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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 have utilized Freshsales' workflow automation. Our team was missing conversations from customers and emails from customers, which might arrive on weekends or days after initial contact. I implemented a trigger so that if emails or active customers from which purchase orders have not been signed are waiting for proposals or awaiting POs to sign, and the customer's email has been received by the sales team on weekends or weekdays, they will be notified in fifteen minutes through workflow automation if the email is not read within a certain time duration.
Apart from that, we have also responded through those emails. If a customer's email has been received with approval and the automator identifies the approved signature or approved context in the email, it will automatically process the orders in the system without manual intervention from the sales team or sales user.
Advanced API limits present some customization constraints that we cannot address. For instance, adding sandboxing for the current setup is not possible. If I want to do something else, there might be a sandbox environment if they could provide it. The reporting feature is not currently available, which could be very beneficial.
Freeing up time in my sales process has had a significant impact. Earlier, considerable time was spent on manual activities. After using Freshsales, I have definitely saved considerable time.
Almost everything has been automated through a process-driven approach, such as sending purchase orders, responding to customer emails, or adding values to emails. I assess Freshsales' email tracking feature as very strong.
Freshsales could be improved if there were a team managing Freshsales service operations in-house. However, the support provided by the service team or fresh service team and the customer team of the company is very poor. I did not appreciate the support. If I had a partner in place who could guide me through Freshsales features, there would not be any issues.
Response time, overall customer response, and SLA must be improved. The quality of support should be enhanced from the customer service team. There are many limitations in Freshsales that can be addressed. Additional features I would appreciate seeing in the future to make it stronger include enhanced API limits, email restrictions, and sales sequences.
I have been working with Freshsales for two to three years.
I would rate their support as a seven out of ten.
I have worked with many solutions before Freshsales. Earlier I used local CRMs, not Salesforce. Salesforce was too costly for me, so I migrated to Zoho, but Zoho proved difficult for my team.
I replaced it with Freshsales because I was already using ticketing service solutions such as Freshdesk and ITSM for Freshservice. I tested Freshsales as well, and it works effectively for my team.
The initial setup for Freshsales was not straightforward. There were many customizations that I needed to do manually. As a partner with an in-house team capable enough to complete the migration activity, the setup was driven smoothly. However, considerable effort was invested in the migration process.
The implementation took approximately one and a half months in my case. I needed two to three resources for that.
Freshsales is an Indian locally driven business, so only a single currency is embedded. However, multi-language support, such as a combination of Hindi and English, is available.
I use Freshsales' predictive scoring, but I do not rely on it at scale because sometimes it might be inaccurate or provide lower quality predictions.
Sales sequences save considerable time, which is beneficial. I am also using a similar feature for marketing. The marketing team and sales team are collaboratively working on multiple campaigns, which really helps the business.
Approximately fifty to fifty-five people are using it in my company. I need two administrators to manage it.
I would recommend this product to other companies. For those seeking a more affordable and cost-effective solution, this is a good option.
I have been both a customer and a partner. I would rate this product a seven out of ten overall.
