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good application for logging in and working on the ticketing systems
What do you like best about the product?
it has got more simpler functionalities to engage into day to day ticketing related activities
What do you dislike about the product?
could improve more on the UI designs to look it more cool and
What problems is the product solving and how is that benefiting you?
Involve in handling the tickets from the customer and keep a notes as well. A great tool in bridging the gap betweenn the client and developer.
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freshworks review good experience
What do you like best about the product?
Its interface is very user-friendly and easy to navigate the page.
What do you dislike about the product?
Nothing, really it's all very friendly and clear
What problems is the product solving and how is that benefiting you?
Team work, email management in different mailboxes
Excellent Omnichannel solution with AI Capabilities
What do you like best about the product?
Excellent Omnichannel solution with AI Capabilities
Constantly evolving in features and capabilities
Constantly evolving in features and capabilities
What do you dislike about the product?
Not much, great solution for our use, support is also quite responsive to resolve issues or provide a response
What problems is the product solving and how is that benefiting you?
Omnichannel support for customer interactions accross multiple channels and social media. Very flexible configurations
Easy UI management, Reduction in overall customer support cost by 30%.
What do you like best about the product?
Cost is worth it. Freshdesh integration with Freshchat and other tools. Automation is possible for various use cases.
What do you dislike about the product?
Slow at times and UI can be better. Delay in messages should be fixed asap.
What problems is the product solving and how is that benefiting you?
All in one customer platform.
We are using it for conversation support in app and it has helped us in reducing company costs
We are using it for conversation support in app and it has helped us in reducing company costs
Good ticketing platform
What do you like best about the product?
Parent -chid ticketing permits team collaboration and a good overview of issue resolution progess
What do you dislike about the product?
No reporting on inhouse ticket creators. You can't track the number of tickets being created by an agent.
What problems is the product solving and how is that benefiting you?
Entry flow data and task management.
Good platform for a decent cost
What do you like best about the product?
It's simple to use, easy implementation, good support, easy integration
What do you dislike about the product?
Nothing much, but there is always room for improvement
What problems is the product solving and how is that benefiting you?
Multiple conversations with customers, merging tickets from same customer into one thread
A Game-Changer for Reporting, Analytics, and Agent Efficiency
What do you like best about the product?
What I love most about Freshdesk is how easy it is to use and how well it brings everything together—especially for reporting, analytics, and helping our team work more effectively. The reporting tools make it simple to see key performance metrics, which helps us spot trends and make smart, data-based decisions. We can quickly create customisable reports that let us dive into details like response times, ticket patterns, and individual agent performance.
This level of insight has been incredibly useful for identifying any bottlenecks, fine-tuning our workflows, and boosting our agents' efficiency. With smoother processes and a clearer view of workload distribution, our agents can handle more requests without compromising quality. Freshdesk gives us exactly the information we need to keep improving and reach our goals in a way that scales with us.
This level of insight has been incredibly useful for identifying any bottlenecks, fine-tuning our workflows, and boosting our agents' efficiency. With smoother processes and a clearer view of workload distribution, our agents can handle more requests without compromising quality. Freshdesk gives us exactly the information we need to keep improving and reach our goals in a way that scales with us.
What do you dislike about the product?
While Freshdesk has loads of great features, one downside we've noticed is that it can sometimes feel a bit overwhelming to navigate. There are so many tools and settings that finding specific features quickly can be tricky, especially for new team members who are still learning the ropes. Setting up agent roles could also be easier—configuring different roles and permissions isn't always straightforward, so it can take extra effort to make sure each agent only sees what they need. A simpler layout and clearer controls for agent roles would definitely make things smoother for our team.
What problems is the product solving and how is that benefiting you?
Freshdesk has been a big help for our team by making customer support and day-to-day work run more smoothly. It makes it easy to keep track of customer messages and manage support tickets, so we can organise and prioritise enquiries properly. This way, nothing gets overlooked, and customers get quick responses, which helps us keep up our service standards.
The reporting and analytics tools in Freshdesk are also really handy. They give us a clear view of things like response times, ticket trends, and how each agent is performing. These insights make it easier to spot patterns and bottlenecks, so we can tweak our processes and make things run better. Having this level of visibility helps us make smart, data-driven decisions and scale up our support without letting quality slip.
Although Freshdesk can sometimes feel a bit complicated to navigate, its flexibility is a real bonus. We can customise reports, adjust ticket workflows, and set agent roles to suit our needs, which helps us handle a growing workload efficiently. This adaptability is great for keeping both our team and customers happy as we grow.
The reporting and analytics tools in Freshdesk are also really handy. They give us a clear view of things like response times, ticket trends, and how each agent is performing. These insights make it easier to spot patterns and bottlenecks, so we can tweak our processes and make things run better. Having this level of visibility helps us make smart, data-driven decisions and scale up our support without letting quality slip.
Although Freshdesk can sometimes feel a bit complicated to navigate, its flexibility is a real bonus. We can customise reports, adjust ticket workflows, and set agent roles to suit our needs, which helps us handle a growing workload efficiently. This adaptability is great for keeping both our team and customers happy as we grow.
Productivity and Happy Co-Workers
What do you like best about the product?
User-Friendly Interface: I find the interface to be quite intuitive and easy to navigate, which makes managing customer support tickets a breeze.
What do you dislike about the product?
Customization Limitations: The customization options are there, but they can be pretty limited. Sometimes, I feel like I need to know how to code just to implement more advanced customizations.
What problems is the product solving and how is that benefiting you?
Improved Response Times:
Problem: Slow response times can lead to customer dissatisfaction and a poor service experience.
Benefit: By streamlining workflows and providing tools like canned responses and bulk actions, Freshdesk helps improve response times, ensuring customers receive timely support.
Problem: Slow response times can lead to customer dissatisfaction and a poor service experience.
Benefit: By streamlining workflows and providing tools like canned responses and bulk actions, Freshdesk helps improve response times, ensuring customers receive timely support.
Happy customers as our productivity and efficiency have significantly increased
What do you like best about the product?
easy to use, knowledge base incorporated for easy searching on themes. Automations for recurrent mails. Creation of groups for tickets on subject, ideal for a company like ours with a vast assortment.
What do you dislike about the product?
Translate Buddy is not easy to use, could be better/faster. We use external translator now.
What problems is the product solving and how is that benefiting you?
Oversight, ticketing and labeling made easy. Measuring productivity and othere analyses to improve our services towards customers. All necessary information gathered in one place = knowledge base
A great budget solution for collaboration and workload orchestration.
What do you like best about the product?
Freshdesk is easy to implement, learn and manage. It's quick and easy to centralise all work and to unlock faster collaboration.
What do you dislike about the product?
Freshdesk doesn't have an automatic ticket generating scheduler, unline Freshservice.
What problems is the product solving and how is that benefiting you?
Before, we had wholly decentralised workloads on my team, and I was struggling to track and triage work effectively. Freshdesk centralises all of our work, allowing quick and easy monitoring and collaboration.
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