Freshdesk
Freshworks Inc.External reviews
3,442 reviews
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External reviews are not included in the AWS star rating for the product.
CRM With many functions enable to use
What do you like best about the product?
Easy to mange and enable new capabilities
What do you dislike about the product?
Sometimes the portal not permit to use all resources available.
What problems is the product solving and how is that benefiting you?
Easy solutions to automate flow and interactions with clients.
What an amazing product!
What do you like best about the product?
I love how integrated everything is. We make use of the omnichannel platform which gives us access to Freshdesk, Freshcaller, Freshchat and even Freshsales. Freshworks has everything covered, from automation to canned responses to chats with custom flows. Freshworks makes it easy to work and have a productive work environment.
What do you dislike about the product?
Not much to add, apart from the fact that you cannot tag specific agents on a chat conversation using the omnichannel platform. This can be done is freshdesk and you can leave private notes in chats, so not a train smash.
What problems is the product solving and how is that benefiting you?
Having the ability to @ agents in a live chat conversation. Multiple improvements on freddy AI
Easy to use
What do you like best about the product?
Freshdesk is beginner and user-friendly, and it has great customization available depending on the plan you are in. Pretty much easy to navigate. The built-in Analytics is quite helpful for reporting and understanding trends. There are also free apps that can be installed within Freshdesk.
What do you dislike about the product?
Integrated Twilio SMS window and font size is too small, making it challenging and prone to error when typing.
What problems is the product solving and how is that benefiting you?
Customer service / communication management -- Freshdesk makes it easy to communicate to customers via multiple channels - email, call, SMS, chat. The flexibility it offers in terms of customization has been helpful specially in Analytics.
SD
What do you like best about the product?
Easy Integration on the website , saves time
What do you dislike about the product?
Api rate limit is less , should provide unlimited to premium customer
What problems is the product solving and how is that benefiting you?
Prviding plateform for support
Good
What do you like best about the product?
More reliable, more features, loved the product
What do you dislike about the product?
NA, I don't have any disadvantage to list right now.
What problems is the product solving and how is that benefiting you?
Time management,data reporting and analysis
Easy Access, Cost Effective
What do you like best about the product?
It can be easily integrated with other applications like Custify, The UI is friendly
What do you dislike about the product?
Few product enhancements are required and bugs in analytics have to be fixed on a priority
What problems is the product solving and how is that benefiting you?
We are able to track the productivty and other key metrics
Great product for customer service
What do you like best about the product?
The interface, for users is neat and user friendly—simple enough for newcomers and seasoned team members to grasp promptly without hassle. Despite its straightforwardness; it doesn't skimp, on functionalities that streamline the process of handling customer support inquiries. The Customer support team is genuinely eager to assist us with our concerns.
One thing that really impresses me is the analytics and reporting options offered by Freshdesk. They provide reports that help us monitor performance across different areas such, as response times, ticket resolution rates customer satisfaction and more.
The setup process was just as easy to handle! Freshdesk provides a user interface that made it a breeze for us to start using it away without requiring much training or assistance.Thanks, to this user feature we experienced downtime and our team could stay productive throughout the transition, to the new system.
We find Freshdesk incredibly beneficial as we seamlessly incorporate it into our operations without any hitches or obstacles at all times It plays a role, in our work process and is indispensable, for overseeing customer inquiries efficiently tracking tickets and maintaining seamless communication through different platforms Be it addressing support requests via email live chat or social media Freshdesk consolidates everything in a single platform simplifying the task of organization and prompt responsiveness
Freshdesks seamless integration process and user friendly interface have made it an essential tool for us to provide top notch customer support on a basis, with ease and efficiency.
One thing that really impresses me is the analytics and reporting options offered by Freshdesk. They provide reports that help us monitor performance across different areas such, as response times, ticket resolution rates customer satisfaction and more.
The setup process was just as easy to handle! Freshdesk provides a user interface that made it a breeze for us to start using it away without requiring much training or assistance.Thanks, to this user feature we experienced downtime and our team could stay productive throughout the transition, to the new system.
