Freshdesk
Freshworks Inc.External reviews
3,513 reviews
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Freshdesk Makes Patient Support Organized, Professional, and Easy to Manage
What do you like best about the product?
I work as a Dietician and Nutritionist, manage a homeopathy clinic, and also create health education and teaching content. My work involves handling patient queries, follow-up questions, and general support communication. Freshdesk helps manage this type of communication in a more organized and structured way.
What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.
Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.
Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.
I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.
The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.
Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage.
What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.
Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.
Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.
I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.
The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.
Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage.
What do you dislike about the product?
There are no strong issues that stand out for me in Freshdesk. At first, it takes a little time to get used to how different sections are arranged, especially if someone is new to support tools. After some use, things start to make sense.
For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.
lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication.
For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.
lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication.
What problems is the product solving and how is that benefiting you?
Handling patient queries and follow-up messages from different places can become confusing and time-consuming. Freshdesk helps by bringing all support communication into one system, so messages do not get missed or lost.
It makes it easier to track who asked what and whether a response has already been given. This is useful when managing follow-ups, appointment-related questions, or general clinic queries.
Freshdesk also helps keep communication more organized. Queries can be handled in a proper order instead of replying randomly, which improves clarity and avoids repeated questions.
Another benefit is that past conversations are easy to check. This helps understand context before replying and makes responses more accurate and professional.
Overall, Freshdesk saves time, reduces confusion, and supports smoother communication. It helps manage support work in a more structured way, which is useful for clinic coordination and patient communication.
It makes it easier to track who asked what and whether a response has already been given. This is useful when managing follow-ups, appointment-related questions, or general clinic queries.
Freshdesk also helps keep communication more organized. Queries can be handled in a proper order instead of replying randomly, which improves clarity and avoids repeated questions.
Another benefit is that past conversations are easy to check. This helps understand context before replying and makes responses more accurate and professional.
Overall, Freshdesk saves time, reduces confusion, and supports smoother communication. It helps manage support work in a more structured way, which is useful for clinic coordination and patient communication.
Efficient customer service
What do you like best about the product?
ease of use and quick learning for new users
What do you dislike about the product?
the closure of the modification of your reports
What problems is the product solving and how is that benefiting you?
customer service
Freshdesk in Everyday Life: Intuitive Ticket Processing, Easy Exchange Integration & Strong Branding
What do you like best about the product?
One has the possibility to edit tickets very simply, and when necessary, the numerous other functions come into play. The integration with Exchange is super easy and just as simple to administer.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
What do you dislike about the product?
The contact management is generally good. However, if you want to use Freshdesk for internal purposes, where often a name and an email address are sufficient, Freshdesk unfortunately does not suffice. Instead, you have to provide additional information, even though it is not really necessary in such cases.
What problems is the product solving and how is that benefiting you?
We needed Freshdesk so that our customers have an easy way to reach us, and Freshdesk has definitely achieved that. Additionally, we also use it internally as a ticketing system. This allows us to clearly capture and address emerging issues and topics.
Intuitive, Stable, and Easy to Set Up
What do you like best about the product?
I like that Freshdesk is intuitive, which makes it easy to use. I also appreciate its stability in daily performance. Additionally, I found that the initial setup was very easy.
What do you dislike about the product?
reports with a slight delay in data loading
What problems is the product solving and how is that benefiting you?
I use Freshdesk for the centralization of requests, prioritization, tracking, and traceability.
Efficient IT Support with Ease of Use
What do you like best about the product?
I really like the ease of use of Freshdesk. It's been very helpful in allowing us to easily create and manage tickets and report back metrics to senior leadership. The SLAs work well, and so do the dashboards and reporting, which help us track engineer performance and customer satisfaction. The initial setup was very easy, which made the transition from Jira, which was a bit clunky, much smoother.
What do you dislike about the product?
I find the customization of the portal to be very limited. There's a lot of hidden CSS, which makes it tricky to customize to our exact liking. It would be great if we could access all CSS/HTML so we have the option to completely re-write if we wanted to.
What problems is the product solving and how is that benefiting you?
Freshdesk lets me easily create and manage tickets, report metrics to leadership, and track engineer performance and customer satisfaction. The SLAs, dashboards, and reporting features are effective, and everything is easy to use.
