Freshdesk

What do you like best about the product?

I love the analysis and history of Freshdesk. Freshdesk tracks agent productivity throughout the day and breaks down this data hour by hour. We are able to jointly find that the United Nations agency has resolved the most important issues or sends immediate responses. All this data is particularly useful once new tickets are assigned, as we are able to consult the history of our best collaborators. Previous tickets are simply searched by keyword, agent, or period. Once several people have participated in a project, it is very useful to decipher which United Nations agency did what and when!

What do you dislike about the product?

A factor that, in my opinion, is improved is having a choice of options to channel an associated email. It is not common to be forced to involve several people in a decision, but when we do, we must include them from the very beginning, as opposed to adding them to Group A. The data always ensures that everyone is on the same page, but it is even more difficult for the agent.

What problems is the product solving and how is that benefiting you?

This application has helped the American state with my organization and communication with my buyers. I enjoy Freshdesk much more than my personal email. It's simply easier!

Recommendations to others considering the product:

I recommend Freshdesk, which is one of the simplest tools allowing the United States to offer our buyers the best quality of services they offer to customers. Improve customer support with the help of Freshdesk.

What do you like best about the product?

We’ve found Freshdesk to be one of the easiest help desk tools to work with. It keeps support requests well organized without creating a lot of overhead. The interface is clean and intuitive, so new agents can get up to speed quickly, and the initial setup took very little effort on our end.

What do you dislike about the product?

Reporting and analytics feel a bit basic, and building flexible custom dashboards is harder than it should be. Omnichannel support is there, but overall, it lacks the depth and flexibility more complex support operations really need.

What problems is the product solving and how is that benefiting you?

Freshdesk keeps our support requests organized in one place, which makes day-to-day ticket handling much easier. It's intuitive enough that new agents ramp up fast, and setup was painless. The downside: as our support needs have grown more complex, the reporting and dashboards feel too basic, and omnichannel support lacks the depth we now need.

What do you like best about the product?

I like how intuitive and easy it is to use.

What do you dislike about the product?

Some advanced features can take time to learn.

What problems is the product solving and how is that benefiting you?

Freshdesk keeps support organized, efficient, and easy to manage.

What do you like best about the product?

User-friendly interface with a short learning curve and very good UI, very intuitive and simple to use in daily life.

What do you dislike about the product?

Product updates and release notes could be presented in a more intuitive way. In-app guidance and learning resources could be improved.

What problems is the product solving and how is that benefiting you?

Freshdesk helps us centralize and manage customer support requests efficiently through a single platform. It streamlines ticket tracking, prioritization, and team collaboration, ensuring that no customer issue is missed or delayed.

The biggest benefit is improved response and resolution times, which leads to better customer satisfaction. Its automation features reduce manual effort, while the intuitive interface allows team members to learn and use the platform quickly, increasing overall productivity and support efficiency.

What do you like best about the product?

Continued use has confirmed that centralized email handling and searchable ticket history remain useful for day-to-day support operations. Agents can review previous conversations and coordinate ticket ownership in one place. However, we have not identified any significant new benefits since the original review.

What do you dislike about the product?

Freshworks should make the commercial terms as clear as the product pricing. Before signature, sales representatives should provide a simple written comparison of all available options and clearly disclose the contract term, cancellation restrictions, seat-reduction limits, and the difference between monthly billing and a month-to-month subscription.

When a customer is moved from a discontinued plan under the risk of service interruption, continuity pressure should not be used to rush a long-term commitment. Freshworks should also offer a reasonable process for reducing unused seats or ending the agreement early when business needs materially change.

What problems is the product solving and how is that benefiting you?

Freshdesk gives us one place to receive customer emails, assign tickets, preserve conversation history, and coordinate support work across agents.

However, those operational benefits are now outweighed by the lack of commercial flexibility. Our team size changed, but the subscription could not change with it. A support platform should help a business adapt, not require it to keep paying for 15 unused seats.

What do you like best about the product?

One of the biggest advantages of using Fresh works is its user-friendly and intuitive interface, which makes it easy to navigate while handling calls. It allows agents to create and track tickets efficiently, route concerns to the appropriate department, and provide guests with real-time updates during the same interaction. Fresh works also centralizes customer information, improves follow-up tracking, enhances team collaboration, and helps ensure issues are resolved in a timely manner, leading to a better customer experience and increased productivity.

What do you dislike about the product?

"One challenge I experience with Freshworks is that it occasionally displays error messages such as 'You're doing too much' or experiences loading delays, especially when handling multiple tasks. This can temporarily slow down workflow and require refreshing or retrying actions. However, overall, the platform remains easy to navigate and effective for managing tickets and customer interactions.

What problems is the product solving and how is that benefiting you?

Freshdesk helps streamline customer support by centralizing tickets, customer information, and communication in one platform. It allows me to efficiently create, track, and manage cases while on a call, ensuring concerns are routed to the correct department and followed up appropriately. This improves productivity, reduces handling time, and enables me to provide guests with accurate updates and resolutions during the same interaction, resulting in a better overall customer experience.

What do you like best about the product?

It’s easy to use for creating ticket requests, and I can add canned notes to Freshdesk as well.

What do you dislike about the product?

When I get the “unable to load” error, it prevents me from completing the process.

What problems is the product solving and how is that benefiting you?

When we use it to take calls, it makes sure we take the calls in order.

What do you like best about the product?

It is user friendly and easy to navigate

What do you dislike about the product?

There is always an error especially with getting phone calls.

What problems is the product solving and how is that benefiting you?

Call logs of the agents, I can check all their logs and if they were able to follow up with a customer.

What do you like best about the product?

being able to keep all client conversation and documentation in one place

What do you dislike about the product?

Outside users not being able to view ticket content

What problems is the product solving and how is that benefiting you?

communication between teams

What do you like best about the product?

I use Freshdesk for customer support, and I like that missed calls are lessened because we have the option to accept or decline calls. I also appreciate the easy access it provides, especially since no VPN is needed. All tickets are organized, and most importantly, everything is recorded. These features help us associate properly with our customers. The initial setup was very easy to process.

What do you dislike about the product?

I hope that we can automatically assign calls to ourselves instead of them being assigned to other colleagues.

What problems is the product solving and how is that benefiting you?

I find Freshdesk reduces our missed calls with its accept/decline options. We enjoy easy access without needing a VPN, and the way it organizes tickets is invaluable. I also appreciate that everything can be recorded, and we can associate better with our customers.