My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations.
For the industry that I'm working in, Freshdesk is used primarily for help in education and related tasks.
Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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External reviews are not included in the AWS star rating for the product.
Support for multiple languages and comprehensive customer assistance enhances overall efficiency
What is our primary use case?
What is most valuable?
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
With the existing capabilities in Freshdesk, they assist in manual assistance by streamlining communication and providing essential tools for support.
I have used the self-service portal for customers, and it has significantly helped in managing customer queries and reducing the workload.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
What needs improvement?
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
For how long have I used the solution?
I have had three years of experience with Freshdesk.
What do I think about the stability of the solution?
Freshdesk is stable solution and easy to use
What do I think about the scalability of the solution?
Freshdesk is most definitely scalable and can be used company wide in various departments.
How are customer service and support?
They offer customer support, and I would rate them a nine on a scale of one to ten, as their service meets our expectations.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Did not have a solution before Freshdesk.
How was the initial setup?
It took us about three weeks to deploy Freshdesk, which was manageable with our team's schedule.
I would rate this product setup as very good, as it suits our needs well.
What about the implementation team?
With just myself facilitating the help, the experience was collaborative but primarily my responsibility.
Third parties, such as consultants, were not involved in my deployment process.
What was our ROI?
As the call center manager, I have been closely involved in all aspects of using Freshdesk.
Currently, it requires some maintenance from me, but it is not overwhelming, and it is a manageable part of my responsibilities.
What's my experience with pricing, setup cost, and licensing?
Affordable with little cost to set up
Which other solutions did I evaluate?
Yes, such as zendesk, salesforce etc but found freshdesk most suitable in terms of use and pricing
What other advice do I have?
My feedback can be shared with or without attribution.
I look forward to receiving the link, which I will be able to edit later.
I confirm that my company is just a customer with Freshworks and not resellers.
My review rating for Freshdesk is nine out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Overall a great product
What do you like best about the product?
The overall ticketing experience is great
What do you dislike about the product?
We operate multiple instances, navigating between multiple instances & freshbot is not very easy.
Also analytics could be little bit better & easier
Also analytics could be little bit better & easier
What problems is the product solving and how is that benefiting you?
Out ticketing workflows are being managed seamlessly & tracking customer support agents efficiency is also easy
FreshDesk - A complete helpdesk too;
What do you like best about the product?
Easy to setup
East to use
Department wise agents
strong escalation matrix
very helpful customer support
easy to integrate with other solutions
East to use
Department wise agents
strong escalation matrix
very helpful customer support
easy to integrate with other solutions
What do you dislike about the product?
not too many dislikes , only making report is bit complicated
What problems is the product solving and how is that benefiting you?
FD is supporting to manage customer complaints in a sophisticated manner, timely response to customers , clear visibility to management and improve agents working efficiency
Freshdesk: Streamlining Customer Support
What do you like best about the product?
Clean interface, easy ticket management, and strong automation features that save time. The reporting tools and self-service options are also very useful.
What do you dislike about the product?
Some features feel limited without higher-tier plans. Reporting can be rigid, and the mobile app isn’t always reliable. Occasional lags during peak usage.
What problems is the product solving and how is that benefiting you?
Manage customer interaction and engagement logs
It really helps to keep track of my tasks and support tickets.
What do you like best about the product?
The 'Ticket Views' option, it does a great job of organizing tickets and allowing me to track them through separate views. The SLA indicators also help me prioritize my work and ensure tickets are closed on time.
What do you dislike about the product?
Replying to a thread in Outlook results in a duplicate ticket being created, which I have to manually merge each time.
What problems is the product solving and how is that benefiting you?
Freshdesk makes our support process easier by keeping all customer messages in one place. It helps us organize tickets, set priorities using SLAs, and respond faster. Features like ticket views and automation save time and reduce manual work. This helps us stay on top of issues and give better support to customers.
Could be way better!
What do you like best about the product?
Having a customer portal where they can submit tickets, access the knowledge base & track their tickets.
What do you dislike about the product?
The portal needs to be more customisable easily rather than needing an engineer to customize it every time.
What problems is the product solving and how is that benefiting you?
Helping us connect with our user base & triaging their complaints etc. This creates a sense of trust on the brand image.
Freshdesk makes Support works simple and scalable
What do you like best about the product?
It's user-friendly, which made onboarding our team a breeze. The automation features like ticket routing, canned responses, and SLAs help us save time and stay organized. We also love how it centralizes communication across email, chat, and phone — making support seamless.
What do you dislike about the product?
The mobile app feels limited compared to the desktop version, especially for admins. Some of the more advanced tools and reports are locked behind higher-tier plans, which adds cost as we scale. Initial setup for deeper automation also had a learning curve.
What problems is the product solving and how is that benefiting you?
It helps us manage high volumes of customer inquiries without losing track or missing deadlines. It centralizes support from multiple channels, so we don’t need to juggle between platforms.
Customer of helpdesk for past 5 years
What do you like best about the product?
Simple and understandable UI for everyone
What do you dislike about the product?
Pricing is bit on higher side , not much offers for existing customers
What problems is the product solving and how is that benefiting you?
Ticketing system helpes track down past issues and also have a track on open issuesn
Freshdesk - Review
What do you like best about the product?
1. Ease of use
2. Easy to set up and implement
3. 24/7 customer support and constant support from the account management team
4. I use it almost regularly like 5 days a week
5. It has almost all features and has omnichannel coverage across multiple platforms
6. Integrates easily with my current tech stack
2. Easy to set up and implement
3. 24/7 customer support and constant support from the account management team
4. I use it almost regularly like 5 days a week
5. It has almost all features and has omnichannel coverage across multiple platforms
6. Integrates easily with my current tech stack
What do you dislike about the product?
1. High Pricing
2. AI is not very robust
2. AI is not very robust
What problems is the product solving and how is that benefiting you?
We use it for the customer support team
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.
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