I mainly use Freshdesk as a support system for our customers.
Freshdesk
Freshworks Inc.External reviews
3,438 reviews
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Overall a great product
What do you like best about the product?
The overall ticketing experience is great
What do you dislike about the product?
We operate multiple instances, navigating between multiple instances & freshbot is not very easy.
Also analytics could be little bit better & easier
Also analytics could be little bit better & easier
What problems is the product solving and how is that benefiting you?
Out ticketing workflows are being managed seamlessly & tracking customer support agents efficiency is also easy
FreshDesk - A complete helpdesk too;
What do you like best about the product?
Easy to setup
East to use
Department wise agents
strong escalation matrix
very helpful customer support
easy to integrate with other solutions
East to use
Department wise agents
strong escalation matrix
very helpful customer support
easy to integrate with other solutions
What do you dislike about the product?
not too many dislikes , only making report is bit complicated
What problems is the product solving and how is that benefiting you?
FD is supporting to manage customer complaints in a sophisticated manner, timely response to customers , clear visibility to management and improve agents working efficiency
Freshdesk: Streamlining Customer Support
What do you like best about the product?
Clean interface, easy ticket management, and strong automation features that save time. The reporting tools and self-service options are also very useful.
What do you dislike about the product?
Some features feel limited without higher-tier plans. Reporting can be rigid, and the mobile app isn’t always reliable. Occasional lags during peak usage.
What problems is the product solving and how is that benefiting you?
Manage customer interaction and engagement logs
It really helps to keep track of my tasks and support tickets.
What do you like best about the product?
The 'Ticket Views' option, it does a great job of organizing tickets and allowing me to track them through separate views. The SLA indicators also help me prioritize my work and ensure tickets are closed on time.
What do you dislike about the product?
Replying to a thread in Outlook results in a duplicate ticket being created, which I have to manually merge each time.
What problems is the product solving and how is that benefiting you?
Freshdesk makes our support process easier by keeping all customer messages in one place. It helps us organize tickets, set priorities using SLAs, and respond faster. Features like ticket views and automation save time and reduce manual work. This helps us stay on top of issues and give better support to customers.
Customer of helpdesk for past 5 years
What do you like best about the product?
Simple and understandable UI for everyone
What do you dislike about the product?
Pricing is bit on higher side , not much offers for existing customers
What problems is the product solving and how is that benefiting you?
Ticketing system helpes track down past issues and also have a track on open issuesn
Easy onboarding system
What do you like best about the product?
easy to understand, and implementation with in 2 months
What do you dislike about the product?
User Interface quite confused our team because FW separate team to develop eg. Freshdesk and Freshchat , the data dont sync
What problems is the product solving and how is that benefiting you?
better ticketing system and automation
A great CRM option for SMEs
What do you like best about the product?
Customer support is responsive and the features are sufficient for small to medium-sized operation. Integration with other apps also appreciated, however, they could add more in their marketplace.
What do you dislike about the product?
Moving features that were previously available in a lower-tier subscription to a higher-tier subscription.
What problems is the product solving and how is that benefiting you?
Unifying customer records for sales, marketing and support purposes.
Using ticketing and forums enhances customer support experience effectively
What is our primary use case?
What is most valuable?
I am using, for the most part, the tickets, the solutions, and the forums in Freshdesk. These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them. They are very effective overall.
What needs improvement?
I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well. There's not a really good one for Jira, which we are also using.
For how long have I used the solution?
I have been using Freshdesk for a couple of years, maybe two.
What do I think about the stability of the solution?
I haven't faced any issues with the stability. It has been working nicely.
What do I think about the scalability of the solution?
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale. I would rate its scalability as eight out of ten due to some difficulties when more departments were involved.
How are customer service and support?
I haven’t contacted technical support myself, but I've heard that it is good.
How would you rate customer service and support?
Neutral
How was the initial setup?
The system was already set up when I started using it, so I haven't done any initial setup.
What's my experience with pricing, setup cost, and licensing?
The cost is reasonable. However, I don't have the exact numbers.
What other advice do I have?
Freshdesk is a good solution that works nicely. I would rate the overall solution an eight out of ten due to integration concerns.
Effortlessly manages ticket workflows with automatic assignment and time tracking
What is our primary use case?
We utilize Freshdesk primarily for handling incoming tickets. The system auto-assigns these tickets to the available engineer, who then troubleshoots the issue, updates the resolution, and closes the ticket.
What is most valuable?
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets. Moreover, Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base. The timer feature helps in determining the cost of incidents by tracking time spent on resolutions.
What needs improvement?
An area for improvement in Freshdesk would be enabling all features regardless of company or user size. Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
For how long have I used the solution?
I have used Freshdesk for about two years.
What was my experience with deployment of the solution?
There were no significant issues during deployment. The process took about three hours to complete.
What do I think about the stability of the solution?
Freshdesk has been a stable solution. We have not encountered any issues.
What do I think about the scalability of the solution?
Freshdesk is quite scalable for our needs. We started with twenty users and expanded to sixty users with ease. Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
How are customer service and support?
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We evaluated Datadog and ManageEngine but chose Freshdesk as it offered the best comparison of features and costs for our requirements.
How was the initial setup?
The initial setup of Freshdesk was easy. On a scale from one to ten for setup ease, I would rate it a nine.
What's my experience with pricing, setup cost, and licensing?
The pricing is quite reasonable. Our organization pays about 200,000 Indian rupees per year for the license.
Which other solutions did I evaluate?
Before choosing Freshdesk, we evaluated Datadog and ManageEngine.
What other advice do I have?
I recommend potential users to go for Freshdesk and try it out, as it offers a thirty-day trial. Its setup is quick with features that can be added as needed. Integration with tools like Teams or Slack is seamless. For overall rating, I would rate Freshdesk an eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Exceptional Support and Reliability
What do you like best about the product?
Whenever we've encountered an issue or had a question, Freshworks' support team has been quick to respond, often going above and beyond to ensure our needs are met.
What do you dislike about the product?
The integration and management of Freshworks' numerous products can sometimes be challenging.
What problems is the product solving and how is that benefiting you?
Consolidate multiple multilingual call centers across various time zones into one centralized platform.
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