AI ticket handling has improved customer support and has reduced time spent by managers
What is our primary use case?
My main use case for Freshdesk is customer support tickets.
A specific example of how my team uses Freshdesk for customer support tickets is that it was a pre-integrated Freshdesk tool with Jira, where our customers can create tickets in case of failure.
What is most valuable?
The best features Freshdesk offers include AI Copilot Freddy and delivery speed.
AI Copilot Freddy and delivery speed help my team because the best feature is when AI Freddy closes empty tickets automatically.
Freshdesk has positively impacted our organization by improving our customer relationships.
Freshdesk improved customer relationships through the interaction with the customer, as they can communicate with us via Freshdesk without needing to jump on a call.
What needs improvement?
I think the main problem with Freshdesk is the deep settings, interface, and analytics.
When you need complex cross-functional reports, such as a link between tickets and CRM data or a specific visualization of KPIs, that is a dashboard Freshdesk is lacking.
For how long have I used the solution?
I have been working in my current field for three and a half years.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
I would say there are points of improvements for sure in Freshdesk's scalability.
How are customer service and support?
The customer support I received was great.
Which solution did I use previously and why did I switch?
I did not use a previous solution.
How was the initial setup?
It was a five out of ten for how easy it was to integrate Freshdesk with my existing systems.
What about the implementation team?
I did not purchase Freshdesk through the AWS Marketplace; it was stand-alone.
What was our ROI?
I have seen a return on investment with Freshdesk, as there were definitely savings because we do not need to spend the lifetime of our customer success managers; we can just use this tool.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing for Freshdesk is fair.
Which other solutions did I evaluate?
Before choosing Freshdesk, I did not evaluate other options.
What other advice do I have?
My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the settings might take months, Freshdesk can allow you to launch it in just a few days. I would rate this review an eight out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
A Review on FreshDesk
What do you like best about the product?
The ticketing and tracking down the ticket in freshdesk is very easy
What do you dislike about the product?
The upgrade plan of Freshdesk is a little expensive.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to line up all my club messages in one place and then solve them one by one by ticketing.
Efficient Ticketing with Great Features
What do you like best about the product?
I like that Freshdesk is easy to use, which makes it a great helpdesk tool for my organization. I appreciate the discounted pricing, which is beneficial for us. The custom mail SMTP feature is also a plus, as it allows for more personalized communication options. I'm impressed with the modern features and app integrations, which keep everything organized and centralized in one place. This saves time by having centralized ticketing for the entire organization. The initial setup was very easy, which made the transition smooth.
What do you dislike about the product?
Sometimes due to a technical glitch, outgoing gets blocked and I have to raise a support ticket, which delays operations.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for its centralized ticketing system, which saves time for my organization. The easy-to-use interface and app integrations help streamline our operations.
One of the Best, Most User-Friendly Ticketing Tools
What do you like best about the product?
It is one of the best tools for ticketing purposes. Everyone can use it because it is very user-friendly.
What do you dislike about the product?
Sometimes I run into syncing issues when assigning tasks in Jira.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we can access all related emails and Jira discussions in one place. We can also add private notes with our own analysis, which is very useful.
All-in-One Support Suite, But Limited Whitelabelling and Customization
What do you like best about the product?
Freshdesk is a great customer service suite. It brings together a knowledge base, ticketing, and a chatbot in one place, and it also includes Freddy Agent to answer queries on demand and support customers 24/7.
What do you dislike about the product?
It does the job, but when it comes to whitelabelling and making the tool feel like it’s part of our product, we found the customization options to be limited. We had to work around those limitations in both customization and whitelabelling. Also, the knowledge base feels more like a Q&A or FAQ, and we can’t really set it up in a documentation-style format.
What problems is the product solving and how is that benefiting you?
Help customers with common queries about our product, help them get access to support via ticketing system and help us to maintain a track of the customer queries and the way they were addressed managing customer delight
Efficient Support Management, Lacks Integration
What do you like best about the product?
I like that Freshdesk allows a team of multiple people to have access to issue resolution via the ticketing system. It helps to manage candidate communication and handle a high volume of repeat questions from candidates. The ticketing system is great for consolidating work, enabling a team of 5 to share and distribute tasks without clogging email inboxes.
What do you dislike about the product?
No integration with our ATS so ticketed conversations don't carry over to the system.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage candidate communication and handle repeat questions. It allows multiple team members to access the ticketing system, facilitating work sharing and distribution without cluttering emails.
User-Friendly Ticket Merging That Keeps Support Flowing
What do you like best about the product?
User friendly and easy to merge related tickets.
What do you dislike about the product?
The only problem with Freshdesk is that there's no AI suggestion for replies.
What problems is the product solving and how is that benefiting you?
Customer service related concerns on how refund, status of the order
Freshdesk’s Feature-Rich Toolkit That Can Do Almost Anything
What do you like best about the product?
Freshdesk comes with a lot of tools, bells, and whistles, and it feels like you can do almost anything with it.
What do you dislike about the product?
Something I do in one part of Freshdesk doesn’t always show up in another part of Freshdesk, which can make administrative changes difficult at times.
What problems is the product solving and how is that benefiting you?
Creating workflows, tickets, chats, automations is much smoother and easier with Freshdesk
Efficient Ticket Management, But Requires Tweaking
What do you like best about the product?
I like how Freshdesk keeps all customer conversations organized and easy to track. Its automation features save time and make support work more efficient. The automation in Freshdesk automatically assigns tickets and sends replies, so I don’t have to do everything manually. It saves time, reduces errors, and helps me respond to customers faster.
What do you dislike about the product?
Sometimes Freshdesk can feel a bit complex to set up, especially the automation rules. Also, the interface can be slightly slow or cluttered when handling many tickets at once.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer queries and support tickets in one place. It organizes messages, avoids missing requests, and speeds up responses. The automation features save time, reduce errors, and improve efficiency.
Intuitive Ticketing and Automation, Though Advanced Setup Can Be Tricky
What do you like best about the product?
What I like most about Freshdesk is how intuitive and user-friendly it is. It makes managing tickets, automating workflows, and collaborating across teams very straightforward, which improves overall efficiency without a steep learning curve
What do you dislike about the product?
Some advanced features in Freshdesk can be a bit complex to set up
What problems is the product solving and how is that benefiting you?
template use and multiple projects
