Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Honest Review with 4 year of Experience
What do you like best about the product?
1. The ease of integration with the website and other necessary softwares.
2. Ease of customization with the tools as per our requirements. e.g designing helpcentre page. Set FAQs for the end Customers.
3. Availability of so many supporting Apps.
4. Data security.
5. Post sale assistance and ease. The response time is very effective.
2. Ease of customization with the tools as per our requirements. e.g designing helpcentre page. Set FAQs for the end Customers.
3. Availability of so many supporting Apps.
4. Data security.
5. Post sale assistance and ease. The response time is very effective.
What do you dislike about the product?
1. Data migration from other ticketing tools is limited. You can import data from very limited tools only.
2. Time taken by an Agent or a team/ Group on any ticket (Assinged time) is not available.
2. Time taken by an Agent or a team/ Group on any ticket (Assinged time) is not available.
What problems is the product solving and how is that benefiting you?
1. Complete Alanytics of customer queries/ Complaints.
2. Automating majority queries and monitor customer sentiments on responses through Automations.
3. Customer Sentiments on each and every conversations.
4. Team Analytical data managements.
2. Automating majority queries and monitor customer sentiments on responses through Automations.
3. Customer Sentiments on each and every conversations.
4. Team Analytical data managements.
Succes with Freshdesk
What do you like best about the product?
Freshdesk is incredibly user-friendly and makes managing customer support seamless. Its intuitive interface, automation features, and robust ticketing system save time and improve efficiency. Plus, the integration options are excellent, making it adaptable to various business needs.
What do you dislike about the product?
We would greatly appreciate it if the AI chat agent could be more advanced and intelligent.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep all our customer inquiries in one place, so nothing gets missed. It makes it easy to manage emails and chats, without jumping between different tools. The automation features save us a lot of time by handling repetitive tasks, and it’s made our customer support faster and more organized. Overall, it’s helped us give better service and stay on top of things.
Efficient and Seamless Customer Support with Freshdesk
What do you like best about the product?
I appreciate Freshdesk's interface and powerful automation features that simplify our work on customer support and payment support-related ticket management and Freddy improves our responses and Canned responses save time. Its Freshdesk's multi-channel support allows seamless email, chat, and social media communication, ensuring consistent customer service. The analytics and reporting tools are already some reports are predefined we need to update them according to our use. The reports provide valuable insights to optimize team performance and CSAT helps improve customer satisfaction.
What do you dislike about the product?
One drawback of Freshdesk is that its advanced features can be complex to set up and may require additional training for the team. Additionally, the mobile app has limited functionality compared to the desktop version, which can sometimes lead to delays in customer support.
What problems is the product solving and how is that benefiting you?
Freshdesk streamlines customer support by centralizing inquiries from multiple channels into one platform, reducing response times and improving issue resolution. Its automation features handle repetitive tasks, freeing up the team to focus on complex customer needs. This has led to increased team productivity, better customer satisfaction, and more efficient management of high support volumes.
Best tool for Customer Service
What do you like best about the product?
Easy to track tickets, SLA meet, KPI based on the Freshdesk tickets
What do you dislike about the product?
It's a bit slow when I add FreshDesk properties.
What problems is the product solving and how is that benefiting you?
Filling up the properties via AI
Freshdesk_Feedback
What do you like best about the product?
Product capabilities, Automations, execute scenarios, Reporting and analytics
What do you dislike about the product?
01. In Time trigger automations we dont have webhook option or of adding a public note on tickets.
What problems is the product solving and how is that benefiting you?
TIcket autoassignment made easy.
Reporting made easy
Third party app - Bulk light manager has helped in actioning tickets in bulk
Automations helped us in reducing agent bandwidth by 25%
Reporting made easy
Third party app - Bulk light manager has helped in actioning tickets in bulk
Automations helped us in reducing agent bandwidth by 25%
Freshdesk the way forward for CS
What do you like best about the product?
01. All Automations
02. Knowledge base
03. Execute Scenarios
04. Custom objects & fields
02. Knowledge base
03. Execute Scenarios
04. Custom objects & fields
What do you dislike about the product?
01.AHT is only calculative of time spend on a ticket details page.
02. In Time trigger automations Adding a note or addition of Webhook is not available.
03. no search option available in scenario automations.
02. In Time trigger automations Adding a note or addition of Webhook is not available.
03. no search option available in scenario automations.
What problems is the product solving and how is that benefiting you?
01.Freshdesk has helped us in lot many ways in terms of handling the high and unexpected inflows.
02.We have integrated custom mailboxes so that all the customer queries can land into freshdesk inbox and team can work on them accordingly without delay.
03. Ussing freshdesk automations we are able to hadnle 25% of our daily inflow without an agent intervention.
02.We have integrated custom mailboxes so that all the customer queries can land into freshdesk inbox and team can work on them accordingly without delay.
03. Ussing freshdesk automations we are able to hadnle 25% of our daily inflow without an agent intervention.
Makes it easier to keep a track of productivity and easy to check real-time productivity
What do you like best about the product?
All kind of actions taken in a particular ticket. It gives a clear picture to take further action
What do you dislike about the product?
Any change in ticket fields impact all the groups. It should be limited to a group where changes are required
What problems is the product solving and how is that benefiting you?
It is hepful in communicating to the customer through emails. Keeping a track of productivity and each action of the particular ticket
Highly recommended for teams looking for a smart, user-friendly chat solution!
What do you like best about the product?
We’ve been using Freshchat for a month now, and we’re thrilled with how it has streamlined our team’s communication processes. The standout features for us have been the automatic assigning, which ensures queries are routed to the right person without any delay, and the translation capabilities, which make it so easy to connect with customers across different languages.
The onboarding process deserves a special mention—it’s incredibly well-structured and designed to set up your team for success from day one. It’s clear that a lot of thought went into making the platform intuitive and easy to use, even for those who are new to such tools.
Freshchat has significantly improved our team’s efficiency and customer engagement.
The onboarding process deserves a special mention—it’s incredibly well-structured and designed to set up your team for success from day one. It’s clear that a lot of thought went into making the platform intuitive and easy to use, even for those who are new to such tools.
Freshchat has significantly improved our team’s efficiency and customer engagement.
What do you dislike about the product?
No dislikes at the moment, everything’s great!
What problems is the product solving and how is that benefiting you?
Freshdesk solves communication barriers with auto translation, making it easy to connect with guests in their preferred language. Its user-friendly interface ensures our team can navigate effortlessly, enhancing productivity. Plus, the ability to have direct contact with guests streamlines support, improving customer satisfaction and team efficiency.
Review about Freshwork CRM
What do you like best about the product?
I like the analytics part it helps maintaining the operations and SLA like RT FRT.
What do you dislike about the product?
The intelling assign feature doesn't work always. It impacts overal average SLAs.
What problems is the product solving and how is that benefiting you?
Keep maintaing SLAs. Provide fast and quick resolution to customers via chat. With the help of data we were able to improve our operations.
Freshdesk review
What do you like best about the product?
Chat bot support, automation, tickets customization flexiablity
What do you dislike about the product?
Customer satisfaction survey, analytics.
What problems is the product solving and how is that benefiting you?
Tracking customer contact reasons and deflecting incoming customer contacts.
it benefits the business with knowing why customers need to reach out to customer service and what are the challenges they are facing, this helps with creating solutions to tackle the customer shopping experience
it benefits the business with knowing why customers need to reach out to customer service and what are the challenges they are facing, this helps with creating solutions to tackle the customer shopping experience
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