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.
Solid omnichannel, sometimes limited, but better than the competition!
What do you like best about the product?
We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed.
What do you dislike about the product?
Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances!
What problems is the product solving and how is that benefiting you?
We use Freshdesk to serve customers of a cosmetics brand across multiple markets. Freshdesk allows us to integrate livechat, email, website 'contact us' forms and new ways of contacting such as Whatsapp.
Very easy-to-use training service and above all a time saver for the client.
What do you like best about the product?
The ease of use for teams allowing a significant gain in terms of response time for the client
What do you dislike about the product?
No major inconvenience encountered with the tool
What problems is the product solving and how is that benefiting you?
To gather and resolve client requests in a single tool
Manager of Resident Experience
What do you like best about the product?
Ease of use, callboration, and integrations
What do you dislike about the product?
Should be able to assign more than 1 person per ticket
What problems is the product solving and how is that benefiting you?
The shared inbox has made leaps and bounds in our callaboration and customer satiusfaction!
Excellent tools - Freshdesk and Freshchat
What do you like best about the product?
Ease of use
customer support
Ease of Implementation
Ease of Integration
Ominisupport
customer support
Ease of Implementation
Ease of Integration
Ominisupport
What do you dislike about the product?
- Cost of AI BOT session
- Can do better a job in managing social tools
- Can do better a job in managing social tools
What problems is the product solving and how is that benefiting you?
Managing customer queries via chat and email, it helps keeping everything on one platform and also helps in managing customer satisfaction level
we the freshservice product. we use freddy AI, automation, approval processes, automated responses.
What do you like best about the product?
freddyAI and summarizing a ticket is helpful. approval processes are great as well.
What do you dislike about the product?
I do not like how hard it is to integrate with Azure Entra ID to help with auto provisioning of groups. or adding and removing users from groups.
What problems is the product solving and how is that benefiting you?
Approval process, ticket response time, reporting to see what agents are working on.
Easy to Set Up and Start Supporting Your Company
What do you like best about the product?
It is very intuitive and easy to set up and start supporting your company. If there is any confusion on how to do a certain set up in Freshdesk, ther support team has been very prompt in helping to get us to where we need to be.
What do you dislike about the product?
Remorting has not been as consistent as we have wanted. It sometime takes a little extra time to figure out exactly how to tweak settings to your report to display the correct information.
What problems is the product solving and how is that benefiting you?
Change Management and Helpdesk are our main uses for FreshDesk.
Freshdesk Review
What do you like best about the product?
Ticketing tool and automation of ticket creation from Freshchat
What do you dislike about the product?
NPS feature unavailability which is very important
What problems is the product solving and how is that benefiting you?
Automation ticket creation
Life changer !
What do you like best about the product?
it is user-friendly with high capabilities in terms of productivity management, it's flexible in terms of integration with other systems and it helps to set some automation which impacts the customer support and enhance the customer satisfaction.
What do you dislike about the product?
Some automation requires adding an extra app within the freshdesk.
What problems is the product solving and how is that benefiting you?
helps to manage the customer's issue within time and manage the team's productivity and in addition the visibility on report analysis
Transparency and accountability throughout organization
What do you like best about the product?
We did not have a ticketing system prior to Freshdesk. This system has created transparency and accountability throughout our organization allowing for a better staff and customer experience.
What do you dislike about the product?
Could use more automation and integration with our systems
What problems is the product solving and how is that benefiting you?
Call follow up and analyze. Insight in to call volume and why we are recieving certain calls.
Helping to improve productivity & performance
What do you like best about the product?
The analysis data on freshdesk helps me to provide analysis to my superiors regarding team performance
What do you dislike about the product?
Sometimes I have difficulty understanding how to make a dashboard according to my needs
What problems is the product solving and how is that benefiting you?
help me in handling customer tickets and also help me to analyze to improve team performance
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