Freshdesk Reviews

I used Freshdesk for communication with the clients, such as real-time chats. Freshdesk provides integration with apps like WhatsApp.

The solution's inbound calls could be improved.

I have been using Freshdesk for less than one year.

I haven’t faced any issues with the solution’s stability.

We performed customer interactions, including chats and ticketing with Freshdesk. I would also do a few outbound calls. I would passively recommend Freshdesk to others because I have not used Freshdesk that much.

The solution's multichannel support feature is good and time-bound. The response resolution time is also good because of the multichannel support feature. Some clients raise their concerns through WhatsApp, and others send emails, both of which are integrated with Freshdesk. You can capture all those conversations and tickets and merge them as one. This would be easy because of the multichannel support feature in Freshdesk.

Overall, I rate the solution eight and a half out of ten.

We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions, bug fixes, and third-party software bug fixes. We even use it for tracking small projects.

It is a SaaS solution, so we have its current version.

We had over-customized HEAT to the point where it was just not very useful for a company of our size. Getting Freshdesk was like a breath of fresh air because it was simple to use. It required zero or negligible training effort on the part of my team. We just started creating tickets. We integrated it with our email so that we can auto-generate tickets. It wasn't too bad as a technical challenge, and it just worked.

Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.

We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.

I have been using this solution for a year and a half.

We might've had one outage a long time ago. It was down for a fairly brief time. Other than that, it has been solid.

We don't have a huge company, so it is kind of hard to tell, but certainly, I've had zero problems with performance and being able to look at lots of tickets versus a small set of tickets. It should be fine in terms of scalability.

We have eight people in IT who are actively using it. Overall, we have 135 people in the company. They're the ones submitting tickets to us by email or by calling in, and then we create the ticket manually.

In terms of usage, I don't see it going outside of IT to the rest of the company. We use it for basically 100% of our IT work. We're pretty all in.

They were decent. I was CC'd on a couple of emails when we were setting it up initially. There was some stuff about the email integration that was probably the hardest thing we did, and we needed a little bit of technical help on that, and they were timely. We didn't have 14 different back-and-forth exchanges where you felt like they're just answering from a book rather than really listening to the problem that you have and trying to address it.

We were using HEAT. We switched because of the frustration amongst the whole team about how complex our system was. We had over-customized HEAT to the point where it was just not very useful for a company of our size. We needed something easier.

I didn't do it. It was someone from my team. He did it in three or four days in the midst of everything else he was doing. It was simple. You just add in our users. He was able to import the names of everybody from the active directory, so we got all the employees there.

We had to sit down and have a meeting to decide the lists, categories, and groupings, and then he just did it. A couple of days later, I started to use it in the pilot form, and we cut over to it fast.

We implemented it ourselves. You don't need to have anybody else do it.

In terms of maintenance, the only thing that we have to do to maintain it is just to add a new call type or something like that, but any of us can do that. It is very intuitive.

We have absolutely seen an ROI.

It was definitely not expensive. It was two grand or maybe three grand total for a year.

It has just straight and simple standard licensing fees. There is no additional fee.

If somebody is implementing a new IT service desk ticketing system, they should definitely look at Freshdesk. If they just want a lean and mean system, it is really a great option. If you need a lot of ITIL complexity and have a very large team, and there is a lot of back-and-forth with tickets and heavy approval process and stuff, it may not be suitable. We have only one of their products. They may have other products that bolt onto it and add that in. We are using the simple version, and it doesn't necessarily have all those controls, but in our case, we didn't need all that.

I would rate Freshdesk a nine out of ten. I am very happy with it.

We use this solution to manage our technical support tickets from our customers.

The reporting, analysis modules and insights capabilities for this solution could be improved. It is essential for us to know how many tickets are open on different business domains or open for specific teams. These insights drive decisions that happen in the technical support area. 

We have been using this solution for two years. 

This is a stable solution. 

This is a scalable solution. 

We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources. 

Positive

The initial setup was not that straightforward.

I was part of the team that selected this solution. We considered other options such as Zoho. Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed.

I would recommend that those implementing this solution first complete the academy to receive video training on the administration port to be able to configure the tool. I would also suggest that agents get familar with the workflow of the tickets to understand Freshdesk.

I would rate this solution an eight out of ten.

We use Freshdesk, in our asset financing company, to handle customer complaints, issue tickets to available agents, and effectively manage escalations. We make use of the reports related to each of these different stages of the customer journey. 

Our agents use Freshdesk to reach out to new and existing customers and work off the database we have in Freshdesk to retrieve the lists of our customers. 

We use it as a customer relationship management tool and it serves this purpose well. The key objective was being able to connect to a database of our customers in Freshdesk and to show information such as their names, credit status, and the last time we spoke to them. 

