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.
Great automations and Customer portal
What do you like best about the product?
Workflow automation is super easy to set up and configure. Can get a bit tricky if its not managed from the beginning as it can blow up quite easily once your service portal is updated.
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
What do you dislike about the product?
Would be nice to see the Freshservice name pop up a lot more and compete more with ServiceNow integrations. Most of the integrations with FS are manual and have required additional dev work. Customer support like all service providers can be difficult to navigate even though you are clear with what you are asking.
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
What problems is the product solving and how is that benefiting you?
Ticket management
Efficient and Simple
What do you like best about the product?
The ease of use, easy to implement and ticket automations
What do you dislike about the product?
There's nothing to dislike. But if I were to be picky, it will have to be the knowledge base feature. It is quite basic. However, it is still adequate for most organisations.
What problems is the product solving and how is that benefiting you?
Agents can easily pick up tickets from Freshdesk. With the reporting metrics available, it gives us great visibility on the helpdesk's performance as a whole and also individual agent performance as well.
Transforming Customer Support: How Freshdesk Streamlined Our Service Operations
What do you like best about the product?
Freshdesk has streamlined our customer support processes by centralizing ticket management, making it easier for our team to track, prioritize, and resolve issues efficiently. With insights into metrics like ticket volume, conversation count, and assignment distribution, we’ve been able to allocate resources more effectively and identify recurring issues for proactive solutions.
What do you dislike about the product?
The reporting features, though useful, can be somewhat limited in customization, making it challenging to get specific insights without additional configuration. Additionally, the interface can feel cluttered at times, especially when handling high ticket volumes, which can slow down navigation.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving several key challenges in our customer support workflow by providing a centralized platform for managing tickets, tracking conversations, and assigning tasks efficiently. By consolidating all customer inquiries into one place, it eliminates the need for our team to juggle multiple communication channels. This has led to faster response times and improved accountability, as tickets can be prioritized and assigned based on urgency and workload. Freshdesk’s automation tools also help us streamline repetitive tasks, like tagging and routing, freeing up our team to focus more on complex inquiries. Overall, these solutions have boosted our team’s productivity and contributed to higher customer satisfaction.
Easy to use, good reporting analytics
What do you like best about the product?
Easy to configure and automate
It helped us to to automate the self distribution of the tickets among different levels of support
It helped us to to automate the self distribution of the tickets among different levels of support
What do you dislike about the product?
It can be a bit more helpful if there would be more integrations available
What problems is the product solving and how is that benefiting you?
It is easy to automate and also with the mobile app it is easy to use and work on different tickets and reply back
A powerful tool designed to boost employee productivity and streamline their daily tasks.
What do you like best about the product?
Automations
Analytics
Number of Features
Analytics
Number of Features
What do you dislike about the product?
There are some quirks --example: anytime you add a new ticket field, tag, ect it does take longer than desired for you to be able to use feature.
Delay is also a little longer than desired when updating user roles.
Delay is also a little longer than desired when updating user roles.
What problems is the product solving and how is that benefiting you?
Tool that streamlines ticket management, enhances team collaboration, and provides full visibility into client tickets, ensuring better organization and efficiency across teams.
Freshdesk Review
What do you like best about the product?
Great ability to create tickets/automation between multiple teams.
What do you dislike about the product?
Wish we could save queries by URL so you could easily share between users. It's time consuming manually creating each query for each individual user.
What problems is the product solving and how is that benefiting you?
multi team visiblity into tickets/organization
Freshdesk Review from a Customer Service Manager perspective
What do you like best about the product?
It provides us flexibility in setting up our automations which resulted to a decrease in our ticket volume and manual work needed to answer tickets via Freshdesk
What do you dislike about the product?
We would like a little bit more flexibility with customizations especially in analytics and reporting to gives us more options how to extract data that is applicable to our set up.
What problems is the product solving and how is that benefiting you?
Merging tickets has been a big help to our volume since we can reduce redundant tickets and merge them into one. Another feature is their contact page support which helped decrease ticket volume for selected topics.
Using powerful Freshdesk API
What do you like best about the product?
Reporting and Analytics. Automatic ticket creation.
What do you dislike about the product?
Limit in API. Not so interactive UI. Lag.
What problems is the product solving and how is that benefiting you?
FD is a single tool that helps to track the inflow of tickets. Our stakeholders are using typeform to raise issues which is linked to Freshdesk. Also, We have piped all the alerts to FD which helps to track and closure of alerts.
Using Freshdesk
What do you like best about the product?
The ticketing system is a great tool when dealing with a large number of requests during the day. Reporting features are also nice. Fresh desk is very easy to use.
What do you dislike about the product?
Responses to tickets are not always shown completly in the emailed copies of the tickets.
What problems is the product solving and how is that benefiting you?
Fresh desk helps proritze needs. It is very helpful with tracking progress as well as retaining how issues were resolved. Canned options are great for notes and frequestly asked questions.
Senior Payroll Specialist
What do you like best about the product?
I really appreciate the ease of use when working through tickets. I also appreciate how easy it is to collaborate on tickets with my entire team.
What do you dislike about the product?
It would be nice if we were able to generate auto responses for frequently asked questions.
What problems is the product solving and how is that benefiting you?
More analytics - better understanding of the work.
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