Freshdesk
Freshworks Inc.External reviews
3,513 reviews
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Effortless Ticket Management and Enhanced CSAT with Freshdesk
What do you like best about the product?
The platform makes it incredibly easy to manage a high volume of tickets, especially during peak seasons. Features like canned responses, SLA management, and the ability to customize workflows have streamlined our operations, saving us countless hours. The self-service options, such as the knowledge base and chatbot integration, have empowered our customers to resolve their issues independently, resulting in a noticeable 15% reduction in L1 queries. Additionally, the robust analytics and reporting tools provide actionable insights, helping us make data-driven decisions to improve overall support performance.
What do you dislike about the product?
Enhancements to make the interface even faster and more flexible would make it an even better tool for scaling during high-demand periods.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us address several critical customer service challenges:
Managing High Ticket Volumes: During peak seasons, Freshdesk allows us to seamlessly handle a 25% increase in ticket volume without compromising response or resolution times. The automation features, such as ticket routing and canned responses, ensure efficient workload distribution.
Improving Customer Satisfaction: With Freshdesk’s self-service portals and chatbot integration, we’ve empowered customers to resolve issues independently, resulting in a 15% reduction in L1 queries and consistent CSAT scores above 80%.
Streamlining Operations: The platform has simplified ticket management with features like SLA tracking, priority settings, and unified communication channels, improving our agents’ productivity by 20%.
Providing Actionable Insights: Freshdesk’s analytics and reporting tools give us a clear view of performance metrics, helping us identify bottlenecks and optimize processes to enhance customer experience.
Overall, Freshdesk has not only improved our operational efficiency but also strengthened our ability to deliver exceptional customer service.
Managing High Ticket Volumes: During peak seasons, Freshdesk allows us to seamlessly handle a 25% increase in ticket volume without compromising response or resolution times. The automation features, such as ticket routing and canned responses, ensure efficient workload distribution.
Improving Customer Satisfaction: With Freshdesk’s self-service portals and chatbot integration, we’ve empowered customers to resolve issues independently, resulting in a 15% reduction in L1 queries and consistent CSAT scores above 80%.
Streamlining Operations: The platform has simplified ticket management with features like SLA tracking, priority settings, and unified communication channels, improving our agents’ productivity by 20%.
Providing Actionable Insights: Freshdesk’s analytics and reporting tools give us a clear view of performance metrics, helping us identify bottlenecks and optimize processes to enhance customer experience.
Overall, Freshdesk has not only improved our operational efficiency but also strengthened our ability to deliver exceptional customer service.
Use Freshdesk with no tension
What do you like best about the product?
Freshdesk is a very user-friendly interface and robust automation capabilities and is easy for support teams to manage tickets efficiently and automate the responses given to customers.
What do you dislike about the product?
There is nothing much dislikes about Freshdesk but the knowledge base is bit complicate to understand and work on
What problems is the product solving and how is that benefiting you?
Freshdesk for me benefited when freddy came in. It helped to beautify the responses given to users which also indeed helped to provide timely response
Easy to use service managment software
What do you like best about the product?
The annotate feature for screenshots is my favourite feature. It allows me to show what I am talking about easily. I use it every day, and it integrates seamlessly into Outlook. It was easy to implement and the customer support is great.
What do you dislike about the product?
Not a great deal of choice in regard to font and layout options in the call logs.
What problems is the product solving and how is that benefiting you?
Before we had Freshdesk, our helpdesk logged calls as tickets via email folders linked to a spreadsheet and was woefully inadequate. Therefore Freshdesk is solving the issue of logging and managing tickets.
got 2 assignments via freshdesk
What do you like best about the product?
part time assignments give extra earning
What do you dislike about the product?
limit of contacts must be increased on freshdesk
What problems is the product solving and how is that benefiting you?
it is complete CRM for me
Best ticketing tool to resolve customer query
What do you like best about the product?
Freshdesk provide us the easiest user interface to understand customer query and also it helps us to provide best solution within given SLA
What do you dislike about the product?
Nothing as of now but if they can automate to help better
What problems is the product solving and how is that benefiting you?
We take customer queries through e-ticketing tool through Freshdesk to resolve within SLA
Super creative, fast platform.
What do you like best about the product?
I like the assignment of tickets and the creation of routes.
What do you dislike about the product?
So far, I have no problem with the platform.
What problems is the product solving and how is that benefiting you?
There are no problems at the moment.
Freshdesk offers a "fresh" take on cutting edge customer service tools.
What do you like best about the product?
Freshdesk is very customizable, which is important for end customers.
In addition to this, for a top tier product, Freshdesk is very affordable.
In addition to this, for a top tier product, Freshdesk is very affordable.
What do you dislike about the product?
Unfortunately, due to the wide range of capabilities and services, Freskdesk can be overwhelming to begin with.
What problems is the product solving and how is that benefiting you?
Affordable, customizable and both technical and sales support are just a few benefits to Freshdesk by Freshworks.
Tradionally, CRM type products are extremely expensive, with very little support or skill. Freshdesk solves those issues.
Tradionally, CRM type products are extremely expensive, with very little support or skill. Freshdesk solves those issues.
It is very helpful for ticket that we get help in bulk resolved and close the ticket.
What do you like best about the product?
Speed and bulk clouser, that we can resolved
What do you dislike about the product?
Nothing, all the feature are good in Fresdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving us to send emails to the Customers on the mobiles.
A very effective and user friendly tool that helps an organization to track the work.
What do you like best about the product?
Its user-friendly interface, its a very easy and helpful tool. We can easily get to know where the email and chats are remaining unactioned and we can forecast easily how much time it would take to clear the work.
What do you dislike about the product?
Sometimes it takes longer time to export the data.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us to track the emails and chats where are they lying. Whether with an agent or with team leader etc. It helps us to forecast how much it would take us to close the emails and chats.
Amazing tool
What do you like best about the product?
Easy to use and makes our work easier and this is my fav tool
What do you dislike about the product?
Nothing as such, I like this tool. Nothing to dislike
What problems is the product solving and how is that benefiting you?
Customer service and easy to create tickets
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