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Solid omnichannel, sometimes limited, but better than the competition!
What do you like best about the product?
We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed.
What do you dislike about the product?
Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances!
What problems is the product solving and how is that benefiting you?
We use Freshdesk to serve customers of a cosmetics brand across multiple markets. Freshdesk allows us to integrate livechat, email, website 'contact us' forms and new ways of contacting such as Whatsapp.
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Service très simple d’utilisation de formation et surtout un gain de temps pour le client
What do you like best about the product?
La simplicité d'utilisation pour les équipes permettant un gain significatif en terme de délai de réponse pour le client
What do you dislike about the product?
Pas d'inconvénient majeur rencontré Avec l'outil
What problems is the product solving and how is that benefiting you?
De regrouper et de résoudre dans un unique outil, les demandes de Clients
Manager of Resident Experience
What do you like best about the product?
Ease of use, callboration, and integrations
What do you dislike about the product?
Should be able to assign more than 1 person per ticket
What problems is the product solving and how is that benefiting you?
The shared inbox has made leaps and bounds in our callaboration and customer satiusfaction!
Excellent tools - Freshdesk and Freshchat
What do you like best about the product?
Ease of use
customer support
Ease of Implementation
Ease of Integration
Ominisupport
customer support
Ease of Implementation
Ease of Integration
Ominisupport
What do you dislike about the product?
- Cost of AI BOT session
- Can do better a job in managing social tools
- Can do better a job in managing social tools
What problems is the product solving and how is that benefiting you?
Managing customer queries via chat and email, it helps keeping everything on one platform and also helps in managing customer satisfaction level
Efficient, Feature-Rich, and Easy to Use for Seamless Customer Support
What do you like best about the product?
One of the best features of Freshdesk is its user-friendly interface that makes it easy for both customers and support teams to navigate. The ticket management system is streamlined, helping agents quickly respond to customer inquiries. Freshdesk also offers a range of automation features, such as ticket routing, automatic replies, and workflows, which can save a lot of time and reduce manual effort.
Additionally, the ability to integrate with various third-party apps and its multi-channel support—such as email, chat, phone, and social media—makes it a great all-in-one solution for customer support teams looking to provide seamless service across different platforms.
Additionally, the ability to integrate with various third-party apps and its multi-channel support—such as email, chat, phone, and social media—makes it a great all-in-one solution for customer support teams looking to provide seamless service across different platforms.
What do you dislike about the product?
One downside of Freshdesk is that while it offers a lot of features, some of the more advanced functionalities, such as custom reporting, advanced automation, or certain integrations, are often locked behind higher-tier plans. This can make it more expensive for businesses that need those capabilities.
Another potential drawback is that the customization options for the interface and workflows can be somewhat limited compared to other platforms, especially for larger teams with more complex needs. Users may also find that the knowledge base and self-service tools are a bit basic or require extra configuration to meet specific needs.
Lastly, while Freshdesk is generally reliable, there have been occasional reports of performance issues or slow response times during peak times, particularly with larger ticket volumes or complex workflows.
Another potential drawback is that the customization options for the interface and workflows can be somewhat limited compared to other platforms, especially for larger teams with more complex needs. Users may also find that the knowledge base and self-service tools are a bit basic or require extra configuration to meet specific needs.
Lastly, while Freshdesk is generally reliable, there have been occasional reports of performance issues or slow response times during peak times, particularly with larger ticket volumes or complex workflows.
What problems is the product solving and how is that benefiting you?
Freshdesk solves key issues like ticket management, automation, and team collaboration, streamlining workflows and improving response times. This leads to faster resolutions, reduced workload, and better overall customer satisfaction.
we the freshservice product. we use freddy AI, automation, approval processes, automated responses.
What do you like best about the product?
freddyAI and summarizing a ticket is helpful. approval processes are great as well.
What do you dislike about the product?
I do not like how hard it is to integrate with Azure Entra ID to help with auto provisioning of groups. or adding and removing users from groups.
What problems is the product solving and how is that benefiting you?
Approval process, ticket response time, reporting to see what agents are working on.
Easy to Set Up and Start Supporting Your Company
What do you like best about the product?
It is very intuitive and easy to set up and start supporting your company. If there is any confusion on how to do a certain set up in Freshdesk, ther support team has been very prompt in helping to get us to where we need to be.
What do you dislike about the product?
Remorting has not been as consistent as we have wanted. It sometime takes a little extra time to figure out exactly how to tweak settings to your report to display the correct information.
What problems is the product solving and how is that benefiting you?
Change Management and Helpdesk are our main uses for FreshDesk.
Freshdesk Review
What do you like best about the product?
Ticketing tool and automation of ticket creation from Freshchat
What do you dislike about the product?
NPS feature unavailability which is very important
What problems is the product solving and how is that benefiting you?
Automation ticket creation
Life changer !
What do you like best about the product?
it is user-friendly with high capabilities in terms of productivity management, it's flexible in terms of integration with other systems and it helps to set some automation which impacts the customer support and enhance the customer satisfaction.
What do you dislike about the product?
Some automation requires adding an extra app within the freshdesk.
What problems is the product solving and how is that benefiting you?
helps to manage the customer's issue within time and manage the team's productivity and in addition the visibility on report analysis
Sandeza doing Seamless integration with Freshworks Product
What do you like best about the product?
Freshdesk brings all customer interactions whether they're through email, chat, phone, or social media into a single, unified view. This makes it easy for support agents to track and respond to inquiries without jumping between multiple tools.
Freshdesk give straight forward documentation for Integration.
Freshdesk give straight forward documentation for Integration.
What do you dislike about the product?
We are unable to increase the Freshdesk CTI location widget width side
What problems is the product solving and how is that benefiting you?
Freshdesk is solving several key problems faced by businesses when it comes to customer support, and its solutions deliver significant benefits across teams and organizations.
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