Freshdesk Review
Our score 8.8
What is Freshdesk?
Freshdesk: Revitalizing Customer Support with Effortless Elegance
Freshdesk emerges as a beacon of innovation in the customer support landscape, weaving a tapestry of features that harmonize simplicity with powerful functionalities. It offers a symphony of tools that are intuitively orchestrated to enhance the efficiency and quality of customer service interactions.
User Interface: A Symphony of Simplicity and Functionality
Freshdesk’s user interface resonates with a delightful balance of simplicity and functionality, fostering an environment where agents can thrive without the clutter or complexity.
"Navigating Freshdesk is a breeze, each feature and tool is perfectly positioned for optimum usability." - Rebecca Olson
Multi-Channel Support: Crafting Omnichannel Mastery
Freshdesk fine-tunes the multi-channel support experience, ensuring consistency and fluidity across various customer interaction points.
- Unified inbox for streamlined communications
- Support through email, chat, phone, and social media
"The multi-channel support is a game-changer, it unifies interactions, creating a seamless experience." - Henry Morgan
Automation: Amplifying Efficiency with Intelligent Workflows
Automation in Freshdesk feels like a powerful maestro conducting an orchestra of workflows, ensuring that each process flows harmoniously and efficiently.
- Time-triggered and event-triggered automations
- SLA policies to ensure timely response and resolution
"Automations in Freshdesk are like having an extra set of hands, improving efficiency and response times." - Sarah Kim
Self-Service Options: Empowering Customers with Knowledge
Freshdesk cultivates a garden of self-service options that empower customers to find answers with autonomy, fostering a sense of satisfaction and mastery.
- Knowledge base for helpful articles and solutions
- Community forums for peer-to-peer interactions
"The self-service options are robust and user-friendly, making it easy for customers to find the answers they need." - Carlos Mendoza
Key Features:
- Elegant User Interface
- Multi-Channel Support
- Intelligent Automation
- Rich Self-Service Options
Frequently Asked Questions (FAQs):
Q: Is Freshdesk adaptable to various team sizes and industries?
A: Yes, Freshdesk is versatile and scales effortlessly to meet the needs of different team sizes and industries, ensuring that every business can find value.
Q: How does Freshdesk support global customer service operations?
A: Freshdesk supports global operations by offering features like multi-language support, global ticket dispatch, and time zone adjustments.
Q: Can Freshdesk be integrated with other business tools and applications?
A: Absolutely, Freshdesk boasts a plethora of integrations with popular business tools and applications, enhancing its functionality and flexibility.
Overview of Freshdesk
Overview of Freshdesk Features
- Email to Knowledge Base Content
- Customized Reports
- Immediate Solutions Provider
- Real-time Email Notification
- Feedback Mechanism
- Time-triggered Automation
- Intelligent Ticket Management
- Agent Management and Delegation
- Ticket Dispatch
- Identity and Access Management
- Customer Segmentation
- Pre-formatted Response Generation
- Repeated Action Automation
- Multichannel Support
- Real-time customer analytics
- Custom Ticketing, URL, and apps
- Agent Collision Detection
- Knowledge Base Monitoring
- Team Huddle
- Ticket Splitting
- Custom Ticket Creation
- Linked Tickets
- Ticket Management and Monitoring
- Custom SSL Certificates
- SLA Management
- Shared Ownership
- Team Inbox
- Moderation Creation and Management
- IP and Network Restrictions
- Helpdesk and customer satisfaction reports
- Event-triggered Automation
- Portal Design and Customization
- Forum topic to ticket conversion
Gallery
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Downloads
Pricing Plans Update date : 2024-12-30
$0.00
Per Month
$18.00
Per Month
$59.00
Per Month
$95.00
Per Month
Comments
"Freshworks Review"
What do you like best about Freshworks?
I like the freshworks ticketing system which is very user frendly and its easy to impliment. it has multiple feature like you can create multipal depatment and i like the way through automation it will assigne tickets directly to the respective depatment with the content
It has all in one customer support sulution which is like one stop solution for all your helpdesk applications.
