Freshdesk
Freshworks Inc.External reviews
3,558 reviews
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External reviews are not included in the AWS star rating for the product.
Easy-to-Use Ticketing and Automations That Streamline Project Workflows
What do you like best about the product?
Provides a ticketing/tracking system that we need to be able to manage work processes on our projects. We have found the tool easy to setup and use along with the creation of automations to support the business functions.
What do you dislike about the product?
Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period where the authentication has not been completed.
What problems is the product solving and how is that benefiting you?
The ability to keep track of work processes and the communication linked to those jobs.
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.
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.
Intuitive Platform with Integration Versatility
What do you like best about the product?
I appreciate how Freshdesk is very usable and intuitive. It's great that both our customers and internal teams can use it without needing extensive training, thanks to its intuitive design. I also find the accessibility through email and the web portal really beneficial as it simplifies the process significantly. The setup was very simple and straightforward, which made the transition easier for us.
What do you dislike about the product?
One of the problems with Freshdesk is that it only supports one set of business hours, whereas we actually have four teams spread across different business hours and have different SLA business hours for different customers.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for managing production and test ticket requests effectively. It simplifies support by being intuitive and accessible, reducing our need for extensive training. We use both its email and web portal channels.
Smooth, Easy Tool That Keeps BAU Running Without Issues
What do you like best about the product?
works smoothly and easily, for BAU process works without issue.
What do you dislike about the product?
export from Salesforce took months and months to do.
What problems is the product solving and how is that benefiting you?
Easy to reply to customers with speed.
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