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Cost effective CRM product with good features
What do you like best about the product?
The Integration was seamless with good number of features. We have been using Freshdesk for 3 years now for our customer support team and it has been a good experience.
What do you dislike about the product?
Few basic use cases expected out of CRM product are missing and feature request takes ages for them to implement.
What problems is the product solving and how is that benefiting you?
The conversation with customer is ticketed seamlessly
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Great support software
What do you like best about the product?
Great ease of setup and use, no need to have a support email
What do you dislike about the product?
The free tier only offers 2 users compared to 5 by hubspot
What problems is the product solving and how is that benefiting you?
Having a ticketing software that is free and easy to use
Really pleased with the Freshworks. Amazing support and service!
What do you like best about the product?
The implementation and support were amazing. Even after using the product for over 5 years, I am still pleased with the decision. We recently took on chat bots which have also helped deflect over 40% of contacts.
When we require support, we receive prompt responses and resolutions.
When we require support, we receive prompt responses and resolutions.
What do you dislike about the product?
I do not find any dislikes about the product it self, however, some functionalities could improve such as canned responses having customised rules which would then auto-populate ticket fields. This would save front-line staff time on filling these in manually.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk.
What problems is the product solving and how is that benefiting you?
Making sure all customer contacts are within a single view platform. This means the team can spend less time manoeuvring around various systems and provide efficient support.
Freshdesk is the go to tool for your Client Support System
What do you like best about the product?
Easy to use
Easy to Implement
Provide end to end customer support
Analytics feature for monitoring and tracking and
Freddy AI
Easy to Implement
Provide end to end customer support
Analytics feature for monitoring and tracking and
Freddy AI
What do you dislike about the product?
None! But there was one specific feature that we needed while using Freshdesk and that's we needed both SSO Login and a regular password based login (without SSO) but we couldn't do this here.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving key challenges in providing seamless customer support by streamlining ticket management, automating repetitive tasks, and enabling effective team collaboration. It centralizes all customer interactions across multiple channels—email, chat, and phone—into one platform, making it easy to track and resolve issues efficiently
A lot of potential but need to improve on customer success to maximize subscription features
What do you like best about the product?
Competitive Price compared to other platforms
What do you dislike about the product?
omni channel is not omni chanel. From ticket handling to analytics
What problems is the product solving and how is that benefiting you?
Transitioning all omni subscriber to Customer Service Suite.
Very near to the perfectly designed CRM Tool
What do you like best about the product?
Their wonderful features, ease of use, support and analytics
What do you dislike about the product?
Limitations in the reporting section - I cannot create my own report with X no of parameters, there are some restrictions
What problems is the product solving and how is that benefiting you?
On the previous tool, we couldn't track the metrics which we wanted to. Post moving to Freshdesk, we have a clear view of all the metrics and data and it's much more than that too!!
A CRM Feautre Rick Product with Great Value and Cost Effective
What do you like best about the product?
The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications.
What do you dislike about the product?
One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button.
What problems is the product solving and how is that benefiting you?
We were looking for implementing a Customer Service Helpdesk portal that covers the user manuals and a ticketing system that helps customers raise their requests.
We have had a very good experience using Fresdworks Dash.
What do you like best about the product?
Freshdesk is a great customer support platform with many positive features.
What do you dislike about the product?
Freshdesk has a lot of features and products, which can be overwhelming for new users
What problems is the product solving and how is that benefiting you?
Freshdesk is a cloud-based customer support platform that can help businesses improve customer support and engagement by solving problems.
Long-term Freshdesk User
What do you like best about the product?
Easy to integrate to internal platforms, reporting is good. The UI is great and easy to use. Permissions can be adjusted and ticket scope.
What do you dislike about the product?
Old slack integration works better but gets broken often. The new Slack app doesn't offer features of linking to slack channels from the app which is a big downside.
What problems is the product solving and how is that benefiting you?
Allows our customers to reach out to us for support related issues agents can pick up on more easily.
A Great Choice for a Flexible and Highly Customisable Customer Service Solution
What do you like best about the product?
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 the product?
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 the product 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.
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