Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The most valuable features of Freshdesk include:
1. Easy-to-use UI and user-friendly design.
2. Responsive and up-to-date customer support.
3. Integration with various systems and applications.
4. Omnichannel capabilities.
5. Phenomenal knowledge base and learning capabilities.
6. Automation of ticket assignments and document management.
7. Easy report generation and tracking of tickets.
8. Stable and scalable solution.
9. Easy integration with in-house applications and social media accounts.
10. Multi-agent system with different roles and groups.
11. Clean and uncluttered user experience with helpful tools.
12. Quick and easy configuration.
13. Cloud version with ample storage space.
14. Analytics for tracking customer support team performance.
15. Customization options and easy programming of custom apps.
16. Simple and labeled layout for easy navigation.
17. Ability to create tickets automatically through email.
Improvements needed on Freshdesk include:
- Assistance for agents to communicate with customers via email, including on-the-go translation for expanding into emerging markets.
- Enhanced service and reporting capabilities, particularly in asset management and branding.
- Improved integrations within the solution, making them available as default features.
- Addition of forms in the portal for service requests.
- Better understanding of customer needs and circumstances by the sales team.
- Separate platform or integration options for the bot.
- Article formatting and overall user interface improvements.
- Ability to publish files and minimize the need for coding in integrations.
- Alternative login options for contract employees.
- Streamlining and simplifying ticket statuses for agents.
- More powerful functionality for handling a larger number of tickets.
- Ability to change email subjects and handle multiple interactions in a single ticket.
- Better integration and communication between Freshdesk and Freshcaller.
- Faster implementation of feature requests and more usable reporting templates.
Freshdesk has proven to be beneficial. It has helped effectively handle customer management, requests, and documentation.
The pricing for Freshdesk is a concern for some users, as it can be expensive, especially when needing more licenses. However, there are deals available.
Some users pay more for Freshdesk compared to other Freshworks products.
The pricing is customizable and there are different plans available. There may be additional fees for more functionality or features.
Freshdesk is primarily used by a health insurance company to communicate with customers, health providers, and prospects through chat, voice, and email. The solution helps centralize information about customer cases and issues and offers an omnichannel option with automation functionality.
It also provides asset management capabilities for maintaining the organization's database. Freshdesk is used to communicate, track, and make everything visible within an organization.
The customer service and support of Freshdesk are highly praised by reviewers.
They are described as knowledgeable and capable of resolving problems immediately.
The support team is responsive and the training academy and technical support team are considered valuable resources.
The lack of a direct contact number is mentioned as a drawback, as it requires contacting tech support and dealing with different individuals each time. Despite this, Freshdesk support is still considered great, and minor performance issues can be quickly resolved through email or a call to the support center.
The duration required for the initial setup and deployment of Freshdesk varies. Some users found the initial setup to be straightforward and easy, taking around three to four days, while others found it more complex and time-consuming, taking two to three weeks.
The deployment process was generally considered to be average or moderate in terms of complexity. However, once the initial setup is done, users reported that there is minimal maintenance required and the solution is stable.
Freshdesk is highly scalable and can handle a growing number of users and workloads. It is easy to extend and can accommodate a large number of agents and managers.
The solution is currently being used by various departments within organizations, including customer support, finance, operations, and partners.
Users mention that scaling the solution is straightforward, as it involves adding more agents to the service plan.
The stability of Freshdesk is highly rated. Users have experienced minimal bugs or glitches, and the solution does not crash or freeze.
It is considered reliable and has performed well over several years of usage. There have been rare incidents, such as emails being blocked, however, overall, the solution is stable.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember