Freshdesk
Freshworks Inc.External reviews
3,437 reviews
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External reviews are not included in the AWS star rating for the product.
Intuitive UI and Seamless Collaboration Features
What do you like best about the product?
1. The UI is interactive and easy to get started. It took me just 2-3 days to get a complete picture of how it works.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
What do you dislike about the product?
1. Sometimes, it slows down while switching between tickets within the portal. I hope it will be fixed soon via updates and fixes.
2. The mobile-based application of this tool is not as smooth as it should be.
2. The mobile-based application of this tool is not as smooth as it should be.
What problems is the product solving and how is that benefiting you?
Previously, our client used HubSpot CRM for ticket management. Now, they have switched to Freshdesk. I found this tool more interactive and attractive to work on. The UI is clean and good, and it makes us feel very confident while working on the tickets.
The plans and pricing are also very reasonable compared to the previous tool.
The plans and pricing are also very reasonable compared to the previous tool.
Effortless Customer Query Management with Freshdesk
What do you like best about the product?
Freshdesk make it easy to manage customer queries in one place. The interface is simple, tickets are well organized and automation saves a lot of time. It is easy to use quick to setup and integrate other apps easily.
What do you dislike about the product?
The mobile app could be easier to use, and the login process should be more straightforward.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage customer inquires and booking related questions raised from our website. It keeps all conversations in one place, speeds up my response time and improves the overall customer experience.
User-First Experience with Excellent Support
What do you like best about the product?
What stands out most is the user-first experience it provides, with features such as automatic ticket assignment and analytical insights, among others. Additionally support team is very cooperative.
What do you dislike about the product?
What I find disappointing is the absence of a dedicated CSM, as well as the lack of regular follow-ups and scheduled meetings.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the challenge of assigning tasks among multiple agents and also makes it easier to track the performance of each agent. It uses methods like load balancing to help ensure that work is distributed fairly and efficiently.
Modern Alternative to Zendesk for Software Support
What do you like best about the product?
This is a more modern alternative to Zendesk for software support and help centers.
What do you dislike about the product?
Integration pool is on a more limited side compared to Zendesk and Intercom
What problems is the product solving and how is that benefiting you?
Organizing customer support and knowledge center for mobile products
Efficient Ticket Management with Minor Reporting Limits
What do you like best about the product?
I really appreciate Freshdesk's capabilities in ticket management. It makes handling support queries straightforward by streamlining the documentation process and ensuring each ticket is easily trackable. The calling feature is another aspect I find particularly valuable, as it adds a layer of direct communication efficiency, which is essential for timely support. Additionally, the platform's ability to document issues for everyone’s view is incredibly beneficial, promoting transparency and allowing team members to stay informed about recurring issues or resolved cases. The initial setup of Freshdesk was smooth, which greatly facilitated the transition and integration into our workflow. Overall, these features make Freshdesk a robust tool for managing customer support efficiently.
What do you dislike about the product?
I find Freshdesk slightly less customizable in terms of reports, which can limit my ability to tailor reporting to specific needs.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for ticketing support queries, which helps me document all support cases and keep track of all tickets, enhancing team visibility and communication.
Easy way to get support
What do you like best about the product?
It’s simple to open and track my support tickets. I get quick updates and it’s easy to see the status of my requests.
What do you dislike about the product?
Sometimes the notifications or layout could be a bit smoother, but overall it’s easy to use.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me report issues and get quick support from the team. It keeps all my requests organized and easy to follow. It simplifies communication with the support team and ensures my issues are handled efficiently without losing track of any requests.
Affordable, User-Friendly, and Highly Automated Tool
What do you like best about the product?
This tool has a clear and user friendly interface.
It has a highly automated interface by AI.
Its cheap hence ideal for small organization.
It has a highly automated interface by AI.
Its cheap hence ideal for small organization.
What do you dislike about the product?
The tool has worked well for us. No complaints.
What problems is the product solving and how is that benefiting you?
Through the AI powered self service feature our team is able to concentrate on other important issues in the company. This has highly promoted productivity in the company.
