Freshdesk
Freshworks Inc.External reviews
3,514 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Product utilisation
What do you like best about the product?
You can increase the agent occupancy and utilisation and create multiple automations
What do you dislike about the product?
Nothing as such but updgradation on the version would help
What problems is the product solving and how is that benefiting you?
Reduction in the ageing of tickets
Saved us during Covid
What do you like best about the product?
Easy to configure. All in one software for phone, chat, and tickets. All cloud based. Excellent support and dev staff. Quick support. Easy to build out and quickly integrate with other systems. Our ticket volume increased by 800% during covid and Freshdesk allowed us to handle all of those tickets on a daily baises. They offer an app store that integrates easily with other providers such as AI solutions.
What do you dislike about the product?
Being easy to configure, sometimes it has limited changes that can be made. Sometimes reporting can be limited
What problems is the product solving and how is that benefiting you?
We were using a shared inbox that wasn't effective at supporting our customers. We also had no ability to work remote and freshdesk solved both of those issues
Amazing experience by freshdesk speacially on ticketing tools
What do you like best about the product?
it comes with SLA that helps us to understand the customers problems in brief
What do you dislike about the product?
Nothing as of now, everything is smooth and interface is user friendly
What problems is the product solving and how is that benefiting you?
it is actually gives us SLA and the brief of cusotmer problem, that help us to understand it better
Maximising Efficiency and Performance with Freshdesk’s Analytics Tools
What do you like best about the product?
Freshdesk has become an invaluable tool for our team, especially when it comes to reporting and analytics. The detailed insights we’re able to extract from its reporting features have given us a clear view into key performance metrics, allowing us to identify trends and make data‑driven decisions with confidence. This level of visibility has been crucial for spotting bottlenecks and optimising workflows, enabling us to handle an increased workload more efficiently without compromising service quality. With Freshdesk, we have the data we need to continuously improve and meet our goals in a scalable way.
What do you dislike about the product?
While Freshdesk provides a strong base for customer support, one drawback is the need for several add-ons to enable what feel like essential features, such as dynamic fields. To have fields that show, hide, or become mandatory based on values set in other fields, we’ve had to rely on add-ons rather than having this capability built in. This reliance on additional features can complicate workflows, especially when the add-ons don’t always integrate seamlessly. It would be far more efficient if these dynamic field options were included by default, making the platform more flexible without extra configuration.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us streamline customer support by centralising ticket management and providing valuable reporting and analytics. The insights we gain allow us to track performance, spot trends, and optimise workflows, enabling us to handle increased ticket volumes efficiently. Overall, the platform’s flexibility has greatly improved our responsiveness and service quality.
Fantastic Platform
What do you like best about the product?
I love how easy FreshDesk is to learn, and to use. My team has seen great success in introducing this helpdesk to our organizatiion. Since implimentation, we have been able to reduce overall customer wait times and follow up with our team as needed. Having the ability to view overdue items at a glance is extrodinary! No more loosing emails in an inbox when someone takes vacation!
What do you dislike about the product?
The analytics at times can be hard to understand, I will ocassionally see data for closed items depsite having the filters set accordingly.
What problems is the product solving and how is that benefiting you?
FreshDesk solved out problem of loosing emails in an inbox when someone took PTO.
My Review
What do you like best about the product?
The orchestrations with external vendor API's is extremely helpful for automating routine tasks. Allows us to use our labor in more productive methods.
What do you dislike about the product?
Not a whole lot of marketplace apps are relevant to our organization.
What problems is the product solving and how is that benefiting you?
Unified and central support portal offering for all of our internal/external customers.
Freshdesk as best ticketing system
What do you like best about the product?
Freshdesk is an ITSM platform with very comprehensive features. What I like most about Freshdesk's features is the time tracking of our engineers where the data provided is always accurate.
What do you dislike about the product?
It's a shame that the product has a competitive price and several very comprehensive features, but there is one feature that may not be available in Freshdesk, namely asset management, even though this feature is actually in FreshService.
What problems is the product solving and how is that benefiting you?
Before using Freshdesk we were constrained by how to track the utilization of our engineers in supporting customers and how many SLAs our team achieved and how satisfied customers were with our services. Now with Freshdesk all these issues can be solved.
Game changer!
What do you like best about the product?
The functionality to collaborate on tickets and being able to get metrics.
What do you dislike about the product?
Sometimes the UI/UX is a bit confusing to get to the setting you want to update.
What problems is the product solving and how is that benefiting you?
Being able to provide quick support to customers in ticket form, having a chat for instant communication.
This tool help us a lot to have a better organization in our workflow
What do you like best about the product?
The ticketing tool is the best thing that we try
What do you dislike about the product?
this tool could improve if they should add better or more reporting options
What problems is the product solving and how is that benefiting you?
organization of the different emails box
Freshdesk freshening up my workplace
What do you like best about the product?
The ticketing system is by far the best part!
Keeps us all very organized!
Keeps us all very organized!
What do you dislike about the product?
No dislikes that I can think of off the top of my head
What problems is the product solving and how is that benefiting you?
We used to be all over the place when tickets would come in but with freshdesks ticketing system we have resolved most all of those issues!
showing 151 - 160