I am using Freshdesk. I have been using Freshdesk for one year. First, I had used Freshchat for chat support. Then when I was joining Savic Technologies, I used Freshdesk for ticketing purposes.

What I find best about Freshdesk is that it is user-friendly and easy to assign to employees to do their tasks.

It is easy to use. If we receive any ticket from the client side, I can easily assign it to the respective coordinator and technical person. I can assign that ticket to them to work on time.

There is no room for improvement in Freshdesk.

We can set a time period for particular employees as something that could be better.

For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.

I have been using Freshdesk for one year.

It is easy to do the initial deployment.

I face problems with stability sometimes while using Freshdesk. It's a server issue.

The support team is really good. While taking a data report for one month, the real-time data and metrics it shows are wrong sometimes.

The support is good from my perspective.

I have faced problems with them regarding the FRT (First Time Response) and ART (Average Time Response). The first-time response should be within 30 seconds. Sometimes they will not respond within seconds, causing delays. The average response time's estimated time should be completed within 10 minutes. They should maintain FRT and ART, which includes the first-time response and average time response.

Positive

I did not previously use a different solution.

The desktop setup is what I consider the initial setup.

I have faced challenges while using Freshdesk. When a client raises a ticket, I get a duplicate number. For example, if a client is raising ticket number 00118, and if the ticket is not generated properly, it will be generated again. So, we get two tickets, and it's hard to track that ticket history.

The company has a partnership with Freshworks.

I would recommend Freshdesk to other people. I have used it. When I first joined the company I was using Freshchat for chat support. Then, Savic Technology used Freshdesk. Comparing the two, there isn't much differentiation.

On a scale of one to ten, I rate Freshdesk a seven out of ten.

I integrate Freshdesk for internal IT support and external customer service because I primarily build websites for e-commerce, and it helps my company quickly resolve customer response time.

I use Freshdesk both internally in my company and externally; internally, it supports my team with anything related to IT and network support, so my team can quickly resolve problems. Externally, as a customer service tool, it addresses any issues regarding our website business, such as when customers cannot check out or make payments.

My usual use cases of Freshdesk are primarily for ticketing for internal use and customer service. Some of my clients in e-commerce don't have many people available for manual responses, so the program automatically responds to customers when it's outside office hours.

The integration of Freshdesk enhances our organization's productivity because it's not difficult to collaborate with each department to clarify what data is needed. For instance, if there's an error reported by a customer while using Freshdesk, it triggers a notification in Slack for our IT team available 24 hours to resolve the issue.

The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website.

Freshdesk's collaboration tools easily integrate with Slack and Jira, which is why I appreciate using this tool, as it plugs into Slack core features that improve our website and enhance response times for resolving issues from our developer team.

I believe Freshdesk could improve by being available on more cloud platforms. If it was on another cloud, it would be better because our setup is mostly hybrid with AWS and GCP, and I haven't checked GCP for Freshdesk availability yet.

I hope Freshdesk can expand to more cloud options such as Azure, Huawei, and Alibaba, so I can recommend it to my team or friends using other cloud services.

I have been working with Freshdesk for mostly five years, as I'm working on several projects because I have been working for three companies that use it.

Freshdesk proves to be stable and reliable. After installation and continuous operation, I have encountered no problems, and it maintains a faster response with minimal CPU requirements.

Freshdesk is good and easy to scale, making it a cost-effective choice for us.

Freshdesk adapts to my growing needs effectively; it allows me to monitor response time and tasks, providing insights into the performance of my team along with their KPIs.

My interactions with Freshdesk's technical support indicate they are good and responsive, according to my team's feedback.

Before using Freshdesk, I was using Jira, and prior to that, I used open source ticketing systems. I chose Freshdesk because it is easily integrated from the AWS Marketplace, it's not expensive and is the best option compared to others.

I participated in monitoring the initial setup and deployment of Freshdesk, and as an IT professional, I find it easy. However, the challenging part comes from getting exactly what other departments needed from Freshdesk, especially the sales department, which requires good collaboration to extract the needed data.

It's easy for me to install Freshdesk with no problems, but gathering data that other departments need can sometimes require sharing exactly what they require.

My team bought Freshdesk from the AWS Marketplace, so we integrated it internally with my team and then collaborated with the vendor who built our website. I was already aware that Freshdesk was suitable before I began using it, but for the next step, I collaborated with my vendor to purchase from AWS.

Freshdesk helps me with reporting by integrating into Salesforce. It generates reports for response time in customer service, allowing us to provide the sales department with SLA metrics and identify which products customers ask about on our website.

I find the pricing of Freshdesk reasonable; it remains within budget, as you can test the service with 10 agents for free. If you want a good deal, a discount could be useful.

I think the pricing is affordable and acceptable, but I suggest that Freshdesk consider an affiliate program. If someone recommends it to a friend, there could be some benefits such as discounts.

Freshdesk proves to be stable and reliable. After installation and continuous operation, I have encountered no problems, and it maintains a faster response with minimal CPU requirements.

I would rate Freshdesk as a nine out of ten for its performance.

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.