Freshdesk
Freshworks Inc.External reviews
3,514 reviews
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External reviews are not included in the AWS star rating for the product.
G2 Review
What do you like best about the product?
It's a great tool for monitoring the tickets and personalizing the reports from the WFM POV. I have been using Freshdesk for the last 6 years.
What do you dislike about the product?
We had latency issues frequently which were highlighted to the FD Support team and resolved.
What problems is the product solving and how is that benefiting you?
We are able to resolve the cx concerns quickly and reports personalising is easier
User friendly Software
What do you like best about the product?
that Coustmization options in Freshdesk software and the support. ease of intigartion , use
What do you dislike about the product?
no such any issue i have oberved in freshdesk
What problems is the product solving and how is that benefiting you?
Coustmer issues
Improved the quality of work which resulted in great customer satisfaction
What do you like best about the product?
Freshdesk improved the quality and quantity of task assisted that helps us further stabilized the relation between our company and our client. It minimize the unassisted tickets and we are able to monitor the productivity of each user within our team.
What do you dislike about the product?
The only downside i experience on Freshdesk is when updating the policy number in the settings, its taking time and sometimes im getting error.
What problems is the product solving and how is that benefiting you?
Reducing and organizing the volume of emails received from different clients. It makes easier for us to tracked requests and queries and we are able to respond to them quickly.
FreshDesk at CASHe (Bhanix Finance and Investment Ltd) for audit purpose.
What do you like best about the product?
I head Internal Audit and Controls at CASHe and customer queries, complaints are a part of our monthly review.
Freshdesk is an excellent CRM tool which helps us to see all the linked communication and that too ticket wise.
Freshdesk is an excellent CRM tool which helps us to see all the linked communication and that too ticket wise.
What do you dislike about the product?
At times I find that teh communication is not sequential.
What problems is the product solving and how is that benefiting you?
All customer queries from multiple channels (email, chat, social media, phone) are consolidated into a single platform makes it easier for us as Auditors to review
Well knowledge agents and devs
What do you like best about the product?
FDK framework easy to use for dev. Easy to stimulate for testing.
What do you dislike about the product?
Freshchat documentation needs more content and examples.
What problems is the product solving and how is that benefiting you?
Able to address customer issue by raising tickets and ensuring the issue is not repeated by tracking it.
Review of Freshdesk operations
What do you like best about the product?
A detailed review tool for enhancing customer support and bringing smooth experience between the customer and the organisation.
What do you dislike about the product?
There is a lot of time consuming observed while refreshing.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as the customer engagement platform where the customers describe their queries and feedback of our product through freshdesk and we can identify their queries through complaint tye and ops issue
We can do so much ouerselves
What do you like best about the product?
There was no external support required to configure Freshdesk. Agents were able to start working after 20 min training. Freshdesk support is alwys at hand when needed.
What do you dislike about the product?
Some reports fail to retrieve correct data.
What problems is the product solving and how is that benefiting you?
All agents pick tickets from a common inbox and work on it. If an agent is not available some else can continue. That new to us since use simpled email management before.
Freshdesk and Customer Satisfaction
What do you like best about the product?
Freshdesk is very user friendly and has increased our production by 41% and reduced our customer requests for statuses on orders by 17%. Freshdesk is very responsive and their production is excellent.
What do you dislike about the product?
Freshdesk could be clearer on reporting numbers but the reporting works for what we need.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us process our purchase orders and this is taking the manual work away from our team and creating a seemless automated transition for order processing for our company.
Freshdesk User Experience
What do you like best about the product?
I love how much we can optimise and configure our Helpdesk with Freshdesk. We barely need to reach out to them. To deal with our large amount of queries from students and staff we are able to customise our SLAs to keep every department accountable and proactive to deal with any tickets. As we have plenty of routings in our Helpdesks it is easy to adjust elements. One team may be able to respond quite quickly whereas another team may take longer to respond.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
What do you dislike about the product?
It's difficult to write about anything I dislike about Freshdesk as any issues are dealt with promptly and professionally. With a usual response being within a few hours at most.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
What problems is the product solving and how is that benefiting you?
Freshdesk solves a lot of our critical challenges, including managing repetitive queries, maintaining quick response times, and enabling seamless collaboration across departments (Threads and notes). With customisable SLAs and canned responses, we handle frequent inquiries efficiently, allowing more time for complex issues. We can also setup rules for all of our tickets. What I also like is how we can setup rules that help with SPAM. Recently we had an influx of SPAM tickets of over 1000 and each one had elements of latin in, therefore it was easy to setup a filter with some rules to ensure these were automatically marked as SPAM.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
Smart, Scalable Ticketing Solution, Features, Pros & Cons
What do you like best about the product?
Seamless experience.
Efficient teamwork.
Easy to use.
Integrates with third-party apps.
Advanced ticketing
Efficient teamwork.
Easy to use.
Integrates with third-party apps.
Advanced ticketing
What do you dislike about the product?
Cost.
Reporting and analytics.
Learning curve
Support
Reporting and analytics.
Learning curve
Support
What problems is the product solving and how is that benefiting you?
Automating repetitive task.
Creating a knowledge base.
Improving productivity.
Reducing support costs.
Improving customer satisfaction
Creating a knowledge base.
Improving productivity.
Reducing support costs.
Improving customer satisfaction
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