Freshdesk
Freshworks Inc.External reviews
3,426 reviews
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External reviews are not included in the AWS star rating for the product.
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
Multitasking
What do you like best about the product?
The multi function which makes u gather all ur needs in the same place
What do you dislike about the product?
The interface could be more easier to have more accessible
What problems is the product solving and how is that benefiting you?
Complain management
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.
A good ticketing and help desk software
What do you like best about the product?
I really appreciate how prompt Freshdesk's customer support is. They are quick to get back to you and provide you with answers to any issues that you have.
What do you dislike about the product?
While there are a lot of great features, to get things set up feels like a bit of goose chase. The features are not always clear where you can or can not find them. Setting up integrations is also a little bit challenging.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to answer our customers questions from multiple channels.
Very near to the perfectly designed CRM Tool
What do you like best about the product?
Their wonderful features, ease of use, support and analytics
What do you dislike about the product?
Limitations in the reporting section - I cannot create my own report with X no of parameters, there are some restrictions
What problems is the product solving and how is that benefiting you?
On the previous tool, we couldn't track the metrics which we wanted to. Post moving to Freshdesk, we have a clear view of all the metrics and data and it's much more than that too!!
A CRM Feautre Rick Product with Great Value and Cost Effective
What do you like best about the product?
The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications.
What do you dislike about the product?
One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button.
What problems is the product solving and how is that benefiting you?
We were looking for implementing a Customer Service Helpdesk portal that covers the user manuals and a ticketing system that helps customers raise their requests.
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