We find Freshdesk incredibly beneficial as we seamlessly incorporate it into our operations without any hitches or obstacles at all times It plays a role, in our work process and is indispensable, for overseeing customer inquiries efficiently tracking tickets and maintaining seamless communication through different platforms Be it addressing support requests via email live chat or social media Freshdesk consolidates everything in a single platform simplifying the task of organization and prompt responsiveness
Freshdesks seamless integration process and user friendly interface have made it an essential tool for us to provide top notch customer support on a basis, with ease and efficiency.
What do you dislike about the product?
Platform can regularly be on the slower side, particularly when dealing with high ticket or multiple number of workflows. This can caused a reduction in the general efficiency of the support process at some times.
There is also a place where it could be improved, for example, the settings depth of some aspects, for example, ticket fields.
However, the Freshdesk integration is rich, and some of its larger components might need additional setup or tech skills, which may be inconvenient for the teams without specific IT assistance or you have to pay additional fees for integration.
There is also a place where it could be improved, for example, the settings depth of some aspects, for example, ticket fields.
However, the Freshdesk integration is rich, and some of its larger components might need additional setup or tech skills, which may be inconvenient for the teams without specific IT assistance or you have to pay additional fees for integration.
What problems is the product solving and how is that benefiting you?
We have also been using Freshdesk to monitor and sort a high number of emails well. Email support has been simplified with the help of the platform, so there are no more cases when some emails can be missed, as well as our customers will be able to receive answers immediately.
Also, Freshdesk helped to create surveys quickly: we could regularly receive feedback from our customers. It has been instrumental in addressing their needs and as well as make right adjustments and changes to our service delivery systems.
It has also been the case that Freshdesk offers strong analytics that have also I found to have made a vast difference. This allowed us to monitor performance and look at patterns through metrics which we were granted the ability to track and visualize. It also means that we can really see what is going within our support operations and make a more proactive and real-time adjustments to our customer support strategies. In general, Freshdesk has increased our productivity in the way we handle customer relations significantly.
Also, Freshdesk helped to create surveys quickly: we could regularly receive feedback from our customers. It has been instrumental in addressing their needs and as well as make right adjustments and changes to our service delivery systems.
It has also been the case that Freshdesk offers strong analytics that have also I found to have made a vast difference. This allowed us to monitor performance and look at patterns through metrics which we were granted the ability to track and visualize. It also means that we can really see what is going within our support operations and make a more proactive and real-time adjustments to our customer support strategies. In general, Freshdesk has increased our productivity in the way we handle customer relations significantly.
Cost effective CRM product with good features
What do you like best about the product?
The Integration was seamless with good number of features. We have been using Freshdesk for 3 years now for our customer support team and it has been a good experience.
What do you dislike about the product?
Few basic use cases expected out of CRM product are missing and feature request takes ages for them to implement.
What problems is the product solving and how is that benefiting you?
The conversation with customer is ticketed seamlessly
Great support software
What do you like best about the product?
Great ease of setup and use, no need to have a support email
What do you dislike about the product?
The free tier only offers 2 users compared to 5 by hubspot
What problems is the product solving and how is that benefiting you?
Having a ticketing software that is free and easy to use
Powerful Customer Support Solution with Room for Improvement
What do you like best about the product?
One of the standout features of Freshdesk is its intuitive and user-friendly interface. It is easy to navigate, and the ticketing system is efficient, making it simple to manage and prioritize customer queries. The automation features are incredibly useful, helping reduce manual tasks by routing tickets automatically based on certain rules. Collaborative capabilities, such as assigning tickets to different agents and tracking progress, foster effective teamwork.
What do you dislike about the product?
While Freshdesk offers many robust features, reporting customization can be somewhat limited. The default reports are helpful, but creating highly tailored reports requires either advanced technical know-how or upgrading to more expensive tiers. Additionally, response time when using the platform can sometimes lag, especially when dealing with a large volume of tickets or when generating detailed reports. The mobile app also lacks some of the desktop version’s advanced functionalities, which can limit productivity for on-the-go support agents.
What problems is the product solving and how is that benefiting you?
Freshdesk solves several key challenges in software support, making it easy to track and prioritize tickets. This helps ensure no request is missed, improving organization and accountability.
The knowledge base allow customers to find answers independently, reducing ticket volume and freeing up agents to handle more complex queries.
The knowledge base allow customers to find answers independently, reducing ticket volume and freeing up agents to handle more complex queries.
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