Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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External reviews are not included in the AWS star rating for the product.
Easy and very intuitive support desk for smaller teams
What do you like best about the product?
It is very easy to use, yet it is possibile to configure a lot. We are using the portal and the forward e-mail adress for example. Users very rapidly adapt to the use of a ticketing system. They are happy to check their status of the their tickets their the portal which is easiy managable through our sharepoint environment.
What do you dislike about the product?
It is hard to communicate with other ticketing systems. Tickets get created and are hard to follow up.
What problems is the product solving and how is that benefiting you?
Efficiency - don't have to check teams messages, mails, etc to see if someone has a problem
Structure - i can see the work of my colleague
Collaboration - we can use freshdesk to work together
Structure - i can see the work of my colleague
Collaboration - we can use freshdesk to work together
Seamless Customer Support Management with Freshdesk
What do you like best about the product?
I have been using Freshdesk for over year now, and it has truly transformed the way our business handles customer support. One of the standout features of Freshdesk is its user-friendly interface. Navigating through the platform is a breeze, and setting up our support system was surprisingly straightforward.
Ease of Use (5/5):
Freshdesk's intuitive design makes it easy for even non-technical users to get started. The dashboard is well-organized, and the menu options are logically laid out. Creating and managing tickets is a seamless process, and the automation features have significantly reduced our workload. It's a robust solution that doesn't sacrifice simplicity.
Support Excellence (5/5):
What truly sets Freshdesk apart is its outstanding customer support. We've encountered a few minor issues during the initial setup, and every time the Freshdesk support team has been quick to respond and incredibly helpful. Their support representatives are not only knowledgeable but also friendly and patient. They guided us through each step, ensuring that our concerns were addressed promptly. It's clear that they prioritize customer satisfaction, and their dedication to resolving issues is commendable.
Overall Impression (5/5):
Freshdesk has exceeded our expectations in terms of functionality and support. The combination of a user-friendly platform and exceptional customer service makes it a top-notch choice for businesses looking to streamline their support processes. I highly recommend Freshdesk to anyone in need of a reliable, efficient, and user-friendly customer support solution.
Ease of Use (5/5):
Freshdesk's intuitive design makes it easy for even non-technical users to get started. The dashboard is well-organized, and the menu options are logically laid out. Creating and managing tickets is a seamless process, and the automation features have significantly reduced our workload. It's a robust solution that doesn't sacrifice simplicity.
Support Excellence (5/5):
What truly sets Freshdesk apart is its outstanding customer support. We've encountered a few minor issues during the initial setup, and every time the Freshdesk support team has been quick to respond and incredibly helpful. Their support representatives are not only knowledgeable but also friendly and patient. They guided us through each step, ensuring that our concerns were addressed promptly. It's clear that they prioritize customer satisfaction, and their dedication to resolving issues is commendable.
Overall Impression (5/5):
Freshdesk has exceeded our expectations in terms of functionality and support. The combination of a user-friendly platform and exceptional customer service makes it a top-notch choice for businesses looking to streamline their support processes. I highly recommend Freshdesk to anyone in need of a reliable, efficient, and user-friendly customer support solution.
What do you dislike about the product?
To be honsest, I can't really fault the program
What problems is the product solving and how is that benefiting you?
Freshdesk addresses several common problems associated with customer support and ticket management, providing numerous benefits to businesses. Here are some key problems that Freshdesk helps solve and the corresponding benefits:
Centralized Ticketing System
Automation and Workflow Efficiency
Self-Service Options
Data Analytics and Reporting
Centralized Ticketing System
Automation and Workflow Efficiency
Self-Service Options
Data Analytics and Reporting
A good value for money ticketing solution
What do you like best about the product?
It's intuitive, easy to use and their support team are very timely in their responses
What do you dislike about the product?
There's not much to be fair; some of the UI/UX i dont love.
What problems is the product solving and how is that benefiting you?
It's a great, easy to use ticketing solution. We are just now looking into it's other features and products; chatbot, data analysis etc.
A vital support platform that allowed us to offer scalable support with a small team.
