I mainly use Freshdesk as a support system for our customers.
Freshdesk
Freshworks Inc.Reviews from AWS customer
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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
Exceptional Support and Reliability
What do you like best about the product?
Whenever we've encountered an issue or had a question, Freshworks' support team has been quick to respond, often going above and beyond to ensure our needs are met.
What do you dislike about the product?
The integration and management of Freshworks' numerous products can sometimes be challenging.
What problems is the product solving and how is that benefiting you?
Consolidate multiple multilingual call centers across various time zones into one centralized platform.
Freshdesk review
What do you like best about the product?
It help us support with out support system. raising tickets and handling user issues. we have integrated its bot in our webapp.
What do you dislike about the product?
There are frequent outage in freshdesk that needs to be improved. but overall its good.
What problems is the product solving and how is that benefiting you?
It help us to initialize support bot and solve the customer support related issue involving raising tickets and human agent in the loop.
Spectacular
What do you like best about the product?
I like it because it allows unifying all its services in a single workspace. Its ease of use is practical, the ease of implementation, customer support is complicated but they are always willing to help, my frequency of use is daily almost 24/7, the number of functions it has are very diverse and super easy to integrate.
What do you dislike about the product?
Perhaps communication with support can sometimes be confusing.
What problems is the product solving and how is that benefiting you?
The truth is, it has greatly facilitated the use and logistics of the client portfolio that the company currently maintains. It has helped us a lot in organizing all the pending tasks.
The best plataform for tickets and organitazation
What do you like best about the product?
The best thinks in freshdesk is the dashboards and reportings, easy for use, customer support.
What do you dislike about the product?
Maybe the cost for use the plataform, can be better
What problems is the product solving and how is that benefiting you?
Follow clients cases
A User-Friendly Ticketing Solution
What do you like best about the product?
User-Friendly, multiple automation options, easy to integrate
What do you dislike about the product?
detailed product training not available due to which user cannot make use of the tool effectively
What problems is the product solving and how is that benefiting you?
Categorzing the incoming tickets, multiple automation helped to reduce the manual efforts
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