Freshdesk

What do you like best about the product?

An omnichannel platform and an easy-to-use SaaS product that’s beginner-friendly, with a responsive support team always on hand. Easy to explore and test workflows without any hassle.

What do you dislike about the product?

Occasionally, integration issues with the third-party tool integrated with Freshworks can impact and delay the support team's resolution process.

What problems is the product solving and how is that benefiting you?

A single unified tool that eliminates the need to hop between multiple tools and tabs saves time with a self-service live dashboard for tracking metrics and measuring performance.

What do you like best about the product?

easy-to-use, fast interface, can be used for a small company.

What do you dislike about the product?

UI needs improvement, according to the modern time.
Also, need more work on AI

What problems is the product solving and how is that benefiting you?

Nice tool for a small company to communicate with the clients

Our main use case of Freshdesk  includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk  monitoring traffic and responding to customers to ensure we hit our support SLAs.

We use Freshdesk as a ticketing tool for customer emails; it is a highly efficient ticketing management tool. It helps with customer self-service as well as advanced features such as automation of workflows, and it also provides many performance insights in the form of analytics where we are able to make data-driven decisions.

The best features Freshdesk offers include automation of workflows, insights and analytics, performance analysis and charts, an efficient ticketing management tool, great customer support, live chat, a ticket submission portal, email monitoring, automation potential, centralized communication records, a clean user-friendly and intuitive interface, and intuitive ticket properties.

The capability of automating workflows streamlines the process and saves us time.

Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn. It has allowed us not to invest in additional chat platforms, therefore saving us cost, and it is very easy to use for both clients and my team members. It has reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket. Automation of assigning tickets helps in reducing overall operational costs for the company, freeing up agents to do other complex and much-needed tasks. The better analysis of the overall incoming and outgoing tickets, SLA adherence or violation helps reconfigure the team as per requirement.

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an option to increase or remove the restriction with an additional fee.

I have been working there for the past five years.

Freshdesk is very stable; we have not experienced any downtime or lagging so far.

Freshdesk is very scalable and can handle my organization's growth very efficiently.

The customer support is relatively very proactive and supportive 24/7, and I am very happy with them because they maintain their professionalism and are able to find a solution to any problem on time.

The other solutions that we used were Intercom  and Atlassian Jira .

I have seen a return on investment through better analysis of the overall incoming and outgoing tickets. SLA adherence or violation helps reconfigure the team as per requirement. Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks. It has also reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket.

The pricing experience is relatively competitive, so it is cost-effective. After going through a smooth learning curve, you are able to do the setup on your own, making it smooth and easy.

Before choosing Freshdesk, I evaluated Freshdesk among other options.

My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the company for customer support, which can be automatically assigned based on the skill set of the customer representative. Multiple teams can collaborate on an issue by creating threads or private notes, making it easier for the customer representative to deal with as all the information is under one ticket and easy to use, helping to resolve customer issues on time and in a cost-effective manner. I highly recommend Freshdesk.

Freshdesk is very easy to use and understand; it has one of the best ticket systems that is easy to understand and provides the best visibility to customers. It is also very highly cost-effective compared to other competitors, and it has great features such as automation and knowledge base articles, which help free up agents' time to focus on more critical tasks and saves them considerable time. I rate this product an 8 out of 10.

Hybrid Cloud

Amazon Web Services  (AWS )

What do you like best about the product?

Freshdesk has been a great fit for our small team. The trial version gave us plenty of time to explore the features, try out different integrations, and get a clear sense of how everything would work for us.

What do you dislike about the product?

I didn’t have any issues with Freshdesk as a product. What I found most frustrating was the transition from the trial period to a paid subscription. I had trouble reaching my sales contact, even after several follow-ups. When I eventually connected with another salesperson, I still struggled to get my questions answered in a timely way. Overall, this part of our engagement with Freshdesk was the most difficult and frustrating.

What problems is the product solving and how is that benefiting you?

Freshdesk helps me manage my department's workload, creates continuity of service, and a single point of entry for our incidents, requests, and questions.

What do you like best about the product?

Good blend of features and relative simplicity

What do you dislike about the product?

We are a long-time user of Freshdesk (~10 years) and Freshchat (~6 years). A little over a year ago, they promised that if we upgraded our 10 seats to Enterprise, we'd have a permanent 29% discount. One year later they revoked that and started to charge full list price. They have missed multiple commitments to get back to us with a resolution. When they finally returned with a proposal, it was to switch to annual billing and get its "12 months for the price of 10" pricing, plus 10%. In short, they seem to be focused on hitting internal sales metrics instead of living up to their commitments.

Other issues:
- the knowledgebase does not allow a single copy of an article that can be linked to from other categories -- you have to create multiple copies of the same content.
- you can't have short and long versions of the same article accessible from Freshchat and Freshdesk
- there has been separation of Freshdesk and Freshchat, but they seem to be fixing that.
- poor anti-spam tools

What problems is the product solving and how is that benefiting you?

It is the only support tool we have used for 10 years, since we left Salesforce's Desk product, although that may change.