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.
Has been a great tool to manage and control the quantity of tickets and SLA performance of agents
What do you like best about the product?
The layout and ease of use, as well and the control over the SLA and Templates to use to keep more efficient and formal all our replies
What do you dislike about the product?
That cannot Mix more emails and names in the accounts of customers also the lack of formats when you reply tickets
What problems is the product solving and how is that benefiting you?
keeps all the info toghether and easy to follow the cases as well that alow us to have templates to help the agents
Easy to use, annoying notifications
What do you like best about the product?
simple, straightforward ticketing and Knowledgebase systems, automation rich features, granular accesses available
What do you dislike about the product?
Company spams your notifications section with 'Product Update' notifications which can never be fully removed, it's annoying to look at the top right thinking I have an important notification when it's just last months development update from the company and not valuable information. I would suggest this be removed from the product and then it would be a 10/10
What problems is the product solving and how is that benefiting you?
integration between multiple products such as FreshDesk and FreshService, will add the phone feature soon to consolidate services
Ease of Use & Reporting
What do you like best about the product?
The best feature of freshdesk is " Ease of Use "
What do you dislike about the product?
We need an agent availability feature and more self feature to link our Inhouse CRM
What problems is the product solving and how is that benefiting you?
Managing of ticket volume. Ease of handling & automation.
Transformative Impact on Efficiency and Customer Satisfaction with Freshdesk
What do you like best about the product?
Freshdesk makes it easy to monitor the tickets and ensure good workflow as well as reduces the response time to clients.
What do you dislike about the product?
The downside is the extended time it takes for Support to respond and not being able to reach someone in a timely manner regarding issues.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for ticketing and managing customer inquires. This enables us to prioritize, track and resolve tickets in a timely manner.
Easy to use
What do you like best about the product?
My favourite thing about fresh is the very clean UI.
What do you dislike about the product?
Have not had any downsides so far. Our experience has been great
What problems is the product solving and how is that benefiting you?
The automation features have allowed us to improve response timed
Great option for mid-sized teams
What do you like best about the product?
It's easy to use and in some ways, more intuitive than ZenDesk. The support we receive is great and the FreshDesk team is awlays avaiable via chat, which is great. The platform is pretty quick and looks nicer than ZenDesk to me personally. It's also quite easy to set up automations and that helped us identify problem tickets and reduce our response and resolution times.
What do you dislike about the product?
There are some quality of life features that are missing, like using formatting shortcuts in Tickets, or instantly opening a ticket if you input the ticket ID into search. Also, it's currently impsosible to auto-replenish phone credits for FreshCaller via invoice, even though that has been an option previously.
What problems is the product solving and how is that benefiting you?
FreshDesk is our help desk and support phone system provider. It's a cornerstone of our customer communications and allows us to be available to our clients 24/7.
VP of IT
What do you like best about the product?
teh productivity enhancements of the internal support desk
What do you dislike about the product?
remote support has been a challenge due to off hours
What problems is the product solving and how is that benefiting you?
agent productivity
100% efficient management of incoming faxes
What do you like best about the product?
It is a very easy to use and user friendly interface ticketing platform
What do you dislike about the product?
Maybe one negatively point is the price of their licenses.
What problems is the product solving and how is that benefiting you?
Incoming faxes
Plug & play at its best
What do you like best about the product?
Was up & running in a couple of days. We use the ticketing, bot and freshchat.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity.
What do you dislike about the product?
Some of the integrations are the documentation around it are very painful and keep requiring intervention from our tech team - The solutions team specifically wrt the mailbox integration seemed pretty clueless.
What problems is the product solving and how is that benefiting you?
Reducing response time.
Reducing resolution time
Tracking custromer flow issues by vintage and roadmapping for development to tech.
Query deflection by bot has improved.
Monitoring agent productivity.
Reducing resolution time
Tracking custromer flow issues by vintage and roadmapping for development to tech.
Query deflection by bot has improved.
Monitoring agent productivity.
Freshdesk - simplifying our Customer Services
What do you like best about the product?
Freshdesk unites our emails, tickets, calls and chats in one easy to access system. We use this system throughout our work day and I cannot fault it one bit. The support we receive from the customer support team is top notch, and we are currently looking at integrating chat with our in-house systems. I can't wait.
What do you dislike about the product?
The main bug bear for me is the consistency in terminology. A type in tickets is a tag in calls, but a tag in tickets is different. A group in freshdesk is a team in freshcaller. Can make it confusing to explain to other people what to do.
What problems is the product solving and how is that benefiting you?
Reporting - we can now easily see the types of queries that we are getting and monitor how changes affect our customers
Ease of use - having all our communications through one platform makes config easier to handle
Ease of use - having all our communications through one platform makes config easier to handle
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