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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
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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.
Transformative Impact on Efficiency and Customer Satisfaction with Freshdesk
What do you like best about the product?
Freshdesk makes it easy to monitor the tickets and ensure good workflow as well as reduces the response time to clients.
What do you dislike about the product?
The downside is the extended time it takes for Support to respond and not being able to reach someone in a timely manner regarding issues.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for ticketing and managing customer inquires. This enables us to prioritize, track and resolve tickets in a timely manner.
Easy to use
What do you like best about the product?
My favourite thing about fresh is the very clean UI.
What do you dislike about the product?
Have not had any downsides so far. Our experience has been great
What problems is the product solving and how is that benefiting you?
The automation features have allowed us to improve response timed
Great option for mid-sized teams
What do you like best about the product?
It's easy to use and in some ways, more intuitive than ZenDesk. The support we receive is great and the FreshDesk team is awlays avaiable via chat, which is great. The platform is pretty quick and looks nicer than ZenDesk to me personally. It's also quite easy to set up automations and that helped us identify problem tickets and reduce our response and resolution times.
What do you dislike about the product?
There are some quality of life features that are missing, like using formatting shortcuts in Tickets, or instantly opening a ticket if you input the ticket ID into search. Also, it's currently impsosible to auto-replenish phone credits for FreshCaller via invoice, even though that has been an option previously.
What problems is the product solving and how is that benefiting you?
FreshDesk is our help desk and support phone system provider. It's a cornerstone of our customer communications and allows us to be available to our clients 24/7.
Fantastic Platform
What do you like best about the product?
I love how easy FreshDesk is to learn, and to use. My team has seen great success in introducing this helpdesk to our organizatiion. Since implimentation, we have been able to reduce overall customer wait times and follow up with our team as needed. Having the ability to view overdue items at a glance is extrodinary! No more loosing emails in an inbox when someone takes vacation!
What do you dislike about the product?
The analytics at times can be hard to understand, I will ocassionally see data for closed items depsite having the filters set accordingly.
What problems is the product solving and how is that benefiting you?
FreshDesk solved out problem of loosing emails in an inbox when someone took PTO.
My Review
What do you like best about the product?
The orchestrations with external vendor API's is extremely helpful for automating routine tasks. Allows us to use our labor in more productive methods.
What do you dislike about the product?
Not a whole lot of marketplace apps are relevant to our organization.
What problems is the product solving and how is that benefiting you?
Unified and central support portal offering for all of our internal/external customers.
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