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Powerful Customer Support Solution with Room for Improvement
What do you like best about the product?
One of the standout features of Freshdesk is its intuitive and user-friendly interface. It is easy to navigate, and the ticketing system is efficient, making it simple to manage and prioritize customer queries. The automation features are incredibly useful, helping reduce manual tasks by routing tickets automatically based on certain rules. Collaborative capabilities, such as assigning tickets to different agents and tracking progress, foster effective teamwork.
What do you dislike about the product?
While Freshdesk offers many robust features, reporting customization can be somewhat limited. The default reports are helpful, but creating highly tailored reports requires either advanced technical know-how or upgrading to more expensive tiers. Additionally, response time when using the platform can sometimes lag, especially when dealing with a large volume of tickets or when generating detailed reports. The mobile app also lacks some of the desktop version’s advanced functionalities, which can limit productivity for on-the-go support agents.
What problems is the product solving and how is that benefiting you?
Freshdesk solves several key challenges in software support, making it easy to track and prioritize tickets. This helps ensure no request is missed, improving organization and accountability.
The knowledge base allow customers to find answers independently, reducing ticket volume and freeing up agents to handle more complex queries.
The knowledge base allow customers to find answers independently, reducing ticket volume and freeing up agents to handle more complex queries.
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Freshdesk Game-Changer for Our Customer Support
What do you like best about the product?
I love the automation features that streamline repetitive tasks, allowing our team to focus on what really matters—customer satisfaction
Implementation is very easy
Implementation is very easy
What do you dislike about the product?
While Freshworks is powerful and some features have a learning curve.
What problems is the product solving and how is that benefiting you?
Enhanced ticket management has led to quicker response times, averaging just 60 seconds.
Really pleased with the Freshworks. Amazing support and service!
What do you like best about the product?
The implementation and support were amazing. Even after using the product for over 5 years, I am still pleased with the decision. We recently took on chat bots which have also helped deflect over 40% of contacts.
When we require support, we receive prompt responses and resolutions.
When we require support, we receive prompt responses and resolutions.
What do you dislike about the product?
I do not find any dislikes about the product it self, however, some functionalities could improve such as canned responses having customised rules which would then auto-populate ticket fields. This would save front-line staff time on filling these in manually.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk.
What problems is the product solving and how is that benefiting you?
Making sure all customer contacts are within a single view platform. This means the team can spend less time manoeuvring around various systems and provide efficient support.
A good ticketing and help desk software
What do you like best about the product?
I really appreciate how prompt Freshdesk's customer support is. They are quick to get back to you and provide you with answers to any issues that you have.
What do you dislike about the product?
While there are a lot of great features, to get things set up feels like a bit of goose chase. The features are not always clear where you can or can not find them. Setting up integrations is also a little bit challenging.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to answer our customers questions from multiple channels.
Freshdesk is the go to tool for your Client Support System
What do you like best about the product?
Easy to use
Easy to Implement
Provide end to end customer support
Analytics feature for monitoring and tracking and
Freddy AI
Easy to Implement
Provide end to end customer support
Analytics feature for monitoring and tracking and
Freddy AI
What do you dislike about the product?
None! But there was one specific feature that we needed while using Freshdesk and that's we needed both SSO Login and a regular password based login (without SSO) but we couldn't do this here.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving key challenges in providing seamless customer support by streamlining ticket management, automating repetitive tasks, and enabling effective team collaboration. It centralizes all customer interactions across multiple channels—email, chat, and phone—into one platform, making it easy to track and resolve issues efficiently
A lot of potential but need to improve on customer success to maximize subscription features
What do you like best about the product?
Competitive Price compared to other platforms
What do you dislike about the product?
omni channel is not omni chanel. From ticket handling to analytics
What problems is the product solving and how is that benefiting you?
Transitioning all omni subscriber to Customer Service Suite.
Very near to the perfectly designed CRM Tool
What do you like best about the product?
Their wonderful features, ease of use, support and analytics
What do you dislike about the product?
Limitations in the reporting section - I cannot create my own report with X no of parameters, there are some restrictions
What problems is the product solving and how is that benefiting you?
On the previous tool, we couldn't track the metrics which we wanted to. Post moving to Freshdesk, we have a clear view of all the metrics and data and it's much more than that too!!
A CRM Feautre Rick Product with Great Value and Cost Effective
What do you like best about the product?
The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications.
What do you dislike about the product?
One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button.
What problems is the product solving and how is that benefiting you?
We were looking for implementing a Customer Service Helpdesk portal that covers the user manuals and a ticketing system that helps customers raise their requests.
We have had a very good experience using Fresdworks Dash.
What do you like best about the product?
Freshdesk is a great customer support platform with many positive features.
What do you dislike about the product?
Freshdesk has a lot of features and products, which can be overwhelming for new users
What problems is the product solving and how is that benefiting you?
Freshdesk is a cloud-based customer support platform that can help businesses improve customer support and engagement by solving problems.
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.
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