Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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We reduced first response time by 80%
What do you like best about the product?
We use automations to do quick clean-up, and are better able to collaborate across teams.
What do you dislike about the product?
Not being able to change the TO field on a reply.
What problems is the product solving and how is that benefiting you?
Analytics - we're able to track our SLAs
A user friendly platform that's easy to use which will give you the results you need
What do you like best about the product?
The flexibility setting up the board to your needs.
What do you dislike about the product?
There isn't anything that comes to mind that I dislike
What problems is the product solving and how is that benefiting you?
Streamlined support system.
Supporting Customer with Freshdesk
What do you like best about the product?
Great automation abilities, cross departmental abilities and reporting.
What do you dislike about the product?
AI tools are not particularly usefull. Some legacy things like manditory default status that could be improved.
What problems is the product solving and how is that benefiting you?
Ability to run our support desk and call centre all from freshdesk
Increased Understanding of Root Causes, Trends and Inter-Business Interactions
What do you like best about the product?
The reporting elements and capabilities are massively detailed and can be tailored to provide whatever data is needed.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
What do you dislike about the product?
Being web-based, it can be a bit clunky.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to monitor my team's productivity to a certain degree, but most importantly it allows me to delve into summaries of query types, root causes and resolutions.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
Super Useful Tool
What do you like best about the product?
The important one is automation and saved responses. It saves up time and manpower so the right people can work on the more important tickets instead of blank or spam mails from the customers. This has made us improve our customer satisfaction level and we are also able to track the satisfaction level through surveys. The reporting is super easy on freshdesk, you can compare a large data in very short time because all the options are available in one place. The security is also amazing on if we keep the freshdesk ideal for 30 minutes, it logs you out which ensures safety of data.
What do you dislike about the product?
The time it takes to load the bulk files, and the pre-filled date of the report while exporting as 7 days.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping solve the customer complaint management, which is an extremely important aspect of the company where their customers are completely satisfied and they are not being ignored. The cost that freshdesk is providing is really nice and competitive, the price is completely justified when it comes to features.
Our Experience with Freshworks
What do you like best about the product?
I continue to like what I have mentioned in the past.
What do you dislike about the product?
Innovation and adoption of AI
Build of new age features is very slow
Visibility of future roadmap
Build of new age features is very slow
Visibility of future roadmap
What problems is the product solving and how is that benefiting you?
Helped in Improving our customer support experience.
Amazing product
What do you like best about the product?
Ease for implementation, Best solution for ticketing
What do you dislike about the product?
Lack of customer support, Everytime we need to wait
What problems is the product solving and how is that benefiting you?
Improved in agent productivity
Freshdesk making tasks easier
What do you like best about the product?
Queue setup and filtering options, reporting is made easy
What do you dislike about the product?
Delays in ticket assignment. sometimes have to double back with checking who grabbed a ticket
What problems is the product solving and how is that benefiting you?
Service management and ticketing system
Freshdesk: Features, Pros, and Cons
What do you like best about the product?
articularly its focus on enhancing productivity and simplifying reporting
What do you dislike about the product?
While Freshdesk does provide the ability to generate and schedule reports, the delay in receiving them via email can hinder immediate access to critical data. Direct report downloads within the platform would indeed be a more efficient option
What problems is the product solving and how is that benefiting you?
Freshdesk excels at providing email support and managing customer interactions through its shared inbox feature. Here's how it helps streamline email support and improves tracking
In the customer service teams resolve inquiries quickly and easily without any hassel .
What do you like best about the product?
we are feeling good to work with freshdesk and manage our employee works.
What do you dislike about the product?
Nothing to say anything all are good as of now
What problems is the product solving and how is that benefiting you?
its helps to track created Ticket date and last conversation on the basis of that we can set our target how can we resolve customer query As soon as possible .
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