My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations.
For the industry that I'm working in, Freshdesk is used primarily for help in education and related tasks.
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.
E-commerce business unit director
What do you like best about the product?
What I like best about Freshdesk is its intuitive and user-friendly interface, which made onboarding our team remarkably smooth. The platform’s automation capabilities have significantly streamlined our support processes, allowing us to respond to customer inquiries faster and more efficiently. I also appreciate the comprehensive reporting tools, which give us valuable insights into our team’s performance and customer satisfaction. Overall, Freshdesk has helped us deliver a higher level of service to our clients while optimizing our internal workflows.
What do you dislike about the product?
One aspect I dislike about Freshdesk is that some advanced customization options can be a bit limited or require additional integrations, which sometimes slows down the implementation of more complex workflows. Additionally, while the platform is generally intuitive, certain features—such as detailed reporting or automation rules—could be more flexible and user-friendly. Occasionally, we have also experienced minor delays with customer support response times when addressing technical issues. However, these challenges have not outweighed the overall benefits Freshdesk has brought to our organization.
What problems is the product solving and how is that benefiting you?
We chose Freshdesk over its competitors primarily due to its user-friendly interface, robust automation features, and seamless integration capabilities. Previously, our communication with the client was handled exclusively via email, which often led to delays and inefficiencies.
Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.
Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.
Best Integration For the Company
What do you like best about the product?
The AI integration has significantly improved resolution numbers and times. Freddy is super helpful as well, no need for Grammarly.
What do you dislike about the product?
Shortcuts are not very user-friendly. Could be a little better.
What problems is the product solving and how is that benefiting you?
Solves the issue of slow response times and inaccurate data collection.
easy to implement, easy to use.
What do you like best about the product?
Easy integration & implementation with pop e-mail account, dashboard with info on ticket statuses, very intuitive too.
What do you dislike about the product?
Editing the dashboard is not an option, we like to hide some of the info cards in the default one, and add some others that would fit our needs.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
What problems is the product solving and how is that benefiting you?
we keep track of our support tickets and have a nice overview.
Fair pricing and does the job
What do you like best about the product?
Pricing for emails is decent I would say and easy to track the workers
What do you dislike about the product?
It's hard to simply test freddy AI without any direct costs before you even know if it's usefull for the company
What problems is the product solving and how is that benefiting you?
They make sure we can reply on customers emails and solve it
Freshdesk
What do you like best about the product?
The ability to automate several tasks which has allowed us to free up agents for that great customer service feel.
What do you dislike about the product?
I would be nice if you did not have to open/edit reports to set new searches. Especially if it is something as simple as changing a date range.
What problems is the product solving and how is that benefiting you?
Freeing up agent time for needed task, quick automatic agent filtering and customer service
A Well-Rounded Helpdesk Platform for Growing Team
What do you like best about the product?
What I like best about Freshdesk is its clean interface, smart automation, and multichannel support. It streamlines ticket handling and improves team collaboration without overwhelming users.
What do you dislike about the product?
Freshdesk can lag during peak hours, and some advanced features are locked behind higher-tier plans. The mobile app also feels limited compared to the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer inquiries from multiple channels, automate ticket routing, and track resolution times. This has improved our response speed, reduced missed tickets, and increased customer satisfaction.
Freshworks is a key player for managing our support
What do you like best about the product?
Managing tickets, automating ticket distribution defining the response and resolution goals, and ensuring the quality of support
What do you dislike about the product?
There are no downsides, but I think a quick assistance option should be there for their recently released AI agent feature
What problems is the product solving and how is that benefiting you?
Managing multiple tickets, and ticket history of every client contact, easy resolution, quick adaptability by the new joinees
Easy, convenient and fast
What do you like best about the product?
I've used freshdesk for almost 2 years at the time i was in the role of a customer experience associate as a customer support officer and from there i was promoted to a Lead and one of the things i liked about it is the ability to provide accurate analytics and reports which are very handy when it comes to intepreting data, metrics, and other key information required in reports,
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
What do you dislike about the product?
One thing that i found very limiting is that it doesn't support all the social media channels, including X, due to their API and DPP, also whatsapp- Gupush
What problems is the product solving and how is that benefiting you?
Having the possibility to have access on so many different channels on one platform and being able to track all of them , this is something that changed everything
I think its best for support function . very easy to use.
What do you like best about the product?
I think its best for support function . very easy to use.
What do you dislike about the product?
I think need some more AI tools for automation
What problems is the product solving and how is that benefiting you?
Customer issue rasied process good feacture
Support for multiple languages and comprehensive customer assistance enhances overall efficiency
What is our primary use case?
What is most valuable?
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
With the existing capabilities in Freshdesk, they assist in manual assistance by streamlining communication and providing essential tools for support.
I have used the self-service portal for customers, and it has significantly helped in managing customer queries and reducing the workload.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
What needs improvement?
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
For how long have I used the solution?
I have had three years of experience with Freshdesk.
What do I think about the stability of the solution?
Freshdesk is stable solution and easy to use
What do I think about the scalability of the solution?
Freshdesk is most definitely scalable and can be used company wide in various departments.
How are customer service and support?
They offer customer support, and I would rate them a nine on a scale of one to ten, as their service meets our expectations.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Did not have a solution before Freshdesk.
How was the initial setup?
It took us about three weeks to deploy Freshdesk, which was manageable with our team's schedule.
I would rate this product setup as very good, as it suits our needs well.
What about the implementation team?
With just myself facilitating the help, the experience was collaborative but primarily my responsibility.
Third parties, such as consultants, were not involved in my deployment process.
What was our ROI?
As the call center manager, I have been closely involved in all aspects of using Freshdesk.
Currently, it requires some maintenance from me, but it is not overwhelming, and it is a manageable part of my responsibilities.
What's my experience with pricing, setup cost, and licensing?
Affordable with little cost to set up
Which other solutions did I evaluate?
Yes, such as zendesk, salesforce etc but found freshdesk most suitable in terms of use and pricing
What other advice do I have?
My feedback can be shared with or without attribution.
I look forward to receiving the link, which I will be able to edit later.
I confirm that my company is just a customer with Freshworks and not resellers.
My review rating for Freshdesk is nine out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
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