I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio satisfactory. As we expand operations to other countries, Freshdesk continues to meet our needs without excessive costs.
Freshdesk
Freshworks Inc.External reviews
3,445 reviews
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Using Freshdesk for close to a year with mixed feelings
What do you like best about the product?
Freshdesk covers most basic needs from a piece of software you would expect. For everything it does offer the configuration is easy and can be done without a large team of specialists.
What do you dislike about the product?
If features are missing the options of 3rd party add-ons is limited. Also a strong dislike is the sometimes incorrect documentation.
What problems is the product solving and how is that benefiting you?
Basic phone and email/ticketing services.
Fresh Desk Ticket System
What do you like best about the product?
Very easy to use! It was already in use before I started but I have found it to handle all of our ticketing needs. Our team can easily submit tickets via email for assistance and the ability to communicate via email make the process very quick. When I have had questions or needed help, the Customer Support team has been very responsive and easy to work with. They are able to connect to the system and assist with questions I may have.
What do you dislike about the product?
Some of the settings can be a bit confusing.
What problems is the product solving and how is that benefiting you?
Making the process of communication about needs very simple and easy to follow up on!
Best tool for Support team
What do you like best about the product?
It is very easy to navigate. A user can effortlessly use it without any prior training. The design is simple and subtle.I have been using it for more than a year now without any prior experience. I have never found it to be difficult. Great tool for support team.
What do you dislike about the product?
The only challange I faced in Freshdesk is setting up signature from an agent account. I could not find any option to set up my signature for the tickets.
What problems is the product solving and how is that benefiting you?
It made the tickets very organised.
FreshWorks: Everything all in one
What do you like best about the product?
FreshWorks is by far the best customer support software for everything. There are many intergrations and the pricing is the best that I've seen.
What do you dislike about the product?
I have been using FreshWorks for a while and I have not encountered any errors or problems with the product. It is a great option for customer support software
What problems is the product solving and how is that benefiting you?
FreshWorks is solving our customer support and now we have a support desk, email, and people can use chat.
Robusta Tool for DCSP, Live Chat, CCM & Customer Self-service
What do you like best about the product?
Retaining customers is one of the greatest goal of all times. Freshdesk offers customer self-service tools that help resolve issues for 24/7/12/365.
What do you dislike about the product?
I use Freshdesk on a daily-basis and I seldom encounter challenges at all.
What problems is the product solving and how is that benefiting you?
It enables me to offer support to customers from anywhere with just few clicks via live chat.
Incredibly user-friendly, flexible, and affordable
What is our primary use case?
How has it helped my organization?
Freshdesk's multi-channel support has positively impacted our internal IT customer engagement. While email is the primary channel, users can also submit requests through the portal, though it is rarely used for ticket updates. The system allows us to track and assess channel performance efficiently.
What is most valuable?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost. This has given us a clear vision of our IT team's performance helps us efficiently address and prioritize customer issues and provides a streamlined and organized approach to support.
What needs improvement?
I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets. Additionally, more flexibility in adding functions based on subscription levels would be beneficial for customization.
What do I think about the stability of the solution?
We have not had any stability issues with Freshdesk.
What do I think about the scalability of the solution?
It is a quite scalable solution. In our organization, around 15 IT agents use Freshdesk to provide support, and approximately 300 users can submit support requests.
How are customer service and support?
I have used the vendor's tech support, and they are very responsive, with room for improvement. Occasionally, dealing with paperwork for tasks like obtaining a new license can be a bit inconvenient, but it doesn't impact the functionality of the product itself.
How would you rate customer service and support?
Positive
How was the initial setup?
Setting up Freshdesk was straightforward, and the tool is flexible. We initially opted for a basic license with limited reporting but considered upgrading. However, the higher subscription cost made us stick with our current level. While the tool is easy to deploy, upgrading to the next subscription level could provide more flexibility and additional features.
What was our ROI?
The benefits of using Freshdesk are significant for our organization. With a cost of about $10 per user monthly, the ROI is clear. The impact on efficiency and streamlined operations far outweigh the minimal cost, making it a worthwhile and cost-effective solution for us.
What's my experience with pricing, setup cost, and licensing?
Freshdesk operates on an annual subscription basis, and it is very affordable.
Which other solutions did I evaluate?
Before using Freshdesk, I evaluated other customer experience management products like JIRA Service Desk and BMC. The main advantages of Freshdesk are its user-friendliness, ease of use, and quick adaptability. It stands out for being easy to start with and resolving problems seamlessly.
What other advice do I have?
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets.
The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs.
I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
Efficient to Manage Customer Contacts
What do you like best about the product?
Its vey easy to use and helps us to keep a track record of customer communication efficiently.
What do you dislike about the product?
I am not sure, but its not compatible to be integrated with our product (Digital Showroom) where if a merchant registers on our product, an account should be created on Freshdesk with all the information provided by the merchant while registering.
What problems is the product solving and how is that benefiting you?
It helps in solving the customer issues in an efficient way as we are able to keep a track record of customer conversation, their past and present issues, and helps us to schedule follow ups accordingly.
WORSE SERVICE EVER - ACCOUNT SUSPENDED WITHOUT NOTICE
What do you like best about the product?
It has been extremely frustrating to working with Freshworks!
No matter how many features a company has developed or how advanced its technology has offered, ignoring customers is fatal.
It is the second time they suspended our account, and our service is down completely. No one would reply you after emails and emails, what you could do is wait, and wait
What kind of IPO company would offer such a horrible service?
No matter how many features a company has developed or how advanced its technology has offered, ignoring customers is fatal.
It is the second time they suspended our account, and our service is down completely. No one would reply you after emails and emails, what you could do is wait, and wait
What kind of IPO company would offer such a horrible service?
What do you dislike about the product?
The weakest link of Freshworks is their support, how they treat their customers. If anyone is up to it, you are welcome to sign up for their services, but my company is not one of them.
What problems is the product solving and how is that benefiting you?
onmi-channels
Freshdesk review
What do you like best about the product?
Easy to use, efficient and convinient on the same time.
What do you dislike about the product?
The thing I dislike about freshdesk is its very complex to pull the data. We cannot download the excel file, it is sent to email id first then we can download it.
What problems is the product solving and how is that benefiting you?
The facilty to track updates on tickets it really helpful which enables us to give prompt resolutions to our customers.
Freshworks HELPS FOR ASSET MGMT & Ticketing System
What do you like best about the product?
EASE TO USE
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
What do you dislike about the product?
UI INTERFACE
REPORTING
INTEGRATION
SUPPORT
REPORTING
INTEGRATION
SUPPORT
What problems is the product solving and how is that benefiting you?
TICKETING , ASSET MANAGEMENT
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