What do you dislike about Freshworks?
Report customisation is not good.
Some time mobile application will get hangup and its close automaticaly
Customer support is not good
What problems is Freshworks solving and how is that benefiting you?
Fixing mupltiple department issues by traking them under SLA(Service level agreement) and traking them was very big task for me earlier.
So now with this freshdesk its make my work too simpler and saves my maximum time of followups and also its incresed my serivee level in a simple manner
"A great tool for managing customers and sales"
What do you like best about Freshworks?
What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats.
What do you dislike about Freshworks?
The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements.
What problems is Freshworks solving and how is that benefiting you?
Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff.
"User friendly and excellent features were to simplfy our routine work."
What do you like best about Freshdesk?
Freshdesk is a highly effective and user-friendly customer support platform designed to enhance customer service and streamline operations. Features like ticket routing, SLA management, and canned responses help automate repetitive task, saving time and boosts productivity. It empowers businesses to deliver top-notch customer support while improving efficiency and team collaborations and focus on building customer relationships.
What do you dislike about Freshdesk?
The initial setup will be very smooth and after that some time the Freshdesk support will delay in helping us if there is any need or unknown about the product. The higher enterprise prices are little high.
What problems is Freshdesk solving and how is that benefiting you?
Yes, I agree with freshdesk were saving the work time and there are end number automation that can be integrated with with other third-party tools as well. That gives a professional response to the customers and it's impressing the brand reputations as well.
"Managing your company's ticket flow with a breeze"
What do you like best about Freshdesk?
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.
What do you dislike about Freshdesk?
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 Freshdesk 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.
"Great experience"
What do you like best about Freshdesk?
What I like about Freshdesk is how straightforward it is to use. The ticketing system keeps everything organized, the automation features, like ticket routing and follow up reminder, have been helpful, however, you ahve to ensure it is set-up properly. This has saved us time and making sure we respond in a timely manner
What do you dislike about Freshdesk?
One thing we’ve struggled with in Freshdesk is the lack of customization it can be hard to adjust workflows to fit exactly what we need if you are not familiar with how to set it up. We would have to call or submit email tickets to get assistance to set-up some features/automation which can be time consuming.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk has made it so much easier for us to handle customer inquiries by bringing everything into one place. Automating repetitive tasks like ticket routing and follow-ups has saved us a lot of time, letting our team focus on more important tasks.
"It's a brilliant tool with intuitive interface and a lot of useful features."
What do you like best about Freshdesk?
The best part about Freshdesk is that it is user-friendly, tracking the performance of all the users at one go and easy to download customized reports.
This also effectively helps in real time ticket monitoring that helps in reducing the resolution time for a better customer support experience.
It is useful when it comes to team work as we can easily reassign the tickets in case there is any issue with the currently assigned team member to avoide any further delay in the resolution.
What do you dislike about Freshdesk?
I do not feel any specific challenge while using the tool but the only limitations of the Freshdesk is that sometimes when the ticket volume is high, it takes time to load the tickets and the manual reassignment takes higher time that results in high resolution time for the customers.
What problems is Freshdesk solving and how is that benefiting you?
The problems solved by the use of the freshdesk includes, reduction in the AHT, real time ticket monitoring and downloading the reports as per the requirement. This also helps in improving the perfomance of the team. It provides a clear insights on assigned, unassigned, resolved and unresolved tickets on daily, weekly and monthly basis which helps in time series analysis of work flows.
"Straight-forward helpdesk that provides all the features you need to excel at CS."
What do you like best about Freshdesk?
The ease of use makes training team members on Freshdesk quick and successful; this is a big help in a small business with limited man-hours - we need people who are able to learn quickly, and a simple tool makes this possible.
There's also just enough ability to customize the helpdesk to suit your requirements. Operating in separate regions can make this a challenge but our teams in both the UK and US are able to work separately and also collaborate where needed.
The support that Freshdesk provides is also always quick and provides the answer you need most of the time.
What do you dislike about Freshdesk?
