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My previous company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.
It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
It's a very stable tool, very powerful.
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions.
Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.
Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
I have experience with this solution. I worked with it for five years.
It is a stable product. I worked on it for five or five students. It's very stable.
Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution.
The support team is time-consuming, and they don't find the answer to our problem.
Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.
Neutral
We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.
The initial setup is very difficult, and we had to use support help for the account setup.
You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.
Back then, we were paying $51 per license for agents and $89-90 per license for tech users.
We were paying around $2.25 million per year.
I would suggest using a trial version first and reading the logs before using it.
Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
I use Freshsales to manage leads for a company that has customers. I handle customer relationships in one place where I mark them under bucketing, bucketing them under different stages to check how the sales guys are doing. These sales guys and clients work for our client, and I monitor their stages on Freshsales.
What I like most about Freshsales is that it gives clarity. It provides proper visibility because it is a CRM where I can monitor everything. Without this tool, I would have to do it either in Excel or manually. I can create reports around it. It is a shared CRM where everyone has access and whoever needs to report and monitor can do so.
What I dislike about Freshsales is that it is a bit complicated and the initial setup is very difficult. It takes a lot more time to customize it according to your stages and use cases. I also require an external person to set this up for me, or I have to hire someone specifically to set up the system.
Regarding the initial setup of Freshsales, I have to mention my stages, bucketing, and set up all the processes, including how the leads will flow and what the customer's cycle looks like. It takes at least a month or 45 days to set this up, process it properly, and check whether the automations and workflows are working. Then I onboard all the team members I want to use Freshsales. Thirty to 45 days is the rough timeframe I have realized. As I start using it, if I see any flaws, I correct them.
Freshsales stability is good. These guys are stable, and it is a very renowned company. Whenever they have any maintenance downtime, they notify me before I get notifications about it, but it is very rare. I do not have such issues.
Regarding Freshsales scalability, adding a team and scaling it up is not a problem. However, setting up different processes and different life cycles is a bit complicated. If I onboard more team members and scale the team, it is not a problem at all. I can multiply it multifold very quickly and very easily. It is very simple.
Freshsales does not require any maintenance on my end, but the vendor provides maintenance.
Freshsales initial setup is a bit difficult. I have to mention my stages, bucketing, and set up all the processes, including how the leads will flow and what the customer's cycle looks like. It takes at least a month or 45 days to set this up, process it properly, and check whether the automations and workflows are working. Then I onboard all the team members I want to use Freshsales.
For the deployment of Freshsales, usually vendors do it and they have a team for different processes. For this particular company, I know there was one guy who used to do it, but he has his backup team at the back end who also does certain other things based on the requirements.
When it comes to the pricing of Freshsales, most of them are very similar. HubSpot and Zoho are the two competitors I have used. Pricing-wise, it is doing good. I can negotiate it on a case-by-case basis, but it is not very costly. These three are very nearby in terms of pricing.
I use some AI-driven insights with Freshsales. It shows some predictions based on scoring, but I do not rely on that much at the moment.
Regarding the predictive scoring in Freshsales, because I do not rely on it, there are certain other things which are answered but not on Freshsales. Not everything is marked on the CRM. For me, it is not very good. I usually do it according to my prior history and prior learnings. I do not rely on that very much, and I have not checked it properly. I just see it on the CRM, but I do not rely on or use it much.
I have used the workflow automation in Freshsales for bucketing, emails, and lead cycle. If I have to change them to a customer, I set up how I want them to onboard and what initial emails they should be getting. I have used it, and it is quite good, but it is a bit complicated. I have to set it up in great detail with what exactly should happen after each particular step.
I would rate this review 9 out of 10.
