A very helpful tool for generating reports and managing customer inquiries
What is our primary use case?
I used it within my team because the team came from different locations. So we used FreshStack as part of our CRM. When it came to our clients, we used it for anything customer-related. If there was any increase for the client, we used it.
We used Freshdesk as a customer service platform. We used it to deal with client inquiries, log issues, and requests. We used it to answer any questions that the customers might have about the LMS platform that we built because the platform was integrated with Freshdesk. If they had any inquiries, they would log into our platform, and we received them through Freshdesk.
We had about ten Freshdesk users in our company, and anywhere between a hundred and a thousand customers using it.
What is most valuable?
What I found the most valuable about Freshdesk is that it generated reports for us, which helped us identify the status of requests and the aging of requests. There are certain levels to a ticket depending on the category. Whenever we downloaded the report, we were able to see the aging of the tickets, ensuring that we were 100% with the SMAs that we've committed to your client.
What needs improvement?
I would say that Freshdesk is a little blunt. I would like to see a little bit more color in the solution. Other than that, I had no other issues with it. Our company didn't need anything highly technical, and Freshdesk was a helpful tool that did whatever we needed at the time. Even though we are located in the Philippines, we were able to assist our clients in Singapore and Indonesia through Freshdesk.
For how long have I used the solution?
I've used Freshdesk for about three years.
What do I think about the stability of the solution?
Since it was cloud-based, we didn't have any issues with the stability of the solution at the time. It was a really good tool for us.
What do I think about the scalability of the solution?
We did not have any issues with the scalability of Freshdesk. We had anywhere from a hundred to a thousand users but never had any problems with the solution.
Which solution did I use previously and why did I switch?
Before switching to Freshdesk, I had used Zendesk. I used Freshdesk for about three years and then started using Mojo Helpdesk.
How was the initial setup?
Freshdesk was set up by our tech team. We needed the tech team to integrate it with our platform since we could not do it ourselves, but I would say that the setup was user-friendly and that the solution does not require much maintenance.
What's my experience with pricing, setup cost, and licensing?
I don't know much about Freshdesk's pricing since my managing director was the one who purchased the solution.
Which other solutions did I evaluate?
If I were to choose from Freshdesk, Zendesk, and Mojo Helpdesk, I would opt for Freshdesk just because I was using it more extensively than other solutions. Zendesk was also good but I only used it for a year. When it comes to Mojo Helpdesk, the onboarding was not very extensive, and there were questions I had that were not answered. That was not directly the fault of Mojo Helpdesk, but the people who made us use it. Additionally, some of the functions ended up not working properly.
What other advice do I have?
I think good onboarding and good training are key to ensuring that the person using the solution will be able to understand all of its features and maximize its use. In addition, a good onboarding program for the client and for the user is crucial in order to optimize the platform.
Overall, I would rate it a nine out of ten.
Excellent experience for beginners
What do you like best about the product?
The tool is easy to configure and the application proved to be very simple to use.
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
What do you dislike about the product?
There are many versions of the tool for each type of product and it is difficult to know which version of the product we are and what we are missing in other versions.
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
What problems is the product solving and how is that benefiting you?
The company I work for didn't have a customer service area set up for scaling and that's why freshworks served us well. It also resolved our customer management for the commercial team, who can now see our customer base in the palm of their hand.
Has a smooth ticketing system, which helps us give out customers support
What is our primary use case?
We are using the free version. We are using it for the ticketing system, which helps us give support to our customers. We have almost 200 people using Freshdesk during our working hours.
How has it helped my organization?
Whenever our customers are in any need of support, they present their request via email or sign in to the Freshdesk portal and raise a ticket. Once a ticket is raised, it is automatically assigned to our team member, who sorts it out with the relevant solutions.
What is most valuable?
The ticketing system is smooth, but since we use a free version, we do not have many facilities available. Facilities like CAN messages, FAQ facility, and Auto Resigning are really helpful.
What needs improvement?
Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us. So we have to adapt and manage our day-to-day work with it.
For how long have I used the solution?
We have been using the solution for the past two years.
What do I think about the stability of the solution?
It is very stable and I would rate it a ten out of ten.
What do I think about the scalability of the solution?
I can rate the scalability a seven out of ten because it is a free version. Had it been a paid version with more features, I would rate it more.
How are customer service and support?
For maintenance and support, we have a dedicated team. In case we require support, it is assigned to someone who is relevant to the situation based on the software. It is automated and one person can manage it. In case of any issues, one person can easily troubleshoot them.
How would you rate customer service and support?
How was the initial setup?
The initial setup is straightforward. I would rate the setup an eight out of ten. We deployed it on the cloud and on SaaS software. The deployment process took almost one day.
During the deployment, we had to create our company ID, categories and users, and assign auto resigning and CAN messages. We also included FAQs which are another essential feature.
What about the implementation team?
We performed an in-house deployment and it only required one person.
Which other solutions did I evaluate?
We used other open source software which was free. We switched to Freshdesk because it was easy to use, and we didn't have any technical knowledge.
What other advice do I have?
It is a stable service. If you are willing to pay, you can get more features. I would rate it a nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
FreshDesk Tool
What do you like best about the product?
Creating tickets also, when we refresh the page the content do not get erased
What do you dislike about the product?
There is nothing much to give a feedback to improve
What problems is the product solving and how is that benefiting you?
Take care of the pending tickets by notifying the users with an email
Freshdesk has a slew of great features useful for anyone seeking a robust helpdesk solution
What do you like best about the product?
Freshdesk makes organising tickets, and keeping track of customer interactions simple and consistent. Since implementing Freshdesk, we have had far less complaints about slow response times and forgotten tickets.
What do you dislike about the product?
Occasionally a feature that comes with a higher payment tier would be super helpful, but for our use case not worth the money just for one or two of those features.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to efficiently manage issues our customers raise, leading to shorter ticket response times on our end, and ultimately solutions for the customers.
Freshdesk is a great customer support tool
What do you like best about the product?
The abilioty to track tickets, change the status depending on updates, share and collaborate with team members.
What do you dislike about the product?
Freshdesk is great, no dislikes about Freshdesk
What problems is the product solving and how is that benefiting you?
The problem we used to have was multiple team members working on the same issues. Freshdesk has streamlined our support system
Worthwhile Ticket Management Software
What do you like best about the product?
Freshdesk has a ton of filters that makes it easy for support and dev teams to resolvce customer issues faster.
The experience with freshdesk has been smooth. The ability to connect multiple tickets to 1 major outage is another advantage.
What do you dislike about the product?
The hard thing about freshdesk is it's sometimes painfully slow to load. Had multiple outages from Freshdesk's end that hindered the TAT. Also it's advisable to maintain automations to notify about failures.
What problems is the product solving and how is that benefiting you?
Freshesk provides an all in one tool for customer ticket management and resolution.
WOnderful Platform to use and work on
What do you like best about the product?
The interface and the vivid way of pulling the reports and receiving the repors. Limitation that can be used at various levels and the amount of data the platform could hold
What do you dislike about the product?
Need to have more graphical reports and interactive dashboard
What problems is the product solving and how is that benefiting you?
Can assist my cleints on the same tickets at any point of time and alos pull a previous record
Best ticketing tool.
What do you like best about the product?
User friendly Interface and easy to use for resonding to client.
What do you dislike about the product?
Yet to discover. Sometimes it lags while opening a new page.
What problems is the product solving and how is that benefiting you?
Helps in tracking the tickets and emails as well as giving segmented details of type of tickets and emails from clients.
My experience with Freshdesk which is a10/10
What do you like best about the product?
Easy to use,fast responses the customer care service happily serves the customers hence no delays
What do you dislike about the product?
Nothing,all good. Everything is seamless
What problems is the product solving and how is that benefiting you?
Customer can contact us immediately that solves the communication support and customer access areas
