What do you like best about the product?

It can be customized as per our needs, very user friendly and access to reports

What do you dislike about the product?

The long procedure of deleting an email or user

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

We run a state helpline and I found out that FreshDesk was the best when it comes to tracking cases and calls. It also is the best in terms of getting customized reports for all stakeholders

What do you like best about the product?

They offer a wide range of solutions, and it used to be at a reasonable price.

What do you dislike about the product?

At the beginning of 2021 Freshdesk decided to limit their SSO (Single Sign-On) functionality to their new system. All customers had to implement the new system before May 31.
Although this might be inconvenient, it is part of keeping systems up to date. So we started to change to the new system at the beginning of May.

And then, the horror started...

We have various labels/brand identities with different SSO URLs. This used to be no problem in the old system, and everything worked fine back then.
After trying to configure different SSO configurations for the various labels, this didn't seem possible. So I emailed their customer service.

From the Freshdesk customer service on May 19, 2021:
"... Also, it possible to create different SSO policies for different portals, and you would need to be on an Estate plan having an active portal to view the same options. You will have to enable this SSO only for a specific portal and create other custom policies for the other portals.
​I can see that you are currently with a Garden subscription, and I assume you are exploring the Estate plan for now. In order to test this, I would suggest you sign up for a new Estate account to test. ..."

So to keep using the functionality as we had before Freshdesk expected us to upgrade to a more expensive plan at MORE THAN 2.5x times the monthly cost. After pointing this out, another employee responded:

From the Freshdesk customer service on May 20th:
"... However, this could not be implemented in your current plan as this available only from the Estate plan and onwards. ..."

After mailing back and forward, they eventually could offer us a 15% "discount", which was NOT a discount for us, but a 76.4% increase for something we already had before (and did not ask to change).

Some more time and mails later (meanwhile it was August 11, 2021) Freshdesk changed their plans, and they could offer their "Pro" plan (which was formerly known as their Estate plan) for a lower price.
Keep in mind that this was still almost 2x as expensive as the account we had before, for a change we didn't requested.
Since all our processes and service flow were designed around Freshdesk, we decided to pay the price (all this time, our customers couldn't log in to Freshdesk via SSO from our applications).

But wait, it gets worse ...

After our account was upgraded I tried to configure SSO for our different labels. I made several attemps but the option still didn't seem available, so I contacted Freshdes support once again.

From the Freshdesk customer service on August 16, 2021:
"Being able to set up portal-specific SSO login flows is yet to be realized in Freshdesk. We would not be able to set custom SSO login flows for multiple product portals. It's not yet supported for Multiple Products or Portals setup."

From the Freshdesk customer service on August 18, 2021:
"I had a word with the Product and Development teams regarding this. They told me that we have had quite a few similar requests and that there may be a chance to take it up as a feature request though we do not have a current timeline or roadmap for this."

We requested to be downgraded to our original plan (at the moment of writing that request is still pending).
So for now we are stuck with double the monly costs and our customers who can't use the SSO for over three months (and counting).

Buyer Beware:
Be carefull what you get yourselfs/company into. Freshdesk has the tendency to change their plans (and the services therein), the story above is already the second time it happended to us (whe had simmilar issues with Freshchat).
Freshworks has proven to be an unreliable business partner, making changes which limit the featureset and forcing unwanted upgrades to more expesive plans based on false promises.
After a few years your processes and applications will be integraded with your service desk application and a switch is not quickly done. Alough, when taken everything in consideration, it definely will be worth it and say Freshdesk goodby.

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

We use Freshdesk (in combination with Freshcaht) for customer contact and care.

Recommendations to others considering the product:

Think twice

What do you like best about the product?

Omnichannel makes our workflow great! We can distribute the tickets very fast and fairly. Canned response and solutions search bar increase productivity. The ticket templates are very easy to create.

What do you dislike about the product?

Freddy AI chatbot is difficult to understand. Creating a ticket after a custom flow needs API and if you are not an IT member you can face some difficulties to change settings.

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

We have control all over the tickets in terms of distribution, sharing, collaboration, response time, topics, tags, etc. Monitoring the agents is very easy. Reports and insights give us feedback in detail.

Recommendations to others considering the product:

I recommend Freshdesk strongly. However, if you think to use chat, call and desk together you should better use the omnichannel plan.

What do you like best about the product?

As simple or as complicated as it needs to be. The gamification of ticket stats tends to work as a positive motivator for junior technicians.

What do you dislike about the product?

As a non-profit, some of the subscriptions for the higher tiers aren't justifiable.

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

Team workload and monitoring, especially when dealing with remote members of the team.

What do you like best about the product?

The ability to fully customise the platform to match your needs and the ability to have backend javascript which can do almost anything.

What do you dislike about the product?

The way in which conversations are minimised and old messages hidden can sometimes be annoying

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

We have created a helpdesk for our company. It is extremely efficient and allows us to not have people directly email us which reduces congestion in our mail boxes.

Recommendations to others considering the product:

It is a great platform, highly customizable to meet your needs and the service is great from the support staff.

What do you like best about the product?

Freshdesk creates tickets using Email ID, not the sender and subject line, which helps when you get thousands of tickets a day.

What do you dislike about the product?

Only thing i dislike is that the AI add on is extreamly expensive for what it is. I hope they get the price lower.

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

We are getting different teams to work and communicate together without sending a single email. We use to send thousands of emails internally to each other, and now we do not. We share tickets internally.

What do you like best about the product?

Ease of use and adaptability. There is almost nothing it cannot do if you set it up correctly.

What do you dislike about the product?

Businesses always want more, sometimes it is challenging getting that little extra right. Fortunately there is usually a workaround to get us to the end goal.

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

Automation resulting in customer satisfaction because we get to resolve issues quicker with more accurate information being available upon first contact.

What do you like best about the product?

Freshdesk is an awesome support platform that will help you scale your business as you grow. Their subscription prices are affordable and scalable, with a very intuitive user interface. This program will work for you no matter what you need to help support your customers for your business. Their free plan has everything you could want in a support platform, and their expanded plans offer additional tools at just the right price point. The program is easy to use and maintain and allows for multiple groups/teams to work together in tandem to resolve your customer's issues faster.

What do you dislike about the product?

There are a few parts of their system that can be a little difficult to understand when setting up, but their support is amazing and they can help even the most technologically challenged person quickly and easily set up their platform.

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

We had trouble sorting and responding to tickets with our previous platform. With Freshdesk it is easy to note and keep track of different user's account issues.

Recommendations to others considering the product:

Freshdesk can be intimidating because of all of the tools and services, but they start with very intuitive defaults. Setting up and administrating the account is very easy and does not take any time at all!

What do you like best about the product?

The simplicity of using Freshdesk is mind-blowing, very complex processes have been watered down or compressed to a few clicks, my best feature so far is the automation of repetitive processes, scenario automation. I may not be utilizing all the features as expected, but I wish to know more according to our business use case and the goals we seek to achieve.

What do you dislike about the product?

It's quite difficult to get some reports using the analytics feature.

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

Reporting has been very seamless, as well as evaluating our support down line.

What do you like best about the product?

Amazing tracking of ticketing history. Many options for Automations. Good integrations with Freshchat.

What do you dislike about the product?

Don't have a good user manual only for agents - Like 1,2 pages something short.

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

We have solved one big problem which was to remove all personal emails to be used for correspondence between customers and agents.

Recommendations to others considering the product:

Easy to be configured with your CRM. Good and easy understanding from the agent side.