Despite it being very easy to use, Freshdesk doesn't have a 'look around' feature that explains the different features and capacities of the platform. For someone who has never used a helpdesk before and has the task of implementing one, this could make it challenging but I suspect that the support Freshdesk provides would mitigate this problem.
The reporting used to be very simple - it has since changed to a more in-depth analytics tool which evidently has an abundance of information but it isn't as easy to use as other aspects of the platform.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk allows us to solve all matter of customer service issues that our customers encounter in a timely manner, which benefits our business through our publicly displayed ratings, such as Trustpilot.
"Freshdesk User Experience"
What do you like best about Freshdesk?
I love how much we can optimise and configure our Helpdesk with Freshdesk. We barely need to reach out to them. To deal with our large amount of queries from students and staff we are able to customise our SLAs to keep every department accountable and proactive to deal with any tickets. As we have plenty of routings in our Helpdesks it is easy to adjust elements. One team may be able to respond quite quickly whereas another team may take longer to respond.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
What do you dislike about Freshdesk?
It's difficult to write about anything I dislike about Freshdesk as any issues are dealt with promptly and professionally. With a usual response being within a few hours at most.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk solves a lot of our critical challenges, including managing repetitive queries, maintaining quick response times, and enabling seamless collaboration across departments (Threads and notes). With customisable SLAs and canned responses, we handle frequent inquiries efficiently, allowing more time for complex issues. We can also setup rules for all of our tickets. What I also like is how we can setup rules that help with SPAM. Recently we had an influx of SPAM tickets of over 1000 and each one had elements of latin in, therefore it was easy to setup a filter with some rules to ensure these were automatically marked as SPAM.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
"Increased Understanding of Root Causes, Trends and Inter-Business Interactions"
What do you like best about Freshdesk?
The reporting elements and capabilities are massively detailed and can be tailored to provide whatever data is needed.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
What do you dislike about Freshdesk?
Being web-based, it can be a bit clunky.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk helps me to monitor my team's productivity to a certain degree, but most importantly it allows me to delve into summaries of query types, root causes and resolutions.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
"Freshdesk automation boosted our referral Leads by 33% and Revenue by 25%"
What do you like best about Freshdesk?
Freshdesk's automation workflows have been a game-changer for our referral generation process. By setting up a tailored workflow, we've streamlined our operations, leading to a 33% boost in referral lead generation and a 25% increase in revenue from referrals. The platform's intuitive design made it easy to customize workflows to our specific needs, automating repetitive tasks and ensuring timely follow-ups. This efficiency has not only saved us time but also enhanced our team's productivity. Freshdesk's robust automation capabilities have significantly contributed to our business growth.
What do you dislike about Freshdesk?
While Freshdesk's automation workflows have significantly enhanced our referral generation process, the dashboarding and reporting features could benefit from more advanced customization options and real-time data visualization to better monitor and analyze performance metrics.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk has streamlined our referral process, boosting lead generation by 33% and referral revenue by 25%. Its automation of repetitive tasks has enhanced our team's productivity, allowing us to focus on strategic initiatives.
"Freshdesk - The all in one ticketing platform"
What do you like best about Freshdesk?
This ticketing platform serves as a single source of truth to all your queries handling.
It comes with a capability to integrate queries we recive from multiple source.
The implementation process is so smooth. In most of other product the we introduce to users this is the only one which had very minimal adoption issue due to its ease of use.
Definatively they have a greater customer support. For all the queries that i have raised so far they helped throught out the process to sort it out / clarified the issue asap.
What do you dislike about Freshdesk?
The one downside that i see with this product is the customer succes team. they rarely get in touch with us. when product keep evolve someone has to reachout to the to the customer and explain the new capability of the product. That may lead to new business opportunity to both the teams. I personally doesn't find any issues with the feature capability.
What problems is Freshdesk solving and how is that benefiting you?
