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.
Ease of Use
What do you like best about the product?
Freshdesk is easy to use and wonderful for providing customer support.
What do you dislike about the product?
I haven't found anything I don't like about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk provides a simplified means to communicate effectively with our customers.
A great product and a must have
What do you like best about the product?
Freshdesk is an amazing tool that exponentially increased productivity in our Team, helping our Agents grow and acomplish more due to user friendliness, the solution page and automation.
What do you dislike about the product?
It's not that I dislike or considering it a downside but a bit annoying. When using filters under reporting and applying them when you get to exporting you need to flip the toggle to export using the filters, otherwise it exports all the information in the backend.
What problems is the product solving and how is that benefiting you?
Helpdesk solved the problem of people emailing us directly when needing support or using other means of communication. With FreshDesk it makes it alot easier to prioritise work and staying organised.
Freshdesk Review
What do you like best about the product?
Ease of Use. It makes for a rast response time.
What do you dislike about the product?
Its hard to pick anything, really. I enjoy it!
What problems is the product solving and how is that benefiting you?
Solving the fastest response time for customers. It makes for a great customer experience.
We’ve seen a nearly 30% increase in productivity, thanks to our reporting system.
What do you like best about the product?
Reports and Analytics System helped find the traning requirements and find a solution for it.
What do you dislike about the product?
Nothing really, as we shifted from Zendesk we have seen freshdesk more helpful.
What problems is the product solving and how is that benefiting you?
Assisting with reports through analytics and managing workflow using A1 automated responses.
Great Productivity
What do you like best about the product?
Ticketing serves as a valuable feature that significantly enhances overall productivity.
What do you dislike about the product?
None of the current features I utilize are causing any problems.
What problems is the product solving and how is that benefiting you?
Maintaining an organized email system across various departments
"Transformative Impact on Support Efficiency and Customer Satisfaction with Freshdesk"
What do you like best about the product?
One of the things I appreciate most about Freshdesk is how its automation features simplify repetitive tasks, saving time and speeding up response rates. The ticketing system is user-friendly and, combined with customizable workflows, makes managing a large number of requests much more efficient. Another standout feature is the self-service knowledge base, which lets customers find answers quickly and has noticeably reduced the volume of simple inquiries we receive. On top of that, the detailed analytics and reporting tools are a huge plus, helping us monitor key metrics and improve our support strategies over time.
What do you dislike about the product?
Freshdesk is a strong platform overall, but there’s room for improvement in its customization capabilities, particularly when dealing with advanced settings. Tailoring the platform to fit unique workflows can sometimes feel restrictive, leading to the need for workarounds. Another area for enhancement is performance—features like reports or the ticketing dashboard can be slower to load during peak times, which can impact efficiency. While these issues are relatively minor, they can become noticeable when managing high volumes or very specific business processes.
What problems is the product solving and how is that benefiting you?
Freshdesk has significantly optimized our support processes by centralizing ticket management, automating repetitive tasks, and empowering customers with self-service options. This transformation has allowed us to handle high ticket volumes more effectively, cutting response and resolution times by roughly 30%. The automation features are especially valuable, as they manage routine inquiries while routing complex issues to the appropriate teams, ensuring seamless support. Furthermore, the self-service knowledge base has decreased basic inquiries by about 15%, enabling our team to concentrate on more critical tasks. These improvements have not only enhanced team efficiency but have also driven an 18% increase in customer satisfaction, as support is delivered faster and more accurately.
Simple and comprehensive Helpdesk
What do you like best about the product?
It's simple to use and provides a comprehensive service desk from start to finish
What do you dislike about the product?
It would be nice to have the ability to hide functions you don't use daily for your own individual requirements
What problems is the product solving and how is that benefiting you?
It helps us provide a full functional service desk for all of our clients and assists us in monitoring SLA's
We have been working with freshwork since 7 years and this helped us to improve our customer service
What do you like best about the product?
Very easy to handle and the support team is very consistent and efficient.
What do you dislike about the product?
Nothing as such found as we are using this for more than 5+ years
What problems is the product solving and how is that benefiting you?
This helped us to improve our data capturing and ticketing system. This helped us to improve our agent productivity by 50%.
FD Review
What do you like best about the product?
Overall the Fresh Desk is Good to use in.
What do you dislike about the product?
Nothing such cons observed yet to dislike
What problems is the product solving and how is that benefiting you?
Overall a great tool to use for ticketing.
Revolutionized Our Customer Management with Efficiency
What do you like best about the product?
I like how easy it is to find a ticket in Freshdesk. Having a specific view of what I'm looking for allows me to give quick responses, which improves our efficiency in all aspects. I also appreciate that the initial setup was simple and without many complications.
What do you dislike about the product?
I believe that one of the aspects Freshdesk could improve is the incorporation of automatic summaries with artificial intelligence at the ticket level. It would be of great value to have a contextual summary of the complete ticket history, especially in long threads with multiple interactions between the customer and different agents. This functionality would allow understanding in seconds the current state of the case, the key points addressed, the actions already taken, and the pending issues, without the need to read the entire exchange of emails or internal notes.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for managing communications with clients and suppliers, achieving traceability and efficiency. It resolves the lack of internal communication and provides a history of conversations. The ease of finding tickets improves quick response and efficiency.
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