Efficient and Customizable Support Platform
What do you like best about the product?
Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization options allow us to adapt workflows to our team’s needs. It helps centralize communication and keeps everything organized.
What do you dislike about the product?
Some advanced customizations can take time to configure properly, and certain features could feel more intuitive.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage high ticket volumes in a structured way, automate repetitive tasks, and maintain consistent communication with customers. This improves response times, reduces manual errors, and increases overall team efficiency.
Easy to Learn, Efficient Ticketing, and Smooth Integrations
What do you like best about the product?
Freshdesk is easy to pick up, even for new hires. Agents usually don’t need heavy training to start handling tickets efficiently. Transparency on his prices and easy to integrate.
What do you dislike about the product?
Freshdesk’s native reporting works for basics, but it hits a ceiling quickly. The automation tools are powerful, but as rules grow, they become difficult to manage.
What problems is the product solving and how is that benefiting you?
Customers reach out through email, chat, forms, social media, and sometimes phone. Without a system, those conversations live in silos and context gets lost. Freshdesk centralizes all customer interactions into a single ticketing system with a unified timeline.
Streamlined Ticketing with Robust Analytics
What do you like best about the product?
I really like the transparency Freshdesk brings within a team and its analytics features. The ability to customize reports to align with and track our KPIs is incredibly handy, as the data is reliable. I also like how it allows me to allocate tasks to my team, monitor their progress, and provide feedback based on their performance. The initial setup was very easy as well.
What do you dislike about the product?
It's a form of micromanaging but putting in a few extra safe blocks would be nice, such as a staff member not being able to set a ticket to resolved without my approval. When replying to a multiple email trail, it can be frustrating when I want to change the main recipient of the email without them seeing all the history (and with them separating to detail into a separate ticket).
What problems is the product solving and how is that benefiting you?
I use Freshdesk to merge three inboxes into one, simplifying communication. It helps keep track of tasks and workloads transparently, allows clear monitoring of issue history, and offers valuable analytics and custom reports to meet KPIs.
Efficient Analytics and Seamless Setup
What do you like best about the product?
I use Freshdesk to deal with incoming customer enquiries and complaints. I find the analytics very useful, as it allows me to monitor incoming traffic and agents' workloads. The fast response to customers is another highlight for me. Additionally, I appreciated that the initial setup was very easy.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Freshdesk to handle customer enquiries and complaints. It logs and keeps a record of customer correspondence. The analytics are useful for monitoring incoming traffic and agent workloads, and it enables fast responses to customers.
Easy-to-Use Filtering and Drill-Down That Just Works
What do you like best about the product?
The ease of use. Filtering by customer & drilling down by specific names is very user friendly.
What do you dislike about the product?
Time sheet summary used to auto sum hours for me, but that feature was taken away.
What problems is the product solving and how is that benefiting you?
It helps us coordinate & organize multiple issues tickets in a fashion that can be followed up on timely.
Freshdesk Makes Ticketing Simple, Fast, and Effortless
What do you like best about the product?
The simple way Freshdesk handles tickets and tracks customer conversations makes it very comfortable to use. Features like smart assignment, a clean dashboard, and easy integrations genuinely cut down on manual effort and help the team respond more quickly.
What do you dislike about the product?
Few options takes a extra clicks to find, especially in settings. Nothing major minor UI Improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage customer queries from email, chat and social media in one place instead of juggling multiple tools. This keeps responses organised, reduces delays and helps the team resolve issue faster without missing anything.
Freshdesk Keeps Tickets Organised
What do you like best about the product?
Freshdesk lets us keep track of tickets that would otherwise get lost in someone's inbox and reply to multiple people all at once. We make extensive use of the Knowledge base and really couldn't manage without it.
What do you dislike about the product?
nothing. ..............................
What problems is the product solving and how is that benefiting you?
Keeping track of issues and questions and allowing us to direct them easily to the agent with the correct expertise.
Automation has transformed multichannel ticketing and AI now boosts reporting and customer demos
What is our primary use case?
I am a product consultant who runs a company. I pitch Freshworks products for multiple customers, and many of my customers work with Freshdesk and other Freshworks tools. I use Freshworks products for demonstration purposes to show demos to my customers.
My customers in the segment I am delivering to benefit primarily from automation features. The AI, Freddy Insights, and related tools are helping them with reporting, getting ticket details, and dashboarding. In operations, AI is not much needed due to either business or technology constraints. However, it would definitely be very helpful in the healthcare and pharmaceutical segments.
What is most valuable?
The ticket generation from multiple sources is a feature I find most valuable in Freshdesk Omni. Apart from that, the chatbot feature is also essential. Most of my customers want to implement chatbot features on their applications or websites so their end users can raise tickets through chat resources directly from the website instead of writing emails to the support desk, which then get converted into tickets. This improves their end users' user experience significantly. Additionally, they are looking to implement phone and calling features.
The automation feature, which I developed with my fellow team, has helped improve productivity. Automations have been implemented across most of our channels to add additional product IDs and application information to tickets. We create custom fields that are filled automatically through automations, and we have also implemented API details. This automation eliminates significant manual effort and hassle.
What needs improvement?
Freshdesk Omni can be improved in multiple ways. The APIs sometimes have rate limit issues, and I have had to raise requests to increase the API limit for several of my customers. For some subscriptions like basic or free, customers see API rates that are too low. It would be better if you increased the API rate limit so that customers do not need to raise support requests to resolve this issue.
Secondly, there are marketing and branding aspects that need improvement. While logos work fine in chatbots, customers are unable to use certain features, such as uploading documents from websites.
For how long have I used the solution?
I have been using this solution for four to five years.
How are customer service and support?
My approach to customer service depends on the customer experience feedback I receive. I use a prepared checklist to mark customer feedback as success criteria. Based on the input given by customers, I measure both the successful and unsuccessful aspects of the service.
Which solution did I use previously and why did I switch?
I would evaluate the impact of Freshdesk Omni on my issue escalation processes as much better than my previous solutions. It really helps resolve most of the ongoing process problems. I have migrated from Jira to Freshdesk and from ServiceNow to Freshdesk.
Streamlined Team Collaboration, Easy Setup
What do you like best about the product?
I find Freshdesk incredibly useful as it improves visibility and communication between our corporate office and franchisees. The ability for everyone in the department or organization to see tickets coming in has significantly increased our speed to resolution, cutting it by 75%. I like that the interface is easy to use, and adding or editing associates and their permissions is straightforward. The curated reports and dashboards provide the insights I need regularly. Setting up Freshdesk was extremely easy, and I've implemented it in multiple organizations successfully.
What do you dislike about the product?
There were a few reports we used to use a lot that were twilighted when the new insights were implemented beyond the beta stage. It was a performance report that had all KPIs in one view that I could export and share among the teams.
What problems is the product solving and how is that benefiting you?
Freshdesk solves visibility and communication issues, allowing our department to see incoming tickets and share responsibilities if the SME isn't available. It cuts resolution time by 75%. The user-friendly interface, easy management of associates, and insightful reports enhance our operational performance.
Intuitive UI, Needs Better DevOps Integration
What do you like best about the product?
I find the Freshdesk interface very intuitive and easy to use. The initial setup was very simple. We've expanded quite a bit since we first implemented it years ago.
What do you dislike about the product?
I would like to see a strong integration with DevOps to easily manage the workflow for enhancement requests and bug fixes.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to easily manage all client submissions in one place and stay on top of what's important to our client base.
