Freshdesk
Freshworks Inc.Reviews from AWS customer
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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.
Great experience
What do you like best about the product?
What I like about Freshdesk is how straightforward it is to use. The ticketing system keeps everything organized, the automation features, like ticket routing and follow up reminder, have been helpful, however, you ahve to ensure it is set-up properly. This has saved us time and making sure we respond in a timely manner
What do you dislike about the product?
One thing we’ve struggled with in Freshdesk is the lack of customization it can be hard to adjust workflows to fit exactly what we need if you are not familiar with how to set it up. We would have to call or submit email tickets to get assistance to set-up some features/automation which can be time consuming.
What problems is the product solving and how is that benefiting you?
Freshdesk has made it so much easier for us to handle customer inquiries by bringing everything into one place. Automating repetitive tasks like ticket routing and follow-ups has saved us a lot of time, letting our team focus on more important tasks.
Easy to manage
What do you like best about the product?
how to sort out the tickets by categories and the convenience to generate that report
What do you dislike about the product?
some features might cost extra in order to be used
What problems is the product solving and how is that benefiting you?
solving our issue on manually sorting out the tickets by categories
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.
1 year using the system
What do you like best about the product?
Ahora mismo estoy estudiando para una integracion mediante API
What do you dislike about the product?
quizas la visualización y la manera en que se exportan los documentos
What problems is the product solving and how is that benefiting you?
Easy and simple, it solved my problem of customer service agent productivity.
Excellent productivity and agent performance
What do you like best about the product?
The way for looking all company tickets.
What do you dislike about the product?
Maybe the learning curve for new users are dificult.
What problems is the product solving and how is that benefiting you?
As administrators, it helps us supervise daily operations by generating specific reports for different cases.
Great Ticketing System
What do you like best about the product?
We have many different departments in our Business, as such we needed a system which we can customise ourselves to include bespoke fields which also lets us create reports to be sent out automatically from Freshdesk removing the need for someone to create these.
We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.
Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis
Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.
Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes.
We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.
Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis
Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.
Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes.
What do you dislike about the product?
One draw back for me is the reporting in analytics, this only updates once per hour and each instance updates at a different time, it would be good if the data in these reports were live and read from the database or atleast an easy way to see when the database refreshed. Currently i look at the last updated date to get the time of the latest update to have an idea when the database refreshed.
What problems is the product solving and how is that benefiting you?
We used to use Outlook to manage our workloads and over time this became more and more unsustainable. Freshdesk not only had an immediate impact on our Customer response times is also improved satisfaction whist reducing complaints.
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