I mainly use Freshdesk as a support system for our customers.
Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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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.
Freshdesk review
What do you like best about the product?
It help us support with out support system. raising tickets and handling user issues. we have integrated its bot in our webapp.
What do you dislike about the product?
There are frequent outage in freshdesk that needs to be improved. but overall its good.
What problems is the product solving and how is that benefiting you?
It help us to initialize support bot and solve the customer support related issue involving raising tickets and human agent in the loop.
The best platform for tickets and organization
What do you like best about the product?
The best things in Freshdesk are the dashboards and reporting, ease of use, and customer support.
What do you dislike about the product?
Perhaps the cost to use the platform could be better.
What problems is the product solving and how is that benefiting you?
Follow clients' cases
A User-Friendly Ticketing Solution
What do you like best about the product?
User-Friendly, multiple automation options, easy to integrate
What do you dislike about the product?
detailed product training not available due to which user cannot make use of the tool effectively
What problems is the product solving and how is that benefiting you?
Categorzing the incoming tickets, multiple automation helped to reduce the manual efforts
Honest Review with 4 year of Experience
What do you like best about the product?
1. The ease of integration with the website and other necessary softwares.
2. Ease of customization with the tools as per our requirements. e.g designing helpcentre page. Set FAQs for the end Customers.
3. Availability of so many supporting Apps.
4. Data security.
5. Post sale assistance and ease. The response time is very effective.
2. Ease of customization with the tools as per our requirements. e.g designing helpcentre page. Set FAQs for the end Customers.
3. Availability of so many supporting Apps.
4. Data security.
5. Post sale assistance and ease. The response time is very effective.
What do you dislike about the product?
1. Data migration from other ticketing tools is limited. You can import data from very limited tools only.
2. Time taken by an Agent or a team/ Group on any ticket (Assinged time) is not available.
2. Time taken by an Agent or a team/ Group on any ticket (Assinged time) is not available.
What problems is the product solving and how is that benefiting you?
1. Complete Alanytics of customer queries/ Complaints.
2. Automating majority queries and monitor customer sentiments on responses through Automations.
3. Customer Sentiments on each and every conversations.
4. Team Analytical data managements.
2. Automating majority queries and monitor customer sentiments on responses through Automations.
3. Customer Sentiments on each and every conversations.
4. Team Analytical data managements.
Succes with Freshdesk
What do you like best about the product?
Freshdesk is incredibly user-friendly and makes managing customer support seamless. Its intuitive interface, automation features, and robust ticketing system save time and improve efficiency. Plus, the integration options are excellent, making it adaptable to various business needs.
What do you dislike about the product?
We would greatly appreciate it if the AI chat agent could be more advanced and intelligent.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep all our customer inquiries in one place, so nothing gets missed. It makes it easy to manage emails and chats, without jumping between different tools. The automation features save us a lot of time by handling repetitive tasks, and it’s made our customer support faster and more organized. Overall, it’s helped us give better service and stay on top of things.
Efficient and Seamless Customer Support with Freshdesk
What do you like best about the product?
I appreciate Freshdesk's interface and powerful automation features that simplify our work on customer support and payment support-related ticket management and Freddy improves our responses and Canned responses save time. Its Freshdesk's multi-channel support allows seamless email, chat, and social media communication, ensuring consistent customer service. The analytics and reporting tools are already some reports are predefined we need to update them according to our use. The reports provide valuable insights to optimize team performance and CSAT helps improve customer satisfaction.
What do you dislike about the product?
One drawback of Freshdesk is that its advanced features can be complex to set up and may require additional training for the team. Additionally, the mobile app has limited functionality compared to the desktop version, which can sometimes lead to delays in customer support.
What problems is the product solving and how is that benefiting you?
Freshdesk streamlines customer support by centralizing inquiries from multiple channels into one platform, reducing response times and improving issue resolution. Its automation features handle repetitive tasks, freeing up the team to focus on complex customer needs. This has led to increased team productivity, better customer satisfaction, and more efficient management of high support volumes.
Best tool for Customer Service
What do you like best about the product?
Easy to track tickets, SLA meet, KPI based on the Freshdesk tickets
What do you dislike about the product?
It's a bit slow when I add FreshDesk properties.
What problems is the product solving and how is that benefiting you?
Filling up the properties via AI
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