Freshdesk Simplifies Support & Great Tool For Automation
What do you like best about the product?
Freshdesk provides easy navigation and usage. It's simple to create tickets, document the ticket properties, receive notifications over email when the client responds to the automation, and we can even automate internally, like scheduled ones. I have created an automation that will automatically send a response to customers who initiate chat or send emails on weekends, and they will get automated messages that tell them our unavailability and share knowledge base articles for reference, providing info that we will be back on Monday. This helped us a lot since earlier we were working 24X7, now we are working 24x5. This made life easier to take a break at least two days a week. It made our customer interactions and supporting them over email easier. Implementing the changes, like in tags, ticket properties, and categorization, private notes, is easy. Integration with the different apps, like we have integrated Freshdesk with Slack.
What do you dislike about the product?
It's about the limitation that it's currently not possible to customize or separate the mandatory field for ticket creation versus outbound email creation. Also, with a plan change due to budget constraints, we have limited agents' role licenses, but we have more agents who need to work in Freshdesk, so we wanted to use collaborators. But collaborators can't send responses to the customers, which was our biggest requirement. Now, with a limited agent role license, we have to deactivate them on a daily basis.
What problems is the product solving and how is that benefiting you?
Easier navigation and features to use, like creating tickets, adding ticket properties, and then adding scenario automations, so that all agents can use it for similar queries. Then, adding canned responses that made our agents feel free to use, and also, they can create their own canned responses for all similar types of queries. With the workflows and automations, we are able to achieve quick support interactions and visibility on what's happening in the ticket, and then keeping priority, if high, then it will automatically be assigned in the queue for quick handling. I must say it saves a lot of time.
Freshdesk Empowers Support Teams and Boosts Customer Loyalty
What do you like best about the product?
Freshdesk has been awesome when it comes to responding and helping our customers.
I like the automated ticketing, ease of setting auto response, and provision for self-service option for customers.
With the amazing customer support, we have realized great brand trust and we have boosted conversion thanks to customer loyalty.
Customizing Freshdesk to meet our company needs has been easy.
It empowers of support teams with great features for optimal functionality and this enhances productivity.
I like the automated ticketing, ease of setting auto response, and provision for self-service option for customers.
With the amazing customer support, we have realized great brand trust and we have boosted conversion thanks to customer loyalty.
Customizing Freshdesk to meet our company needs has been easy.
It empowers of support teams with great features for optimal functionality and this enhances productivity.
What do you dislike about the product?
It is an intelligent customer support solution and no faults yet.
What problems is the product solving and how is that benefiting you?
From amazing customer service, to promoting self service, to handling customer communication, this tool has it all and has been super functional.
My Experience with Freshdesk ,Simple, Smooth, and Reliable
What do you like best about the product?
I've been using Freshdesk for a while now, and overall, it’s been a pretty smooth experience. The interface is clean and easy to get used to, even for someone new to support tools. Setting up workflows and automations saves a ton of manual effort. I particularly like how organized tickets feel once you set proper categories and SLAs makes it easy for our small teams to stay on top of things.
What do you dislike about the product?
What I dislike about Freshdesk is that some features feel a bit limited unless you’re on the higher pricing tiers. For example, a few automation options and advanced analytics are locked behind premium plans, which can be frustrating for smaller teams.
I also feel that 14 days free trial is also limited experience to user.
I also feel that 14 days free trial is also limited experience to user.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me keep all customer conversations in one place instead of juggling multiple emails and chat threads. Earlier, it was hard to track who responded to which ticket or if something was missed, but now everything stays organized and visible to the whole team.
The automation and canned responses save me a lot of time on repetitive queries, and assigning tickets to the right people has become much smoother. Overall, it had made my support workflow more structured and less stressful. I can actually focus more on solving customer issues rather than managing chaos.
The automation and canned responses save me a lot of time on repetitive queries, and assigning tickets to the right people has become much smoother. Overall, it had made my support workflow more structured and less stressful. I can actually focus more on solving customer issues rather than managing chaos.
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