Freshdesk Reviews & Product Details

What I like most is the visibility of the customer journey and ticket history. Track how often the customer has been engaged and the service history of service incurred.

So far, need to improve the dashboard facing. Recommended to have it visible to all internal users regardless of access status especially on the floating tickets and number of open.

visibility on the issues and concerns that helps improve the customer service of aftermarket. Also, this Freshdesk help address the concerns of BP on the part material code needed as it is already included on the system features.

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 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

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

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.

Very helpful to track all records/information of customers to be able to provide quick resolutions to the customers. Furthermore, it helps us to generate with all the details needed.

Nothing bad feedback about freshdesk since it is convenient for all users/agent.

for all customer inquiries/complaints, it's easy for me to provide actual resolutions.

very convenient system for all users/agents for all customer concern/inquiries. furthermore, very helpful with all transactions record in freshdesk once you search through Customer names/Ticket number.

No negative comments/feedback about freshdesk as a user

I can track all records/information about the customer once I give resolutions to the customer. Also, it can provide details I need in all of my tasks/report. Since it has analytic data.

the way fresh desk can cope up with millions customer details and other details needed thats why fresdesk is the best and useful and recommendable to other people

there's so much to click and there's so much to clicking the need to do and before we finish the task or email that can be done

it is useful to me and my other co workers

Knowledge Base is the most helpful as a source of information

SMS Feature is a good feature but it needs premium?

Source of Reference Materials

Integrations in Freshdesk and robust functionality with ready-to-use integrations are the keys to maximising customer experience

Report generation and logics are bit complecated

Internal quality and on-time resolution; moreover we can monitor agents' productivity

FD is very easy to use, intuitive, smart. Makes it easy for my team to delight our customers!

apps that can be integrated in FD is growing but there were some that we want to have soon!

single platform for all customer inflow, made our team more efficient. increase in productivity, higher CSAT scores

You can see the information of customers for reference of the user/Agents. Also, easy to find old transactions once you search the name of customers or Ticket number.

For me, I dont have any bad comments about freshdesk. It's perfect to use it for all users.

All complaints of customer you can see the narrations for all agents for reference of everyone. Furthermore, even you close the ticket once the customer have response the ticket will open again.

I like that the software is easily configurable.

I would like more features without having to have the more expensive package.

The historical data we can maintain to assist in resolving new cases helps tremendously. The search function allows me to easily and quickly find comparable issues.

I work with support team. Tickets generation becomes very crucial when tracking client history and agent performance. The toll is very easy to use and explore. Even for new learners. Integrations are also very good.

I didn't find any major flaw in the tool. However, sometimes, finding some minimal and hidden settings become very difficult. Navigation takes time. Also, i found the cost to be on the higher side when compared to other support tools.

Ticket generation, tracking agent performance, ticket distribution amongst teams followed by an escalationb matrix. These are things which have been solved by FD. Moreover, integration with exotel has ensured that no client complaint is missed by the team.

it is very helpful to connect with customer

nothing to dislike it is very good and easy to use

to connect with all customer

Freshdesk provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features.

Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability

With Freshdesk, we were able to monitor all of the concerns coming from different channels in one single dashboard and with the help of useful tools to categorize each concerns base on priority level.

The way makes everything more easy to work with your tickets and customers, the amount of time that save you is really appreciated in the busy times.

That is not lots of options for fonts and ways to create the canned responses.

The typical problem of customers sending lots of seperates emails, with this tool you can merge them and keep track with all much easier