Collaboration tools have improved response time and issue resolution
What is our primary use case?
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.
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
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.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
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.
How are customer service and support?
My interactions with Freshdesk's technical support indicate they are good and responsive, according to my team's feedback.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
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.
What about the implementation team?
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.
What was our ROI?
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.
What's my experience with pricing, setup cost, and licensing?
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.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
User-friendly features increase efficiency but customer support and billing issues need improvement
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using this Freshdesk product for four or five years.
How are customer service and support?
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.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have used Salesforce, Zoho CRM, Jira, and I have lots of experience with different solutions.
How was the initial setup?
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.
What other advice do I have?
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.
User interface facilitates smooth ticket management and customer satisfaction
What is our primary use case?
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.
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?
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
Support for multiple languages and comprehensive customer assistance enhances overall efficiency
What is our primary use case?
My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations.
For the industry that I'm working in, Freshdesk is used primarily for help in education and related tasks.
What is most valuable?
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
With the existing capabilities in Freshdesk, they assist in manual assistance by streamlining communication and providing essential tools for support.
I have used the self-service portal for customers, and it has significantly helped in managing customer queries and reducing the workload.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
What needs improvement?
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
For how long have I used the solution?
I have had three years of experience with Freshdesk.
What do I think about the stability of the solution?
Freshdesk is stable solution and easy to use
What do I think about the scalability of the solution?
Freshdesk is most definitely scalable and can be used company wide in various departments.
How are customer service and support?
They offer customer support, and I would rate them a nine on a scale of one to ten, as their service meets our expectations.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Did not have a solution before Freshdesk.
How was the initial setup?
It took us about three weeks to deploy Freshdesk, which was manageable with our team's schedule.
I would rate this product setup as very good, as it suits our needs well.
What about the implementation team?
With just myself facilitating the help, the experience was collaborative but primarily my responsibility.
Third parties, such as consultants, were not involved in my deployment process.
What was our ROI?
As the call center manager, I have been closely involved in all aspects of using Freshdesk.
Currently, it requires some maintenance from me, but it is not overwhelming, and it is a manageable part of my responsibilities.
What's my experience with pricing, setup cost, and licensing?
Affordable with little cost to set up
Which other solutions did I evaluate?
Yes, such as zendesk, salesforce etc but found freshdesk most suitable in terms of use and pricing
What other advice do I have?
My feedback can be shared with or without attribution.
I look forward to receiving the link, which I will be able to edit later.
I confirm that my company is just a customer with Freshworks and not resellers.
My review rating for Freshdesk is nine out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Using ticketing and forums enhances customer support experience effectively
What is our primary use case?
I mainly use Freshdesk as a support system for our customers.
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?
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?
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
Offers insights into team performance, with ready-made reports and GenAI features that assist in creating reports
What is our primary use case?
The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is responsible for responding to these customer inquiries, and automated responses help in establishing communication. Tickets are created and assigned to agents using a FIFO logic.
What is most valuable?
Freshdesk provides a plain vanilla solution, making it user-friendly and less complex. It offers insights into team performance, with ready-made reports and GenAI features that assist in creating reports. The tool allows automation through the use of keywords, which helps in routing queries efficiently or closing them automatically without agent intervention.
What needs improvement?
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs.
Despite having third-party integration options, these features should be inherently available in the tool without additional expenses. Integration with social media and review platforms should be built-in.
For how long have I used the solution?
I have been working with Freshdesk for about the last six months.
What do I think about the stability of the solution?
Freshdesk is stable overall, with minimal downtime and quick support in case of issues. The stability impacts operations positively, but there are times when technical support is needed, and the availability of product teams can be a concern during escalations.
What do I think about the scalability of the solution?
Freshdesk is scalable and I would rate it at seven point five out of ten. The scalability is slightly hindered by the lack of built-in integration capabilities, which could add value if they were more readily available without additional charges.
How are customer service and support?
Technical support for Freshdesk is rated at eight point five out of ten. While support is generally helpful, there are situations where they rely on product teams, which can delay solutions. In some use cases, technical support could be empowered with more capabilities to resolve issues directly.
How was the initial setup?
The initial setup of Freshdesk was easy and straightforward. With a rating of ten out of ten for ease of installation, it was self-sufficient and did not require extensive support except for certain chatbot integrations.
What about the implementation team?
An implementation partner was involved in the deployment process. They provided a detailed Statement of Work (SoW), and regular discussions helped with the timely execution of tasks. They also assisted with chatbot flows and live chat agent journey automation.
What's my experience with pricing, setup cost, and licensing?
Freshdesk's pricing is currently seen as expensive, especially considering the lack of built-in capabilities for social media and review platform integrations. If these were included within the existing pricing model, it would offer better value.
What other advice do I have?
Advice for new users evaluating Freshdesk is to not solely rely on presentations. Instead, obtain a demo to test their specific use cases comprehensively. Freshdesk is rated eight out of ten. Negotiate for GenAI features to be included in the package and clarify any custom reporting needs before onboarding.
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
Facilitates real-time chats with clients and provides integration with other applications
What is most valuable?
I used Freshdesk for communication with the clients, such as real-time chats. Freshdesk provides integration with apps like WhatsApp.
What needs improvement?
The solution's inbound calls could be improved.
For how long have I used the solution?
I have been using Freshdesk for less than one year.
What do I think about the stability of the solution?
I haven’t faced any issues with the solution’s stability.
What other advice do I have?
We performed customer interactions, including chats and ticketing with Freshdesk. I would also do a few outbound calls. I would passively recommend Freshdesk to others because I have not used Freshdesk that much.
The solution's multichannel support feature is good and time-bound. The response resolution time is also good because of the multichannel support feature. Some clients raise their concerns through WhatsApp, and others send emails, both of which are integrated with Freshdesk. You can capture all those conversations and tickets and merge them as one. This would be easy because of the multichannel support feature in Freshdesk.
Overall, I rate the solution eight and a half out of ten.
Incredibly user-friendly, flexible, and affordable
What is our primary use case?
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.
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?
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.
User-friendly interface and manages tickets very well
What is our primary use case?
It's our main ticketing portal. We track all records, deploy responses to customers, and assign separate credentials so they can comment on the status of their tickets. It's a good tool to track, respond, and manage tickets and customer portfolios.
What is most valuable?
It has a user-friendly interface and manages tickets very well. It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base. If we want, we an upload our knowledge base. The canned responses feature is great for reducing response time.
What needs improvement?
It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.
For how long have I used the solution?
I have been using this solution for six years.
What do I think about the stability of the solution?
I would rate the stability a nine out of ten.
What do I think about the scalability of the solution?
I would rate the scalability an eight out of ten.
How are customer service and support?
The customer service and support are very friendly and respond fast. Overall, it is good.
How was the initial setup?
It was very easy to set up.
What's my experience with pricing, setup cost, and licensing?
The pricing is pretty manageable and acceptable. For the powerful tool that it is, the pricing is justified.
Which other solutions did I evaluate?
We reviewed all the ticketing systems such as Zendesk and thought Freshdesk was the best.
What other advice do I have?
I would recommend it to other companies looking for a good ticketing system. Overall, I would rate the solution an eight out of ten.
Which deployment model are you using for this solution?
On-premises