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Good experienc
What do you like best about the product?
It is easy to set up. I like the interface.
What do you dislike about the product?
There is no API to massivelly donwload all the articles from the solution.
What problems is the product solving and how is that benefiting you?
I can better control the multiple paralelle conversations with the same customer accross diferent teams.
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Intuitive and easy to navigate
What do you like best about the product?
User-friendly interface: Freshdesk has a clean and intuitive interface that makes it easy to navigate and use, even for those who are new to help desk software.
Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.
Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.
Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.
Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports.
Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.
Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.
Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.
Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports.
What do you dislike about the product?
While Freshdesk is a reliable and efficient help desk software, there are a few downsides to consider:
Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.
Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.
Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.
Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution.
Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.
Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.
Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.
Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution.
What problems is the product solving and how is that benefiting you?
Freshdesk is a really nifty help desk software that tackles a lot of the common customer support issues businesses face. For me, it's been a lifesaver in terms of streamlining communication with customers. All their inquiries and issues are centralized in one place, which is a huge relief when you're dealing with a lot of different channels.
Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster.
Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster.
A simple but sophisticated CRM
What do you like best about the product?
Ease of Integration with backend, wide range of third party integration options, reasonable pricing, start up credits, nice tech infrastructure.
What do you dislike about the product?
Support team takes more time to respond and resolve queries.
What problems is the product solving and how is that benefiting you?
It has solved our customer faq hosting in our native app, helps us manage email tickets flowing in from different product offerings, helps us prioritise and bifurcate tickets based on issue types, helps us address social media complaints from one place.
The best in the market!
What do you like best about the product?
I have been actively using Freshdesk for 3 years now and it has made my work so much easier. Freshdesk has helped me organize and track and complete all my task within the SLA. Managing and tracking my teams SLAs has a lot easier with Freshdesk.
Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
What do you dislike about the product?
Create reports by summing up numbers mentioned in Ticket Fields, or any other way of calculating the amount of effort put into one ticket by an employee, would be helpful. Quanitfying effort on a single ticket is currently not available on Freshdesk which i am hoping to see in the near future.
What problems is the product solving and how is that benefiting you?
Freshdesk helps track and maintain SLA of my team and to ensure that our work is getting done on time. The Reports which are available within the platform helps submit relevant information about teams performances to the senior management on a weekly basis.
Prioritizing work on Freshdesk has been a blessing.
Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms.
Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
Prioritizing work on Freshdesk has been a blessing.
Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms.
Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
freshworks useful
What do you like best about the product?
All products of freshworks are loved by our employees.
What do you dislike about the product?
no bulk application, separate license fee for each application
What problems is the product solving and how is that benefiting you?
call center chat and crm are used with a single license.
Awesome CRM Tooling
What do you like best about the product?
The customization of features and how to tweak the tooling and make it better for team management.
What do you dislike about the product?
Better team management via the dashboard
What problems is the product solving and how is that benefiting you?
Dashboard management and analytics
Configurable and Easy to Use Platform with Easy Automation
What do you like best about the product?
Freshdesk provides a range of automations and structural rules to ensure that agents are efficiently providing a high quality of consistent support. For example, canned responses are highly configurable and save and enormous amount of time for repetitive tickets.
Automatic rules are easy to define and powerful in nature, although these are not yet enabled for things like the eBay integration and there is limited ability to automate replies to email threads.
Automatic rules are easy to define and powerful in nature, although these are not yet enabled for things like the eBay integration and there is limited ability to automate replies to email threads.
What do you dislike about the product?
On some browsers, we have experienced occasional bugs where replies could not be sent. Better handling of errors and reporting back to Freshworks might allow these to be fixed more efficiently.
The eBay integration is very much in beta phase and needs work for reliability - for example, the way that canned responses behave.
Automations cannot threaded email replies to customers, so if an automation send a customer a message it will show as a different email and agents cannot see that the email was sent in the thread.
The eBay integration is very much in beta phase and needs work for reliability - for example, the way that canned responses behave.
Automations cannot threaded email replies to customers, so if an automation send a customer a message it will show as a different email and agents cannot see that the email was sent in the thread.
What problems is the product solving and how is that benefiting you?
Providing a unified platform to manage and response to customer support queries, particularly where a level of triage is requred for a high volume of similar support tickets.
Freshdesk is the most User friendly Helpdesk
What do you like best about the product?
How it is User friendly, and easy to navigate
What do you dislike about the product?
There are a few bugs, likes it automatically saves the late sent message, so when the ticket reopens, you see the message you sent as a draft. It is just annoying having to discard it a lot of the times.
What problems is the product solving and how is that benefiting you?
Dealing with people over email as opposed to phone calls.
Powerful product
What do you like best about the product?
Creation of parent/child tickets; custom categories for reporting; ability to customise messages to clients.
What do you dislike about the product?
Can be glitchy - over the course of 12 months, the STMP settings have frazzled and needed intervention from the Freshdesk tech team.
What problems is the product solving and how is that benefiting you?
They allow us to ticket issues, which is more appropriate than email chains that can go on forever. It also means that multiple staff can take responsibility for the helpdesk inbox at different times.
Great CRM. Easy to deploy, maintain and customize.
What do you like best about the product?
Customization features and ease to accomplish that.
What do you dislike about the product?
Support. Most of the support issues remain unresolved for long and reason given invariably is under development. no ETA whatsoever.
What problems is the product solving and how is that benefiting you?
Non-telephonic support. Work from home supported globally.
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