I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio satisfactory. As we expand operations to other countries, Freshdesk continues to meet our needs without excessive costs.
Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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A Complete SaaS Customer Engagement and Support Solution
What do you like best about the product?
Freshdesk is very easy to use and configure and you can begin accepting tickets from your customers quite quickly after purchasing or starting a trial. Since Freshdesk is a cloud based solution, there are no hardware implementation requirements to budget for. We were easily able to integrate with our existing Office 365 mailboxes to recieve and respond to tickets through integrations included with Freshdesk, which made the process very easy.
I use the product daily, and spend equally as much time in Freshdesk as I do in our own software and on the rare occasion an issue may arise, the Freshdesk customer support team is quick to respond to any challenges that may be encountered.
I use the product daily, and spend equally as much time in Freshdesk as I do in our own software and on the rare occasion an issue may arise, the Freshdesk customer support team is quick to respond to any challenges that may be encountered.
What do you dislike about the product?
Freshdesk can be a bit pricey when compared to it's competitors, however the integration with our Freshsales CRM outweighs the benefits of attempting to make an implementation of an alternative customer service platform work for us.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to keep up with every customer inquiry with ease and organization.
proper threading of mail chain, canned responses and smart solution suggestion helps alot
What do you like best about the product?
1. smart solution article suggestion make it easy to refer a solution to user.
2. canned responses
3. proper threading of tickets
4. in depth analytics report
5. I have a good experiece of support both via email and chatbot.
6. I have been using it for past two years.
7
2. canned responses
3. proper threading of tickets
4. in depth analytics report
5. I have a good experiece of support both via email and chatbot.
6. I have been using it for past two years.
7
What do you dislike about the product?
1. if i update a dropdown field all existing tickts data for respective fields become unassigned/blank.
2. if we merge a ticket it cannot be unmerged.
2. if we merge a ticket it cannot be unmerged.
What problems is the product solving and how is that benefiting you?
It is keeping all the tasks at one location and in this way it better to handle ticket by filtering it based on tags and field we assign. Also other features like smart solution article suggestion, canned responses , and analytics helps in reporting purposes.
Flexibility in reporting and interface
What do you like best about the product?
Able to generate report that i want, easily
What do you dislike about the product?
Might get slightly complicated for more in depth function
What problems is the product solving and how is that benefiting you?
Omnichannel and reporting for further customer analysis
A Great ticket management tool
What do you like best about the product?
The user interface, It's very easy to navigate and configure the settings. Also, it's easy to add ticket fields and apply automation to streamline any business process.
The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly.
Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently.
And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything.
The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly.
Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently.
And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything.
What do you dislike about the product?
Primarily the cost. You need to pay for individual licenses for each full-time agent or buy day pass for occasional users. And since now co-pilot is available you need to pay for it if you want to use it, which I don't think is the right decision by Fresh. Your license fees are already high, co-pilot as an additional feature should not cost users extra.
Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved.
Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses several key challenges for our team, primarily streamlining our customer support processes. Before implementing Freshdesk, we struggled with managing incoming support tickets efficiently, resulting in delayed responses and frustrated customers. With Freshdesk's intuitive ticketing system and automation features, we've been able to organize and prioritize incoming queries more effectively. It has not only improved customer satisfaction but also increased our team's productivity.
Overall, Freshdesk solves our customer support challenges by streamlining ticket management and automating processes. This has boosted our team's efficiency, reduced response times, and improved customer satisfaction. Additionally, Freshdesk's reporting tools provide valuable insights for enhancing our support operations.
Overall, Freshdesk solves our customer support challenges by streamlining ticket management and automating processes. This has boosted our team's efficiency, reduced response times, and improved customer satisfaction. Additionally, Freshdesk's reporting tools provide valuable insights for enhancing our support operations.
Fairly good. I’m an account admin and it meets our business needs mostly
What do you like best about the product?
Fairly easy to use - can't complain to much. The support is very good. They are quick to respond and knowledgeable
What do you dislike about the product?
Merging tickets and contacts could be cleaner
What problems is the product solving and how is that benefiting you?
Helps us manage inbound communications and respond to customers in a timely manner
Excellent user platform for Customer Support
What do you like best about the product?
