Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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External reviews are not included in the AWS star rating for the product.
Unbeatable AI Features and Seamless Customer Service Integration
What do you like best about the product?
It ensures agent efficiency as all customer interactions are merged into one platform.
I like the automation and AI features that helps boost customer experience.
With the tool, we get actionable insights and therefore making decisions becomes easy.
I also like the self-service portal and automated ticketing - all these makes offering customer service easy.
I like the automation and AI features that helps boost customer experience.
With the tool, we get actionable insights and therefore making decisions becomes easy.
I also like the self-service portal and automated ticketing - all these makes offering customer service easy.
What do you dislike about the product?
It is adequately equipped and the AI features makes it unbeatable. No complaints.
What problems is the product solving and how is that benefiting you?
With Freshdesk, it is has been easy to handle customer service and support more so because of the AI and automation capabilities. We save time, ensures efficiency, and improve customer service.
A Developer-Friendly Help desk with Powerful Integration
What do you like best about the product?
Freshdesk offers an intuitive interface and excellent api support, making it easy to integrate with other tools in our workflow. I really like how customizable the automation and workflows are from ticket routing to SLA setup, everything can be tailored to fit our exact needs. the ability to connect with Slack, Jira and CRM tools save tons of time for our support team.
What do you dislike about the product?
The reporting and analytics section could be more flexible, especially when creating custom dashboards. Some integration require higher tier plans, which can be limiting for smaller teams. Also the mobile app feels slightly less responsive compared to the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize all customer conversations email, chat and social in one place. it's significantly improved our response time and made ticket tracking effortless. Automation rules reduce manual tasks, freeing up time for actual customer engagement. Overall, it's helped us provide faster, more consistent and high quality support.
My Experience with Freshdesk ,Simple, Smooth, and Reliable
What do you like best about the product?
I've been using Freshdesk for a while now, and overall, it’s been a pretty smooth experience. The interface is clean and easy to get used to, even for someone new to support tools. Setting up workflows and automations saves a ton of manual effort. I particularly like how organized tickets feel once you set proper categories and SLAs makes it easy for our small teams to stay on top of things.
What do you dislike about the product?
What I dislike about Freshdesk is that some features feel a bit limited unless you’re on the higher pricing tiers. For example, a few automation options and advanced analytics are locked behind premium plans, which can be frustrating for smaller teams.
I also feel that 14 days free trial is also limited experience to user.
I also feel that 14 days free trial is also limited experience to user.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me keep all customer conversations in one place instead of juggling multiple emails and chat threads. Earlier, it was hard to track who responded to which ticket or if something was missed, but now everything stays organized and visible to the whole team.
The automation and canned responses save me a lot of time on repetitive queries, and assigning tickets to the right people has become much smoother. Overall, it had made my support workflow more structured and less stressful. I can actually focus more on solving customer issues rather than managing chaos.
The automation and canned responses save me a lot of time on repetitive queries, and assigning tickets to the right people has become much smoother. Overall, it had made my support workflow more structured and less stressful. I can actually focus more on solving customer issues rather than managing chaos.
Great Integration and Omnichannel Support, but Needs Better Performance and Customizable Reports
What do you like best about the product?
Easy integration, has multiple market place apps to have. Has a omni channel support eco system.
What do you dislike about the product?
I feel few times it keeps on loading and reports explorer needs to be given for the garden plan with the customizable option
What problems is the product solving and how is that benefiting you?
Managing customer queries in a single tool helps us keep track of our SLAs.
How Freshdesk Makes Customer Support Easier
What do you like best about the product?
I like Freshdesk because it makes managing customer support really easy. I can track all tickets in one place, respond quickly, and keep everything organized without any hassle
What do you dislike about the product?
I don’t like that sometimes the interface can feel a bit slow or clunky. Also, some features are limited in the free plan, which can be frustrating
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of keeping track of all customer issues. Instead of juggling emails, messages, and calls, I can see everything in one place. This helps me respond faster, stay organized, and provide better support to customers, saving time and reducing confusion
Very User-Friendly Experience
What do you like best about the product?
While using Freshdesk, I found it very smooth and user-friendly
What do you dislike about the product?
Sometimes faced a technical glitch while using Freshdesk. But it was resolved on time
What problems is the product solving and how is that benefiting you?
It helps us to make smooth support communication
Freshdesk Reinvents Customer Support by AI.
What do you like best about the product?
I like the way Freshdesk brings all channels of communication under a single easy to use interface. The Freddy AI Copilot is the actual game changer that it assists with summaries, reply suggestions, and even live translations, which allow working with tickets to be quicker and more precise.
What do you dislike about the product?
Customization of the workflows and automation rules may require some time to make it the way you desire. When established, however, everything goes well.
What problems is the product solving and how is that benefiting you?
Freshdesk assists me in handling all support requests made on various platforms without leaving anything out. The included AI capabilities minimize the response time and increase the productivity after which my team focuses on solving the complicated problems, and automatic answers are the replies to the basic queries.
Dependable Ticketing and Task Monitoring System
What do you like best about the product?
Fresh desk is used in my organization as ticketing and monitoring tool. The reporting flexibility, dashboard and UI are particularly easy to work and operate on.
What do you dislike about the product?
Ingration with other platforms such as Google Workplace can be better
What problems is the product solving and how is that benefiting you?
Ticket queue monitoring
Solid Support Tool with Room for Improvement
What do you like best about the product?
I appreciate how Freshdesk addresses our support issues, improving our organizational reputation. Its feature to assign due dates to tickets and the ability to undo responses shortly after sending them are particularly useful. These capabilities cater to our needs effectively, making Freshdesk our clear choice for support software.
What do you dislike about the product?
Setting up Freshdesk was challenging at first due to my initial unfamiliarity with the software. Additionally, the lack of a dark mode in Freshdesk is inconvenient for me, as it would ease eye strain, especially since many applications now support this feature. Moreover, Freshdesk's file size limit of 22 MB is restrictive, negatively impacting the user experience when larger files need to be shared, leading to frustration as users must minimize files.
What problems is the product solving and how is that benefiting you?
I use it to enhance our support experience, improving organizational reputation and user satisfaction.
this product feels like a distant cousin of intercom
What do you like best about the product?
The analytics system is very helpful to help track team performance
What do you dislike about the product?
sometimes the stats that are reflected are not so accurate.
What problems is the product solving and how is that benefiting you?
making direct communication with our driver network and assisting them while they are on the road
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