Freshdesk
Freshworks Inc.External reviews
3,446 reviews
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Good page for support.
What do you like best about the product?
The optimization it offers, your page is very well optimized and you can provide more efficient support.
What do you dislike about the product?
That it does not offer connectivity features with other pages associated with our company.
What problems is the product solving and how is that benefiting you?
Connectivity with other pages. It would be good to integrate so that we know who our customers are and who are prospects.
Its good for small to medium sized enterprises.
What do you like best about the product?
All model functionalities like those of the advanced ticketing tools like "service now" is available in fresh desk.
What do you dislike about the product?
I don't know if it just happens with me but it is laggy sometimes. When the ticket count is high and workload is heavy this causes very much frustration.
What problems is the product solving and how is that benefiting you?
Same lining business processes, improving response time, Freshdesk integrates support channels like email, chat, social media, and phone calls into a single platform, preventing customer queries from getting lost in different systems abd this omni channel experience makes the workload easier
My Freshdesk Experience
What do you like best about the product?
Multiple clients
Handle single client with multiple software group related separate ticketing system for large organisations
Handle single client with multiple software group related separate ticketing system for large organisations
What do you dislike about the product?
Having an issue on one primary email account. Sometime it irritate by manual ticket creation for different groups having some miss communication group info
What problems is the product solving and how is that benefiting you?
Freshdesk team will help and initial stage they are providing the enough of training to the user also helps the emergency tickets immediately
Great all-in-one CRM and support tool for growing teams
What do you like best about the product?
Freshworks offers an easy-to-use interface and covers almost every aspect of customer management—from Freshdesk for support tickets to Freshsales for lead tracking. Automation features and canned responses save us a lot of time. Integration with WhatsApp and email is smooth, and team collaboration features are very useful.
What do you dislike about the product?
Reporting dashboards could be more customizable. Sometimes the mobile app lacks the full functionality of the web version. Also, the pricing jumps quite a bit if you need more advanced features.
What problems is the product solving and how is that benefiting you?
We’ve been able to centralize all customer communication, reduce ticket resolution time, and improve follow-ups with leads. It's helped streamline support and sales without needing multiple tools
Great platform
What do you like best about the product?
I love how everything is one place and the AI features are very convenient.
What do you dislike about the product?
The cost of the AI features is a little pricey.
What problems is the product solving and how is that benefiting you?
The ability to assist multiple customers at a time and resolve their inquiries quickly and efficiently.
User friendly with a lot of customisations for support folks
What do you like best about the product?
The integrations between email, phone, chat, even different social medias and whatsapp is very seamless and convenient. Customer support is pretty good with Freshdesk.
What do you dislike about the product?
You require access to higher plans if you need to use some of the basic features, which is not very convenient.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us solve critical part of the business.All customer queries, issues, complaints are raised here.
There are automation rules, tags, canned responses, etc that help in speeding the resolution time and a greater customer experience.
There are automation rules, tags, canned responses, etc that help in speeding the resolution time and a greater customer experience.
Its very Good
What do you like best about the product?
Its functions showing all things in Freshdesk
Ease of Use
Ease of Implementation
Customer Support
Frequency of Use
Ease of Integration
Number of Features
Ease of Use
Ease of Implementation
Customer Support
Frequency of Use
Ease of Integration
Number of Features
What do you dislike about the product?
its sometimes very slow in funking & stuck.
What problems is the product solving and how is that benefiting you?
It helps businesses improve customer satisfaction, reduce response times, and streamline workflows through features like intelligent ticket routing, automation, and a knowledge base
Easy to use and reliable
What do you like best about the product?
Freshdesk allows users to automate repetitive tasks, set up workflows
What do you dislike about the product?
Analytics provided by freshdesk,not happy the detailing.
What problems is the product solving and how is that benefiting you?
Automation and streamlined workflows free up agents to focus on more complex issues, boosting their productivity.
Freshdesk and Freddy AI: A Game-Changer for Our Support System
What do you like best about the product?
Freshdesk offers a user-friendly experience that makes customer support much more accessible and efficient. It appears to have a straightforward setup process, allowing teams to hit the ground running without the frustration that often accompanies more complicated systems. One of the standout features of Freshdesk is Freddy AI, which has demonstrated significant value and effectiveness in composing and drafting emails for various communications and responses. We have been utilizing Freddy extensively, to the extent that it has become an essential component of our support system, seamlessly integrating with our daily operations. The weekly and monthly Freddy reports are instrumental in informing strategic decisions, providing valuable insights that guide our approach to customer support.
What do you dislike about the product?
One shortcoming which i personally encountered is the inability to open multiple tickets in separate tabs within Freshdesk. This design choice requires support agents to open several browser tabs instead of being able to manage everything within a single freshdesk window, which can sometimes hinder efficiency. Nevertheless, despite this minor drawback, overall, Freshdesk comes highly recommended for teams seeking a robust, user-friendly support solution.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to resolve customer queries. The queries are qualitative and to quantify and have it in sequence is 1 major task
Freshdesk helped in 1 go.
Freshdesk helped in 1 go.
Feedback
What do you like best about the product?
User-Friendly Interface
AI Usage
Business hours
AI Usage
Business hours
What do you dislike about the product?
Reporting Limitations
No dashboard usage in Sandbox
No dashboard usage in Sandbox
What problems is the product solving and how is that benefiting you?
Problem: Emails, chats, and social messages are spread across different platforms.
Benefit: Freshdesk unifies all channels into a single inbox, making it easier to track and respond to every issue without missing anything.
Benefit: Freshdesk unifies all channels into a single inbox, making it easier to track and respond to every issue without missing anything.
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