We are using Freshdesk for a help desk and a call center for documentation and ticketing for customers.
Freshdesk
Freshworks Inc.External reviews
3,427 reviews
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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.
CRM solution worth giving a try
What do you like best about the product?
The user-defined category is by far I am loving it, it allows me to capture the key details from the customers to narrow down the area to focus, moreover, it's a great way to allow customers to select the specific topic to which they are facing issues with.
What do you dislike about the product?
Reporting framework and dashboard could have been implemented, exporting every time and continuously working manually on this exported data is a time-consuming job. Thus, a data-driven overview dashboard that has various filters could have been really useful.
What problems is the product solving and how is that benefiting you?
We are struggling to respond to the incoming queries during the peak season, which resulted in customer frustration. I love the features that enable us to automate the initial response automatically when the ticket is logged into the system. This turns out the life saver to us. Cheers!
Great ticket management system
What do you like best about the product?
Easy to sort tickets and track progress through email communication
What do you dislike about the product?
When tickets re-open after it has been closed due to another email being sent on the same thread (but sometimes that is helpful too)
What problems is the product solving and how is that benefiting you?
Helps me manage and track all my integration requests and tickets for my clients and also ask for assistance or collaboration from my other co-workers
Great tool for great customer service
What do you like best about the product?
The tag configuration is easy to set up. It helps in identifying trends and automating the flow of queries in the right direction
What do you dislike about the product?
No disadvantages. The application has tons of features, how can you make use of them makes all the difference.
What problems is the product solving and how is that benefiting you?
We can communicate with our customers with ease and we can make use of its features to drive customer service to next level
Easy to use!
What do you like best about the product?
Its easy to use. Easy to work with several teams by using group filters. Easy to apply pre-set filters to incoming emails and prioritize.Easy to follow the email thread and to see earlier conversation with the person. Also nice to create tickets to colleagues or other teams. I also like the way we can automatically tag incoming tickets and the ways the ticket show if its new, pending or responded.
What do you dislike about the product?
Even if I said I like how easy it is to follow an email thread, its also a bit confusing because I see all messages several times if I scroll down in the thread. I can just look at the first part of the thread and see everything, I dont have to scroll down all the way. But I remember it being confusing in the beginning when we started using freshdesk. To explain what I mean: If i scroll down to the bottom of the thread I'll see the first message. Next, I'll see the first and second, then first, second and third and so on, and at the top I'll see them all.
What problems is the product solving and how is that benefiting you?
Freshdesk helps our support team when many tickets are coming in, it helps them prioritize. By automating where different tickets show, we can easily assign out staff to work with one type of tickets and add more people if needed. Its easy to keep track of what other colleagues have been doing on a ticket
Good for scaled
What do you like best about the product?
Freshdesk is good for
- Omnichannel support & Engagement
- Small & Large teams
- Automation
- Easy to use
- Omnichannel support & Engagement
- Small & Large teams
- Automation
- Easy to use
What do you dislike about the product?
- Per Agent pricing is not so friendly
- Overall Speed
- Overall Speed
What problems is the product solving and how is that benefiting you?
Customer support ticketing
Its very handy and easy to user for ticket created by my customer
What do you like best about the product?
Easy access to all tickets raised by my customers. I can see my teammate's performances. Easy to pull our reports for presentation in leadership or to the company leaders.
What do you dislike about the product?
Lots for clicks. There are no calling features or to record the call records. Sometimes it gives issue related with DKIM which we have to keep on checking and updating time to time.
What problems is the product solving and how is that benefiting you?
It keeps track of all my tickets
Great job manager with powerful tools
What do you like best about the product?
Within Digital Marketing I use software that helps me develop my strategies, one of this software is Freshdesk. I like that this software helps me create multiple channels to make as much contact as possible with customers, whether it's through email, phone, social networks and live chat. Likewise, it applies the use of the cloud to facilitate automatic and personalized messages, therefore, the messages are usually more specific according to the client, which makes the attention more special. Finally, all the tools that this software offers me allow the services offered by the company to be more organized and the sale to materialize, not just get stuck in the doubts that customers have.
What do you dislike about the product?
I think the only big thing I would complain about is its price, if you want to update an agent or user, its costs are high. In any case, it has a very good free plan, its functions and tools are very extensive, this plan is very whether to obtain it or not.
What problems is the product solving and how is that benefiting you?
Thanks to Freshdesk I have been able to give each client special treatment through automated messages, I can also manage the flow of clients and thus know when to work on marketing management to attract the attention of potential clients. It is worth mentioning that before I didn't use email much because it seemed very boring to me, but now I do use it more because with this software it is less tedious, and the use of this application is very important. On the other hand, with this software customers can also take control of their invoice information and the reviews they wrote, this reduces the process that is very annoying for customers.
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