I am using Freshdesk. I have been using Freshdesk for one year. First, I had used Freshchat for chat support. Then when I was joining Savic Technologies, I used Freshdesk for ticketing purposes.
Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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External reviews are not included in the AWS star rating for the product.
SMB experience with Freshdesk
What do you like best about the product?
Freshdesk has unilaterally changed how our (SMB) Customer Support functions within the company. It provides a dynamic portal where we our different teams can team up in either automation or communication to resolve a myriad of issues our customers alert us to. Being a nationwide, all-remote company, this cohesion was critical in improving our customer service ticket-to-resolution speed by almost 40% over the last two years.
What do you dislike about the product?
There are not many aspects of Freshdesk that we do not currently utilize or appreciate--perhaps our SLA would need to be somewhat shifted to account for the various needs of our Teams, but we bypass that by structuring all Groups and Statuses accordingly.
What problems is the product solving and how is that benefiting you?
Our customers are nationwide and in the Education field, so we have a variety of customer technical abilities writing in/tickets for help with our product. Freshdesk provides an excellent way to track and 'house' these tickets via the various Groups and Automations that can run to help sort and expedite tickets. We are also utilizing FreddyAI more-so in the past few months to help our Tech Agents be more productive.
Freshdesk sets the standard for what a CRM system should be.
What do you like best about the product?
It is flexible and allows us to optimise it based on our organizational needs.
What do you dislike about the product?
It can be a bit intimidating with the amount of granular detail allowed in the settings.
What problems is the product solving and how is that benefiting you?
Consolidating several support portals into one central repository where staff can efficiently respond to stakeholder queries.
Helpful
What do you like best about the product?
This site has been extremely helpful for the volume of business we use and keeping staff organized.
What do you dislike about the product?
I don't like how it freezes and logs you out randomly
What problems is the product solving and how is that benefiting you?
This site has been extremely helpful for the volume of business we use and keeping staff organized.
Simple and powerful
What do you like best about the product?
Freshdesk is what I like about every service: it’s straightforward, easy to customize and yet simple to learn and use. It’s doesn’t need a complex training or a full team to manage a huge amount of tickets and templates.
What do you dislike about the product?
The introduction of AI is gadget so far and not very useful, let’s see in the future.
What problems is the product solving and how is that benefiting you?
Being able to get informations data from ticket submission and have automated responses by category
Eases of use and user friendly
What do you like best about the product?
I like how Freshdesk provides an easy-to-use interface with powerful automation, making it simple to manage customer inquiries efficiently in one place
What do you dislike about the product?
Sometimes the system can be a bit slow, and a few advanced customization options are limited.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us organize and track customer inquiries in one place, ensuring faster responses and better follow-up. This has improved our team’s efficiency and enhanced customer satisfaction.
Super immature
What do you like best about the product?
I cant say that I like anything about it really
What do you dislike about the product?
API is bad
Reporting is very bad
Dashboarding doesn't work
Ease of use doesn't exist
Customization is very bad
Integrations are the worst I've seen
Reporting is very bad
Dashboarding doesn't work
Ease of use doesn't exist
Customization is very bad
Integrations are the worst I've seen
What problems is the product solving and how is that benefiting you?
They are creating more problems
User-friendly interface but needs enhancement in ticket tracking and response times
What is our primary use case?
What is most valuable?
What I find best about Freshdesk is that it is user-friendly and easy to assign to employees to do their tasks.
It is easy to use. If we receive any ticket from the client side, I can easily assign it to the respective coordinator and technical person. I can assign that ticket to them to work on time.
What needs improvement?
There is no room for improvement in Freshdesk.
We can set a time period for particular employees as something that could be better.
For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.
For how long have I used the solution?
I have been using Freshdesk for one year.
What was my experience with deployment of the solution?
It is easy to do the initial deployment.
What do I think about the stability of the solution?
I face problems with stability sometimes while using Freshdesk. It's a server issue.
How are customer service and support?
The support team is really good. While taking a data report for one month, the real-time data and metrics it shows are wrong sometimes.
The support is good from my perspective.
I have faced problems with them regarding the FRT (First Time Response) and ART (Average Time Response). The first-time response should be within 30 seconds. Sometimes they will not respond within seconds, causing delays. The average response time's estimated time should be completed within 10 minutes. They should maintain FRT and ART, which includes the first-time response and average time response.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I did not previously use a different solution.
How was the initial setup?
The desktop setup is what I consider the initial setup.
Which other solutions did I evaluate?
I have faced challenges while using Freshdesk. When a client raises a ticket, I get a duplicate number. For example, if a client is raising ticket number 00118, and if the ticket is not generated properly, it will be generated again. So, we get two tickets, and it's hard to track that ticket history.
What other advice do I have?
The company has a partnership with Freshworks.
I would recommend Freshdesk to other people. I have used it. When I first joined the company I was using Freshchat for chat support. Then, Savic Technology used Freshdesk. Comparing the two, there isn't much differentiation.