One of the most valuable features is the multi-agent system, although this is possible with most CRMs. There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues. 

Freshdesk also provides useful data for the tracking of tickets and their statuses using time stamps. We have been able to implement different interventions for such as calling a customer when certain timestamps are made.

There are a number of different statuses for tickets that agents can apply. There were times when the customer service agents got confused as to how to use these statuses. This could have possibly been something we could have streamlined and improved manually, in retrospect. 

The dashboards are useful but could be so much better. As product managers and data scientists, we couldn't use the dashboard for analytics and had to move the data in Power BI.

I have used this solution for more than one year. 

Based on our experience, this solution was reliable and performed well.

This solution is scalable. 

The initial setup was easy for the average user. However, we did have instances where new features took a couple of days to implement properly.

Deployment was a combination of both a vendor and an in-house team. 

Deployment took two months. 

I enjoyed the experience, as a product manager, using and implementing Freshdesk for customer service. Overall, this is a good and robust solution that offers an extensive number of features that we have not yet used. 

Before making the decision to use Freshdesk, I would recommend working out your use case thoroughly using wireframing or a mock-up. This will determine exactly how you would use the product and help you build a better customer management system. This type of planning will also allow you to deliver value much quicker. 

Overall, I would rate this solution a nine out of ten. 

We primarily use the solution for issue ticketing.

The organization between other departments is the solution's most valuable aspect.

The interface and dashboards are user-friendly.

The pricing is okay.

In terms of features, I can't think of anything that's lacking. It's a solid solution.

I've only been using the solution for four months. It hasn't been long enough for me to know everything about the solution.

Technical support is not the best. It could be much, much better and offer better support to users.

I've been using the solution for eight months now.

The solution is quite stable. There aren't any bugs, glitches or crashes.

The solution is scalable. If a company needs to expand, it will be able to do so quite easily with this product.

We might have 70 users on the solution currently.

I've been in touch with technical support in the past. I'm not exactly satisfied with their level of support. It's something the solution could improve.

Everything about the setup was straightforward. It's not complex at all.

We're a customer. We don't have a relationship with the solution.

I would recommend the solution to other organizations because it is easy to use.

I'd rate the solution ten out of ten.

The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets.

We're able to respond to customer inquiries much faster and with better information.

It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter.

I have been using it for 10 months.

No issues with deployment as of now.

No issues with stability as of now.

No issues with scalability as of now.

8/10

8/10

This is our first help desk solution.

The initial setup wasn't too complex. It was easily understandable and quite simple.

Implementation was done by an in-house team, although their support system was also very helpful.

We also evaluated Zendesk.

Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and flexible tool.

We were able to create numerous different help desks with graphic layouts matching our customers websites. Freshdesk allows us to act on behalf of different companies without their customers knowing about it, thanks to groups and agent features. We can also allow for an agent from a company for whom we fulfill orders to access tickets from his company group only.

Without Freshdesk, our customer service would have to have access to numerous e-mail accounts without the possibility to be logged into all of them at the same time if they were with the same provider. It would not be an efficient way of dealing with customers.

Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with every post. It could limit it to posts with key words/sentences.

We have used Freshdesk since March 2012.

As a cloud based system, Freshdesk does not require much, just a web browser and everything is nice and easy to use.

When it comes to setting new help desks and integrating these with different companies' emails, etc. It may be tricky sometimes. Freshdesk customer service and technical support has always been really helpful. When it comes to dealing with forwarding email servers, Freshdesk was always happy to organize a conference where we could all discuss and fix issues together.

The initial set-up was not easy, but it was not difficult either. It is like that with any new software that you use, you just need to get used to it. Thanks to great support from Freshdesk, every question we have had has been answered promptly.

The registration process is really easy. It can be done in-house with on-line help from Freshdesk support.

Freshdesk saves us a lot of time, and allows us to provide an excellent and efficient customer service.

There are obviously fees for using it, but it is definitely worth it. You pay for every agent using it which is a fair fee.

There were not that many other options suitable to our requirements. Freshdesk was the best value for money.

There were not that many other options suitable to our requirements. Fresh Desk was the best value for money.

• Email/ticket handling.  
• Custom email server option.  
• Knowledge base framework is really good, but not quite as customizable visually as Zendesk.  
• Also, the Freshdesk API is so powerful...  We can do basically anything we can think when it comes to ticket handling.

Our customer service is built around it, and has been for years.  We've grown with it, so it's hard to say how it "improved" our operations.  It's all we've known.  I'd hate to be without it.

Localization needs to be implemented.  No option for other languages at this point in the knowledge bases.  Customer service used to be fantastic, but seems to be slipping a bit as they grow larger.  Still good though.