What do you like best about the product?
The best thing about Freshdesk is the immense amount of features and integrations, that make customer support smooth and scalable for us, which is a huge plus for our small team supporting thousands of active users. It ensures our operations run seamlessly and we can provide quick assistance. The platform has tons of features and is also surprisingly easy to use - if you don't want something, it's hidden away and doesn't impact the workflow.
What do you dislike about the product?
We've been with freshdesk for almost a decade now and they've gone through 3 versions of pricing tiers - and everytime it was a little annoying to figure out where we were, what features were allowed and adjust.
What problems is the product solving and how is that benefiting you?
Freshdesk is effectively addressing our challenges of working in small team and catering to a substantial user base across three products. The platform's automations, workflows, and role assignments have proven instrumental in streamlining our operations. This enhances our ability to provide timely and personalized support. Integrations and the dozens of available automations help us reduce response times.
My favorite helpdesk software for the last 10+ years
What do you like best about the product?
I have tried a number of tools and I always come back to Freshdesk. It consistently gets the job done well, is continually improving with useful and intuitive features, and it runs like a machine no matter the volume of activity.
What do you dislike about the product?
There really isn't much to dislike about it. I suppose there could be some UI improvements, but I really have zero complaints.
What problems is the product solving and how is that benefiting you?
Great collaboration functions across multiple agents with the ability to provide support escalations and routing rules across a complex client base.
Freshdesk is a great customer support solution for businesses of all sizes
What do you like best about the product?
User-Friendly Interface
Multi-Channel Support
Automation and Ticketing
Integration Capabilities
Reporting and Analytics
Customer support
Comprehensive functionality
Multi-Channel Support
Automation and Ticketing
Integration Capabilities
Reporting and Analytics
Customer support
Comprehensive functionality
What do you dislike about the product?
Integration Challenges: While Freshdesk offers a variety of integrations, we encounter challenges when trying to integrate with specific third-party applications or systems that are crucial to their workflow.
What problems is the product solving and how is that benefiting you?
Overall, Freshdesk is a comprehensive customer support solution that can help businesses to solve a number of problems and achieve their business goals.
Team productivity and Easy Tracker
What do you like best about the product?
Easy tracking of tickets
In one click, we can identify the productivity of agents/resources.
Tracking hours spent on ticket.
In one click, we can identify the productivity of agents/resources.
Tracking hours spent on ticket.
What do you dislike about the product?
Identifying duplicate tags in one click, sometimes ticket categorization did not happen correctly.
Auto assignment of tickets based on bandwidth or previously assigned count of tickets.
Auto assignment of tickets based on bandwidth or previously assigned count of tickets.
What problems is the product solving and how is that benefiting you?
It is helping to focus all customer related tasks on one platform, before Freshdesk, we were checking every email and were not sure how to figure out pending work.
FD allows us to track the customer journey and happiness count via ticket and getting review from customer.
FD allows us to track the customer journey and happiness count via ticket and getting review from customer.
User-friendly
What do you like best about the product?
The UI and the features are great and easy to use.
What do you dislike about the product?
The scenario automation can still be improved.
What problems is the product solving and how is that benefiting you?
Infrastructure Modernization-related concerns
Freshdesk review
What do you like best about the product?
User friendly, well structured, informative
What do you dislike about the product?
Sometimes it's slow, and takes time to recover
What problems is the product solving and how is that benefiting you?
To communicate with clients
Robust and Easy HelpDesk
What do you like best about the product?
The short learning curve allows you to customize workflows according to the processes to be implemented. The interface is simple and easy to use, it is not overloaded and the data is within reach.
What do you dislike about the product?
That there are some views that cannot be deactivated for certain users, even if they do not have permissions. The limit of direct historical files since they separate the data from one point.
What problems is the product solving and how is that benefiting you?
Centralize and manage information from multiple sources in a single workflow, control and response. Information is organized and cataloged for better monitoring and evidence. Loose ends of case management through independent channels are eliminated since procedures are channeled and managed based on guidelines.
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