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The company that took India's SaaS success to worldmap.
What do you like best about the product?
Easy to use and reliable. It becomes very easy to serve customers
What do you dislike about the product?
Integrations. At times some integrations or automation not work
What problems is the product solving and how is that benefiting you?
Helping customers serve faster and in proper way
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Freshdesk Review
What do you like best about the product?
The ticketing and user accessibility/viewability of each project request elements are the best features of this product. It allows you to track the order of each request as they come through quickly and efficiently, both on the agent and requester-side. Their pricing is highly competitive as well!
What do you dislike about the product?
This platform has A LOT of features, and it is also a platform where you learn new things about it all the time, which, to be clear, is not a bad thing, but can be almost daunting at times.
What problems is the product solving and how is that benefiting you?
Internal CRM-based project request processing and tracking (we have a lot of internal requests come through for this) and it allows us to efficiently manage these in the most productive way possible.
Recommendations to others considering the product:
This is an extremely helpful product to have for any organization that has a lot of project requests come through. It is very competitively priced, too!
its a good website to use
What do you like best about the product?
it's an easy website to use , easy to navigate inside the website, fast respond,
What do you dislike about the product?
voice in the website some time disappear, sometimes the chat didn't appear on the web site, some lag happened while using the website,put me away while I use it
What problems is the product solving and how is that benefiting you?
its improved my skills and tried to help me to improve my skills
Recommendations to others considering the product:
yes
Great tool to support customer reqeustes
What do you like best about the product?
1. Simple interface
2. Swift response
3. Excellent analytics
4. Direct URL to specific issue
2. Swift response
3. Excellent analytics
4. Direct URL to specific issue
What do you dislike about the product?
No multicolumn support for additional fields
What problems is the product solving and how is that benefiting you?
I am solving and reviewing technical and business requests from my customers.
Feature rich but unable to fulfil a few important use cases
What do you like best about the product?
FreshDesk is rich in features and also has a lot of marketplace apps which further increases the feature list. Integration as such is not very difficult, for chat we need to place a JavaScript pixel. There is an Omni channel experience which can help customer services team to be on the same portal and not continue hoping over to different systems. Also, this gives the opportunity to FreshDesk and people using it to control inflow omni channel wise like people on call may not continue receiving chats. Third party integrations are present which suffice use cases like pulling order details from order management system.
What do you dislike about the product?
Although FreshDesk is feature rich and provides integration with third party tools, it lacks some important use cases like chat redirection controls. Third app integration are not as easy as they may appear and have quite a lot of bugs. FreshDesk system itself has shown inconsistent behaviour over time and there have been intermittent bugs in the system. The support is probably not the quickest one and solutions are not to the point many a times and require a lot of too and fro.
What problems is the product solving and how is that benefiting you?
Customer support query volume and resolution time are the two metrics that are looking to manage using FreshDesk. Benefits in terms of routing the queries to correct departments.
Back office support software
What do you like best about the product?
Easy to use with automatizations related to emails and other communication ways
What do you dislike about the product?
It is expensive for some organizations if they are using some of the functions
What problems is the product solving and how is that benefiting you?
high demand of customer answers
One of the best CRMs in the market which is competing with the likes of Zendesk, Intercom etc.
What do you like best about the product?
A brilliant and easy UI/UX for the agents on email.
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
An easy to use configurable UI/UX for admins over the email.
Routing and tracking of Chats are pretty good.
Pro suite is a bit on the cheaper side compared to Zendesk
What do you dislike about the product?
Data capabilities are still not up to the mark with the likes of products like Zendesk Explore.
What problems is the product solving and how is that benefiting you?
Creating an omnichannel customer experience for our customers on Learner support.
Recommendations to others considering the product:
Please consider Zendesk as well, before shortlisting Freshdesk for an omnichannel solution
Simple and easy product with good features
What do you like best about the product?
Able to manage the candidates system easily and moving them from 1 stage to another
What do you dislike about the product?
Cam be a bit more intuitive and navigation cab be better
What problems is the product solving and how is that benefiting you?
Candidate and hiring management system
Recommendations to others considering the product:
It's a decent tool with good enough features to track and manage status of tasks and tickets
An advanced and forward looking solution
What do you like best about the product?
Focus on automation by leveraging tools such as selfhelp and bots.
What do you dislike about the product?
Lower subscription plans of Freshdesk only provide basic reporting and no flexibility to change CSAT yardstick.
What problems is the product solving and how is that benefiting you?
Using it for customer support over tickets and live chat. Also using proactive / triggered chat messages for upselling over chat. Benefits realized by us include the following:
1) Upselling premium services thereby helping adoption rate of paid premium services
2) Chatbots helping resolve upto 10-12 % of chats using easy to configure custom chat bot flow without intervention from our IT
3) Automated repetitive tasks within Freshdesk ticket support thereby helping up supervisory time for things that matter more
1) Upselling premium services thereby helping adoption rate of paid premium services
2) Chatbots helping resolve upto 10-12 % of chats using easy to configure custom chat bot flow without intervention from our IT
3) Automated repetitive tasks within Freshdesk ticket support thereby helping up supervisory time for things that matter more
Recommendations to others considering the product:
Having used multiple customer support platforms over the past 20 years, such as, Live Person, Right Now, Talisma etc. I can confirm that Freshdesk is very competitive and advanced in terms of features and ease of use and is worth a consideration.
Used it for 7 Years - Never Going to Change
What do you like best about the product?
I like that in one pane of glass, I can see my entire helpdesk and have accountability for every ticket . I can also see the performance of my technicians and how well my customers are being handled correctly. It is a well-documented software, and the API works with many other software, especially when combined with Zapier; the possibilities are endless. The automations for mundane tasks, tickets, and clutter are nice to have so the helpdesk isn't flooded with useless spam.
What do you dislike about the product?
There are some micro issues that I've come across that are far from deal breakers. Sometimes the cursor jumps to the beginning of the text in a note. The Zapier integration doesn't have all contact fields, particularly mobile, which would be helpful for other integrations. The integration with other Freshworks products (Freshcaller and Freshsales) aren't as seamless as I'd expect. These are very small knit-picking issues that would never make me want to change ticket providers.
What problems is the product solving and how is that benefiting you?
We can track every phone call, every customer service issue and monitor the performance of all of our computer technicians in a single location. We know where all of our customer information and details are located, and it can work with Zapier to go to other software that we use as well. The product has evolved over the years that we have used it, but there haven't been any revolutionary changes which is a good thing in my eyes. We needed a reliable ticketing system, and found it.
Recommendations to others considering the product:
It just works. So often we try different software thinking it will solve our problems, and there ends up being lots of issues you discover down the road. In 7 years, that hasn't been the case with FreshDesk. We looked into other ticketing software just to see what was out there, and nothing really compared.
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