Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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Great Productivity
What do you like best about the product?
Ticketing serves as a valuable feature that significantly enhances overall productivity.
What do you dislike about the product?
None of the current features I utilize are causing any problems.
What problems is the product solving and how is that benefiting you?
Maintaining an organized email system across various departments
"Transformative Impact on Support Efficiency and Customer Satisfaction with Freshdesk"
What do you like best about the product?
One of the things I appreciate most about Freshdesk is how its automation features simplify repetitive tasks, saving time and speeding up response rates. The ticketing system is user-friendly and, combined with customizable workflows, makes managing a large number of requests much more efficient. Another standout feature is the self-service knowledge base, which lets customers find answers quickly and has noticeably reduced the volume of simple inquiries we receive. On top of that, the detailed analytics and reporting tools are a huge plus, helping us monitor key metrics and improve our support strategies over time.
What do you dislike about the product?
Freshdesk is a strong platform overall, but there’s room for improvement in its customization capabilities, particularly when dealing with advanced settings. Tailoring the platform to fit unique workflows can sometimes feel restrictive, leading to the need for workarounds. Another area for enhancement is performance—features like reports or the ticketing dashboard can be slower to load during peak times, which can impact efficiency. While these issues are relatively minor, they can become noticeable when managing high volumes or very specific business processes.
What problems is the product solving and how is that benefiting you?
Freshdesk has significantly optimized our support processes by centralizing ticket management, automating repetitive tasks, and empowering customers with self-service options. This transformation has allowed us to handle high ticket volumes more effectively, cutting response and resolution times by roughly 30%. The automation features are especially valuable, as they manage routine inquiries while routing complex issues to the appropriate teams, ensuring seamless support. Furthermore, the self-service knowledge base has decreased basic inquiries by about 15%, enabling our team to concentrate on more critical tasks. These improvements have not only enhanced team efficiency but have also driven an 18% increase in customer satisfaction, as support is delivered faster and more accurately.
Simple and comprehensive Helpdesk
What do you like best about the product?
It's simple to use and provides a comprehensive service desk from start to finish
What do you dislike about the product?
It would be nice to have the ability to hide functions you don't use daily for your own individual requirements
What problems is the product solving and how is that benefiting you?
It helps us provide a full functional service desk for all of our clients and assists us in monitoring SLA's
We have been working with freshwork since 7 years and this helped us to improve our customer service
What do you like best about the product?
Very easy to handle and the support team is very consistent and efficient.
What do you dislike about the product?
Nothing as such found as we are using this for more than 5+ years
What problems is the product solving and how is that benefiting you?
This helped us to improve our data capturing and ticketing system. This helped us to improve our agent productivity by 50%.
FD Review
What do you like best about the product?
Overall the Fresh Desk is Good to use in.
What do you dislike about the product?
Nothing such cons observed yet to dislike
What problems is the product solving and how is that benefiting you?
Overall a great tool to use for ticketing.
Revolutionized Our Customer Management with Efficiency
What do you like best about the product?
I like how easy it is to find a ticket in Freshdesk. Having a specific view of what I'm looking for allows me to give quick responses, which improves our efficiency in all aspects. I also appreciate that the initial setup was simple and without many complications.
What do you dislike about the product?
I believe that one of the aspects Freshdesk could improve is the incorporation of automatic summaries with artificial intelligence at the ticket level. It would be of great value to have a contextual summary of the complete ticket history, especially in long threads with multiple interactions between the customer and different agents. This functionality would allow understanding in seconds the current state of the case, the key points addressed, the actions already taken, and the pending issues, without the need to read the entire exchange of emails or internal notes.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for managing communications with clients and suppliers, achieving traceability and efficiency. It resolves the lack of internal communication and provides a history of conversations. The ease of finding tickets improves quick response and efficiency.
Freshdesk: A Game-Changer for Omnichannel Support
What do you like best about the product?
Freshdesk is known for being user-friendly, making it accessible for both small teams and large organizations without a steep learning curve. It offers robust automation features, like ticket routing, canned responses, and SLA management, which help streamline tasks and improve team productivity.
Customer Support for is very excelent. I get support at the earliest.
Integration with Freshdesk is a piece of cake, thanks to the API & SDK docs
Implementation of a new instance for a specific use case is straight forward that even a new user can implement thier work flows based on their business use case.
Customer Support for is very excelent. I get support at the earliest.
Integration with Freshdesk is a piece of cake, thanks to the API & SDK docs
Implementation of a new instance for a specific use case is straight forward that even a new user can implement thier work flows based on their business use case.
What do you dislike about the product?
Freshdesk’s mobile app, though functional, may lack certain advanced features or customization options available on the desktop platform, limiting flexibility for teams working on the go.
What problems is the product solving and how is that benefiting you?
Freshdesk stands out as a simple, affordable helpdesk tool that enables organizations of all sizes to strengthen customer relationships and deliver excellent support. One of its key advantages is its accessible pricing. For many small businesses, high costs can be a barrier to exploring advanced support features. Freshdesk, however, offers competitive pricing and flexible plans, making it a feasible solution for organizations looking to enhance their support capabilities without breaking the budget.
freshworks review good experience
What do you like best about the product?
Its interface is very user-friendly and easy to navigate the page.
What do you dislike about the product?
Nothing, really it's all very friendly and clear
What problems is the product solving and how is that benefiting you?
Team work, email management in different mailboxes
Easy UI management, Reduction in overall customer support cost by 30%.
What do you like best about the product?
Cost is worth it. Freshdesh integration with Freshchat and other tools. Automation is possible for various use cases.
What do you dislike about the product?
Slow at times and UI can be better. Delay in messages should be fixed asap.
What problems is the product solving and how is that benefiting you?
All in one customer platform.
We are using it for conversation support in app and it has helped us in reducing company costs
We are using it for conversation support in app and it has helped us in reducing company costs
Productivity and Happy Co-Workers
What do you like best about the product?
User-Friendly Interface: I find the interface to be quite intuitive and easy to navigate, which makes managing customer support tickets a breeze.
What do you dislike about the product?
Customization Limitations: The customization options are there, but they can be pretty limited. Sometimes, I feel like I need to know how to code just to implement more advanced customizations.
What problems is the product solving and how is that benefiting you?
Improved Response Times:
Problem: Slow response times can lead to customer dissatisfaction and a poor service experience.
Benefit: By streamlining workflows and providing tools like canned responses and bulk actions, Freshdesk helps improve response times, ensuring customers receive timely support.
Problem: Slow response times can lead to customer dissatisfaction and a poor service experience.
Benefit: By streamlining workflows and providing tools like canned responses and bulk actions, Freshdesk helps improve response times, ensuring customers receive timely support.
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