Freshdesk
Freshworks Inc.External reviews
3,448 reviews
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External reviews are not included in the AWS star rating for the product.
Simple interface and affordable CRM
What do you like best about the product?
The ticket management system accompanied by automation rules is the best feature Freshdesk offers, Its simple UI makes it easy for any new person to learn the tool without much support.
What do you dislike about the product?
The visual experience can be made better using gamification and some color.
What problems is the product solving and how is that benefiting you?
Freshdesk has made the customer support team's lives easy by organizing the email management coupled with automation and other options like a self-service portal has made it easier for us to manage the customer support function.
Using Freshworks has been very helpful in connecting with our clients
What do you like best about the product?
I like how easy it is to use when connecting with clients
What do you dislike about the product?
I wish there was an easier way of adding new customers from freshdesk into freshsales
What problems is the product solving and how is that benefiting you?
It is solving a better way for us to communicate with our customers.
Laggy & complex interface that is full of Bugs that never get fixed
What do you like best about the product?
We switched to FresDesk as an alternative to FogBugz (for ticketing), and were pretty pleased initially. The cost seemed reasonable and it provided a lot of good functionality.
We weren't too crazy about the interface, but overall it did the job and offered
We weren't too crazy about the interface, but overall it did the job and offered
What do you dislike about the product?
After using Freshdesk for 3+ years, we are all very displeased with it. Every single support agent using the system dislikes it.
The system is often slow and laggy, even basic tasks like inserting signatures take a long time. The interface is also extremely cluttered, so much that you often only have about 1/3 of the screen space to write an actual message. The rest is just scroll bars and other information that is completely unnecessary.
Freshdesk is also extremely buggy, which is frustrating everyone. Messages will disappear while you are typing, cursors will move around after signatures are inserted and other issues that make the system tedious to use.
The system is often slow and laggy, even basic tasks like inserting signatures take a long time. The interface is also extremely cluttered, so much that you often only have about 1/3 of the screen space to write an actual message. The rest is just scroll bars and other information that is completely unnecessary.
Freshdesk is also extremely buggy, which is frustrating everyone. Messages will disappear while you are typing, cursors will move around after signatures are inserted and other issues that make the system tedious to use.
What problems is the product solving and how is that benefiting you?
We are simply using it provide email support to our customers.
Managing customer support with ease
What do you like best about the product?
One of the most intriguing features of Freshdesk is that users and employers can begin utilizing it right away, and it can become pretty enjoyable to work with. It helps businesses to tailor workflows to their own business processes, making it a highly adaptable solution.
What do you dislike about the product?
Some important features are either missing or locked behind higher pricing bands. Freshdesk's reporting and analytics features are fairly restricted, which may not be enough for businesses that demand more detailed insights into their support operations.
What problems is the product solving and how is that benefiting you?
We've been using Freshdesk for years, using the support ticket system, knowledge base, and forums. The technology has shown to be dependable and simple to operate. It was easy to get started.
Awesome Customer Support Tool.
What do you like best about the product?
I work with support team. Tickets generation becomes very crucial when tracking client history and agent performance. The toll is very easy to use and explore. Even for new learners. Integrations are also very good.
What do you dislike about the product?
I didn't find any major flaw in the tool. However, sometimes, finding some minimal and hidden settings become very difficult. Navigation takes time. Also, i found the cost to be on the higher side when compared to other support tools.
What problems is the product solving and how is that benefiting you?
Ticket generation, tracking agent performance, ticket distribution amongst teams followed by an escalationb matrix. These are things which have been solved by FD.
Moreover, integration with exotel has ensured that no client complaint is missed by the team.
Moreover, integration with exotel has ensured that no client complaint is missed by the team.
Freshdesk Review: A must have Service for IT workers!
What do you like best about the product?
When using Freshdesk, I find speaking to a client, whether they are first-time users of our service or have been using it for a while, very easy, as the web and app interface is intuitive and easy to navigate. Many times with other similar programs, my clients have a difficult time reaching out to me directly for help as the interface was clunky or overburdening.
What do you dislike about the product?
Although the interface is easy to navigate for my clients and me, there are moments when it takes a decent period for me to adjust minimal and niche settings. This is, at times, upsetting, given that I am a user who prefers to have a great deal of customizability within my interfaces.
