Freshdesk
Freshworks Inc.External reviews
3,438 reviews
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External reviews are not included in the AWS star rating for the product.
A smart, fast and simple way to answer the customer's requests
What do you like best about the product?
I like the functionality that allow us to memorize automatic responses that can be used fast and easy
What do you dislike about the product?
Cannot say, at the moment I am fully satisfied
What problems is the product solving and how is that benefiting you?
Answering standard questions with saved templates
Transforming Customer Support with Intuitive Features
What do you like best about the product?
Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall.
What do you dislike about the product?
Moving forward, our focus will be on enhancing reporting and analytics through integration with a third-party BI tool for deeper insights and real-time monitoring which is not upto the mark as of now and this is our pain point
What problems is the product solving and how is that benefiting you?
Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall.
Efficient ticketing tool
What do you like best about the product?
Freshdesk helps us manage and address our client's concerns faster.
What do you dislike about the product?
None that I know of. Haven't had any problem so far.
What problems is the product solving and how is that benefiting you?
It helps us communicate wtih clients faster and efficiently
Ease of use and system integration
What do you like best about the product?
I enjoy using FreshDesk mainly because of the ease of use and integrations into our other SaaS platforms.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen.
What do you dislike about the product?
Support.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone.
What problems is the product solving and how is that benefiting you?
Linking business and admins using a robust helpdesk platform. Works really well.
Best Ticketing system
What do you like best about the product?
made it simpler to view all support enquiries in an unified form.
What do you dislike about the product?
Cannot run multiple automations on a specific ticket.
What problems is the product solving and how is that benefiting you?
able to prevent two agents from responding to the same email.
Excelent Customer Interaction Tool
What do you like best about the product?
Freshdesk is capable of offering a bundle of services in one package, ie. Email tickets, social media, chat, and you can also integrate it with your dialer and CRM. Freddy AI has proven highly effective in composing and drafting email responses, streamlining communication, and improving response quality. This actually reduces the manual work of agents.
Apart from that, the analytics dashboard and report, very easy to understand the ticketing resolution process. Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
Apart from that, the analytics dashboard and report, very easy to understand the ticketing resolution process. Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
What do you dislike about the product?
Prices are pretty high while opting the advanced services for smaller firms or businesses. Often have issues with the performance of Freshdesk.
What problems is the product solving and how is that benefiting you?
automation and auto response
Enhanced ticketing
What do you like best about the product?
Assigning tickets to streamline the work flow has never been easier with any other platform compared to freshdesk
What do you dislike about the product?
Price could be a bit lower to accommodate more agents
What problems is the product solving and how is that benefiting you?
Ticket management and agent assigning
Great automations and Customer portal
What do you like best about the product?
Workflow automation is super easy to set up and configure. Can get a bit tricky if its not managed from the beginning as it can blow up quite easily once your service portal is updated.
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
What do you dislike about the product?
Would be nice to see the Freshservice name pop up a lot more and compete more with ServiceNow integrations. Most of the integrations with FS are manual and have required additional dev work. Customer support like all service providers can be difficult to navigate even though you are clear with what you are asking.
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
What problems is the product solving and how is that benefiting you?
Ticket management
Efficient and Simple
What do you like best about the product?
The ease of use, easy to implement and ticket automations
What do you dislike about the product?
There's nothing to dislike. But if I were to be picky, it will have to be the knowledge base feature. It is quite basic. However, it is still adequate for most organisations.
What problems is the product solving and how is that benefiting you?
Agents can easily pick up tickets from Freshdesk. With the reporting metrics available, it gives us great visibility on the helpdesk's performance as a whole and also individual agent performance as well.
Their Self Explanatory Products allows anyone with basic knowledge and implement the system
What do you like best about the product?
Support, Product Features, Uptime and Availability
What do you dislike about the product?
Nothing as such. They might have to compare other products and implement them
What problems is the product solving and how is that benefiting you?
Their Better Reporting and Automation tools helped us to do faster deployments.
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