Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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External reviews are not included in the AWS star rating for the product.
Transforming Customer Support with Intuitive Features
What do you like best about the product?
Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall.
What do you dislike about the product?
Moving forward, our focus will be on enhancing reporting and analytics through integration with a third-party BI tool for deeper insights and real-time monitoring which is not upto the mark as of now and this is our pain point
What problems is the product solving and how is that benefiting you?
Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall.
Simple tool but lacks few feature
What do you like best about the product?
Multiple ai tools to improve productivity
What do you dislike about the product?
Now a days the tools laging a lot and need to improve support and features
What problems is the product solving and how is that benefiting you?
Maintain the ticket history & helping us to handle all the channels like call, email & chat in single platform with there wide range of products
Freshdesk Review
What do you like best about the product?
User firendly UI , easy to integrate and use
What do you dislike about the product?
Support response is not upto mark also the reate limit is low
What problems is the product solving and how is that benefiting you?
Providing support to customer
software engineer
What do you like best about the product?
easyy to integrate and friienndly ui . great experiience
What do you dislike about the product?
frequent downtime and hard to import data from it
What problems is the product solving and how is that benefiting you?
using it to conneect with cusstomer for support
SD
What do you like best about the product?
Easy to integrate and user friendly Ui for support
What do you dislike about the product?
Rate limit of API is low , should be more to get data form it
What problems is the product solving and how is that benefiting you?
Intracting with customer support
Long-term Freshdesk User
What do you like best about the product?
Easy to integrate to internal platforms, reporting is good. The UI is great and easy to use. Permissions can be adjusted and ticket scope.
What do you dislike about the product?
Old slack integration works better but gets broken often. The new Slack app doesn't offer features of linking to slack channels from the app which is a big downside.
What problems is the product solving and how is that benefiting you?
Allows our customers to reach out to us for support related issues agents can pick up on more easily.
Great
What do you like best about the product?
I love how easy it is to use, but there are a few things I wish they would fix, or do more of. Freshdesk is very helpful, and willing to jump on a call if you need them. They are very nice. The price is very fair. The UI looks nice, and is very similar to an email platform.
What do you dislike about the product?
They change CSMs a lot. There are some things the product can't do, that would be helpful. Or if you can do it, you need to do dev work to get it done. Reporting could be a bit easier to use, or more intuitive. I do wish they would take more of my product feedback and put that into action. There are a few more integrations I wish they had built into the system. Jira was not easy, so we ended up not using it, it was giving us an error during setup. The Salesforce integration has gone through a few phases, which was not easy and we stopped using it. We haven't gone through the new integration yet.
What problems is the product solving and how is that benefiting you?
Email, chat, text, and phone support
Efficient, but the new reporting system needs improvement
What do you like best about the product?
We appreciate the simplicity and ease of use that Freshdesk offers. Its performance is also great for large ticket loads. The various third-party app integrations available allow for seamless workflow management, and the Omniroute feature paired with automation helps distribute the customer support workload efficiently.
What do you dislike about the product?
The recent change to the reporting system is disappointing. The current analytics service feels overly complex, obtaining raw data exports is extremely inconvenient, and it was much easier to obtain key data about groups or agents using the previous reporting tool, which is now discontinued.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer requests and complaints from multiple channels into one standardized platform using tickets. This allows our teams to work more efficiently without needing to monitor various platforms separately, as everything is streamlined with consistent variables and metrics. This has greatly improved our workflow and response times.
Freshdesk to improve Customer Service
What do you like best about the product?
Ease of use, intuitive tool, Customer Support
What do you dislike about the product?
lack of Italian support
sometimes support articles are out of date
sometimes support articles are out of date
What problems is the product solving and how is that benefiting you?
management of ticket processing through automatic assignment
Good product with a complex licensing scheme
What do you like best about the product?
Solve the ticket problem in a very efficient way
What do you dislike about the product?
Licensing is complex and unfriendly. Very basic things in premium models and things that are not justified in basic ones. Reporting is very poor; by trying to make it powerful, it becomes complex and unfriendly without access to simple results like the number of events per ticket or reports that easy.
What problems is the product solving and how is that benefiting you?
Ticket tracking at the help desk
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