Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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Freshdesk: Features, Pros, and Cons
What do you like best about the product?
articularly its focus on enhancing productivity and simplifying reporting
What do you dislike about the product?
While Freshdesk does provide the ability to generate and schedule reports, the delay in receiving them via email can hinder immediate access to critical data. Direct report downloads within the platform would indeed be a more efficient option
What problems is the product solving and how is that benefiting you?
Freshdesk excels at providing email support and managing customer interactions through its shared inbox feature. Here's how it helps streamline email support and improves tracking
Great CRM System
What do you like best about the product?
User friendly and simple to navigate UI.
What do you dislike about the product?
Unable to export automation rules
No notifictaion are sent when an app needs updating,so the app stops working abruptly unless the admin updates it promptly . This an admin overhead
No notifictaion are sent when an app needs updating,so the app stops working abruptly unless the admin updates it promptly . This an admin overhead
What problems is the product solving and how is that benefiting you?
Reduced response time to customers and improved agent productivity
Streamlining Support Efficiency
What do you like best about the product?
Freshdesk stands out because it combines a comprehensive set of features with ease of use, making it suitable for companies with small and large support teams. Its ability to streamline workflows, automate repetitive tasks, and deliver multi-channel support allows businesses to offer quick, efficient, and personalized customer service.
What do you dislike about the product?
NO built in social media integration
Freshdesk offers an excellent suite of features for customer support, but it’s not without its drawbacks. Businesses may find it expensive at scale, and some users report challenges with advanced configurations, complexity in setting up automation, and limited functionality in lower-tier plans.
Freshdesk offers an excellent suite of features for customer support, but it’s not without its drawbacks. Businesses may find it expensive at scale, and some users report challenges with advanced configurations, complexity in setting up automation, and limited functionality in lower-tier plans.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates allcustomer interactionsinto a single platform, allowing to response and solving complaints on faster scale
It's a brilliant tool with intuitive interface and a lot of useful features.
What do you like best about the product?
The best part about Freshdesk is that it is user-friendly, tracking the performance of all the users at one go and easy to download customized reports.
This also effectively helps in real time ticket monitoring that helps in reducing the resolution time for a better customer support experience.
It is useful when it comes to team work as we can easily reassign the tickets in case there is any issue with the currently assigned team member to avoide any further delay in the resolution.
This also effectively helps in real time ticket monitoring that helps in reducing the resolution time for a better customer support experience.
It is useful when it comes to team work as we can easily reassign the tickets in case there is any issue with the currently assigned team member to avoide any further delay in the resolution.
What do you dislike about the product?
I do not feel any specific challenge while using the tool but the only limitations of the Freshdesk is that sometimes when the ticket volume is high, it takes time to load the tickets and the manual reassignment takes higher time that results in high resolution time for the customers.
What problems is the product solving and how is that benefiting you?
The problems solved by the use of the freshdesk includes, reduction in the AHT, real time ticket monitoring and downloading the reports as per the requirement. This also helps in improving the perfomance of the team. It provides a clear insights on assigned, unassigned, resolved and unresolved tickets on daily, weekly and monthly basis which helps in time series analysis of work flows.
G2 Review
What do you like best about the product?
Great AI capabilities increased csat and agent productivity
What do you dislike about the product?
Adding disposition is difficult sometimes
What problems is the product solving and how is that benefiting you?
Analytics and reporting
Works well for collaboration
What do you like best about the product?
Being able to collaborate on tickets nad being presented with a to-do list of tasks
What do you dislike about the product?
Keyboard shortcuts can bug out on occasion, New agent permissions default to global access
What problems is the product solving and how is that benefiting you?
Our IT team works out of it, using it as a central point of communication for all end users. This allows the IT team to track all issues and ensure enverything is resolved. It also allows archiving of previous resolutions for future reference
experience in export the bulk data and handling customer reviews
What do you like best about the product?
the most best part is to allow us to export the past data and it store the bulk data which help to easy to use and help to solve the customer query, easy to understand the features.
What do you dislike about the product?
as of now ecxperience i did not find any thing dislike but if it will update more we will be greatful
What problems is the product solving and how is that benefiting you?
it help us to resolve the tickets or query of customer and also help to export the bulk data and we can also resolved the query in bulk and one of the best part that seach part of contacts, tickets,solutions,forums,etc.
Freshdesk is really easy to use and very user friendly.
What do you like best about the product?
Easy to track Inventory. We were able to track the tickets.
What do you dislike about the product?
The only thing i felt bad is about child tickets. When ever a child ticket is created it is created as a seperate ticket. If the child ticket is showing under the parent ticket then it will be more easy.
What problems is the product solving and how is that benefiting you?
We are able to track the IT tickets and have documentation of the issues. Also we are able to have an Inventory for all.
Ease of use
What do you like best about the product?
User friendly and helps the team monitor their tickets and pending task
What do you dislike about the product?
Keeps creating new tickets even with same subject
What problems is the product solving and how is that benefiting you?
Managing bulk redundant request
Fresh Deck
What do you like best about the product?
User Friendly interface of fresh desk to make, easy to handle, have a nice suppoort by the backend team, we have frequent use of freshdesk, freshdesk have number of feature whuch make it easy to use, it is easy to implemenation and easy to integration
What do you dislike about the product?
Fresh deck take a quite longer time to fresh the system
What problems is the product solving and how is that benefiting you?
Refresh of system, that quite longer time.
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