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.
Freshdesk
Freshworks Inc.Reviews from AWS customer
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User-Friendly Interface
What do you like best about the product?
The platform is intuitive, making it easy for agents and admins to navigate and perform tasks efficiently.
What do you dislike about the product?
For businesses with a high volume of tickets or extensive customer data, users sometimes report slower system performance or lag.
What problems is the product solving and how is that benefiting you?
Consolidates tickets from various channels (email, chat, phone, social media) into a single platform, reducing confusion and ensuring no query is overlooked AND Automates repetitive tasks like ticket assignment, canned responses, and SLA reminders, streamlining workflows and boosting agent efficiency.
Offers insights into team performance, with ready-made reports and GenAI features that assist in creating reports
What is our primary use case?
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
Straight-forward helpdesk that provides all the features you need to excel at CS.
What do you like best about the product?
The ease of use makes training team members on Freshdesk quick and successful; this is a big help in a small business with limited man-hours - we need people who are able to learn quickly, and a simple tool makes this possible.
There's also just enough ability to customize the helpdesk to suit your requirements. Operating in separate regions can make this a challenge but our teams in both the UK and US are able to work separately and also collaborate where needed.
The support that Freshdesk provides is also always quick and provides the answer you need most of the time.
There's also just enough ability to customize the helpdesk to suit your requirements. Operating in separate regions can make this a challenge but our teams in both the UK and US are able to work separately and also collaborate where needed.
The support that Freshdesk provides is also always quick and provides the answer you need most of the time.
What do you dislike about the product?
Despite it being very easy to use, Freshdesk doesn't have a 'look around' feature that explains the different features and capacities of the platform. For someone who has never used a helpdesk before and has the task of implementing one, this could make it challenging but I suspect that the support Freshdesk provides would mitigate this problem.
The reporting used to be very simple - it has since changed to a more in-depth analytics tool which evidently has an abundance of information but it isn't as easy to use as other aspects of the platform.
The reporting used to be very simple - it has since changed to a more in-depth analytics tool which evidently has an abundance of information but it isn't as easy to use as other aspects of the platform.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to solve all matter of customer service issues that our customers encounter in a timely manner, which benefits our business through our publicly displayed ratings, such as Trustpilot.
Freshwork Tool Rating and Review
What do you like best about the product?
It is a very user friendly tool and mostly used as an ticketing system in our line of business.
What do you dislike about the product?
Would love to have an additional visibility on reopen tickets to be showned as seperate ticket with the parent ticket added in the child ticket.
What problems is the product solving and how is that benefiting you?
Easy way of communicating with the customers and having a shared inbox we can have more visibility over what is pending and what is being stuck for so long.
It has been fantastic experience and happy with the reduction in tat
What do you like best about the product?
Reporting and analytics has improved thereby increasing other metrics
What do you dislike about the product?
Will post later if we should notice anything
What problems is the product solving and how is that benefiting you?
Reducing tat
Increase in Csat
What do you like best about the product?
Csat Surveys sent to the Customers t rate the Support
What do you dislike about the product?
Lack of few features , FRT Issues and on Call Support
What problems is the product solving and how is that benefiting you?
its a ticketing system where it will help to Connect with our customers and to Store the Data
Terrific ticketing system
What do you like best about the product?
Freshdesk makes it easy to designate teams and ticket queues, group contacts by customer, and search prior ticket submissions. It's simple to create custom ticket views based on various criteria. We selected Freshdesk after comparing over a dozen similar systems, and we've been very happy with the choice.
What do you dislike about the product?
1. Linking tickets works, but having to do it via a tracker is inelegant, and shouldn't be a requirement.
2. Sharing ticket access with members of different groups is also clunky. You shouldn't have to make someone a collaborator or a watcher, you should just be able to add them to an "access" list.
3. Managing tags can be very unwieldy. Maybe AI could be used to help identify tag typos and possible duplicates (e.g., "CCDuplicateCharge" and "DupCCCharge", or "DuplicateRefund" and "RefundDuplicate").
3a. When multiple entities share one instance of Freshdesk, only tags for that entity should be searchable. Even better: each group has its own set of tags.
4. Agents should be able to belong to multiple groups, but choose which queues will auto-assign tickets to them. Currently, when you get added to a group, enabling ticket assignment sends tickets from all groups.
2. Sharing ticket access with members of different groups is also clunky. You shouldn't have to make someone a collaborator or a watcher, you should just be able to add them to an "access" list.
3. Managing tags can be very unwieldy. Maybe AI could be used to help identify tag typos and possible duplicates (e.g., "CCDuplicateCharge" and "DupCCCharge", or "DuplicateRefund" and "RefundDuplicate").
3a. When multiple entities share one instance of Freshdesk, only tags for that entity should be searchable. Even better: each group has its own set of tags.
4. Agents should be able to belong to multiple groups, but choose which queues will auto-assign tickets to them. Currently, when you get added to a group, enabling ticket assignment sends tickets from all groups.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us track support requests and internal projects.
Great support tools
What do you like best about the product?
French desk helped earn in productivity it it Is Really, Easy to Use and to setup
What do you dislike about the product?
The Market Place Is Sometime a Bit buggy
What problems is the product solving and how is that benefiting you?
Helpdesk is helping us solve the documentation and te customer relationship
Frershdesk has changed our customer service
What do you like best about the product?
Freshdesk has greatly reduced our response time in customer service and also increased our customer satisfaction.
What do you dislike about the product?
Too much different features and too little time to get them all working (not necessarily a bad thing :))
What problems is the product solving and how is that benefiting you?
Freshdesk has greatly reduced our response time in customer service and also increased our customer satisfaction. With the reporting and analytics we've been able to see the biggest reasons for customer contacts and focus on the correct issues.
love the ease of communication for our team
What do you like best about the product?
being able to have internal conversations linked to the ticket along with external communication.
What do you dislike about the product?
so far, I have no dislikes of freshdesk. everything has been positive.
What problems is the product solving and how is that benefiting you?
solving lack of communication and tracking. The ticket system has streamlined out communication in assisting customers. The data and tracking has helped us set goals and improve processes by helping us find focal points for improvement.
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