Intuitive, User-Friendly UI with Plenty of Features
What do you like best about the product?
The overall UI is very intuitive and friendly to use with enought features.
What do you dislike about the product?
Only downside I can think of is Freshdesk lacking behind of mature AI features
What problems is the product solving and how is that benefiting you?
Freshdesk is our ticketing tool for all the customers on the platform. It solves the decentralisation of issues and queries and packs it at one place to structure, automate and handle.
On-Time Emails and Fast Server Replies
What do you like best about the product?
We have receiving ontime Mails and reply from the server end
What do you dislike about the product?
If you have a option to download the reports from Agent also for respectives it would be help for them to analyse the report
What problems is the product solving and how is that benefiting you?
We are receiving on time and most of the cases not able to connect with respective Resolver
Streamlined Customer Queries and Seamless Support with Freshdesk
What do you like best about the product?
It makes it easier for end customers to reach the company with their queries, and it also helps agents on Freshdesk support the merchant seamlessly. It streamlines communication and helps us track conversations more effectively.
What do you dislike about the product?
There is no dark mode available. Dark mode will make it more interesting as I am a genz.
What problems is the product solving and how is that benefiting you?
Freshdesk helps centralize all customer queries in one place, automate workflows, and track ownership and SLAs. This results in faster responses, better visibility, improved collaboration, and a smoother customer experience.
Streamlines Merchant Support, Needs Dark Mode
What do you like best about the product?
I like that Freshdesk helps in solving tickets effectively. It's good at streamlining merchant issues and providing automation. I appreciate that the merchant can give feedback, and I find adding tags useful for organizing tickets. I also found the initial setup to be 'easy peasy lemon squeezy,' which makes the overall experience much smoother.
What do you dislike about the product?
I don't like that Freshdesk lacks a dark mode. Since we work all day long, dark mode will help with easing the strain on our eyes.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for solving tickets, streamlining merchant issues, and benefiting from automation.
Scalable Integration with Reliable Support
What do you like best about the product?
I use Freshdesk in our contact center to manage customer issues and internal escalations, and it has been easy to scale as our ticket volume has grown.
We integrated it with Genesys Cloud and Microsoft Teams, which has made day-to-day work much smoother. For instance, when issues come in through customer calls, we can log and track them in Freshdesk, and the team can follow up or collaborate in Teams without losing context. Email enquiries also convert directly into tickets, which saves time and keeps everything consistent.
The initial setup was straightforward. We customized ticket fields, SLAs, and automated routing so tickets are sent to the right team based on the issue type. This has reduced delays and made ownership and accountability clearer.
A major improvement for us is visibility: everyone can see ticket history, status, and updates in one place. That helps us avoid duplicated work and missed follow-ups. The reporting tools are also useful for monitoring response and resolution times.
Overall, Freshdesk has made our support process more organized and easier to manage as we continue to grow.
We integrated it with Genesys Cloud and Microsoft Teams, which has made day-to-day work much smoother. For instance, when issues come in through customer calls, we can log and track them in Freshdesk, and the team can follow up or collaborate in Teams without losing context. Email enquiries also convert directly into tickets, which saves time and keeps everything consistent.
The initial setup was straightforward. We customized ticket fields, SLAs, and automated routing so tickets are sent to the right team based on the issue type. This has reduced delays and made ownership and accountability clearer.
A major improvement for us is visibility: everyone can see ticket history, status, and updates in one place. That helps us avoid duplicated work and missed follow-ups. The reporting tools are also useful for monitoring response and resolution times.
Overall, Freshdesk has made our support process more organized and easier to manage as we continue to grow.
What do you dislike about the product?
One limitation I’ve noticed is that Freshdesk doesn’t follow a traditional queue-based structure like some contact center systems, particularly when it comes to ticket intake and assignment. As a result, it can be harder to track metrics such as first response time or true agent handling time with the same level of precision, especially when tickets get reassigned or are worked by multiple teams.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for automated ticket logging and instant email responses. It easily integrates with platforms like Genesys and Microsoft Teams, making ticket logging easier and more accessible.
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