External reviews are not included in the AWS star rating for the product.
I have been using this Freshdesk product for four or five years, and I am implementing and providing solutions on this product for my end users.
I am a partner to Freshdesk, and earlier, I have implemented the solution for almost 90 plus customers. Most of the time, I would be implementing ITSM solution for the end-user organization, the ticketing tool, and CRM.
The features I appreciate best about Freshdesk are the ticketing tool and its various functionalities.
Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles. It depends upon what tool or feature you want to use, as you would get everything from the knowledge base itself. There is an e-learning platform for the Freshdesk services, and it will explain in detail and depth which module you want to implement, how you can implement it, and how it will be beneficial for your use case.
Freshdesk, Freshservice, and Freshdesk CRM have their different specialties and different features, and they serve completely independent purposes.
The user experience, management, and inventories could be improved in Freshdesk. It will be very simplified, and more of them have improved efficiency. The more overtime the users give in managing the Excel sheets, it is very simplified, with improved workflow throughout the Freshdesk portal and tools.
I have been using this Freshdesk product for four or five years.
My experience with the customer support team of Freshdesk rates five out of 10. They are not too supportive, but I have lots of skills in that, so I have no need for their customer support unless it is regarding feature limitation or billing issues.
Positive
I have used Salesforce, Zoho CRM, Jira, and I have lots of experience with different solutions.
It depends on what kind of setup I want to use with Freshdesk. If I want to just do a simple setup, I have to click through several options and my dashboard, tool, and product is ready to use. If I want a more complex setup, such as setting up SLAs according to business hours or SLAs according to date or rotational shift, or setting up advanced automation, it takes time and skill to build on top of that, according to what kind of automation I want to use.
I am not sure about the self-service portal, but it has helped me manage customer queries and reduce the workload.
If comparing Freshdesk CRM with Salesforce CRM, I would rather go with Freshdesk CRM. Regarding the ITSM tool, there is a well-known tool called ServiceNow, whereas Freshservice is a very cost-effective tool. Freshservice has a few limitations, and if you want to configure according to your use case, ServiceNow would be a better option. For a simpler setup, Freshservice is the go-to product.
The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention. Sometimes the API rate increases, and I need to pay for additional API calls, or the API may not work, and I still incur charges. If I need to add a few more users, I cannot do it in the same plan, and I either need to upgrade the plan with the same features, which are limitations that need improvement.
Freshdesk is a good tool, but it depends upon the requirement and what people want to set up and create. According to their features and requirements, I could suggest different tools. It depends on what features and modules they want to utilize in their work and day-to-day activity, as their budget is an important factor when deciding on this product.
On a scale of 1-10, I rate Freshdesk an 8.
As a customer success manager for over six years, I can sum up the benefits I've seen from using Freshdesk: it has played a huge role in ensuring that my customers stay happy, and happiness means different things to each customer, so Freshdesk has been pivotal to that.
I have been using Freshdesk for over a year. Based on my experience, I work with several CRM tools, including Freshdesk, Zendesk, and Intercom. One of the reasons why I love Freshdesk is that the user interface is smooth and it is pretty easy to understand, especially for someone that is coming in as a new agent. The way the ticketing is arranged makes it easier to respond to tickets and to prioritize them based on their urgency, whether they are high, medium, or low priority.
In the organization I worked with that used Freshdesk, when I was brought into the system, they added me as an agent, giving me a chance to go through the various tickets. When a customer ticket comes in, Freshdesk is easy to use and easy to respond to. Occasionally, I also had the opportunity to expand their knowledge base, especially through the solution center where you have FAQs. If you identify frequent complaints that customers have over a certain time, you can create a detailed explanation, add it to the FAQs, and run with it. My experience with Freshdesk has been very good and easy to use.
With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature.
I have been using Freshdesk for over a year.
Freshdesk is a stable product. I have never had an issue with using Freshdesk because the goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions. Freshdesk offers a very good platform for that, so I have no issues with it.
The Freshdesk support team has been good. If you reach out for needed support, they are responsive. However, we have barely had any issues that required us to contact support. From my experience, once it is set up, we have never had problems, but I understand that on their site, there is a widget to contact them, along with email and other means of getting in touch. Personally, I have never had an issue that required me to reach out to their support.
Neutral
I have previously used different solutions, such as Kript, Zendesk, and HubSpot. While I can say that basically all the CRMs have an identical layout, especially with their ticketing systems, there are a few minor differences. However, I prefer Freshdesk's easy-to-use interface; that is one thing that stands out.
The initial setup for Freshdesk is pretty straightforward because you mostly embed it. Organizations that want to use Freshdesk, depending on the pricing system they choose, usually sort that out first; most of the people I have worked with did not buy through AWS, they purchased it directly. After getting access, you embed it on the site where your customers usually visit, and if they have an issue, they raise a ticket. The ticket comes to us, and we can follow up. You can also track your response, answer quality, check analytics, and ensure that everything aligns with the SLA.
Regarding Freshdesk's pricing, that is usually not where I come in. The organization I work with has already determined the pricing. It usually might be for a year or whatever duration they work with, and it depends on their use case. Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
From my perspective, I would give Freshdesk an eight and a half out of ten. I could have given it a 10, but I do not believe anybody should get a 10 since there is always room for improvement. Freshdesk has played a huge role in allowing me to deliver solutions to my customers in a fast, timely fashion, which is why it rates high in my books. The review rating for this product is 8.5 out of 10.