Earlier in our organisation we didn't had any ticketing tool. Now we have integrated our organizationofficial contact mails. per day we receive around 200 queries mix all request, complaint, feedback. Before implementing freshdesk the managemnet were not sure is all these request are addressed, at what time they responded, is the complaint got reolved what CAPA has taken. now we are tracking all these metric which has led to better customer service.
"Terrific ticketing system"
What do you like best about Freshdesk?
Freshdesk makes it easy to designate teams and ticket queues, group contacts by customer, and search prior ticket submissions. It's simple to create custom ticket views based on various criteria. We selected Freshdesk after comparing over a dozen similar systems, and we've been very happy with the choice.
What do you dislike about Freshdesk?
1. Linking tickets works, but having to do it via a tracker is inelegant, and shouldn't be a requirement.
2. Sharing ticket access with members of different groups is also clunky. You shouldn't have to make someone a collaborator or a watcher, you should just be able to add them to an "access" list.
3. Managing tags can be very unwieldy. Maybe AI could be used to help identify tag typos and possible duplicates (e.g., "CCDuplicateCharge" and "DupCCCharge", or "DuplicateRefund" and "RefundDuplicate").
3a. When multiple entities share one instance of Freshdesk, only tags for that entity should be searchable. Even better: each group has its own set of tags.
4. Agents should be able to belong to multiple groups, but choose which queues will auto-assign tickets to them. Currently, when you get added to a group, enabling ticket assignment sends tickets from all groups.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk helps us track support requests and internal projects.
"Super Useful Tool"
What do you like best about Freshdesk?
The important one is automation and saved responses. It saves up time and manpower so the right people can work on the more important tickets instead of blank or spam mails from the customers. This has made us improve our customer satisfaction level and we are also able to track the satisfaction level through surveys. The reporting is super easy on freshdesk, you can compare a large data in very short time because all the options are available in one place. The security is also amazing on if we keep the freshdesk ideal for 30 minutes, it logs you out which ensures safety of data.
What do you dislike about Freshdesk?
The time it takes to load the bulk files, and the pre-filled date of the report while exporting as 7 days.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk is helping solve the customer complaint management, which is an extremely important aspect of the company where their customers are completely satisfied and they are not being ignored. The cost that freshdesk is providing is really nice and competitive, the price is completely justified when it comes to features.
"Streamlining Support Efficiency"
What do you like best about Freshdesk?
Freshdesk stands out because it combines a comprehensive set of features with ease of use, making it suitable for companies with small and large support teams. Its ability to streamline workflows, automate repetitive tasks, and deliver multi-channel support allows businesses to offer quick, efficient, and personalized customer service.
What do you dislike about Freshdesk?
NO built in social media integration
Freshdesk offers an excellent suite of features for customer support, but it’s not without its drawbacks. Businesses may find it expensive at scale, and some users report challenges with advanced configurations, complexity in setting up automation, and limited functionality in lower-tier plans.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk consolidates allcustomer interactionsinto a single platform, allowing to response and solving complaints on faster scale
""Transformative Impact on Support Efficiency and Customer Satisfaction with Freshdesk""
What do you like best about Freshdesk?
One of the things I appreciate most about Freshdesk is how its automation features simplify repetitive tasks, saving time and speeding up response rates. The ticketing system is user-friendly and, combined with customizable workflows, makes managing a large number of requests much more efficient. Another standout feature is the self-service knowledge base, which lets customers find answers quickly and has noticeably reduced the volume of simple inquiries we receive. On top of that, the detailed analytics and reporting tools are a huge plus, helping us monitor key metrics and improve our support strategies over time.
What do you dislike about Freshdesk?
