Freshdesk
Freshworks Inc.External reviews
3,430 reviews
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Reliable helpdesk solution for better customer experience
What do you like best about the product?
Centralizes tickets,user friendly and improves support effciency.
What do you dislike about the product?
Advanced features are locked behind higher plans and reporting can feel limited at times.
What problems is the product solving and how is that benefiting you?
Helps in manage customer queries in one place,reduces response time with automation.
Simple and effective helpdesk solution for daily testing & support.
What do you like best about the product?
I like its clean interface and how easy it is to raise, track, and manage tickets. The automation feature reduces manual work, and integration with third-party apps make testing workflows smooth.
What do you dislike about the product?
Some advanced customisations are limited, and reporting could be more flexible. At times, UI feel slightly slow with a large ticket volumes.
What problems is the product solving and how is that benefiting you?
It helps in managing bug report, support queries, and tracking communication in one place. This improves collaboration between testers, developers, and support teams, and ensure no issue is missed,
Freshdesk is a fantastic tool for supporting customers
What do you like best about the product?
The canned responses and ability to merge emails is a fantastic way to organize and quickly respond to customer isues.
What do you dislike about the product?
Some of the custom metrics cannot be filtered in the ticket view (for example date fields.
What problems is the product solving and how is that benefiting you?
Guarantee supports are all handled via freshdesk.
Freshdesk Ticketing Was the Right Choice.
What do you like best about the product?
What I like best about Freshdesk is that it's very user-friendly and easy to use. It keeps all questions in one place, makes it simple to track all tickets, and helps my team respond faster to user/client issues.
What do you dislike about the product?
What I dislike about Freshdesk is that some of its features are a bit complicated to set up initially.
What problems is the product solving and how is that benefiting you?
Freshdesk helps keep all users' questions and issues in one place instead of being spread out across emails and calls. IT makes response times faster and gives better support.
Good
What do you like best about the product?
Ticketing and Insights / Analysis which has helped us to serve users better
What do you dislike about the product?
Nothing noticed as such, more we explore the more easier it gets
What problems is the product solving and how is that benefiting you?
It is helping me to keep a track of the agents productivity
Unexpectedly illuminating!
What do you like best about the product?
We got Freshdesk initially to track agent productivity, but have found the most useful insight has actually been being able to see which clients are consuming the most agent time day-to-day.
What do you dislike about the product?
Extensions aren't very comprehensive and don't integrate particularly well. Sometimes frustrating when you hit a "limit" with how Freshdesk handles a certain task.
What problems is the product solving and how is that benefiting you?
Tracking agent productivity, and identifying the most "demanding" customers and enabling us to target resource at fixing those pain points.
Streamline Customer Support with easy to use Tools
What do you like best about the product?
It is very easy to use and keeps all tickets organized in one place. Automation and canned response save a lot of time, and reporting gives a clear view of team performance.
What do you dislike about the product?
Some advance features are only on higher plan, and the mobile app feels limited. It also gets a bit slow with a high volume of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to manage customer queries from multiple channels in one place, reducing missed messages and improving response times. Automation and reporting make our support more efficient, saves time and improve customer satisfaction.
Easy to use!
What do you like best about the product?
The automations and the collaboration between our team members.
What do you dislike about the product?
Honestly, nothing comes to mind at this time.
What problems is the product solving and how is that benefiting you?
When our team members were out on vacation or sick, emails would pile up in their inboxes. Now, they are all sent to our Freshdesk account and other team members can answer questions while that person is out of the office.
SMB experience with Freshdesk
What do you like best about the product?
Freshdesk has unilaterally changed how our (SMB) Customer Support functions within the company. It provides a dynamic portal where we our different teams can team up in either automation or communication to resolve a myriad of issues our customers alert us to. Being a nationwide, all-remote company, this cohesion was critical in improving our customer service ticket-to-resolution speed by almost 40% over the last two years.
What do you dislike about the product?
There are not many aspects of Freshdesk that we do not currently utilize or appreciate--perhaps our SLA would need to be somewhat shifted to account for the various needs of our Teams, but we bypass that by structuring all Groups and Statuses accordingly.
What problems is the product solving and how is that benefiting you?
Our customers are nationwide and in the Education field, so we have a variety of customer technical abilities writing in/tickets for help with our product. Freshdesk provides an excellent way to track and 'house' these tickets via the various Groups and Automations that can run to help sort and expedite tickets. We are also utilizing FreddyAI more-so in the past few months to help our Tech Agents be more productive.
Freshdesk sets the standard for what a CRM system should be.
What do you like best about the product?
It is flexible and allows us to optimise it based on our organizational needs.
What do you dislike about the product?
It can be a bit intimidating with the amount of granular detail allowed in the settings.
What problems is the product solving and how is that benefiting you?
Consolidating several support portals into one central repository where staff can efficiently respond to stakeholder queries.
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