Freshdesk Reviews & Product Details

Freshdesk is an excellent tool and platform to use especially when handling customer-related concerns and enquiries. It is user-friendly and easy to navigate. It is a vital tool for my current task.

In my experience using Freshdesk, I can say that none so far.

Freshdesk solves different problems as it engages to customers directly and promotes collaboration within the organization. It also helps ease the analytics and reports.

Freshdesk has so many features that are user-friendly and it everything is essential to monitor and answer customer-related concerns like my current task using this platform.

None so far with my experience using Freshdesk. Everything is beneficial.

Freshdesk helps to monitor and resolve customer-related concerns. Its functions and features are vital in a customer service environment. It also helps gauge customer feedback.

User-friendly interface, Ticket management, Multichannel support, Knowledge base and self-service options, Collaboration and team productivity, coordination among support agents

Limited customization options: Some users may find that Freshdesk's customization options are not extensive enough to meet their specific needs. While it provides certain customization features, there might be limitations in terms of branding and customization of workflows. Pricing structure: Freshdesk's pricing can be a concern for small businesses or startups with limited budgets. The more advanced features and functionality may require higher-priced plans, which may not be affordable for all businesses. Complexity for larger organizations: While Freshdesk is generally user-friendly, some larger organizations with complex support processes may find it challenging to configure the platform to match their specific requirements. Customization for advanced workflows can be time-consuming and require technical expertise.

Ticket management: Freshdesk provides a centralized system for managing customer support tickets. It helps businesses organize, track, and prioritize incoming inquiries, ensuring that no customer query goes unanswered or unresolved. This streamlines the support process, improves response times, and enhances overall customer satisfaction. Multichannel support: With Freshdesk, businesses can handle customer inquiries from various communication channels, including email, phone, chat, social media, and more. This enables businesses to be accessible to customers on their preferred platforms, enhancing convenience and improving customer engagement. Knowledge base and self-service: Freshdesk allows businesses to create a knowledge base and self-service portals where customers can find answers to common questions and issues. This empowers customers to resolve problems independently, reducing the volume of support tickets and freeing up agents to focus on more complex inquiries. It also improves customer experience by providing instant access to relevant information. Collaboration and team productivity: Freshdesk offers collaboration features that facilitate teamwork among support agents. Agents can communicate through internal notes, collaborate on ticket resolutions, and assign tasks to ensure smooth coordination. This improves team productivity, enables knowledge sharing, and reduces the time required to resolve customer issues. Automation and workflows: Freshdesk allows businesses to automate routine tasks and define workflows based on specific criteria. This includes automated ticket routing, escalation rules, and predefined responses. Automation reduces manual effort, improves efficiency, and ensures consistent service delivery. Reporting and analytics: Freshdesk provides reporting and analytics capabilities that offer insights into support team performance, customer satisfaction, ticket resolution times, and other key metrics. These insights help businesses identify areas for improvement, optimize support processes, and make data-driven decisions to enhance customer service.

It is conveniently collecting customer inquiries from different channels to one. Easy visibility on the inquiries of what matters to my organization and me.

The tabs may be confusing since there are a lot of tabs to choose from. Can be better if it can be better streamlined

I only need to go to one place to check inquiries from different platforms, provides more time for me to do more.

Had been using Freshdesk since more than a year and I love how easy to use it is and enables the agents to track their tickets and get analytics for the same at any point of time!

There is nothing in particular but I wish we could get more flexibility for creating custom dashboard with desired parameters

Being a IT Support agent, it helps me complete my day-today tasks, collaborating with the clients and tracking the ETA ensure the SLA is never breached.

Freshdesk is very convinient to use in helping customers concern and inquiry.

There is no negative feedback for Freshdesk

Freshdesk is helping me to give accurate resolution to customers concern

Freshdesk is convenient to use and user friendly

There is no negative feedback about freshdesk.

Freshdesk helps me to resolve customer concern, and it benefits me by giving accurate resolution

the CRM tool which helps to manage sales and build the pipeline to make the sales funnel

There is nothing I hate about Freshworks, I might expect that it should be a little simple to use

to maintain my clientsdatabase

Immediate support from their supprot team Automaitons & analytics They make our life easier by allowing us to do lot's of work arounds to fulfill our requirements

No thing I love the whole product overall, I would've been more happy if freshcaller enabled in KSA & UAE without any limitations, apart from that the entire product is perfect (freshdesk & freshchat).

Freshdesk for us is an escalation management system and helping us to monitor agents performance through dashboards it also supports in replying to emails and Facebook interactions as well as Twitter interactions

The platform is user-friendly, super reliable, intuitive and easy to manage with non-technical resources. Anytime we've encountered any issues (always minor), the Freshdesk team has always been quick to assist. I work with many vendors, and they are hands down the most responsive and always so pleasant.

The reporting features could have more customization features. For example, when viewing agent reports, the report tells you how many tickets an agent has responded to but doesn't have a group total. We aren't able to export email threads. We aren't able to link more than one chat account to Freshdesk.

We're able to manage multiple accounts under one platform and have the ability to silo our many unique accounts when necessary. This is a particular need for our business that other players in the industry have been unable to solve, such as Kustomer.