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.
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Freshworks is a key player for managing our support
What do you like best about the product?
Managing tickets, automating ticket distribution defining the response and resolution goals, and ensuring the quality of support
What do you dislike about the product?
There are no downsides, but I think a quick assistance option should be there for their recently released AI agent feature
What problems is the product solving and how is that benefiting you?
Managing multiple tickets, and ticket history of every client contact, easy resolution, quick adaptability by the new joinees
Efficient, Intuitive and Reliable Support channel.
What do you like best about the product?
Easy to navigate within the app even for new user. It also support mobile app so that support will be provided on the go. Seemless integration with other apps such as CRM, Wordpress, shopify and others.
What do you dislike about the product?
Recently freshdesk discontinued its free plan and forced to switch to paid plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage all customer queries from email, chat and social media in one place reducing response time and faster replies to customer which helps build brand reputation.
Easy, convenient and fast
What do you like best about the product?
I've used freshdesk for almost 2 years at the time i was in the role of a customer experience associate as a customer support officer and from there i was promoted to a Lead and one of the things i liked about it is the ability to provide accurate analytics and reports which are very handy when it comes to intepreting data, metrics, and other key information required in reports,
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
What do you dislike about the product?
One thing that i found very limiting is that it doesn't support all the social media channels, including X, due to their API and DPP, also whatsapp- Gupush
What problems is the product solving and how is that benefiting you?
Having the possibility to have access on so many different channels on one platform and being able to track all of them , this is something that changed everything
I think its best for support function . very easy to use.
What do you like best about the product?
I think its best for support function . very easy to use.
What do you dislike about the product?
I think need some more AI tools for automation
What problems is the product solving and how is that benefiting you?
Customer issue rasied process good feacture
Very user friendly
What do you like best about the product?
Easy to get an information and integreated with many other softwares.
What do you dislike about the product?
Somtimes the call record is missing, other than that everything is fine.
What problems is the product solving and how is that benefiting you?
We are currently using Freshdesk as our CRM, along with Freshcaller and Freshchat. This all-in-one integration makes it easy for us to manage everything in one place. The platform provides accurate data and is very user-friendly.
Support for multiple languages and comprehensive customer assistance enhances overall efficiency
What is our primary use case?
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?
Positive
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?
Overall a great product
What do you like best about the product?
The overall ticketing experience is great
What do you dislike about the product?
We operate multiple instances, navigating between multiple instances & freshbot is not very easy.
Also analytics could be little bit better & easier
Also analytics could be little bit better & easier
What problems is the product solving and how is that benefiting you?
Out ticketing workflows are being managed seamlessly & tracking customer support agents efficiency is also easy
FreshDesk - A complete helpdesk too;
What do you like best about the product?
Easy to setup
East to use
Department wise agents
strong escalation matrix
very helpful customer support
easy to integrate with other solutions
East to use
Department wise agents
strong escalation matrix
very helpful customer support
easy to integrate with other solutions
What do you dislike about the product?
not too many dislikes , only making report is bit complicated
What problems is the product solving and how is that benefiting you?
FD is supporting to manage customer complaints in a sophisticated manner, timely response to customers , clear visibility to management and improve agents working efficiency
Freshdesk: Streamlining Customer Support
What do you like best about the product?
Clean interface, easy ticket management, and strong automation features that save time. The reporting tools and self-service options are also very useful.
What do you dislike about the product?
Some features feel limited without higher-tier plans. Reporting can be rigid, and the mobile app isn’t always reliable. Occasional lags during peak usage.
What problems is the product solving and how is that benefiting you?
Manage customer interaction and engagement logs
It really helps to keep track of my tasks and support tickets.
What do you like best about the product?
The 'Ticket Views' option, it does a great job of organizing tickets and allowing me to track them through separate views. The SLA indicators also help me prioritize my work and ensure tickets are closed on time.
What do you dislike about the product?
Replying to a thread in Outlook results in a duplicate ticket being created, which I have to manually merge each time.
What problems is the product solving and how is that benefiting you?
Freshdesk makes our support process easier by keeping all customer messages in one place. It helps us organize tickets, set priorities using SLAs, and respond faster. Features like ticket views and automation save time and reduce manual work. This helps us stay on top of issues and give better support to customers.
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