What problems is the product solving and how is that benefiting you?
A problem Freshdesk is currently working on is the organizational aspect of their website and app interfaces. With the proper work done to these two fields, I can see a near future where Freshdesk is on its way to being flawless.
Overall a great product to manage tickets and and templates
What do you like best about the product?
Complex features that allow for good ticket managing, workflows and setting up templates for different types of tickets.
What do you dislike about the product?
The interface is challenging at times to automate and scale, and isn't very AI friendly in terms of connectors to chatgpt or google gemini.
What problems is the product solving and how is that benefiting you?
Ticket queues, SLA tracking with reporting and escalation management.
Customer service tickets made easy!
What do you like best about the product?
FreshDesk is a user-friendly help desk software that helps businesses manage customer support inquiries. It offers a bunch of features that allow businesses to effectively manage and respond to customer's questions. It can be customized to fit any professional needs and makes it super easy to manage large volumes, with features such as tagging tickets, merging them and even assigning them to specific users.
What do you dislike about the product?
Freshdesk offers robust reporting and analytics capabilities, which are sometimes limited or difficult to use. Also, FD's prices are higher than their competitors which offer basically the same features.
What problems is the product solving and how is that benefiting you?
In my case, Freshdesk helps with customer inquiries and being able to sort and organize them. We used to have inquiries come through email and there was no way to efficiently answer or organize them. As of now, each analyst can answer the inquiries that pertain to their own clients, with minimal effort and maximum efficiency.
Freshdesk Omnichannel expert
What do you like best about the product?
Unified Customer Experience: Freshdesk Omnichannel allows businesses to manage customer interactions across multiple channels from a single platform, providing a unified experience for both customers and support agents.
Seamless Channel Integration: Freshdesk Omnichannel integrates with various communication channels, including email, chat, phone, social media, and more, making it easy for businesses to manage customer inquiries across multiple channels from a single platform.
Automation and Workflows: Freshdesk Omnichannel offers automation and workflow features that can help businesses automate repetitive tasks and streamline support processes.
Seamless Channel Integration: Freshdesk Omnichannel integrates with various communication channels, including email, chat, phone, social media, and more, making it easy for businesses to manage customer inquiries across multiple channels from a single platform.
Automation and Workflows: Freshdesk Omnichannel offers automation and workflow features that can help businesses automate repetitive tasks and streamline support processes.
What do you dislike about the product?
Pricing: Freshdesk Omnichannel offers various pricing plans, and some businesses may find the cost to be a potential drawback, especially if they have budget constraints or are looking for more affordable options
Learning Curve: While Freshdesk Omnichannel is designed to be user-friendly, it may still require some time for support agents to learn and adapt to the platform, especially if they are new to customer support software or have limited technical proficiency
Learning Curve: While Freshdesk Omnichannel is designed to be user-friendly, it may still require some time for support agents to learn and adapt to the platform, especially if they are new to customer support software or have limited technical proficiency
What problems is the product solving and how is that benefiting you?
Channel Fragmentation: With customer inquiries coming through multiple channels such as email, chat, phone, social media, and more, it can be challenging for businesses to manage and respond to them efficiently.
Manual and Repetitive Tasks: Manual and repetitive tasks, such as ticket routing, response drafting, and status updates, can be time-consuming and prone to errors.
Lack of Visibility and Reporting: Without proper visibility into support performance, businesses may struggle to measure and improve their customer support quality.
Limited Customization: Some businesses may have unique requirements or workflows that are not fully addressed by off-the-shelf customer support tools.
Manual and Repetitive Tasks: Manual and repetitive tasks, such as ticket routing, response drafting, and status updates, can be time-consuming and prone to errors.
Lack of Visibility and Reporting: Without proper visibility into support performance, businesses may struggle to measure and improve their customer support quality.
Limited Customization: Some businesses may have unique requirements or workflows that are not fully addressed by off-the-shelf customer support tools.
freshwork review
What do you like best about the product?
it is very helpful to connect with customer
What do you dislike about the product?
nothing to dislike it is very good and easy to use
What problems is the product solving and how is that benefiting you?
to connect with all customer
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