Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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Freshdesk: Platform which manages customer queries
What do you like best about the product?
It is easy to use as it provides user friendly interface, Our Customer Support team also integrates our application with Freshdesk. It track and manages incoming tickets comes from multiple channels. It effectively organizes customer queries and reduced response time. Automate tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call & social media in one place. Provides insight support to improve support quality
What do you dislike about the product?
We can only use it on laptop or Pc not able to use it in mobile phones. On using daily basis it is easy but the deep customization is not an easy price. Some advanced features includes high price to pay.
What problems is the product solving and how is that benefiting you?
It saves time to reduce manual work. It helps to manage customer queries from different channels such as email, chat & call. It automates the repetitive tasks such as follow up, routing & reminders. It helps the Tickets to organize so that we not mis anything.
Freshdesk
What do you like best about the product?
Freshdesk is easy to use and it will save time to collect support information .it make issue to implementation in any organisation.it can alsoitergrate with any other calling software which can help in reporting and analysis to track performance and enhance the support quality of our organisation.
What do you dislike about the product?
some adance features are only avaliable on subscription of fresh desk which leads to lower users of freshdesk. some it is difficult to handle its downtime in organisation who provided 24/7 support to our customers. this leads to customers losses to our organigation.
What problems is the product solving and how is that benefiting you?
Mostly fresh desk collect customer information and provide support to our customer with ticketing tools . its also provide records of providing support to our customers by mailing on fresh desk . overall it sbest ticketing tool in telecommunications industry.
Good experience for ticket support and resolution
What do you like best about the product?
I have good and smooth experience on fresh desk, as it is easy to raise queries and concern, view your ticket on this platform.
I am happy to share company should engage with them for support queries on this.
I am happy to share company should engage with them for support queries on this.
What do you dislike about the product?
Little bit slow, and ticket closed, take time to reopen if needs to
What problems is the product solving and how is that benefiting you?
Ticket raising and queries resolving platform between two parties
User-Friendly Helpdesk with Great Automation Features
What do you like best about the product?
Clean interface, easy for both agents and Admins to use. Ticket automation rules save lot of manual efforts. Strong Multichannel support and Integration capability. Affordable pricing compared to other enterprising solutions.
What do you dislike about the product?
Mobile App can be laggy and lacks some desktop features. Integrations are good but sometimes limited for niche tools.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy to manage the customer support operations, especially for growing businesses like us.
Freshdesk is a solid choice for businesses seeking a comprehensive and user-freindly
What do you like best about the product?
Easy to use .
support multi-channel
easy to integrate with a custom widget.
support multi-channel
easy to integrate with a custom widget.
What do you dislike about the product?
Limitation as report, we can't do customize the report
What problems is the product solving and how is that benefiting you?
as integrated with calling channel , its help to easy to comunicate with customer with respected ticket. solve the customer problems
Review on Freshchat.
What do you like best about the product?
Always helps in quick export of reports.
What do you dislike about the product?
Sometimes lags but otherwise it's good to
What problems is the product solving and how is that benefiting you?
Solves SLA issues and manual tracking.
Review of Freshdesk as a Author Support Solution in Publishing Industry
What do you like best about the product?
Freshdesk provides a very intuitive and user-friendly interface, making it easy for both agents and customers to navigate. The automation features, such as ticket assignment and workflow management, save significant time and reduce manual effort. I also appreciate the seamless integration options with other tools, which enhance overall efficiency. The setup process is straightforward, with an intuitive interface that requires minimal technical expertise. Most features work out of the box, and the guided onboarding helps teams get started quickly. We use Freshdesk daily in Wiley journals to manage author and editorial queries efficiently. It helps us streamline communication, track tickets across different teams, and maintain consistent response times.
The platform brings all customer interactions—whether through email, chat, social media, or phone—into a single dashboard, making communication seamless. With customizable workflows and robust reporting tools, businesses can easily track performance, monitor SLAs, and gain valuable insights into customer satisfaction.
The platform brings all customer interactions—whether through email, chat, social media, or phone—into a single dashboard, making communication seamless. With customizable workflows and robust reporting tools, businesses can easily track performance, monitor SLAs, and gain valuable insights into customer satisfaction.
What do you dislike about the product?
While Freshdesk is overall very effective, some advanced features are only available in higher-tier plans, which can be limiting for smaller teams. The reporting tools, although detailed, could be more customizable. At times, the system performance can slow down when handling a large volume of tickets. There is a learning curve for mastering automation and workflow customization, and the mobile app does not offer the same level of functionality as the desktop version. Some users have also noted that integrations can be tricky to set up and that Freshdesk’s own customer support response times could be improved. However, implementing more advanced features such as automation, custom workflows, or integrations with third-party tools may require additional time and some technical knowledge.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us streamline and centralize all author and editorial queries at Wiley journals. Instead of managing multiple email threads, all communication is tracked in one place, making it easier to assign, prioritize, and resolve tickets efficiently. The automation and reporting tools save valuable time, reduce manual work, and ensure timely responses, which directly improves the experience for authors and editors. Overall, it enhances collaboration across teams and helps maintain consistency and accountability in our support process.
A Simple, Reliable, and Scalable Helpdesk Solution
What do you like best about the product?
The clean and intuitive interface is what I appreciate most. Even new team members can quickly pick it up, and the automation options save us hours every week. Freshdesk also keeps everything in one place — tickets, knowledge base, and reporting — so we don’t have to jump between tools.
What do you dislike about the product?
Sometimes advanced customization requires a bit more time or technical know-how than expected. That said, the support team and community resources are very helpful whenever we get stuck.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us centralize all customer communication, which used to be scattered across email inboxes and chats. Now every request is tracked, assigned, and resolved in one system, so nothing slips through the cracks. It has also improved team collaboration — agents can see the full ticket history and jump in without confusion. On top of that, automation takes care of repetitive tasks, saving us time and reducing errors. The biggest benefit is that our customers get faster, more consistent support, while our team feels less stressed and more in control.
Review for freshdesk
What do you like best about the product?
we can easily use this tool for email, chat, calling, etc.
if there is any issue in our product then we can easily create a ticket and raise the issue.
we can do reply in this ticket. in ticket we can set type, status, priority, etc.
we can easily search the ticket. we can integrate the third party tool.
this is cloud bases so we can easily access it from browser.
our team daily bases use this tool.
if there is any issue in our product then we can easily create a ticket and raise the issue.
we can do reply in this ticket. in ticket we can set type, status, priority, etc.
we can easily search the ticket. we can integrate the third party tool.
this is cloud bases so we can easily access it from browser.
our team daily bases use this tool.
What do you dislike about the product?
if we want more feature then we have to buy plans which is affect on our cost.
What problems is the product solving and how is that benefiting you?
Freshdesk have multi support like email, chat, calling so all options are in the one place so we dont need to use multiple tools and due to this we can save our time, easily manage our work and this tool is provide ticket feature so we can easily create a ticket and track it.
My Honest take about Freshdesk App
What do you like best about the product?
The freshdesk app is lifesaver for staying on top of tickets while i'm out and about. Those real-time pings and super simple dashboard let me handle emails, chats and eveything else without missing a beat, keeping my team humming even on the road.
What do you dislike about the product?
The mobile side skimps on desktop bells like fancy reports and full tweaks, plus those random white screens and sync glitch during busy times hits hard when things get slammed.
What problems is the product solving and how is that benefiting you?
It speeds up ticket fixes with AI-Powered automation for routing, resolving issues, cutting agent workload. plus, It empowers customers with self-service knowledge bases and portals to fix problems.
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