Freshdesk
Freshworks Inc.External reviews
3,435 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A better fit for us than Zendesk
What do you like best about the product?
1. The natural language bot is good
2. The configuration options are endless
3. Easy, powerful integration with jira.
2. The configuration options are endless
3. Easy, powerful integration with jira.
What do you dislike about the product?
1. Confusing documentation as there's o;d and new versions available on the internet
2. Customer support can be slow to respnd but they are helpful when they do
2. Customer support can be slow to respnd but they are helpful when they do
What problems is the product solving and how is that benefiting you?
The problems are pretty standard, we want to switch as many users as possible to self serve and Freshdesk's Freddy AI has helped with that a lot.
Efficient, Intuitive and Reliable Support channel.
What do you like best about the product?
Easy to navigate within the app even for new user. It also support mobile app so that support will be provided on the go. Seemless integration with other apps such as CRM, Wordpress, shopify and others.
What do you dislike about the product?
Recently freshdesk discontinued its free plan and forced to switch to paid plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage all customer queries from email, chat and social media in one place reducing response time and faster replies to customer which helps build brand reputation.
Could be way better!
What do you like best about the product?
Having a customer portal where they can submit tickets, access the knowledge base & track their tickets.
What do you dislike about the product?
The portal needs to be more customisable easily rather than needing an engineer to customize it every time.
What problems is the product solving and how is that benefiting you?
Helping us connect with our user base & triaging their complaints etc. This creates a sense of trust on the brand image.
Freshdesk makes Support works simple and scalable
What do you like best about the product?
It's user-friendly, which made onboarding our team a breeze. The automation features like ticket routing, canned responses, and SLAs help us save time and stay organized. We also love how it centralizes communication across email, chat, and phone — making support seamless.
What do you dislike about the product?
The mobile app feels limited compared to the desktop version, especially for admins. Some of the more advanced tools and reports are locked behind higher-tier plans, which adds cost as we scale. Initial setup for deeper automation also had a learning curve.
What problems is the product solving and how is that benefiting you?
It helps us manage high volumes of customer inquiries without losing track or missing deadlines. It centralizes support from multiple channels, so we don’t need to juggle between platforms.
Managing your company's ticket flow with a breeze
What do you like best about the product?
Freshdesk is easee to use and get's you up and running in no time. This is handy if you are new to ticketing.
It has the necessary features we need to not just handle, but also manage and improve on our ticket handling.
Their customer support is reactive and attentive.
Their newest addition in the Analytics tool is amazing.
It has the necessary features we need to not just handle, but also manage and improve on our ticket handling.
Their customer support is reactive and attentive.
Their newest addition in the Analytics tool is amazing.
What do you dislike about the product?
Allthough I find their general user interface easee to use for simple ticket handling, once you get into administration roles it becomes more complex. The general setup of certain areas are not intuitive, and I often have to relearn certain procedures many times to get it right. It could use a restructure and overhaul to make a more unified experience.
What problems is the product solving and how is that benefiting you?
Freshdesk is streamlining how we are handling a large number of daily incoming communications from our customers related to questions about our product, requests about our product or bug reporting and issue resolution.
It helps both a small team of first line to address what they can and a large team of developers to work together to solve the complex cases.
It helps both a small team of first line to address what they can and a large team of developers to work together to solve the complex cases.
NA
What do you like best about the product?
User friendly, custom rules, options to create own widgets
What do you dislike about the product?
1. there is no agent ticket lifecycle in a simple format
2. Time consumption to export a ticket dump.
2. Time consumption to export a ticket dump.
What problems is the product solving and how is that benefiting you?
maintain customer & agent data
Fantastic to have freshdesk to ensure our clients are alway connected to the right agents with ease
What do you like best about the product?
The automation! We can 'set and forget' when it comes to making sure our clients are being connected with the right customer support teams each and every day. With omniroute we're able to ensure that the workloads are shared evenly across teams to reduce burnout and make sure our clients are getting responses and resolutions efficiently.
What do you dislike about the product?
Challenges we face are getting used to the analytics reporting interface rather than the previous reporting tool
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our problems of:
Agent productivity
Workload and capacity
Sharing across internal teams
This benefits us immensely as we need these sorted in order to properly function
Agent productivity
Workload and capacity
Sharing across internal teams
This benefits us immensely as we need these sorted in order to properly function
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
showing 11 - 20