Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use, User Friendly and has a big impact on efficiency and productivity
What do you like best about the product?
Automation to avoid repetitive tasks and easy implementation. It will satisfy customers by providing an easy way to connect with their requests
What do you dislike about the product?
Repetitive prompt error.
Exporting Data it includes the merged tickets and did not include the custom objects
Too long to resolve the issue
Maximum fields in ticket fields
FSM App for field engineer limited and no measurement of SLA
Exporting Data it includes the merged tickets and did not include the custom objects
Too long to resolve the issue
Maximum fields in ticket fields
FSM App for field engineer limited and no measurement of SLA
What problems is the product solving and how is that benefiting you?
Freshdesk solves several key problemsin our customer supports.It will benefit usto enhanced the worklo, saving time and helping us provide a betterexperience for our customers
My work routine took a 360 for the better.
What do you like best about the product?
The ticketing capabilities with automations and rules for auto assignment. The full behind the scenes view for employess when they are abesnt to prevent delays. reports, metrics all the things. Easy to learn and impliment into the existing structure. Customer support reponse times went down and were met in target range. Easily intergrated with our existing inventory/order entrey system. I use this platform everyday - entire work day - Total Fan here
What do you dislike about the product?
Rule overridding can be a pain but you can learn to navigate it easily after a little trial and error
This program is comprehensive and capable of so much that it can be overwhelming to navigate all those options at first - I did catch on quick thougnh.
This program is comprehensive and capable of so much that it can be overwhelming to navigate all those options at first - I did catch on quick thougnh.
What problems is the product solving and how is that benefiting you?
Visibitly to work load with absent employees & coworkers
automated ticket routing - gives me time back in my schedule
guided automations for response time alerts
keeping employees engaged and balanced work loads
automated ticket routing - gives me time back in my schedule
guided automations for response time alerts
keeping employees engaged and balanced work loads
Freshdesk help us increased 20% of our agent productivity
What do you like best about the product?
automation and analytics report that provide 360 view of our customer enagagement.
What do you dislike about the product?
Can have more feature module that can be intergrated with 3rd party app
What problems is the product solving and how is that benefiting you?
L1 engagement and automatin
Freshworks enhances ease of operations, reporting and analytics
What do you like best about the product?
Parent Child Ticketing improves tracking and collboration between teams easy
What do you dislike about the product?
Need intergration of Decision Tree/Knowledge base into Freshdesk
What problems is the product solving and how is that benefiting you?
Ease of Ticket management and exclude unwanted emails leading to improved agent productivity and response TAT
Freshdesk's Positive Impact on Our Customer Support Efficiency
What do you like best about the product?
Freshdesk has significantly improved our support operations, leading to a more streamlined workflow and measurable efficiency gains. Since implementation, we’ve seen a 30% increase in agent productivity, with average response times reduced by 20%. Additionally, the analytics tools provided by Freshdesk give us clear insights, enabling data-driven improvements that enhance our overall service quality.
What do you dislike about the product?
While Freshdesk has positively impacted our support operations, driving up productivity by approximately 20% and reducing response times by 15%, we find the platform's costs to be quite high. We're weighing the benefits against the expenses to determine the best path forward for maintaining efficient service without stretching our budget.
What problems is the product solving and how is that benefiting you?
Freshdesk has provided clear improvements in our team’s efficiency, enabling us to track agent productivity and response times effectively. Since implementation, we’ve seen a 20% increase in agent productivity and a 15% reduction in average response time, directly contributing to faster, more reliable customer support.
Freshdesk is more convenient and user-friendly than most of the competitors out there.
What do you like best about the product?
Automation and user-friendly interface..
What do you dislike about the product?
no automation for ticket merging, possibly because I haven't explored the possibility yet
What problems is the product solving and how is that benefiting you?
Aside from being a more cost-efficient tool, analytics and automation has been so far the best asset of the platform
Freshdesk boosts efficiency with 20% faster response times and 25% higher agent productivity.
What do you like best about the product?
Freshdesk has significantly streamlined our customer support process, improving overall efficiency and customer satisfaction.
What do you dislike about the product?
While Freshdesk has improved efficiency, the platform's reporting features can feel limited, making it challenging to generate customized insights for deeper analysis.
What problems is the product solving and how is that benefiting you?
Automated workflows and AI-driven ticket categorization.
Great products, great support, and great team!
What do you like best about the product?
The ability to keep track of tickets and response times. Great products.
What do you dislike about the product?
There are a lot of options - finding what works best for you can be tough.
What problems is the product solving and how is that benefiting you?
The ability to keep track of tickets and response to follow ups, without falling through the cracks.
Easy to use program - powerful features
What do you like best about the product?
In our industry, we have a lot of customers with the same email address - this is a problem for 98% of the products we reviewed as they use email address as a unique identifier. Freshdesk let us pick what we want to use as our unique identifier though and that helped us to better cater to our customers and limit any confusion for our agents. The UI is very clean as well. This is the number one tool used by our agents each day, they can easily collaborate with one another and we can track trends. Our onboarding was fairly easy considering our former product had been in use for over 15 years. And, thankfully each time we've needed to reach out to support, everything has been answered in a timely matter.
What do you dislike about the product?
More of the AI features used to be included in the higher tiers, but now are additional. They are always nice to test though and see how far the product has come.
What problems is the product solving and how is that benefiting you?
Transparency into responses going out from everyone in our contact centers. This helps us see if the customer has called before with the same issue and how it was resolved to quickly do so again. We can also see if we have a spike in a certain issue and can better escalate it for repair.
Excellent tool for customer service/support!
What do you like best about the product?
It's very easy to keep track of things. The ticketing system is very handy and it's easy to customize settings for individual agents or groups.
What do you dislike about the product?
Editing a custom signature (specially a fancy layout with graphics) is a bit complicated. You basically have to create your signature elsewhere and just copy/paste it into freshdesk.
What problems is the product solving and how is that benefiting you?
Supporting our customers, managing customer requests and complaints.
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