My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations.
For the industry that I'm working in, Freshdesk is used primarily for help in education and related tasks.
Freshdesk
Freshworks Inc.External reviews
3,447 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Freshdesk Review ~1 year of use
What do you like best about the product?
Analytics, time tracking, ease of setup and use. Overall I enjoy using the software daily, however there are small things that I'm not a huge fan of.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
What do you dislike about the product?
The automation isn't always great and we spend a fair amount of time either experimenting with filters, or manually routing tickets to the correct user/area.
What problems is the product solving and how is that benefiting you?
Understanding how much time and resources we allocation to different clients and vendors. Prior to FD we were working collaboratively out of Gmail. While that worked on a small scale, pulling data from that was incredibly difficult and did not give us meaningful data. In addition, some tickets were slipping through the cracks. So in addition to client based analytics, we now have support technician analytics which helps us understand how our team is functioning/
Support effectiveness with less costs
What do you like best about the product?
Cost is the major factor, but the easy to use interface must be mentioned as well.
What do you dislike about the product?
I think that the KB section must have some improvements in terms of UI.
What problems is the product solving and how is that benefiting you?
Operational costs when providing support to customers.
A better fit for us than Zendesk
What do you like best about the product?
1. The natural language bot is good
2. The configuration options are endless
3. Easy, powerful integration with jira.
2. The configuration options are endless
3. Easy, powerful integration with jira.
What do you dislike about the product?
1. Confusing documentation as there's o;d and new versions available on the internet
2. Customer support can be slow to respnd but they are helpful when they do
2. Customer support can be slow to respnd but they are helpful when they do
What problems is the product solving and how is that benefiting you?
The problems are pretty standard, we want to switch as many users as possible to self serve and Freshdesk's Freddy AI has helped with that a lot.
A Well-Rounded Helpdesk Platform for Growing Team
What do you like best about the product?
What I like best about Freshdesk is its clean interface, smart automation, and multichannel support. It streamlines ticket handling and improves team collaboration without overwhelming users.
What do you dislike about the product?
Freshdesk can lag during peak hours, and some advanced features are locked behind higher-tier plans. The mobile app also feels limited compared to the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer inquiries from multiple channels, automate ticket routing, and track resolution times. This has improved our response speed, reduced missed tickets, and increased customer satisfaction.
Freshworks is a key player for managing our support
What do you like best about the product?
Managing tickets, automating ticket distribution defining the response and resolution goals, and ensuring the quality of support
What do you dislike about the product?
There are no downsides, but I think a quick assistance option should be there for their recently released AI agent feature
What problems is the product solving and how is that benefiting you?
Managing multiple tickets, and ticket history of every client contact, easy resolution, quick adaptability by the new joinees
Efficient, Intuitive and Reliable Support channel.
What do you like best about the product?
Easy to navigate within the app even for new user. It also support mobile app so that support will be provided on the go. Seemless integration with other apps such as CRM, Wordpress, shopify and others.
What do you dislike about the product?
Recently freshdesk discontinued its free plan and forced to switch to paid plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage all customer queries from email, chat and social media in one place reducing response time and faster replies to customer which helps build brand reputation.
Easy, convenient and fast
What do you like best about the product?
I've used freshdesk for almost 2 years at the time i was in the role of a customer experience associate as a customer support officer and from there i was promoted to a Lead and one of the things i liked about it is the ability to provide accurate analytics and reports which are very handy when it comes to intepreting data, metrics, and other key information required in reports,
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
What do you dislike about the product?
One thing that i found very limiting is that it doesn't support all the social media channels, including X, due to their API and DPP, also whatsapp- Gupush
What problems is the product solving and how is that benefiting you?
Having the possibility to have access on so many different channels on one platform and being able to track all of them , this is something that changed everything
I think it's best for the support function. Very easy to use.
What do you like best about the product?
I think it's best for the support function. Very easy to use.
What do you dislike about the product?
I think I need some more AI tools for automation.
What problems is the product solving and how is that benefiting you?
Customer issue raised process good feature
Very user friendly
What do you like best about the product?
Easy to get an information and integreated with many other softwares.
What do you dislike about the product?
Somtimes the call record is missing, other than that everything is fine.
What problems is the product solving and how is that benefiting you?
We are currently using Freshdesk as our CRM, along with Freshcaller and Freshchat. This all-in-one integration makes it easy for us to manage everything in one place. The platform provides accurate data and is very user-friendly.
Support for multiple languages and comprehensive customer assistance enhances overall efficiency
What is our primary use case?
What is most valuable?
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
With the existing capabilities in Freshdesk, they assist in manual assistance by streamlining communication and providing essential tools for support.
I have used the self-service portal for customers, and it has significantly helped in managing customer queries and reducing the workload.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
What needs improvement?
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
For how long have I used the solution?
I have had three years of experience with Freshdesk.
What do I think about the stability of the solution?
Freshdesk is stable solution and easy to use
What do I think about the scalability of the solution?
Freshdesk is most definitely scalable and can be used company wide in various departments.
How are customer service and support?
They offer customer support, and I would rate them a nine on a scale of one to ten, as their service meets our expectations.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Did not have a solution before Freshdesk.
How was the initial setup?
It took us about three weeks to deploy Freshdesk, which was manageable with our team's schedule.
I would rate this product setup as very good, as it suits our needs well.
What about the implementation team?
With just myself facilitating the help, the experience was collaborative but primarily my responsibility.
Third parties, such as consultants, were not involved in my deployment process.
What was our ROI?
As the call center manager, I have been closely involved in all aspects of using Freshdesk.
Currently, it requires some maintenance from me, but it is not overwhelming, and it is a manageable part of my responsibilities.
What's my experience with pricing, setup cost, and licensing?
Affordable with little cost to set up
Which other solutions did I evaluate?
Yes, such as zendesk, salesforce etc but found freshdesk most suitable in terms of use and pricing
What other advice do I have?
My feedback can be shared with or without attribution.
I look forward to receiving the link, which I will be able to edit later.
I confirm that my company is just a customer with Freshworks and not resellers.
My review rating for Freshdesk is nine out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
showing 131 - 140