I mainly use Freshdesk as a support system for our customers.
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Intelligent and Robust Customer Interaction Tool
What do you like best about the product?
I've been using Freshdesk for a while now, and it has truly streamlined the way we handle customer support. It offers an intuitive interface and a suite of modern tools that make managing support effortless. One of the standout features is how it consolidates tickets from various channels—email, social media, and phone—into a single workspace, ensuring our team stays organized and responsive. The integrations have also been a game-changer, saving us time and improving efficiency. Overall, Freshdesk has been a reliable and user-friendly solution that has significantly enhanced our customer service experience.
What do you dislike about the product?
There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs.
What problems is the product solving and how is that benefiting you?
Freshworks has helped to tackle some of the biggest concerns in customer support. It helped in segregating emails, social media messages, chat, and phone. Freshdesk simplified by pulling everything into one page, so teams don’t have to waste time switching between different platforms.
Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly.
Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly.
Easy onboarding system
What do you like best about the product?
easy to understand, and implementation with in 2 months
What do you dislike about the product?
User Interface quite confused our team because FW separate team to develop eg. Freshdesk and Freshchat , the data dont sync
What problems is the product solving and how is that benefiting you?
better ticketing system and automation
Great range of tools, so easy to integrate and use.
What do you like best about the product?
Freshworks offers a very user-friendly interface. The ease of setup is there and its ability to manage customer interactions across multiple channels like email, chat, and phone, while linking tickets across has helped us.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
What do you dislike about the product?
The mobile app is very limited compared to the web version. Also, sometimes the agent responses can vary while setting up certain features, which leads to confusion and so much back & forth.
What problems is the product solving and how is that benefiting you?
We used freshworks to streamline our customer support by centralizing inquiries from multiple channels into one platform. It helped us in reducing response times and improving issue resolution. Its automation features handle repetitive tasks like assigning tickets, which could be done by setting up automation logics. This has led to increased team productivity, better customer satisfaction.
Awful Experience. Bad Team. Bad Product. Overcharging.
What do you like best about the product?
unfortunately, we never got the product working even with their help. I don’t see any upsides.
What do you dislike about the product?
Their support is pretty bad. We had a set of requirements going in and we’re executing against those requirements. Their support just tried to force us off the phone and could never really solve the basic functionality. We need in a support system.. for instance, showing a users own tickets. It was not easy to integrate, and all the documentation was different. There referenced various versions of their web SDK and then tried to send me different configurations and versions, and it never worked. I didn’t even get to trying to secure login, JWT.
Then we tried to stop the implementation because it was wasting our time and very fragile and kept breaking. We were on a month-to-month contract yet they continue to charge us for 10 agents when we haven’t even gone live yet they won’t work with us on refunding that money or stopping future payments.
Unfortunately, now we have to refute those charges since we’re month-to-month we never signed a contract.
Then we tried to stop the implementation because it was wasting our time and very fragile and kept breaking. We were on a month-to-month contract yet they continue to charge us for 10 agents when we haven’t even gone live yet they won’t work with us on refunding that money or stopping future payments.
Unfortunately, now we have to refute those charges since we’re month-to-month we never signed a contract.
What problems is the product solving and how is that benefiting you?
We needed a customer support tool that had basic features.
Freshdesk - Our always available multi-channel manager
What do you like best about the product?
Over the past few years, using Freshdesk has allowed us to manage our emails and social media chats in once place. We are able to tag and manage all our crticials communications and add automation tools when we experience spikes. The Freshdesk ecosystem is great, and we also make use of Freshchat that blends seamlessly with our ecosystem of applications. If you require support with anything you can drop their support team an email and they usually respond within a few hours with some troubleshooting and the option to send them screenshots/video clips so that they can better resolve your issue.
What do you dislike about the product?
Currently no dislikes of Freshdesk, once you use it, you'll realise what an amazing benefit it is.
What problems is the product solving and how is that benefiting you?
The ability to bring support and communication management into the Freshworks ecosystem with Freshdesk and Freshchat that covers multiple channels and allows our entire team to work on every single day.
A great CRM option for SMEs
What do you like best about the product?
Customer support is responsive and the features are sufficient for small to medium-sized operation. Integration with other apps also appreciated, however, they could add more in their marketplace.
What do you dislike about the product?
Moving features that were previously available in a lower-tier subscription to a higher-tier subscription.
What problems is the product solving and how is that benefiting you?
Unifying customer records for sales, marketing and support purposes.
Freshworks FreshService is Refreshing and Robust
What do you like best about the product?
Freshworks platform has been a welcome change for me and honestly refreshing to use.
What do you dislike about the product?
There's so much, we haven't been able to make use of it all yet.
What problems is the product solving and how is that benefiting you?
It has a board view that I love and is friendly for our agents to use. We use Fresh Service and can identify problems and map the tickets that are dealing with the same problem. We can keep track of reoccurring “Problems” and make sure that a resolution is found. We can input that resolution, and we can create “Solutions” to issues that are searchable in a Knowledgebase. Onboarding and Offboarding are part of our “Employee Journeys” dropdown. We use “Changes” management within the application. There is “Assets” management that is convenient to have as well. We enjoy diverse “Reporting” capabilities for our team’s statistics. There’s even more in “Projects” management and without further explanation I recommend. So full and fun as well!
The Best CRM
What do you like best about the product?
Freshworks is a very good platform that provides one of the best customer engagement CRM. One of its biggest advantages is its user-friendly interface, making it easy for me to implement and use without extensive technical expertise.I have used Freshdesk, and it stands out as one of the best tools for customer management.
What do you dislike about the product?
Sometimes there is a delayed response time.
What problems is the product solving and how is that benefiting you?
Freshworks helps me in solving major challenges related to customer support and service management that improves efficiency and enhances customer experience. Freshdesk is reducing manual work, improving response times, and streamlining customer interactions.
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
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