also support mobile app so that support will be provided on the go. Seemless integration with other apps such as CRM, Wordpress, shopify and others.
What do you dislike about the product?
Recently freshdesk discontinued its free plan and forced to switch to paid plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage all customer queries from email, chat and social media in one place reducing response time and faster replies to customer which helps build brand reputation.
Easy, convenient and fast
What do you like best about the product?
I've used freshdesk for almost 2 years at the time i was in the role of a customer experience associate as a customer support officer and from there i was promoted to a Lead and one of the things i liked about it is the ability to provide accurate analytics and reports which are very handy when it comes to intepreting data, metrics, and other key information required in reports,
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
What do you dislike about the product?
One thing that i found very limiting is that it doesn't support all the social media channels, including X, due to their API and DPP, also whatsapp- Gupush
What problems is the product solving and how is that benefiting you?
Having the possibility to have access on so many different channels on one platform and being able to track all of them , this is something that changed everything
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