As a customer success manager for over six years, I can sum up the benefits I've seen from using Freshdesk: it has played a huge role in ensuring that my customers stay happy, and happiness means different things to each customer, so Freshdesk has been pivotal to that.
Freshdesk
Freshworks Inc.External reviews
3,422 reviews
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External reviews are not included in the AWS star rating for the product.
User interface facilitates smooth ticket management and customer satisfaction
What is our primary use case?
What is most valuable?
I have been using Freshdesk for over a year. Based on my experience, I work with several CRM tools, including Freshdesk, Zendesk, and Intercom. One of the reasons why I love Freshdesk is that the user interface is smooth and it is pretty easy to understand, especially for someone that is coming in as a new agent. The way the ticketing is arranged makes it easier to respond to tickets and to prioritize them based on their urgency, whether they are high, medium, or low priority.
In the organization I worked with that used Freshdesk, when I was brought into the system, they added me as an agent, giving me a chance to go through the various tickets. When a customer ticket comes in, Freshdesk is easy to use and easy to respond to. Occasionally, I also had the opportunity to expand their knowledge base, especially through the solution center where you have FAQs. If you identify frequent complaints that customers have over a certain time, you can create a detailed explanation, add it to the FAQs, and run with it. My experience with Freshdesk has been very good and easy to use.
What needs improvement?
With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature.
For how long have I used the solution?
I have been using Freshdesk for over a year.
What do I think about the stability of the solution?
Freshdesk is a stable product. I have never had an issue with using Freshdesk because the goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions. Freshdesk offers a very good platform for that, so I have no issues with it.
How are customer service and support?
The Freshdesk support team has been good. If you reach out for needed support, they are responsive. However, we have barely had any issues that required us to contact support. From my experience, once it is set up, we have never had problems, but I understand that on their site, there is a widget to contact them, along with email and other means of getting in touch. Personally, I have never had an issue that required me to reach out to their support.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
I have previously used different solutions, such as Kript, Zendesk, and HubSpot. While I can say that basically all the CRMs have an identical layout, especially with their ticketing systems, there are a few minor differences. However, I prefer Freshdesk's easy-to-use interface; that is one thing that stands out.
How was the initial setup?
The initial setup for Freshdesk is pretty straightforward because you mostly embed it. Organizations that want to use Freshdesk, depending on the pricing system they choose, usually sort that out first; most of the people I have worked with did not buy through AWS, they purchased it directly. After getting access, you embed it on the site where your customers usually visit, and if they have an issue, they raise a ticket. The ticket comes to us, and we can follow up. You can also track your response, answer quality, check analytics, and ensure that everything aligns with the SLA.
What's my experience with pricing, setup cost, and licensing?
Regarding Freshdesk's pricing, that is usually not where I come in. The organization I work with has already determined the pricing. It usually might be for a year or whatever duration they work with, and it depends on their use case. Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
What other advice do I have?
From my perspective, I would give Freshdesk an eight and a half out of ten. I could have given it a 10, but I do not believe anybody should get a 10 since there is always room for improvement. Freshdesk has played a huge role in allowing me to deliver solutions to my customers in a fast, timely fashion, which is why it rates high in my books. The review rating for this product is 8.5 out of 10.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Easy to handle all the customers queries at a one time fast canned response
What do you like best about the product?
Easy and simple navigation and best option for the UI/UX
What do you dislike about the product?
Intel Assigned sometime it doesn't works
What problems is the product solving and how is that benefiting you?
Customer Support and the. Sharing the file to check on the issue to troubleshoot
One of the simple IT ticket management solution
What do you like best about the product?
Freshdesk allows us to simply create the agents which will respond to the tickets.
The end users has to send out an email to the freshdesk specific email, via which a ticket will be created automatically on freshdesk side.
There are lots of options, filters that you can use, such as ticket category, assigned to, status, priority,etc. so that we can manage the ticket easily.
This ticketing tool can be used on Daily basis for all the ticket / issues management.
The end users has to send out an email to the freshdesk specific email, via which a ticket will be created automatically on freshdesk side.
There are lots of options, filters that you can use, such as ticket category, assigned to, status, priority,etc. so that we can manage the ticket easily.
This ticketing tool can be used on Daily basis for all the ticket / issues management.
What do you dislike about the product?
Nothing that I dislike about freshdesk service.
What problems is the product solving and how is that benefiting you?
Managing tickets got much simpler for us due to this tool, while keeping track of tickets, history etc. details
A great helpdesk which makes support processes flow seamlessly
What do you like best about the product?
I like the power packed features, simple and easy to use interface and length and breadth of the functionalities.
What do you dislike about the product?
I could not find any major points to dislike about Freshdesk barring one or two minor issues which were promptly addressed by their Support team.
What problems is the product solving and how is that benefiting you?
Freshdesk is instrumental in ensuring that no customer queries go unnoticed through the ticket management system and the users have all the information available at one place through the self serve articles.
Very easy to use
What do you like best about the product?
Team management and very easy to use, report mechanism
What do you dislike about the product?
Costly, and doesn’t work on the cost and there customer service is not that quick
What problems is the product solving and how is that benefiting you?
Reports
best platform for the tickets
What do you like best about the product?
very very amazing platform for use good filter features it has.
What do you dislike about the product?
Nothing, absolutely nothing. Everything is best
What problems is the product solving and how is that benefiting you?
I am a support engineer and use this platform everyday. This is the best platform used for support management.
Happy customer, but building out my own solution now
What do you like best about the product?
I have been using Freshdesk for a few years. It was easy to setup and it is up all the time. I don't think it is worth the money for the limits it has put on my "blossom" account. My customers don't know how to use it, the interface is confusing for them -- so I have my own app that pulls down all data and I have my own frontend.
What do you dislike about the product?
They recently changed their API call limit without informing customers, breaking systems that were in place while I was out of town. I am now going to build my own help desk solution that I can customize to my liking. The limits on the basic plan which still costs a bit have me looking elsewhere.
What problems is the product solving and how is that benefiting you?
Easy to manage tickets on my side.
Best CRM for support
What do you like best about the product?
Ease of assignments, views, tracking live tickets, automations and analytics.
What do you dislike about the product?
Data takes some time to update on analytics
What problems is the product solving and how is that benefiting you?
high volume management and automations
Frehdesk experience
What do you like best about the product?
This CRM tool is very user friendly and easy to use. keeps the data in very structured manner. implementation is ease which is really helpful. it provide proper access to support the customer . We user on daily basis because other software integration is easy with Freshdesk.
What do you dislike about the product?
Sometimes we need to get the older data which gets removed from portal and we have to get it from cloud.
What problems is the product solving and how is that benefiting you?
We had very unstructured way to manage the customers query and data now it is very easy to maintain the customers data on day to basis.
it really made our work life easy we can easily search out tickets and merchant details easily.
What do you like best about the product?
We can easily find out ticket in this...
What do you dislike about the product?
i dont find anything bad in this as it made our work life easy.
What problems is the product solving and how is that benefiting you?
it solves to find ticket properly and also can communicate with team easily with the help of ticket.
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