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Happy Freshdesk Transition
What do you like best about the product?
Automation, Customer Support and ease of use. Ease of Intergration.
What do you dislike about the product?
Reporting updates after every 30min. Please try to get this down to 15min.
What problems is the product solving and how is that benefiting you?
In dept reporting which allows me to pull in dept reports to share with our clients.
User friendly and quick speed allowing a faster response time to our customers.
User friendly and quick speed allowing a faster response time to our customers.
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Transparency and accountability throughout organization
What do you like best about the product?
We did not have a ticketing system prior to Freshdesk. This system has created transparency and accountability throughout our organization allowing for a better staff and customer experience.
What do you dislike about the product?
Could use more automation and integration with our systems
What problems is the product solving and how is that benefiting you?
Call follow up and analyze. Insight in to call volume and why we are recieving certain calls.
Product utilisation
What do you like best about the product?
You can increase the agent occupancy and utilisation and create multiple automations
What do you dislike about the product?
Nothing as such but updgradation on the version would help
What problems is the product solving and how is that benefiting you?
Reduction in the ageing of tickets
Helping to improve productivity & performance
What do you like best about the product?
The analysis data on freshdesk helps me to provide analysis to my superiors regarding team performance
What do you dislike about the product?
Sometimes I have difficulty understanding how to make a dashboard according to my needs
What problems is the product solving and how is that benefiting you?
help me in handling customer tickets and also help me to analyze to improve team performance
Has been a great tool to manage and control the quantity of tickets and SLA performance of agents
What do you like best about the product?
The layout and ease of use, as well and the control over the SLA and Templates to use to keep more efficient and formal all our replies
What do you dislike about the product?
That cannot Mix more emails and names in the accounts of customers also the lack of formats when you reply tickets
What problems is the product solving and how is that benefiting you?
keeps all the info toghether and easy to follow the cases as well that alow us to have templates to help the agents
Saved us during Covid
What do you like best about the product?
Easy to configure. All in one software for phone, chat, and tickets. All cloud based. Excellent support and dev staff. Quick support. Easy to build out and quickly integrate with other systems. Our ticket volume increased by 800% during covid and Freshdesk allowed us to handle all of those tickets on a daily baises. They offer an app store that integrates easily with other providers such as AI solutions.
What do you dislike about the product?
Being easy to configure, sometimes it has limited changes that can be made. Sometimes reporting can be limited
What problems is the product solving and how is that benefiting you?
We were using a shared inbox that wasn't effective at supporting our customers. We also had no ability to work remote and freshdesk solved both of those issues
Easy to use, annoying notifications
What do you like best about the product?
simple, straightforward ticketing and Knowledgebase systems, automation rich features, granular accesses available
What do you dislike about the product?
Company spams your notifications section with 'Product Update' notifications which can never be fully removed, it's annoying to look at the top right thinking I have an important notification when it's just last months development update from the company and not valuable information. I would suggest this be removed from the product and then it would be a 10/10
What problems is the product solving and how is that benefiting you?
integration between multiple products such as FreshDesk and FreshService, will add the phone feature soon to consolidate services
Amazing experience by freshdesk speacially on ticketing tools
What do you like best about the product?
it comes with SLA that helps us to understand the customers problems in brief
What do you dislike about the product?
Nothing as of now, everything is smooth and interface is user friendly
What problems is the product solving and how is that benefiting you?
it is actually gives us SLA and the brief of cusotmer problem, that help us to understand it better
Maximising Efficiency and Performance with Freshdesk’s Analytics Tools
What do you like best about the product?
Freshdesk has become an invaluable tool for our team, especially when it comes to reporting and analytics. The detailed insights we’re able to extract from its reporting features have given us a clear view into key performance metrics, allowing us to identify trends and make data‑driven decisions with confidence. This level of visibility has been crucial for spotting bottlenecks and optimising workflows, enabling us to handle an increased workload more efficiently without compromising service quality. With Freshdesk, we have the data we need to continuously improve and meet our goals in a scalable way.
What do you dislike about the product?
While Freshdesk provides a strong base for customer support, one drawback is the need for several add-ons to enable what feel like essential features, such as dynamic fields. To have fields that show, hide, or become mandatory based on values set in other fields, we’ve had to rely on add-ons rather than having this capability built in. This reliance on additional features can complicate workflows, especially when the add-ons don’t always integrate seamlessly. It would be far more efficient if these dynamic field options were included by default, making the platform more flexible without extra configuration.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us streamline customer support by centralising ticket management and providing valuable reporting and analytics. The insights we gain allow us to track performance, spot trends, and optimise workflows, enabling us to handle increased ticket volumes efficiently. Overall, the platform’s flexibility has greatly improved our responsiveness and service quality.
Ease of Use & Reporting
What do you like best about the product?
The best feature of freshdesk is " Ease of Use "
What do you dislike about the product?
We need an agent availability feature and more self feature to link our Inhouse CRM
What problems is the product solving and how is that benefiting you?
Managing of ticket volume. Ease of handling & automation.
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