Freshdesk is a strong platform overall, but there’s room for improvement in its customization capabilities, particularly when dealing with advanced settings. Tailoring the platform to fit unique workflows can sometimes feel restrictive, leading to the need for workarounds. Another area for enhancement is performance—features like reports or the ticketing dashboard can be slower to load during peak times, which can impact efficiency. While these issues are relatively minor, they can become noticeable when managing high volumes or very specific business processes.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk has significantly optimized our support processes by centralizing ticket management, automating repetitive tasks, and empowering customers with self-service options. This transformation has allowed us to handle high ticket volumes more effectively, cutting response and resolution times by roughly 30%. The automation features are especially valuable, as they manage routine inquiries while routing complex issues to the appropriate teams, ensuring seamless support. Furthermore, the self-service knowledge base has decreased basic inquiries by about 15%, enabling our team to concentrate on more critical tasks. These improvements have not only enhanced team efficiency but have also driven an 18% increase in customer satisfaction, as support is delivered faster and more accurately.
"My work routine took a 360 for the better."
What do you like best about Freshdesk?
The ticketing capabilities with automations and rules for auto assignment. The full behind the scenes view for employess when they are abesnt to prevent delays. reports, metrics all the things. Easy to learn and impliment into the existing structure. Customer support reponse times went down and were met in target range. Easily intergrated with our existing inventory/order entrey system. I use this platform everyday - entire work day - Total Fan here
What do you dislike about Freshdesk?
Rule overridding can be a pain but you can learn to navigate it easily after a little trial and error
This program is comprehensive and capable of so much that it can be overwhelming to navigate all those options at first - I did catch on quick thougnh.
What problems is Freshdesk solving and how is that benefiting you?
Visibitly to work load with absent employees & coworkers
automated ticket routing - gives me time back in my schedule
guided automations for response time alerts
keeping employees engaged and balanced work loads
"Easy to use program - powerful features"
What do you like best about Freshdesk?
In our industry, we have a lot of customers with the same email address - this is a problem for 98% of the products we reviewed as they use email address as a unique identifier. Freshdesk let us pick what we want to use as our unique identifier though and that helped us to better cater to our customers and limit any confusion for our agents. The UI is very clean as well. This is the number one tool used by our agents each day, they can easily collaborate with one another and we can track trends. Our onboarding was fairly easy considering our former product had been in use for over 15 years. And, thankfully each time we've needed to reach out to support, everything has been answered in a timely matter.
What do you dislike about Freshdesk?
More of the AI features used to be included in the higher tiers, but now are additional. They are always nice to test though and see how far the product has come.
What problems is Freshdesk solving and how is that benefiting you?
Transparency into responses going out from everyone in our contact centers. This helps us see if the customer has called before with the same issue and how it was resolved to quickly do so again. We can also see if we have a spike in a certain issue and can better escalate it for repair.
"6 months using the system"
What do you like best about Freshdesk?
I really don't have many words to describe it, since in just 6 months of working at the company where it is used, it has become an essential tool for me, since in 1 month of use I already knew how it worked and I am willing to continue discovering what else I can do, what I liked was how to be able to create filters for each type of ticket.
In addition to everything else, in the customer service section, this is where I took the most advantage by creating productivity reports.
What do you dislike about Freshdesk?
What I'm not completely convinced by is the fact that if I have a WhatsApp number integrated into it, I can't use that number outside of the platform, so to speak, wanting to have WhatsApp Business active.
What problems is Freshdesk solving and how is that benefiting you?
Easy and simple, it solved my problem of customer service agent productivity.
"A Game-Changer for Reporting, Analytics, and Agent Efficiency"
What do you like best about Freshdesk?
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.
What do you dislike about Freshdesk?
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 Freshdesk 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.
"Excellent & efficient collaboration tool with great analytics to accompany!"
What do you like best about Freshdesk?
Freshdesk can host many agents in a cross-functional way which is integral to making what we do be efficient and satisfy our customers. It is easy to use which allows for less time training and onboarding for how to use the tool. When there are issues, the customer support team is easy to contact and resolve issues quickly. Using the tool everyday puts a lot of pressure on the need to always be functional - we have yet to have an issue! Having the internal notes capability between agents, forwarding of tickets, and other attributes that can be tagged to a ticket allow for easy searching and aggregating of metrics.
What do you dislike about Freshdesk?
The only downside I have experiences is if I don't have the specific admin privileges to see certain groups and therefore, tickets, the tickets seem to disappear and it takes some time to get access to these tickets.
