Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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External reviews are not included in the AWS star rating for the product.
Flexible scalable affordable CRM
What do you like best about the product?
Fresh desk has a good array of automation options to allow the categorisation and triage of customer enquires. The support team are always prompt, courteous and helpful.
What do you dislike about the product?
There are some limits to applying rules under some circumstances but there are work arounds.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment.
What problems is the product solving and how is that benefiting you?
We are able to get a broad view on numbers of particular enquiries and by segregation of tasks achieve a greater focus and efficiency.
Best CRM so far I have used, Truly appreciable.
What do you like best about the product?
It is very customizable platform where I can showcase all my business needs and I used to get all the analytics to analyze my team performance. The ease of implemention of new settings and use the automation.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
What do you dislike about the product?
No major backlash to mention it is very easy to use
What problems is the product solving and how is that benefiting you?
I can get my team performance through Analytics
Customer Satisfaction is must when you are running a business with the customers.
Customer Satisfaction is must when you are running a business with the customers.
Lovely
What do you like best about the product?
Almost everything however, the analytics part is very lovely which provides the best insights to customer experience.
What do you dislike about the product?
There is nothing as of now and i am sure they are almost one step ahead,
What problems is the product solving and how is that benefiting you?
It is a integrating part of our customer escalations and its handling all of the escalations.
Freshdesk’s service, ease of managing knowledge repositories, and efficient ticket tracking
What do you like best about the product?
What we appreciate about Freshdesk is:
1. Customer Service Support – We can reach out to them whenever we face an issue, ensuring help is always accessible.
2. Knowledge Repository Management – The ease with which we can manage and access information, streamlining our workflows.
3. Ticket Raising and Tracking – Simplified processes for raising tickets and tracking their progress, which helps us resolve issues efficiently.
1. Customer Service Support – We can reach out to them whenever we face an issue, ensuring help is always accessible.
2. Knowledge Repository Management – The ease with which we can manage and access information, streamlining our workflows.
3. Ticket Raising and Tracking – Simplified processes for raising tickets and tracking their progress, which helps us resolve issues efficiently.
What do you dislike about the product?
The main and only issue we’ve encountered with Freshdesk's service is the inconsistency in agent performance. There was one instance where I had a conversation with an agent, but he didn’t handle the issue properly. While it has only happened once so far, it still stands out as a concern.
What problems is the product solving and how is that benefiting you?
The ease with which we can manage and access information, streamlining our workflows.
Good product with a complex licensing scheme
What do you like best about the product?
Solve the ticket problem in a very efficient way
What do you dislike about the product?
Licensing is complex and unfriendly. Very basic things in premium models and things that are not justified in basic ones. Reporting is very poor; by trying to make it powerful, it becomes complex and unfriendly without access to simple results like the number of events per ticket or reports that easy.
What problems is the product solving and how is that benefiting you?
Ticket tracking at the help desk
This platform is easy to use and operate.
What do you like best about the product?
When we are required with the help of internal team they are eagerly willing to do.
What do you dislike about the product?
As such we did not get stucked anywhere yet.
What problems is the product solving and how is that benefiting you?
It is helping customers to keep a fluent transactional connection. It does not loop in the customer to get support.
Freshdesk has significantly improved our efficiency
What do you like best about the product?
The ease of use with integration it with our current email setup and setting up automation rules to increase the efficiency of our sales teams has helped our company to improve our service.
What do you dislike about the product?
Some features that we would like are not yet implemented, even though they are small it takes quite a while before they are implemented.
What problems is the product solving and how is that benefiting you?
Internal communication between departments and keeping track of lifecycle of a question/problem.
Frendly
What do you like best about the product?
Multilevel use platform help full IT support
What do you dislike about the product?
we need to auto mation of changing host in work group system
What problems is the product solving and how is that benefiting you?
Like if any one facing any issue in intrnal we create rule ticket need to genrate .
Full featured ITSM tool
What do you like best about the product?
Freshservice and Freshdesk are easy to configure, and the setup is easy to use and get you started very quickly with limited knowledge or help from Customer support. Over the years they have added many features that make Freshservice comparable to products such as ServiceNow
What do you dislike about the product?
I can't think of any dislikes; the company has matured considerably over the ten years I've used the product.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed us to have one product for all our customer communications and replaced the three separate systems we used before for mail, phone, and chat.
Streamline processes and help reduce a lot of manual work!
What do you like best about the product?
We've been utilizing Freshdesk for quite some time, and its reliability stands out as one of its best features. The platform is user-friendly, offering a broad range of options, including powerful automation tools and API integrations, making it an all-around solution—whether for managing chats or handling tickets. With the help of automation we were able to automate mutliple workflows reducing a lot of manual work in assigning the tickets to specific teams. We have been using the Omni channel paltform which allows us to work from the Freshdesk window and take calls and chats simultaneouly.
What truly sets Freshdesk apart is its exceptional 24/7 support team. The representatives are highly knowledgeable and equipped to resolve any issues swiftly. Additionally, Freshworks team also maintains regular catch-ups with their clients—quarterly or biannually—to align with our business goals, ensuring that their services continue to support our evolving needs.
What truly sets Freshdesk apart is its exceptional 24/7 support team. The representatives are highly knowledgeable and equipped to resolve any issues swiftly. Additionally, Freshworks team also maintains regular catch-ups with their clients—quarterly or biannually—to align with our business goals, ensuring that their services continue to support our evolving needs.
What do you dislike about the product?
One drawback while using Freshchat was observed while downloading their reports. They have a limitations in downloading their Interaction report which restricts us to download the data of only 24 hours. Even though we do understand that this report is a collaborative report of all others and consist of the entire chat data, but it would have been better if this limit could have been increased to atleast 7 days. However we can automate this report to our emails on a daily basis which resolves this concern to a certain extend.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us keeping a track all our customer interaction in 1 place. We also use Freshchat which is our Customer Support chat platform. Freschat helps us connect with our customers over Whatsapp and help us resolve their concerns on the go. Also its very easy to convert a chat into a ticket which then helps us keep the track of different types of customer interactions from Freshdesk!
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