The simplicity of managing tickets for Customer Support
Creating canned responses,
Categorizing each ticket
Daily use of the platform
Ease of implementation
Creating canned responses,
Categorizing each ticket
Daily use of the platform
Ease of implementation
What do you dislike about the product?
Cannot upload large videos and content in the Support articles
Creating Insights in Analytics is complex and requires a lot of time to understand
Error messages that Facebook is disconnected and cannot remove these
Creating Insights in Analytics is complex and requires a lot of time to understand
Error messages that Facebook is disconnected and cannot remove these
What problems is the product solving and how is that benefiting you?
Integrations, helping to ease the complexity of this usage
Integrating AI within tickets - please add this feature for creating new emails too
Integrating AI within tickets - please add this feature for creating new emails too
Fresh Desk Ticket System
What do you like best about the product?
Very easy to use! It was already in use before I started but I have found it to handle all of our ticketing needs. Our team can easily submit tickets via email for assistance and the ability to communicate via email make the process very quick. When I have had questions or needed help, the Customer Support team has been very responsive and easy to work with. They are able to connect to the system and assist with questions I may have.
What do you dislike about the product?
Some of the settings can be a bit confusing.
What problems is the product solving and how is that benefiting you?
Making the process of communication about needs very simple and easy to follow up on!
Incredibly user-friendly, flexible, and affordable
What is our primary use case?
How has it helped my organization?
Freshdesk's multi-channel support has positively impacted our internal IT customer engagement. While email is the primary channel, users can also submit requests through the portal, though it is rarely used for ticket updates. The system allows us to track and assess channel performance efficiently.
What is most valuable?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost. This has given us a clear vision of our IT team's performance helps us efficiently address and prioritize customer issues and provides a streamlined and organized approach to support.
What needs improvement?
I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets. Additionally, more flexibility in adding functions based on subscription levels would be beneficial for customization.
What do I think about the stability of the solution?
We have not had any stability issues with Freshdesk.
What do I think about the scalability of the solution?
It is a quite scalable solution. In our organization, around 15 IT agents use Freshdesk to provide support, and approximately 300 users can submit support requests.
How are customer service and support?
I have used the vendor's tech support, and they are very responsive, with room for improvement. Occasionally, dealing with paperwork for tasks like obtaining a new license can be a bit inconvenient, but it doesn't impact the functionality of the product itself.
How would you rate customer service and support?
Positive
How was the initial setup?
Setting up Freshdesk was straightforward, and the tool is flexible. We initially opted for a basic license with limited reporting but considered upgrading. However, the higher subscription cost made us stick with our current level. While the tool is easy to deploy, upgrading to the next subscription level could provide more flexibility and additional features.
What was our ROI?
The benefits of using Freshdesk are significant for our organization. With a cost of about $10 per user monthly, the ROI is clear. The impact on efficiency and streamlined operations far outweigh the minimal cost, making it a worthwhile and cost-effective solution for us.
What's my experience with pricing, setup cost, and licensing?
Freshdesk operates on an annual subscription basis, and it is very affordable.
Which other solutions did I evaluate?
Before using Freshdesk, I evaluated other customer experience management products like JIRA Service Desk and BMC. The main advantages of Freshdesk are its user-friendliness, ease of use, and quick adaptability. It stands out for being easy to start with and resolving problems seamlessly.
What other advice do I have?
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets.
The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs.
I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
Freshdesk review
What do you like best about the product?
Easy to use, efficient and convinient on the same time.
What do you dislike about the product?
The thing I dislike about freshdesk is its very complex to pull the data. We cannot download the excel file, it is sent to email id first then we can download it.
What problems is the product solving and how is that benefiting you?
The facilty to track updates on tickets it really helpful which enables us to give prompt resolutions to our customers.
Freshworks HELPS FOR ASSET MGMT & Ticketing System
What do you like best about the product?
EASE TO USE
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
What do you dislike about the product?
UI INTERFACE
REPORTING
INTEGRATION
SUPPORT
REPORTING
INTEGRATION
SUPPORT
What problems is the product solving and how is that benefiting you?
TICKETING , ASSET MANAGEMENT
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