Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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External reviews are not included in the AWS star rating for the product.
Great range of tools, so easy to integrate and use.
What do you like best about the product?
Freshworks offers a very user-friendly interface. The ease of setup is there and its ability to manage customer interactions across multiple channels like email, chat, and phone, while linking tickets across has helped us.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
What do you dislike about the product?
The mobile app is very limited compared to the web version. Also, sometimes the agent responses can vary while setting up certain features, which leads to confusion and so much back & forth.
What problems is the product solving and how is that benefiting you?
We used freshworks to streamline our customer support by centralizing inquiries from multiple channels into one platform. It helped us in reducing response times and improving issue resolution. Its automation features handle repetitive tasks like assigning tickets, which could be done by setting up automation logics. This has led to increased team productivity, better customer satisfaction.
Freshdesk - Our always available multi-channel manager
What do you like best about the product?
Over the past few years, using Freshdesk has allowed us to manage our emails and social media chats in once place. We are able to tag and manage all our crticials communications and add automation tools when we experience spikes. The Freshdesk ecosystem is great, and we also make use of Freshchat that blends seamlessly with our ecosystem of applications. If you require support with anything you can drop their support team an email and they usually respond within a few hours with some troubleshooting and the option to send them screenshots/video clips so that they can better resolve your issue.
What do you dislike about the product?
Currently no dislikes of Freshdesk, once you use it, you'll realise what an amazing benefit it is.
What problems is the product solving and how is that benefiting you?
The ability to bring support and communication management into the Freshworks ecosystem with Freshdesk and Freshchat that covers multiple channels and allows our entire team to work on every single day.
The Best CRM
What do you like best about the product?
Freshworks is a very good platform that provides one of the best customer engagement CRM. One of its biggest advantages is its user-friendly interface, making it easy for me to implement and use without extensive technical expertise.I have used Freshdesk, and it stands out as one of the best tools for customer management.
What do you dislike about the product?
Sometimes there is a delayed response time.
What problems is the product solving and how is that benefiting you?
Freshworks helps me in solving major challenges related to customer support and service management that improves efficiency and enhances customer experience. Freshdesk is reducing manual work, improving response times, and streamlining customer interactions.
Great User Interface
What do you like best about the product?
Analytics, allowing me as a TL to keep a check on individual performance
What do you dislike about the product?
Nothing really, the interface is easy to use.
What problems is the product solving and how is that benefiting you?
allowing us to receive feedback from our customers, as well as allowing us to resolve the issues in a timely and proficient manner
Very user friendly tool
What do you like best about the product?
Fresh desk is very user friendly. And easy to work upon.
What do you dislike about the product?
Nothing. Most of the features in freshdesk is good
What problems is the product solving and how is that benefiting you?
To clear the email tickets is helping us
Fantastic Ticketing Tool
What do you like best about the product?
Freddy AI which is a new service being added. Its a biggest solution ever to the front line agents.
What do you dislike about the product?
The fixed properties, we cannot customise much.
What problems is the product solving and how is that benefiting you?
Through freshdesk we keep a track of all tickets coming through our app - it helps us to know the customer app journey.
It also tells us the trend of issues customer s are facing which we track monthly to understand the issues.
It also tells us the trend of issues customer s are facing which we track monthly to understand the issues.
Effortless Ticket Management and Enhanced CSAT with Freshdesk
What do you like best about the product?
The platform makes it incredibly easy to manage a high volume of tickets, especially during peak seasons. Features like canned responses, SLA management, and the ability to customize workflows have streamlined our operations, saving us countless hours. The self-service options, such as the knowledge base and chatbot integration, have empowered our customers to resolve their issues independently, resulting in a noticeable 15% reduction in L1 queries. Additionally, the robust analytics and reporting tools provide actionable insights, helping us make data-driven decisions to improve overall support performance.
What do you dislike about the product?
Enhancements to make the interface even faster and more flexible would make it an even better tool for scaling during high-demand periods.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us address several critical customer service challenges:
Managing High Ticket Volumes: During peak seasons, Freshdesk allows us to seamlessly handle a 25% increase in ticket volume without compromising response or resolution times. The automation features, such as ticket routing and canned responses, ensure efficient workload distribution.
Improving Customer Satisfaction: With Freshdesk’s self-service portals and chatbot integration, we’ve empowered customers to resolve issues independently, resulting in a 15% reduction in L1 queries and consistent CSAT scores above 80%.
Streamlining Operations: The platform has simplified ticket management with features like SLA tracking, priority settings, and unified communication channels, improving our agents’ productivity by 20%.
Providing Actionable Insights: Freshdesk’s analytics and reporting tools give us a clear view of performance metrics, helping us identify bottlenecks and optimize processes to enhance customer experience.
Overall, Freshdesk has not only improved our operational efficiency but also strengthened our ability to deliver exceptional customer service.
Managing High Ticket Volumes: During peak seasons, Freshdesk allows us to seamlessly handle a 25% increase in ticket volume without compromising response or resolution times. The automation features, such as ticket routing and canned responses, ensure efficient workload distribution.
Improving Customer Satisfaction: With Freshdesk’s self-service portals and chatbot integration, we’ve empowered customers to resolve issues independently, resulting in a 15% reduction in L1 queries and consistent CSAT scores above 80%.
Streamlining Operations: The platform has simplified ticket management with features like SLA tracking, priority settings, and unified communication channels, improving our agents’ productivity by 20%.
Providing Actionable Insights: Freshdesk’s analytics and reporting tools give us a clear view of performance metrics, helping us identify bottlenecks and optimize processes to enhance customer experience.
Overall, Freshdesk has not only improved our operational efficiency but also strengthened our ability to deliver exceptional customer service.
Use Freshdesk with no tension
What do you like best about the product?
Freshdesk is a very user-friendly interface and robust automation capabilities and is easy for support teams to manage tickets efficiently and automate the responses given to customers.
What do you dislike about the product?
There is nothing much dislikes about Freshdesk but the knowledge base is bit complicate to understand and work on
What problems is the product solving and how is that benefiting you?
Freshdesk for me benefited when freddy came in. It helped to beautify the responses given to users which also indeed helped to provide timely response
Easy to use service managment software
What do you like best about the product?
The annotate feature for screenshots is my favourite feature. It allows me to show what I am talking about easily. I use it every day, and it integrates seamlessly into Outlook. It was easy to implement and the customer support is great.
What do you dislike about the product?
Not a great deal of choice in regard to font and layout options in the call logs.
What problems is the product solving and how is that benefiting you?
Before we had Freshdesk, our helpdesk logged calls as tickets via email folders linked to a spreadsheet and was woefully inadequate. Therefore Freshdesk is solving the issue of logging and managing tickets.
got 2 assignments via freshdesk
What do you like best about the product?
part time assignments give extra earning
What do you dislike about the product?
limit of contacts must be increased on freshdesk
What problems is the product solving and how is that benefiting you?
it is complete CRM for me
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