Freshdesk
Freshworks Inc.External reviews
3,430 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient, Feature-Rich, and Easy to Use for Seamless Customer Support
What do you like best about the product?
The Freddy AI and its interface have been updated, making the product much easier to use and understand compared to the previous version. Additionally, more integration apps are now available in the Marketplace, enabling users to utilize the product more effectively.
The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.
The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.
What do you dislike about the product?
From our perspective, the product has improved significantly, with many new features being introduced. However, there is still room for improvement, particularly in responding to customer queries raised in the forum and through customer support.
One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.
One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.
What problems is the product solving and how is that benefiting you?
Freshdesk solves key issues like ticket management, automation, and team collaboration, streamlining workflows and improving response times. This leads to faster resolutions, reduced workload, and better overall customer satisfaction.
we the freshservice product. we use freddy AI, automation, approval processes, automated responses.
What do you like best about the product?
freddyAI and summarizing a ticket is helpful. approval processes are great as well.
What do you dislike about the product?
I do not like how hard it is to integrate with Azure Entra ID to help with auto provisioning of groups. or adding and removing users from groups.
What problems is the product solving and how is that benefiting you?
Approval process, ticket response time, reporting to see what agents are working on.
Easy to Set Up and Start Supporting Your Company
What do you like best about the product?
It is very intuitive and easy to set up and start supporting your company. If there is any confusion on how to do a certain set up in Freshdesk, ther support team has been very prompt in helping to get us to where we need to be.
What do you dislike about the product?
Remorting has not been as consistent as we have wanted. It sometime takes a little extra time to figure out exactly how to tweak settings to your report to display the correct information.
What problems is the product solving and how is that benefiting you?
Change Management and Helpdesk are our main uses for FreshDesk.
Freshdesk Review
What do you like best about the product?
Ticketing tool and automation of ticket creation from Freshchat
What do you dislike about the product?
NPS feature unavailability which is very important
What problems is the product solving and how is that benefiting you?
Automation ticket creation
Life changer !
What do you like best about the product?
it is user-friendly with high capabilities in terms of productivity management, it's flexible in terms of integration with other systems and it helps to set some automation which impacts the customer support and enhance the customer satisfaction.
What do you dislike about the product?
Some automation requires adding an extra app within the freshdesk.
What problems is the product solving and how is that benefiting you?
helps to manage the customer's issue within time and manage the team's productivity and in addition the visibility on report analysis
Sandeza doing Seamless integration with Freshworks Product
What do you like best about the product?
Freshdesk brings all customer interactions whether they're through email, chat, phone, or social media into a single, unified view. This makes it easy for support agents to track and respond to inquiries without jumping between multiple tools.
Freshdesk give straight forward documentation for Integration.
Freshdesk give straight forward documentation for Integration.
What do you dislike about the product?
We are unable to increase the Freshdesk CTI location widget width side
What problems is the product solving and how is that benefiting you?
Freshdesk is solving several key problems faced by businesses when it comes to customer support, and its solutions deliver significant benefits across teams and organizations.
Happy Freshdesk Transition
What do you like best about the product?
Automation, Customer Support and ease of use. Ease of Intergration.
What do you dislike about the product?
Reporting updates after every 30min. Please try to get this down to 15min.
What problems is the product solving and how is that benefiting you?
In dept reporting which allows me to pull in dept reports to share with our clients.
User friendly and quick speed allowing a faster response time to our customers.
User friendly and quick speed allowing a faster response time to our customers.
Transparency and accountability throughout organization
What do you like best about the product?
We did not have a ticketing system prior to Freshdesk. This system has created transparency and accountability throughout our organization allowing for a better staff and customer experience.
What do you dislike about the product?
Could use more automation and integration with our systems
What problems is the product solving and how is that benefiting you?
Call follow up and analyze. Insight in to call volume and why we are recieving certain calls.
Product utilisation
What do you like best about the product?
You can increase the agent occupancy and utilisation and create multiple automations
What do you dislike about the product?
Nothing as such but updgradation on the version would help
What problems is the product solving and how is that benefiting you?
Reduction in the ageing of tickets
Helping to improve productivity & performance
What do you like best about the product?
The analysis data on freshdesk helps me to provide analysis to my superiors regarding team performance
What do you dislike about the product?
Sometimes I have difficulty understanding how to make a dashboard according to my needs
What problems is the product solving and how is that benefiting you?
help me in handling customer tickets and also help me to analyze to improve team performance
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