Freshdesk
Freshworks Inc.External reviews
3,559 reviews
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Streamline Your Customer Support with Freshdesk
What do you like best about the product?
The best I like about Freshdesk is that it provides a wonderful selection of functionalities that make customer support very simple. One of several standout capabilities is its ticketing system, which effectively arranges customer queries and assures no query falls through the breaks. The easy-to-customize ticket fields enable companies to collect particular information from clients, assisting personalized and efficient responses. The smart automations and workflows streamline the support procedure, automating repeated jobs and making sure quick resolutions.
What do you dislike about the product?
Although Freshdesk provides a number of attributes, there are some areas that might be improved upon. One aspect is the complication of the pricing strategies. The pricing structure of Freshdesk could be complicated, specifically for smaller businesses or startups with minimal financial constraints.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of handling customer support effectively and efficiently. It centralizes client queries from different areas into a one platform, making it simpler for support teams to monitor, prioritize, and reply to tickets. This consolidation removes the requirement for manual checking of multiple conversation channels, saving time and reducing the risk of ignoring client inquiries.
Incredibly intuitive and user-friendly
What do you like best about the product?
One of the standout features of Freshdesk is its robust ticketing system. The software allows us to manage and prioritize customer queries effectively, ensuring that nothing falls through the cracks. The automation capabilities have been a huge time-saver, as Freshdesk intelligently assigns tickets to the appropriate team members, based on predefined rules and criteria. This has significantly streamlined our workflow and improved our response times.
What do you dislike about the product?
There are no email sequences yet which would streamline the process a lot more.
What problems is the product solving and how is that benefiting you?
The reporting and analytics features in Frshdesk have proven to be invaluable. The software provides detailed insights into our customer support performance, including ticket resolution times, customer satisfaction ratings, and agent productivity metrics. This data-driven approach has allowed us to identify areas for improvement and optimize our support processes effectively.
Freshdesk Review
What do you like best about the product?
dashboard and analytics, canned responses
What do you dislike about the product?
raw data, challenges on some field like "date" we need to format to compute the days ageing.
What problems is the product solving and how is that benefiting you?
Visibility on the history and updates of customers complaint
There are some report issues which occur and the FD POCs do not reply on time
What do you like best about the product?
The ticket properties and the logic/automation.
What do you dislike about the product?
Reports part. There are no curated reports in which we can pull out the data slot-wise. It is always downloaded in a consolidated working hours format.
What problems is the product solving and how is that benefiting you?
Customer queries, Social Media Coverage is better, User replies and services are better in freshdesk comparatively with other softwares.
Freshdesk simplifies ticket management
What do you like best about the product?
Freshdesk is intuitive and efficient. Freshdesk provides many features that help our CSRs organize tickets and feedback, and our customer experience has improved since implementing Freshdesk into the workflow for our customer service team.
What do you dislike about the product?
Some of the UX feels dated, and the (to be deprecated) Twitter add-on lacked visibility. More customization for the help center would improve clients' brand image.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped to maintain organization on high volumes of inquiries handled by multiple agents. All of the tickets, info, and agent data in Freshdesk is reliably synced so we don't have to worry about missing inquiries.
Freshdesk
What do you like best about the product?
Automatic ticket creation, can easily sort out tickets through tagging and auto flagging
What do you dislike about the product?
There is none I do not like about Freshdesk
What problems is the product solving and how is that benefiting you?
We use freshdesk as a platform to manage our social media pages and make sure customers are assisted in their concern
EASY
What do you like best about the product?
EASY TO USE, THE PLATFORM IS USER FRIENDLY
What do you dislike about the product?
SOMETIMES ENCOUNTER ERROR WHEN SEARCHING FOR SPECIFIC ITEM
What problems is the product solving and how is that benefiting you?
THIS PLATFORM IS USED AS LIBRARY OR STORAGE OF IMPORTANT DOCU,ENTS THAT WE SHARE WITH OUR BUSINESS PARTNERS
Customer service management made easy
What do you like best about the product?
Here at Freshdesk, it becomes easy for us to manage the tickets and work on them accordingly. It helps us automate many tasks which makes work more efficient and easier.
What do you dislike about the product?
There is some automation that is not possible. In some instances, I have seen a perceived delay in response times and issue resolution from the Freshdesk support team.
What problems is the product solving and how is that benefiting you?
At Freshdesk, managing tickets and efficiently addressing them is made simple. The automation features provided by Freshdesk enhance work efficiency and streamline processes, making our tasks easier to handle.
Convenient and Easy to use system
What do you like best about the product?
How user-friendly is the system, and easy to understand how the system works. I usually use the Freshdesk when we need to set up something or look for better ways to make the process easy, and it was never hard for me to use it. Also, with fast customer service resolution, every time I ask or raise inquiries, they can help and assist promptly.
What do you dislike about the product?
Sometimes we encounter tickets not being integrated at Freshdesk in minimal instances. It was also much better if Instagram and Viber access can be integrated into Freshdesk for free, like Facebook and email.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us in getting all the brands and channels we have into one platform, it categorises everything for easy access and delegation of work to different groups and individual.
Integrated platform with a lot of potential
What do you like best about the product?
Integrated Channels
Great account management
Lots of plugins
One integrated platform for CRM/Tickets/Calls/Chats
Great account management
Lots of plugins
One integrated platform for CRM/Tickets/Calls/Chats
What do you dislike about the product?
Lack of automation between modules
The reporting function is left wanting
Some data discrepancies
Some core functions limit desired outcome
The reporting function is left wanting
Some data discrepancies
Some core functions limit desired outcome
What problems is the product solving and how is that benefiting you?
It is helpful to have one platform for all communications. My team doesn't need to switch between a phone system, a chat system and an email ticketing system. It's all in one, which helps lower the context-switching my agent goes through. This also consolidates the reporting so you can see every call, email chain and chat with one contact within the system.
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