Freshdesk
Freshworks Inc.External reviews
3,575 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Streamlines Support Workflow, Needs Better Reporting
What do you like best about the product?
I appreciate Freshdesk for managing our client support tickets effectively, organizing them with updated status to track and resolve easily with customer satisfaction. I like the automation with ticket flow configuration, including categorizing tickets, prioritizing, and assigning them to the correct group of support agents, which improves our efficiency. Agents can easily collaborate within internal teams, and the tool also supports the creation and mapping of knowledge base articles and uses AI. The initial setup was smooth, and integration with email was quick for generating tickets. Overall, Freshdesk helps us address support tickets quicker.
What do you dislike about the product?
Seems limited reporting about tickets, cost.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage client support tickets effectively. It organizes tickets with updated statuses, automates categorization and prioritization, and assigns to agents, improving efficiency and customer satisfaction.
Automatic Ticket Creation Makes Issue Tracking Easy
What do you like best about the product?
We can automatically create a ticket if there is any issue user is facing
What do you dislike about the product?
Sometimes I feel like adding videos and screenshot are difficult it will take time and no proper fitting
What problems is the product solving and how is that benefiting you?
I am QA tester so any software issue is created it is assigned to QA team as agent and then we do analysis and add a note and assign to other teams like ios team or android team or backend team, we can also know how the tickets has come from same user and timing of the ticket creation
A Review on FreshDesk
What do you like best about the product?
The ticketing and tracking down the ticket in freshdesk is very easy
What do you dislike about the product?
The upgrade plan of Freshdesk is a little expensive.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to line up all my club messages in one place and then solve them one by one by ticketing.
Efficient Ticketing with Great Features
What do you like best about the product?
I like that Freshdesk is easy to use, which makes it a great helpdesk tool for my organization. I appreciate the discounted pricing, which is beneficial for us. The custom mail SMTP feature is also a plus, as it allows for more personalized communication options. I'm impressed with the modern features and app integrations, which keep everything organized and centralized in one place. This saves time by having centralized ticketing for the entire organization. The initial setup was very easy, which made the transition smooth.
What do you dislike about the product?
Sometimes due to a technical glitch, outgoing gets blocked and I have to raise a support ticket, which delays operations.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for its centralized ticketing system, which saves time for my organization. The easy-to-use interface and app integrations help streamline our operations.
One of the Best, Most User-Friendly Ticketing Tools
What do you like best about the product?
It is one of the best tools for ticketing purposes. Everyone can use it because it is very user-friendly.
What do you dislike about the product?
Sometimes I run into syncing issues when assigning tasks in Jira.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we can access all related emails and Jira discussions in one place. We can also add private notes with our own analysis, which is very useful.
Feature-Rich and Scalable for Growing Businesses
What do you like best about the product?
The amount of features that you could use and how you can scale it for your business.
What do you dislike about the product?
It’s hard to point to one thing at a general level, but one issue that causes a bit of struggle is when email threads aren’t merged. In those cases, you end up seeing both the latest email reply and the entire email thread repeated with every action.
What problems is the product solving and how is that benefiting you?
The main thing it solves for us is collecting all customer questions and issues. It helps our team gather the right information and respond in a clear, structured way.
Intuitive Interface, Centralized Support Hub
What do you like best about the product?
I love Freshdesk's simplicity combined with powerful service management features. The intuitive and easy-to-navigate interface makes it simple for both agents and end users. I appreciate how it centralizes all support requests in one place, eliminating missed tickets and reducing manual follow-ups. The clean and user-friendly interface makes it easy to move between tickets, dashboards, reports, and configuration settings without confusion. I also value the features like automation and workflow, SLA rules, and customizable configurations.
What do you dislike about the product?
Freshdesk could be improved in making configuration time because 30 minutes is often not sufficient to properly explain it should be increased to 1 hour.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to centralize all support requests, eliminating missed tickets and reducing manual follow-ups.
Easy Query Tagging That Just Works
What do you like best about the product?
We are able to tag all the Queries Since we are supporting in all the forum to Customers
What do you dislike about the product?
Manual tagging has to be made as automation with the Forum integration
What problems is the product solving and how is that benefiting you?
This helps in addressing repeat issues and improving SLA configuration, allowing us to identify problems quickly and ensure faster resolution with proper root cause analysis (RCA
Great Tool for support and caser management
What do you like best about the product?
It is a robust platform, fairly easy to use and integrate. Customer support has been responsive, patient and professional.
What do you dislike about the product?
Configuration is sometimes not intuitive.
What problems is the product solving and how is that benefiting you?
Internal management of operations and helpdesk support.
Easy to Use, Feature-Rich Plans with Fast, Close Customer Support
What do you like best about the product?
very easy to use, lots of features available in each plan, very close and fast Customer Support team
What do you dislike about the product?
the Analytics module is very slow, some features could be more customizable
What problems is the product solving and how is that benefiting you?
it centralized our full-suite Customer Care processes (from Support, to Product, to Engineering), so we have all teams using it to collaborate seamlessly. that way, and via its Analytics, we gained visibility into the operation and the results are measurable
showing 1 - 10