What problems is Freshdesk solving and how is that benefiting you?
Organization of different types of requests or complaints.
"Maximising Efficiency and Performance with Freshdesk’s Analytics Tools"
What do you like best about Freshdesk?
Freshdesk has become an invaluable tool for our team, especially when it comes to reporting and analytics. The detailed insights we’re able to extract from its reporting features have given us a clear view into key performance metrics, allowing us to identify trends and make data‑driven decisions with confidence. This level of visibility has been crucial for spotting bottlenecks and optimising workflows, enabling us to handle an increased workload more efficiently without compromising service quality. With Freshdesk, we have the data we need to continuously improve and meet our goals in a scalable way.
What do you dislike about Freshdesk?
While Freshdesk provides a strong base for customer support, one drawback is the need for several add-ons to enable what feel like essential features, such as dynamic fields. To have fields that show, hide, or become mandatory based on values set in other fields, we’ve had to rely on add-ons rather than having this capability built in. This reliance on additional features can complicate workflows, especially when the add-ons don’t always integrate seamlessly. It would be far more efficient if these dynamic field options were included by default, making the platform more flexible without extra configuration.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk helps us streamline customer support by centralising ticket management and providing valuable reporting and analytics. The insights we gain allow us to track performance, spot trends, and optimise workflows, enabling us to handle increased ticket volumes efficiently. Overall, the platform’s flexibility has greatly improved our responsiveness and service quality.
"Efficient, Feature-Rich, and Easy to Use for Seamless Customer Support"
What do you like best about Freshdesk?
One of the best features of Freshdesk is its user-friendly interface that makes it easy for both customers and support teams to navigate. The ticket management system is streamlined, helping agents quickly respond to customer inquiries. Freshdesk also offers a range of automation features, such as ticket routing, automatic replies, and workflows, which can save a lot of time and reduce manual effort.
Additionally, the ability to integrate with various third-party apps and its multi-channel support—such as email, chat, phone, and social media—makes it a great all-in-one solution for customer support teams looking to provide seamless service across different platforms.
What do you dislike about Freshdesk?
One downside of Freshdesk is that while it offers a lot of features, some of the more advanced functionalities, such as custom reporting, advanced automation, or certain integrations, are often locked behind higher-tier plans. This can make it more expensive for businesses that need those capabilities.
Another potential drawback is that the customization options for the interface and workflows can be somewhat limited compared to other platforms, especially for larger teams with more complex needs. Users may also find that the knowledge base and self-service tools are a bit basic or require extra configuration to meet specific needs.
Lastly, while Freshdesk is generally reliable, there have been occasional reports of performance issues or slow response times during peak times, particularly with larger ticket volumes or complex workflows.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk solves key issues like ticket management, automation, and team collaboration, streamlining workflows and improving response times. This leads to faster resolutions, reduced workload, and better overall customer satisfaction.
"Freshdesk - simplifying our Customer Services"
What do you like best about Freshdesk?
Freshdesk unites our emails, tickets, calls and chats in one easy to access system. We use this system throughout our work day and I cannot fault it one bit. The support we receive from the customer support team is top notch, and we are currently looking at integrating chat with our in-house systems. I can't wait.
What do you dislike about Freshdesk?
The main bug bear for me is the consistency in terminology. A type in tickets is a tag in calls, but a tag in tickets is different. A group in freshdesk is a team in freshcaller. Can make it confusing to explain to other people what to do.
What problems is Freshdesk solving and how is that benefiting you?
Reporting - we can now easily see the types of queries that we are getting and monitor how changes affect our customers
Ease of use - having all our communications through one platform makes config easier to handle
"Regarding effortless service provided by Freshdesk"
What do you like best about Freshdesk?
I would like to mention multiple things that i like about Freshdesk. This platform provides omnichannel support through which we can deliver a fast and consistent customer service across e-mail and social media platforms. By using Advanced Automation Rules the repetitive tasks are cut down and customer queries are handled quickly without the need of manual work. Their Customer Support is avalilable everytime and is good in service.
