Freshdesk
Freshworks Inc.External reviews
3,438 reviews
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Transforming Customer Support: How Freshdesk Streamlined Our Service Operations
What do you like best about the product?
Freshdesk has streamlined our customer support processes by centralizing ticket management, making it easier for our team to track, prioritize, and resolve issues efficiently. With insights into metrics like ticket volume, conversation count, and assignment distribution, we’ve been able to allocate resources more effectively and identify recurring issues for proactive solutions.
What do you dislike about the product?
The reporting features, though useful, can be somewhat limited in customization, making it challenging to get specific insights without additional configuration. Additionally, the interface can feel cluttered at times, especially when handling high ticket volumes, which can slow down navigation.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving several key challenges in our customer support workflow by providing a centralized platform for managing tickets, tracking conversations, and assigning tasks efficiently. By consolidating all customer inquiries into one place, it eliminates the need for our team to juggle multiple communication channels. This has led to faster response times and improved accountability, as tickets can be prioritized and assigned based on urgency and workload. Freshdesk’s automation tools also help us streamline repetitive tasks, like tagging and routing, freeing up our team to focus more on complex inquiries. Overall, these solutions have boosted our team’s productivity and contributed to higher customer satisfaction.
Easy to use, good reporting analytics
What do you like best about the product?
Easy to configure and automate
It helped us to to automate the self distribution of the tickets among different levels of support
It helped us to to automate the self distribution of the tickets among different levels of support
What do you dislike about the product?
It can be a bit more helpful if there would be more integrations available
What problems is the product solving and how is that benefiting you?
It is easy to automate and also with the mobile app it is easy to use and work on different tickets and reply back
A powerful tool designed to boost employee productivity and streamline their daily tasks.
What do you like best about the product?
Automations
Analytics
Number of Features
Analytics
Number of Features
What do you dislike about the product?
There are some quirks --example: anytime you add a new ticket field, tag, ect it does take longer than desired for you to be able to use feature.
Delay is also a little longer than desired when updating user roles.
Delay is also a little longer than desired when updating user roles.
What problems is the product solving and how is that benefiting you?
Tool that streamlines ticket management, enhances team collaboration, and provides full visibility into client tickets, ensuring better organization and efficiency across teams.
Freshdesk Review
What do you like best about the product?
Great ability to create tickets/automation between multiple teams.
What do you dislike about the product?
Wish we could save queries by URL so you could easily share between users. It's time consuming manually creating each query for each individual user.
What problems is the product solving and how is that benefiting you?
multi team visiblity into tickets/organization
Freshdesk Review from a Customer Service Manager perspective
What do you like best about the product?
It provides us flexibility in setting up our automations which resulted to a decrease in our ticket volume and manual work needed to answer tickets via Freshdesk
What do you dislike about the product?
We would like a little bit more flexibility with customizations especially in analytics and reporting to gives us more options how to extract data that is applicable to our set up.
What problems is the product solving and how is that benefiting you?
Merging tickets has been a big help to our volume since we can reduce redundant tickets and merge them into one. Another feature is their contact page support which helped decrease ticket volume for selected topics.
Good software
What do you like best about the product?
ease of use
Support
Productivity
Options
Support
Productivity
Options
What do you dislike about the product?
The analytics sometimes does not do thing
What problems is the product solving and how is that benefiting you?
Managing massive tickets
A User-Friendly Solution with Robust Features
What do you like best about the product?
Freshdesk is fully customizable platform, it provides solutions to any of our needs and services. Multiple product features, portals and unlimited number of emails to add.
What do you dislike about the product?
Slow loading times when viewing ticket filters, ticket merging system and customet support.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline all of our products communication (20+ products with 100+ emails) in one place. Product portal helps us to decrease ticket and it's fully customizable.
Using powerful Freshdesk API
What do you like best about the product?
Reporting and Analytics. Automatic ticket creation.
What do you dislike about the product?
Limit in API. Not so interactive UI. Lag.
What problems is the product solving and how is that benefiting you?
FD is a single tool that helps to track the inflow of tickets. Our stakeholders are using typeform to raise issues which is linked to Freshdesk. Also, We have piped all the alerts to FD which helps to track and closure of alerts.
Its been absolutely good. Much better than zenddesk!
What do you like best about the product?
Our coustom log in capability and Freddie!
What do you dislike about the product?
I would like tickets ways to organize the tickets better
What problems is the product solving and how is that benefiting you?
Its allowing is to keep coustomr requsts organized. That helps alot.
great tool for managing your support desk
What do you like best about the product?
ticket management, automation and collaboration capabilities are just a few of the highlights of freshdesk.
integration with other tools and easy interface makes it so easy to be part of the team.
integration with other tools and easy interface makes it so easy to be part of the team.
What do you dislike about the product?
i have observed no downsides in 4 years of using it
What problems is the product solving and how is that benefiting you?
reporting, increasing agent productivity, increased customer satisfaction,
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