Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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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
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.
Good Value for Money
What do you like best about the product?
Freshdesk offers a clean and user-friendly interface, making it easy for agents to manage tickets efficiently.
What do you dislike about the product?
Customer support is slow and inconsistent at times
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize and manage customer support inquiries across multiple channels in one place. It improves team collaboration, ensures accountability through ticket tracking, and reduces response times with automation and SLA management. This leads to better customer satisfaction and more efficient internal workflows.
Easy to use and high support
What do you like best about the product?
Highly supported team with most efficient ticketing system that can support your organization and give more satisfaction to your customer
What do you dislike about the product?
Nothing really bothering me, all features are fascinating
What problems is the product solving and how is that benefiting you?
Communication and ticketing
A quick easy platform to work through, better customer tracking.
What do you like best about the product?
The canned response feature makes for faster response times.
What do you dislike about the product?
The tag features can slow down how things are saved.
What problems is the product solving and how is that benefiting you?
Customer live chats and emails.
E-commerce business unit director
What do you like best about the product?
What I like best about Freshdesk is its intuitive and user-friendly interface, which made onboarding our team remarkably smooth. The platform’s automation capabilities have significantly streamlined our support processes, allowing us to respond to customer inquiries faster and more efficiently. I also appreciate the comprehensive reporting tools, which give us valuable insights into our team’s performance and customer satisfaction. Overall, Freshdesk has helped us deliver a higher level of service to our clients while optimizing our internal workflows.
What do you dislike about the product?
One aspect I dislike about Freshdesk is that some advanced customization options can be a bit limited or require additional integrations, which sometimes slows down the implementation of more complex workflows. Additionally, while the platform is generally intuitive, certain features—such as detailed reporting or automation rules—could be more flexible and user-friendly. Occasionally, we have also experienced minor delays with customer support response times when addressing technical issues. However, these challenges have not outweighed the overall benefits Freshdesk has brought to our organization.
What problems is the product solving and how is that benefiting you?
We chose Freshdesk over its competitors primarily due to its user-friendly interface, robust automation features, and seamless integration capabilities. Previously, our communication with the client was handled exclusively via email, which often led to delays and inefficiencies.
Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.
Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.
Best Integration For the Company
What do you like best about the product?
The AI integration has significantly improved resolution numbers and times. Freddy is super helpful as well, no need for Grammarly.
What do you dislike about the product?
Shortcuts are not very user-friendly. Could be a little better.
What problems is the product solving and how is that benefiting you?
Solves the issue of slow response times and inaccurate data collection.
easy to implement, easy to use.
What do you like best about the product?
Easy integration & implementation with pop e-mail account, dashboard with info on ticket statuses, very intuitive too.
What do you dislike about the product?
Editing the dashboard is not an option, we like to hide some of the info cards in the default one, and add some others that would fit our needs.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
What problems is the product solving and how is that benefiting you?
we keep track of our support tickets and have a nice overview.
Fair pricing and does the job
What do you like best about the product?
Pricing for emails is decent I would say and easy to track the workers
What do you dislike about the product?
It's hard to simply test freddy AI without any direct costs before you even know if it's usefull for the company
What problems is the product solving and how is that benefiting you?
They make sure we can reply on customers emails and solve it
Freshdesk
What do you like best about the product?
The ability to automate several tasks which has allowed us to free up agents for that great customer service feel.
What do you dislike about the product?
I would be nice if you did not have to open/edit reports to set new searches. Especially if it is something as simple as changing a date range.
What problems is the product solving and how is that benefiting you?
Freeing up agent time for needed task, quick automatic agent filtering and customer service
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