What do you dislike about Freshdesk?
While most of the time this platform integrates in my apps, but sometimes integrating it with certain third party apps such as CRM Tools or with Marketing apps becomes difficult
What problems is Freshdesk solving and how is that benefiting you?
So the manual or repetives tasks used to be very tedious and time consuming. So by using Freshdesk it helped me to solve my problem by handling the manual or repetitive tasks automatically by using advanced automation rules.
"Great product for customer service"
What do you like best about Freshdesk?
The interface, for users is neat and user friendly—simple enough for newcomers and seasoned team members to grasp promptly without hassle. Despite its straightforwardness; it doesn't skimp, on functionalities that streamline the process of handling customer support inquiries. The Customer support team is genuinely eager to assist us with our concerns.
One thing that really impresses me is the analytics and reporting options offered by Freshdesk. They provide reports that help us monitor performance across different areas such, as response times, ticket resolution rates customer satisfaction and more.
The setup process was just as easy to handle! Freshdesk provides a user interface that made it a breeze for us to start using it away without requiring much training or assistance.Thanks, to this user feature we experienced downtime and our team could stay productive throughout the transition, to the new system.
We find Freshdesk incredibly beneficial as we seamlessly incorporate it into our operations without any hitches or obstacles at all times It plays a role, in our work process and is indispensable, for overseeing customer inquiries efficiently tracking tickets and maintaining seamless communication through different platforms Be it addressing support requests via email live chat or social media Freshdesk consolidates everything in a single platform simplifying the task of organization and prompt responsiveness
Freshdesks seamless integration process and user friendly interface have made it an essential tool for us to provide top notch customer support on a basis, with ease and efficiency.
What do you dislike about Freshdesk?
Platform can regularly be on the slower side, particularly when dealing with high ticket or multiple number of workflows. This can caused a reduction in the general efficiency of the support process at some times.
There is also a place where it could be improved, for example, the settings depth of some aspects, for example, ticket fields.
However, the Freshdesk integration is rich, and some of its larger components might need additional setup or tech skills, which may be inconvenient for the teams without specific IT assistance or you have to pay additional fees for integration.
What problems is Freshdesk solving and how is that benefiting you?
We have also been using Freshdesk to monitor and sort a high number of emails well. Email support has been simplified with the help of the platform, so there are no more cases when some emails can be missed, as well as our customers will be able to receive answers immediately.
Also, Freshdesk helped to create surveys quickly: we could regularly receive feedback from our customers. It has been instrumental in addressing their needs and as well as make right adjustments and changes to our service delivery systems.
It has also been the case that Freshdesk offers strong analytics that have also I found to have made a vast difference. This allowed us to monitor performance and look at patterns through metrics which we were granted the ability to track and visualize. It also means that we can really see what is going within our support operations and make a more proactive and real-time adjustments to our customer support strategies. In general, Freshdesk has increased our productivity in the way we handle customer relations significantly.
"Powerful Customer Support Solution with Room for Improvement"
What do you like best about Freshdesk?
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 Freshdesk?
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 Freshdesk 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.
"A Great Choice for a Flexible and Highly Customisable Customer Service Solution"
What do you like best about Freshdesk?
We have been using Freshdesk for over two years; it is the main tool the Customer Solutions team uses every day. It has proven to be highly customizable and easy to integrate with the different applications we use in the company. Various automations are easy to create, even for non-technical personnel, and have helped my team become more efficient. Additionally, their customer service is very helpful and fast, making issue resolution effortless.
What do you dislike about Freshdesk?
There are no major downsides to the system. If we're being picky, the design could be more sophisticated. Additionally, there is currently no way for us to access the deliverability information of our tickets, such as extracting the logs. Also, whenever a new contact is created, they are automatically emailed to create a Freshdesk account, which we do not necessarily want to happen every time. However, we have learned to work around these issues, and so far, I see more positives than negatives.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk is the primary tool we use for customer service at IPXO, particularly for handling a significant portion of our tech support communications. It enhances our team's efficiency by automating routine tasks, enabling the use of predefined responses, and providing valuable insights through data analysis. The platform also helps us track our performance on a daily basis, ensuring consistent improvement in our customer service operations.
