Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
FreshDesk is user friendly and helps make time management much smoother
What do you like best about the product?
The ticket tracking and note section make looking up information a snap!
What do you dislike about the product?
There isn't anything I would change with this sytem.
What problems is the product solving and how is that benefiting you?
This system helps keep all communication in one place, and the notes section allows you to put notes concerning phone conversations or messages about an issue. This helps keep everyone on the team on the same page
Freshdesk review
What do you like best about the product?
Freshdesk is an excellent tool and platform to use especially when handling customer-related concerns and enquiries. It is user-friendly and easy to navigate. It is a vital tool for my current task.
What do you dislike about the product?
In my experience using Freshdesk, I can say that none so far.
What problems is the product solving and how is that benefiting you?
Freshdesk solves different problems as it engages to customers directly and promotes collaboration within the organization. It also helps ease the analytics and reports.
Freshdesk Review
What do you like best about the product?
What I like most is the visibility of the customer journey and ticket history. Track how often the customer has been engaged and the service history of service incurred.
What do you dislike about the product?
So far, need to improve the dashboard facing. Recommended to have it visible to all internal users regardless of access status especially on the floating tickets and number of open.
What problems is the product solving and how is that benefiting you?
visibility on the issues and concerns that helps improve the customer service of aftermarket. Also, this Freshdesk help address the concerns of BP on the part material code needed as it is already included on the system features.
Freshdesk Review
What do you like best about the product?
Freshdesk has so many features that are user-friendly and it everything is essential to monitor and answer customer-related concerns like my current task using this platform.
What do you dislike about the product?
None so far with my experience using Freshdesk. Everything is beneficial.
What problems is the product solving and how is that benefiting you?
Freshdesk helps to monitor and resolve customer-related concerns. Its functions and features are vital in a customer service environment. It also helps gauge customer feedback.
Freshdesk
What do you like best about the product?
User-friendly interface, Ticket management, Multichannel support, Knowledge base and self-service options, Collaboration and team productivity, coordination among support agents
What do you dislike about the product?
Limited customization options: Some users may find that Freshdesk's customization options are not extensive enough to meet their specific needs. While it provides certain customization features, there might be limitations in terms of branding and customization of workflows.
Pricing structure: Freshdesk's pricing can be a concern for small businesses or startups with limited budgets. The more advanced features and functionality may require higher-priced plans, which may not be affordable for all businesses.
Complexity for larger organizations: While Freshdesk is generally user-friendly, some larger organizations with complex support processes may find it challenging to configure the platform to match their specific requirements. Customization for advanced workflows can be time-consuming and require technical expertise.
Pricing structure: Freshdesk's pricing can be a concern for small businesses or startups with limited budgets. The more advanced features and functionality may require higher-priced plans, which may not be affordable for all businesses.
Complexity for larger organizations: While Freshdesk is generally user-friendly, some larger organizations with complex support processes may find it challenging to configure the platform to match their specific requirements. Customization for advanced workflows can be time-consuming and require technical expertise.
What problems is the product solving and how is that benefiting you?
Ticket management: Freshdesk provides a centralized system for managing customer support tickets. It helps businesses organize, track, and prioritize incoming inquiries, ensuring that no customer query goes unanswered or unresolved. This streamlines the support process, improves response times, and enhances overall customer satisfaction.
Multichannel support: With Freshdesk, businesses can handle customer inquiries from various communication channels, including email, phone, chat, social media, and more. This enables businesses to be accessible to customers on their preferred platforms, enhancing convenience and improving customer engagement.
Knowledge base and self-service: Freshdesk allows businesses to create a knowledge base and self-service portals where customers can find answers to common questions and issues. This empowers customers to resolve problems independently, reducing the volume of support tickets and freeing up agents to focus on more complex inquiries. It also improves customer experience by providing instant access to relevant information.
Collaboration and team productivity: Freshdesk offers collaboration features that facilitate teamwork among support agents. Agents can communicate through internal notes, collaborate on ticket resolutions, and assign tasks to ensure smooth coordination. This improves team productivity, enables knowledge sharing, and reduces the time required to resolve customer issues.