On a scale of one to ten, I rate Freshdesk a seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
Collaboration tools have improved response time and issue resolution
What is our primary use case?
I integrate Freshdesk for internal IT support and external customer service because I primarily build websites for e-commerce, and it helps my company quickly resolve customer response time.
I use Freshdesk both internally in my company and externally; internally, it supports my team with anything related to IT and network support, so my team can quickly resolve problems. Externally, as a customer service tool, it addresses any issues regarding our website business, such as when customers cannot check out or make payments.
My usual use cases of Freshdesk are primarily for ticketing for internal use and customer service. Some of my clients in e-commerce don't have many people available for manual responses, so the program automatically responds to customers when it's outside office hours.
How has it helped my organization?
The integration of Freshdesk enhances our organization's productivity because it's not difficult to collaborate with each department to clarify what data is needed. For instance, if there's an error reported by a customer while using Freshdesk, it triggers a notification in Slack for our IT team available 24 hours to resolve the issue.
What is most valuable?
The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website.
Freshdesk's collaboration tools easily integrate with Slack and Jira, which is why I appreciate using this tool, as it plugs into Slack core features that improve our website and enhance response times for resolving issues from our developer team.
What needs improvement?
I believe Freshdesk could improve by being available on more cloud platforms. If it was on another cloud, it would be better because our setup is mostly hybrid with AWS and GCP, and I haven't checked GCP for Freshdesk availability yet.
I hope Freshdesk can expand to more cloud options such as Azure, Huawei, and Alibaba, so I can recommend it to my team or friends using other cloud services.
For how long have I used the solution?
I have been working with Freshdesk for mostly five years, as I'm working on several projects because I have been working for three companies that use it.
What do I think about the stability of the solution?
Freshdesk proves to be stable and reliable. After installation and continuous operation, I have encountered no problems, and it maintains a faster response with minimal CPU requirements.
What do I think about the scalability of the solution?
Freshdesk is good and easy to scale, making it a cost-effective choice for us.
Freshdesk adapts to my growing needs effectively; it allows me to monitor response time and tasks, providing insights into the performance of my team along with their KPIs.
How are customer service and support?
My interactions with Freshdesk's technical support indicate they are good and responsive, according to my team's feedback.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before using Freshdesk, I was using Jira, and prior to that, I used open source ticketing systems. I chose Freshdesk because it is easily integrated from the AWS Marketplace, it's not expensive and is the best option compared to others.
How was the initial setup?
I participated in monitoring the initial setup and deployment of Freshdesk, and as an IT professional, I find it easy. However, the challenging part comes from getting exactly what other departments needed from Freshdesk, especially the sales department, which requires good collaboration to extract the needed data.
It's easy for me to install Freshdesk with no problems, but gathering data that other departments need can sometimes require sharing exactly what they require.
What about the implementation team?
My team bought Freshdesk from the AWS Marketplace, so we integrated it internally with my team and then collaborated with the vendor who built our website. I was already aware that Freshdesk was suitable before I began using it, but for the next step, I collaborated with my vendor to purchase from AWS.
What was our ROI?
Freshdesk helps me with reporting by integrating into Salesforce. It generates reports for response time in customer service, allowing us to provide the sales department with SLA metrics and identify which products customers ask about on our website.
What's my experience with pricing, setup cost, and licensing?
I find the pricing of Freshdesk reasonable; it remains within budget, as you can test the service with 10 agents for free. If you want a good deal, a discount could be useful.
I think the pricing is affordable and acceptable, but I suggest that Freshdesk consider an affiliate program. If someone recommends it to a friend, there could be some benefits such as discounts.
What other advice do I have?
Freshdesk proves to be stable and reliable. After installation and continuous operation, I have encountered no problems, and it maintains a faster response with minimal CPU requirements.
I would rate Freshdesk as a nine out of ten for its performance.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Great Ticketing System
What do you like best about the product?
Freshdesk has been a game-changer for my support operations. The platform is clean, instinctive, and bursting with features that make ticket management, reporting, and customer engagement effortless. It has streamlined my workflow, improved my response times, and given me much better visibility into the users’ issues. The automation options are incredibly beneficial, and integrations with other tools like WhatsApp are the core. The ease of implementation is also a great benefit for me.
What do you dislike about the product?
The tricky WhatsApp integration, but I will get it right with the help of their helpful Team.
What problems is the product solving and how is that benefiting you?
Centralising the user's request in place.
Being able to track, prioritise, and promptly respond to requests.
Having organised in one central system.
Automation rules are saving me a lot of hours of repetitive work.
Being able to track, prioritise, and promptly respond to requests.
Having organised in one central system.
Automation rules are saving me a lot of hours of repetitive work.
easy to handle to ticketing tool
What do you like best about the product?
easy to use for a beginner and quick navigation and can be easily used by a laymen
What do you dislike about the product?
fewer features as compare to Jira, like some ai features
What problems is the product solving and how is that benefiting you?
It's helped my organization to manage and document call conversation that we had as a tech support engineer at Queuebuster.
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