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.
great tool for managing your support desk
What do you like best about the product?
ticket management, automation and collaboration capabilities are just a few of the highlights of freshdesk.
integration with other tools and easy interface makes it so easy to be part of the team.
integration with other tools and easy interface makes it so easy to be part of the team.
What do you dislike about the product?
i have observed no downsides in 4 years of using it
What problems is the product solving and how is that benefiting you?
reporting, increasing agent productivity, increased customer satisfaction,
Using Freshdesk
What do you like best about the product?
The ticketing system is a great tool when dealing with a large number of requests during the day. Reporting features are also nice. Fresh desk is very easy to use.
What do you dislike about the product?
Responses to tickets are not always shown completly in the emailed copies of the tickets.
What problems is the product solving and how is that benefiting you?
Fresh desk helps proritze needs. It is very helpful with tracking progress as well as retaining how issues were resolved. Canned options are great for notes and frequestly asked questions.
Works as an ATS
What do you like best about the product?
We use this tool as an ATS to contact candidates from our different positions to fill, it's useful to keep the track of the applications, progress, etc
What do you dislike about the product?
It's kind of hard to have reports, data analysis
What problems is the product solving and how is that benefiting you?
We can manage a lot applicants that daily recieve and that's impact on our productivity
Reporting and analytics made easy
What do you like best about the product?
My company used to have gmail as our prior support inbox, with freshdesk it was possible to have reports and analytical insights to help improve our SLA response time and keep customers satisfied.
What do you dislike about the product?
I think the product is going through many changes and with that comes some bugs, but other than that, nothing to complain about.
What problems is the product solving and how is that benefiting you?
Helps us to have better anaylitical views on how to improve. Helps also with productivity with canned responses and automations.
Senior Payroll Specialist
What do you like best about the product?
I really appreciate the ease of use when working through tickets. I also appreciate how easy it is to collaborate on tickets with my entire team.
What do you dislike about the product?
It would be nice if we were able to generate auto responses for frequently asked questions.
What problems is the product solving and how is that benefiting you?
More analytics - better understanding of the work.
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.
Very easy-to-use training service and above all a time saver for the client.
What do you like best about the product?
The ease of use for teams allowing a significant gain in terms of response time for the client
What do you dislike about the product?
No major inconvenience encountered with the tool
What problems is the product solving and how is that benefiting you?
To gather and resolve client requests in a single tool
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!
Efficient, Feature-Rich, and Easy to Use for Seamless Customer Support
What do you like best about the product?
The Freddy AI and its interface have been updated, making the product much easier to use and understand compared to the previous version. Additionally, more integration apps are now available in the Marketplace, enabling users to utilize the product more effectively.
The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.
The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.
What do you dislike about the product?
From our perspective, the product has improved significantly, with many new features being introduced. However, there is still room for improvement, particularly in responding to customer queries raised in the forum and through customer support.
One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.
One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.
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.
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