Automation and workflows: Freshdesk allows businesses to automate routine tasks and define workflows based on specific criteria. This includes automated ticket routing, escalation rules, and predefined responses. Automation reduces manual effort, improves efficiency, and ensures consistent service delivery.
Reporting and analytics: Freshdesk provides reporting and analytics capabilities that offer insights into support team performance, customer satisfaction, ticket resolution times, and other key metrics. These insights help businesses identify areas for improvement, optimize support processes, and make data-driven decisions to enhance customer service.
Multichannel support: With Freshdesk, businesses can handle customer inquiries from various communication channels, including email, phone, chat, social media, and more. This enables businesses to be accessible to customers on their preferred platforms, enhancing convenience and improving customer engagement.
Knowledge base and self-service: Freshdesk allows businesses to create a knowledge base and self-service portals where customers can find answers to common questions and issues. This empowers customers to resolve problems independently, reducing the volume of support tickets and freeing up agents to focus on more complex inquiries. It also improves customer experience by providing instant access to relevant information.
Collaboration and team productivity: Freshdesk offers collaboration features that facilitate teamwork among support agents. Agents can communicate through internal notes, collaborate on ticket resolutions, and assign tasks to ensure smooth coordination. This improves team productivity, enables knowledge sharing, and reduces the time required to resolve customer issues.
Automation and workflows: Freshdesk allows businesses to automate routine tasks and define workflows based on specific criteria. This includes automated ticket routing, escalation rules, and predefined responses. Automation reduces manual effort, improves efficiency, and ensures consistent service delivery.
Reporting and analytics: Freshdesk provides reporting and analytics capabilities that offer insights into support team performance, customer satisfaction, ticket resolution times, and other key metrics. These insights help businesses identify areas for improvement, optimize support processes, and make data-driven decisions to enhance customer service.
A useful tool for your company's customer centricity efforts!
What do you like best about the product?
It is conveniently collecting customer inquiries from different channels to one. Easy visibility on the inquiries of what matters to my organization and me.
What do you dislike about the product?
The tabs may be confusing since there are a lot of tabs to choose from. Can be better if it can be better streamlined
What problems is the product solving and how is that benefiting you?
I only need to go to one place to check inquiries from different platforms, provides more time for me to do more.
Best Ticketing tool for Support Folks
What do you like best about the product?
Had been using Freshdesk since more than a year and I love how easy to use it is and enables the agents to track their tickets and get analytics for the same at any point of time!
What do you dislike about the product?
There is nothing in particular but I wish we could get more flexibility for creating custom dashboard with desired parameters
What problems is the product solving and how is that benefiting you?
Being a IT Support agent, it helps me complete my day-today tasks, collaborating with the clients and tracking the ETA ensure the SLA is never breached.
Freshdesk review
What do you like best about the product?
Freshdesk is very convinient to use in helping customers concern and inquiry.
What do you dislike about the product?
There is no negative feedback for Freshdesk
What problems is the product solving and how is that benefiting you?
Freshdesk is helping me to give accurate resolution to customers concern
Freshdesk review
What do you like best about the product?
Freshdesk is convenient to use and user friendly
What do you dislike about the product?
There is no negative feedback about freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to resolve customer concern, and it benefits me by giving accurate resolution
Reliable platform, excellent customer service.
What do you like best about the product?
The platform is user-friendly, super reliable, intuitive and easy to manage with non-technical resources. Anytime we've encountered any issues (always minor), the Freshdesk team has always been quick to assist. I work with many vendors, and they are hands down the most responsive and always so pleasant.
What do you dislike about the product?
The reporting features could have more customization features. For example, when viewing agent reports, the report tells you how many tickets an agent has responded to but doesn't have a group total. We aren't able to export email threads. We aren't able to link more than one chat account to Freshdesk.
What problems is the product solving and how is that benefiting you?
We're able to manage multiple accounts under one platform and have the ability to silo our many unique accounts when necessary. This is a particular need for our business that other players in the industry have been unable to solve, such as Kustomer.
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