"Best CRM so far I have used, Truly appreciable."
What do you like best about Freshdesk?
It is very customizable platform where I can showcase all my business needs and I used to get all the analytics to analyze my team performance. The ease of implemention of new settings and use the automation.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
What do you dislike about Freshdesk?
No major backlash to mention it is very easy to use
What problems is Freshdesk solving and how is that benefiting you?
I can get my team performance through Analytics
Customer Satisfaction is must when you are running a business with the customers.
"Highly recommended"
What do you like best about Freshdesk?
We have been using FreshDesk as our support portal for years, and we are very satisfied with it. The tool is intuitive to use, making it easily accessible for both our team and our customers. One of the key benefits is the knowledge base we created, which helps customers find answers to common questions in advance.
FreshDesk’s automation features streamline our standardized processes and significantly enhance our operational efficiency. Predefined responses also allow us to handle requests more quickly, improving the overall support experience.
As FreshDesk customers, we feel well-supported. Whenever issues arise, we receive professional advice, which reinforces our trust in the tool.
What do you dislike about Freshdesk?
Obwohl wir insgesamt zufrieden sind, gibt es einen Punkt, den wir als verbesserungswürdig ansehen. Die Bearbeitungszeit meiner Beschwerde war etwas länger als erwartet. Das Problem musste von den Entwicklern gelöst werden, daher ist es schwer einzuschätzen, ob der Aufwand gerechtfertigt war. Dennoch wäre eine etwas schnellere Abwicklung wünschenswert gewesen.
Although we are generally satisfied, there is one area we see room for improvement. The handling time for my complaint was longer than expected. Since the issue had to be resolved by the developers, it's difficult to gauge whether the effort was justified. However, a slightly faster resolution would have been appreciated.
What problems is Freshdesk solving and how is that benefiting you?
Freshdesk helps us efficiently manage customer communications by centralizing all support inquiries in one platform. It streamlines ticket handling, enabling us to track and prioritize issues more effectively. With automation tools, such as canned responses and workflows, we can quickly address common requests, freeing up time for more complex issues. Additionally, the knowledge base reduces the volume of incoming tickets by providing customers with self-service options. This results in faster response times, improved customer satisfaction, and a more organized support process.
"Streamline processes and help reduce a lot of manual work!"
What do you like best about Freshworks?
We've been utilizing Freshdesk for quite some time, and its reliability stands out as one of its best features. The platform is user-friendly, offering a broad range of options, including powerful automation tools and API integrations, making it an all-around solution—whether for managing chats or handling tickets. With the help of automation we were able to automate mutliple workflows reducing a lot of manual work in assigning the tickets to specific teams. We have been using the Omni channel paltform which allows us to work from the Freshdesk window and take calls and chats simultaneouly.
What truly sets Freshdesk apart is its exceptional 24/7 support team. The representatives are highly knowledgeable and equipped to resolve any issues swiftly. Additionally, Freshworks team also maintains regular catch-ups with their clients—quarterly or biannually—to align with our business goals, ensuring that their services continue to support our evolving needs.
What do you dislike about Freshworks?
One drawback while using Freshchat was observed while downloading their reports. They have a limitations in downloading their Interaction report which restricts us to download the data of only 24 hours. Even though we do understand that this report is a collaborative report of all others and consist of the entire chat data, but it would have been better if this limit could have been increased to atleast 7 days. However we can automate this report to our emails on a daily basis which resolves this concern to a certain extend.
What problems is Freshworks solving and how is that benefiting you?
Freshdesk has helped us keeping a track all our customer interaction in 1 place. We also use Freshchat which is our Customer Support chat platform. Freschat helps us connect with our customers over Whatsapp and help us resolve their concerns on the go. Also its very easy to convert a chat into a ticket which then helps us keep the track of different types of customer interactions from Freshdesk!
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