Freshdesk
Freshworks Inc.External reviews
3,438 reviews
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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
Has been a great tool to manage and control the quantity of tickets and SLA performance of agents
What do you like best about the product?
The layout and ease of use, as well and the control over the SLA and Templates to use to keep more efficient and formal all our replies
What do you dislike about the product?
That cannot Mix more emails and names in the accounts of customers also the lack of formats when you reply tickets
What problems is the product solving and how is that benefiting you?
keeps all the info toghether and easy to follow the cases as well that alow us to have templates to help the agents
Saved us during Covid
What do you like best about the product?
Easy to configure. All in one software for phone, chat, and tickets. All cloud based. Excellent support and dev staff. Quick support. Easy to build out and quickly integrate with other systems. Our ticket volume increased by 800% during covid and Freshdesk allowed us to handle all of those tickets on a daily baises. They offer an app store that integrates easily with other providers such as AI solutions.
What do you dislike about the product?
Being easy to configure, sometimes it has limited changes that can be made. Sometimes reporting can be limited
What problems is the product solving and how is that benefiting you?
We were using a shared inbox that wasn't effective at supporting our customers. We also had no ability to work remote and freshdesk solved both of those issues
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