We are using Freshdesk for a help desk and a call center for documentation and ticketing for customers.
Freshdesk
Freshworks Inc.External reviews
3,447 reviews
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Great help desk tool
What do you like best about the product?
Its UI and ease of using this product is great
What do you dislike about the product?
Sometimes tool is very slow and takes time to get updated
What problems is the product solving and how is that benefiting you?
Mainly helps in tracking tickets and prioritizing the task
Review of Freshdesk Ameyo Integration
What do you like best about the product?
The KYC pop up that opens up customer details available on Freshdesk. Freshdesk reports, easy API's for integration
What do you dislike about the product?
Freshdesk inability to have tailor made ticket types, ticket summaries cannot be preset lesser ticket priorities.
What problems is the product solving and how is that benefiting you?
Having customer journey details all in one page. Having all communication channels integrated into Freshdeks makes support work easier
Very friendly and customer oriented ticketing tool
What do you like best about the product?
The ease to use and help track the tickets efficiently
What do you dislike about the product?
Cumbersome sometimes when it comes to the overall view
What problems is the product solving and how is that benefiting you?
SLA and TAT are been met when customer is dropping an email
like the additional integrations that are easy to use
What do you like best about the product?
Easy to add the integrations, easy to use from an employee standpoint.
What do you dislike about the product?
There are some integrations that are not as easy, also we use a lot of email domains and Freshdesk can only support one as the main for automation purposes.
What problems is the product solving and how is that benefiting you?
email communciation with members, and task generations
Easy to use Omni-Channel Support Software
What do you like best about the product?
Freshdesk offers omnichannel support ticketing surprisingly easy. The product implementation takes no time to get started. The support team is friendly and responsive.
What do you dislike about the product?
Their pricing model can be improved for the small and medium-scale businesses. Third-party integrations and marketplace app collections have to be grown. The region-specific offering is always a welcome thing than one size for all approach.
What problems is the product solving and how is that benefiting you?
We wanted to streamline the support ticketing through multiple customer channels. For the most part, the various Freshdesk offerings work well together. WhatsApp Channel integration is also well integrated with Freshchat dashboard.
Good platform but requires to be redesigned
What do you like best about the product?
This platform has very good feature that we can copy and paste the documents as it is like we do in word and also we can format them. This is having some groups that contains information and we can navigate throught them easily.
What do you dislike about the product?
Its client response and agent response tab need to be redesigned because whenever we open a ticket it directly take you to the bottom which is latest but it should be on top. Some time its backward navigation doesn't work.
What problems is the product solving and how is that benefiting you?
I can easily go through contents tickets by searching them in any way and this also has good features to connect tickets with Jira cases. So overall it handles data very well.
Fresh Desk CRM review
What do you like best about the product?
The CRM Ticketing System Engagement is good
What do you dislike about the product?
Customer service the accounts team Doesn't take good care of the product buyers
What problems is the product solving and how is that benefiting you?
The Beverage industry needs the customer query or the issues to be lodged in like Onboarding and Quality and R&D feedback of the products which are almost addressed in the CRM portal
Program Manager
What do you like best about the product?
Interface, date visibility , agent view
What do you dislike about the product?
FRT response capture on based of email sent
What problems is the product solving and how is that benefiting you?
tickets assignment, auto assign
Enhancing a better Customer Engagement
What do you like best about the product?
The User Interface, Reporting structure, Ticket automation, and canned responses.
What do you dislike about the product?
Difficult to say as all the features are just awesome. What can be done better is to keep on developing the product.
Mobile App needs a better UI.
Mobile App needs a better UI.
What problems is the product solving and how is that benefiting you?
Better customer engagement.
Faster response to customers' queries.
Can keep a track of customers' communication history at the tap of a button.
Faster response to customers' queries.
Can keep a track of customers' communication history at the tap of a button.
Useful automation of tickets, helpful support, but missing some small capabilities
What is our primary use case?
How has it helped my organization?
Freshdesk allows our customers easy and simple way to consume the documentation as well as manage all tickets
What is most valuable?
The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.
What needs improvement?
Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions.
In a future release, it would be beneficial if Freshdesk added the ability to publish files. For example, if I have an FTP site and I need to publish something for customers, such as installation files, I cannot do it in Freshdesk. I have to upload that on another system and bring it in as a link instead of being able to do everything in one place.
For how long have I used the solution?
I have been using Freshdesk for approximately three years.
What do I think about the stability of the solution?
Freshdesk is 90 percent stable.
What do I think about the scalability of the solution?
Freshdesk is scalable. This is a SaaS solution, which is not managed by us.
We have approximately 500 agents and managers that are working with this solution which are outside customers.
How are customer service and support?
The technical support from Freshdesk is great, they are responsive.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We previously used JIRA Service Management, but it was very expensive. We decided to go with Freshdesk because of the price. However, today I'm considering moving to Zendesk because they are richer in features and integrations and it allows me to do much more than Freshdesk.
How was the initial setup?
The initial setup of Freshdesk is not straightforward because there is a lot of preparation. However, this is something that would take time in any solution because you need to build your own look and feel.
I rate the initial setup of Freshdesk a five out of ten.
What about the implementation team?
The deployment of Freshdesk was done in-house.
The maintenance of Freshdesk is not simple. This includes directly the overall capabilities, such as formatting documents that you want to load and the ticket life cycle process.
I rate the maintenance of Freshdesk a five out of ten.
What was our ROI?
Freshdesk helps us to manage the customers and requests and documentation. With all the difficulties, we did receive an ROI that helps us to work with customers.
What's my experience with pricing, setup cost, and licensing?
We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees.
Which other solutions did I evaluate?
we did evaluated other tools like SalesForce service and zendesk as well
What other advice do I have?
My advice to others is they should check that Freshdesk services all their use cases, mainly on the documentation. It is standard ticketing, usually, it's fine. However, the documentation which you publish in the portal is not rich enough. You need to know what to do.
I rate Freshdesk a six out of ten.
Which deployment model are you using for this solution?
Public Cloud
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