Freshdesk
Freshworks Inc.External reviews
3,556 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Accessibility, agility, and total control of customer requests in a single dashboard.
What do you like best about the product?
Ease, availability, cost, and tools
What do you dislike about the product?
Reports in agile culture mode. Easier integrations with other tools, without the need for a developer.
What problems is the product solving and how is that benefiting you?
Customer service whenever I have new requests I can handle them quickly and return to the customer with pre-defined steps.
Freshdesk in Everyday Life: Intuitive Ticket Processing, Easy Exchange Integration & Strong Branding
What do you like best about the product?
One has the possibility to edit tickets very simply, and when necessary, the numerous other functions come into play. The integration with Exchange is super easy and just as simple to administer.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
What do you dislike about the product?
The contact management is generally good. However, if you want to use Freshdesk for internal purposes, where often a name and an email address are sufficient, Freshdesk unfortunately does not suffice. Instead, you have to provide additional information, even though it is not really necessary in such cases.
What problems is the product solving and how is that benefiting you?
We needed Freshdesk so that our customers have an easy way to reach us, and Freshdesk has definitely achieved that. Additionally, we also use it internally as a ticketing system. This allows us to clearly capture and address emerging issues and topics.
Intuitive, Stable, and Easy to Set Up
What do you like best about the product?
I like that Freshdesk is intuitive, which makes it easy to use. I also appreciate its stability in daily performance. Additionally, I found that the initial setup was very easy.
What do you dislike about the product?
reports with a slight delay in data loading
What problems is the product solving and how is that benefiting you?
I use Freshdesk for the centralization of requests, prioritization, tracking, and traceability.
Freshdesk Streamlines Support with a Powerful Shared Inbox
What do you like best about the product?
Freshdesk has streamlined our business operations and the management of customer inquiries and requests. A shared inbox that integrates with email and Facebook, along with all the additional ticketing features, has made the work of our customer support team much easier.
What do you dislike about the product?
Perhaps the lack of Instagram integration.
What problems is the product solving and how is that benefiting you?
Freshdesk has significantly streamlined our business by centralizing email and Facebook inquiries into a single shared inbox. The robust ticketing features have eliminated manual chaos, allowing our support team to respond faster and more efficiently. The only minor drawback is the current lack of Instagram integration, but overall, it has greatly improved our operational clarity.
Clean, Easy-to-Use Interface with Effortless View Setup
What do you like best about the product?
Clean look, easy to use. Easy to setup views
What do you dislike about the product?
I've not found any downsides to freshdesk
What problems is the product solving and how is that benefiting you?
solving a requirement for ticketing system
Efficient IT Support with Ease of Use
What do you like best about the product?
I really like the ease of use of Freshdesk. It's been very helpful in allowing us to easily create and manage tickets and report back metrics to senior leadership. The SLAs work well, and so do the dashboards and reporting, which help us track engineer performance and customer satisfaction. The initial setup was very easy, which made the transition from Jira, which was a bit clunky, much smoother.
What do you dislike about the product?
I find the customization of the portal to be very limited. There's a lot of hidden CSS, which makes it tricky to customize to our exact liking. It would be great if we could access all CSS/HTML so we have the option to completely re-write if we wanted to.
What problems is the product solving and how is that benefiting you?
Freshdesk lets me easily create and manage tickets, report metrics to leadership, and track engineer performance and customer satisfaction. The SLAs, dashboards, and reporting features are effective, and everything is easy to use.
Intuitive, User-Friendly UI with Plenty of Features
What do you like best about the product?
The overall UI is very intuitive and friendly to use with enought features.
What do you dislike about the product?
Only downside I can think of is Freshdesk lacking behind of mature AI features
What problems is the product solving and how is that benefiting you?
Freshdesk is our ticketing tool for all the customers on the platform. It solves the decentralisation of issues and queries and packs it at one place to structure, automate and handle.
Clear Ticket Visibility and Simple Workflows with Built-In Reporting
What do you like best about the product?
Its clear ticket visibility, simple workflows, and built-in reporting, which let us track accountability, resolve issues efficiently, and communicate professionally without unnecessary complexity.
What do you dislike about the product?
it has rigid customization in some areas, and occasional friction with automations, which can make advanced analysis and fine-grained workflow tuning harder than expected.
What problems is the product solving and how is that benefiting you?
it helps us work more efficiently, more transparently, and with less administrative overhead.
On-Time Emails and Fast Server Replies
What do you like best about the product?
We have receiving ontime Mails and reply from the server end
What do you dislike about the product?
If you have a option to download the reports from Agent also for respectives it would be help for them to analyse the report
What problems is the product solving and how is that benefiting you?
We are receiving on time and most of the cases not able to connect with respective Resolver
Omni-Channel Single Desk That Boosts Agent Efficiency
What do you like best about the product?
Omni Channel that connects the customers on single desk which agents efficiency
What do you dislike about the product?
I did not find feedback survey campaign feature
What problems is the product solving and how is that benefiting you?
It helps a lot by reducing the agent manual work and easy tracking tickets and agents performance
showing 51 - 60