We are using Freshdesk for a help desk and a call center for documentation and ticketing for customers.
Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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External reviews are not included in the AWS star rating for the product.
FreshDesk - Super Happy with the tool
What do you like best about the product?
Freshdesk is the best product for the SAAS organisations where customers come back with issues..this tool helps manages them very well by raising the tickets and getting user feedback. It helps you to monitor your SLAs, and keep track of your open, resolved and pending tickets.
What do you dislike about the product?
Freshdesk is quite an effective tool though it takes a little time to customize it to your requirement.
What problems is the product solving and how is that benefiting you?
Freshdesk Automates the process of Managing Customer interactions .
Awesome
What do you like best about the product?
The integrations and the apis they provide are very awesome, the v2 version of Apis is very useful and has wide range of Apis for all types of data we need to fetch.
What do you dislike about the product?
Nothing as such, it was all awesome. From documentation to tech support everything was great.
What problems is the product solving and how is that benefiting you?
The ticket management, analysis of ticket data and generating reports for various account managers.
Good platform but requires to be redesigned
What do you like best about the product?
This platform has very good feature that we can copy and paste the documents as it is like we do in word and also we can format them. This is having some groups that contains information and we can navigate throught them easily.
What do you dislike about the product?
Its client response and agent response tab need to be redesigned because whenever we open a ticket it directly take you to the bottom which is latest but it should be on top. Some time its backward navigation doesn't work.
What problems is the product solving and how is that benefiting you?
I can easily go through contents tickets by searching them in any way and this also has good features to connect tickets with Jira cases. So overall it handles data very well.
Fresh Desk CRM review
What do you like best about the product?
The CRM Ticketing System Engagement is good
What do you dislike about the product?
Customer service the accounts team Doesn't take good care of the product buyers
What problems is the product solving and how is that benefiting you?
The Beverage industry needs the customer query or the issues to be lodged in like Onboarding and Quality and R&D feedback of the products which are almost addressed in the CRM portal
Program Manager
What do you like best about the product?
Interface, date visibility , agent view
What do you dislike about the product?
FRT response capture on based of email sent
What problems is the product solving and how is that benefiting you?
tickets assignment, auto assign
Excellence In Workflow Optimization
What do you like best about the product?
The User Interface that is currently available allows my team to accurately & effectively address concerns.
What do you dislike about the product?
It is not always possible to integrate FreshDesk with native systems.
What problems is the product solving and how is that benefiting you?
As mentioned earlier, The User Interface that is currently available allows my team to accurately & effectively address concerns.
Enhancing a better Customer Engagement
What do you like best about the product?
The User Interface, Reporting structure, Ticket automation, and canned responses.
What do you dislike about the product?
Difficult to say as all the features are just awesome. What can be done better is to keep on developing the product.
Mobile App needs a better UI.
Mobile App needs a better UI.
What problems is the product solving and how is that benefiting you?
Better customer engagement.
Faster response to customers' queries.
Can keep a track of customers' communication history at the tap of a button.
Faster response to customers' queries.
Can keep a track of customers' communication history at the tap of a button.
Useful automation of tickets, helpful support, but missing some small capabilities
What is our primary use case?
How has it helped my organization?
Freshdesk allows our customers easy and simple way to consume the documentation as well as manage all tickets
What is most valuable?
The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.
What needs improvement?
Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions.
In a future release, it would be beneficial if Freshdesk added the ability to publish files. For example, if I have an FTP site and I need to publish something for customers, such as installation files, I cannot do it in Freshdesk. I have to upload that on another system and bring it in as a link instead of being able to do everything in one place.
For how long have I used the solution?
I have been using Freshdesk for approximately three years.
What do I think about the stability of the solution?
Freshdesk is 90 percent stable.
What do I think about the scalability of the solution?
Freshdesk is scalable. This is a SaaS solution, which is not managed by us.
We have approximately 500 agents and managers that are working with this solution which are outside customers.
How are customer service and support?
The technical support from Freshdesk is great, they are responsive.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We previously used JIRA Service Management, but it was very expensive. We decided to go with Freshdesk because of the price. However, today I'm considering moving to Zendesk because they are richer in features and integrations and it allows me to do much more than Freshdesk.
How was the initial setup?
The initial setup of Freshdesk is not straightforward because there is a lot of preparation. However, this is something that would take time in any solution because you need to build your own look and feel.
I rate the initial setup of Freshdesk a five out of ten.
What about the implementation team?
The deployment of Freshdesk was done in-house.
The maintenance of Freshdesk is not simple. This includes directly the overall capabilities, such as formatting documents that you want to load and the ticket life cycle process.
I rate the maintenance of Freshdesk a five out of ten.
What was our ROI?
Freshdesk helps us to manage the customers and requests and documentation. With all the difficulties, we did receive an ROI that helps us to work with customers.
What's my experience with pricing, setup cost, and licensing?
We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees.
Which other solutions did I evaluate?
we did evaluated other tools like SalesForce service and zendesk as well
What other advice do I have?
My advice to others is they should check that Freshdesk services all their use cases, mainly on the documentation. It is standard ticketing, usually, it's fine. However, the documentation which you publish in the portal is not rich enough. You need to know what to do.
I rate Freshdesk a six out of ten.
Which deployment model are you using for this solution?
Public Cloud
Freshdesk works great
What do you like best about the product?
Features of it is super easily accessible
What do you dislike about the product?
Something it does not work properly lagging issue
What problems is the product solving and how is that benefiting you?
Freshdesk solves all problems to support customer in a quick way
CRM solution worth giving a try
What do you like best about the product?
The user-defined category is by far I am loving it, it allows me to capture the key details from the customers to narrow down the area to focus, moreover, it's a great way to allow customers to select the specific topic to which they are facing issues with.
What do you dislike about the product?
Reporting framework and dashboard could have been implemented, exporting every time and continuously working manually on this exported data is a time-consuming job. Thus, a data-driven overview dashboard that has various filters could have been really useful.
What problems is the product solving and how is that benefiting you?
We are struggling to respond to the incoming queries during the peak season, which resulted in customer frustration. I love the features that enable us to automate the initial response automatically when the ticket is logged into the system. This turns out the life saver to us. Cheers!
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