Freshdesk Reviews

We are a health insurance company that uses the solution to communicate with our customers through chat, as well as health providers and other prospects. We use it according to teams; the customer success team is divided into three teams: those who attend to voice only, those who attend to emails only, and those who attend to chats only.

For every request that comes in via any of these channels, the agents in these channels take charge there.

We currently don't use calls for Freshworks because of our IT provider in Nigeria. However, we use email and chat, and they both work well. Some new features that they recently released will give the chat, Freshchat, more functionality than Freshdesk. We were using Freshdesk before, but we are right now on Freshchat.

The UI is also easy to use.

Currently, they have Freshchat as the central platform. But for email, I would still like to have assistance around how our agents can assist our customers, such as on-the-go translation; as we are expanding to the emerging market, we would not be able to hire and pay customer support agents in those areas immediately, so we won't be able to attend to their conversation if we do not speak the same language. That is something similar platforms have, which I would like to have included in Freshdesk.

We have been using Freshdesk for over three years.

I rate Freshdesk's stability as eight out of ten. There is room for improvement with the chatbots.

It is scalable. We currently have about 16,000 chatbot sessions monthly, which keeps growing every month.

Support is very knowledgeable, so they know their products very well. They can almost always resolve your problem immediately.

The initial setup was relatively easy.

One of the issues we are looking into is the cost. As we keep on expanding, it means that we will need more licenses. Currently, that would blow our budget. That's the main concern right now because the cost is very expensive.

Aside from the license, we have chatbot conversation costs.

One should go for the solution if cost is not a problem or if they will not expand to major markets and require many licenses. There is still room for improvement, but the UI is easy to use, compared to some other platforms. I rate Freshdesk a seven out of ten.

Our primary use case is support emails. When customers wanted to reach out to us, we had a help desk linked to the support email. When we receive tickets, all of them are classified by region and the assigned relationship manager. Then we divert them for resolution. 

One of the main benefits is user engagement. The interface is so fantastic that the learning curve for any user on the platform is maybe an hour. It's such a simple tool and very intuitive, so we can train a user and get them onto the platform within no time. If a user is aware of the business, using this tool is no hassle. The training time is so short on this platform for users at the associate level. 

The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well.

When we ask them for changes or features, they usually provide a workaround or a feature. They stay on top of the latest technologies. The most significant feature they've added recently was two years ago. It was an AI chatbot, which is very important for business.

They've gotten all the features at the right time and integrated them into the platform. There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback. 

I've used Freshdesk as an admin for at least 4.5 years now, so I've been engaged with the tool day in and day out.

I've never seen Freshservice go down in the past 4.5 years that I've worked on that platform. I haven't had issues with usage or downtime. If there is downtime, we're told about it. We don't have trouble with connectivity because it's an SaaS tool, so there are no problems serving our customers. 

It's absolutely easy to scale. I'm sure this can handle any number of users or any volume of issues. We have 2,500 users at the moment. 

Freshdesk support is great. If we ever had minor performance issues, it would just take an email or call to the support center, and they would fix it immediately.

It's very straightforward. The initial implementation didn't take long, but I wasn't there at the time. When I became an admin, somebody else had already implemented it, so I'm unaware of the details. However, we did more implementations after that, but it was plug-and-play because we already had everything in place. There were no hassles. There's no maintenance on our side, either, because that's taken care of by Freshdesk.

I would say Freshdesk is competitive compared to other products on the market. 

I rate Freshdesk 10 out of 10. I recommend it because I think anybody who tries Freshdesk will be convinced that this is one of the best tools they could use for their organization. I see that all the leading organizations in the market use Freshdesk today for the support system.

It's more than a support tool because it has a lot of integrations that you can work with. You need to work with the team and let them know its use cases. They have a solution for all the issues with customers that we face as an organization. I don't think they've ignored anything from a customer experience perspective. I would say that any company wanting to implement this particular tool should try it because I'm sure they will like it.

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. 

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.

The most valuable features of Freshdesk are the completely customizable solutions center (assuming you have LOTS of patience), the ticket automation, and the reporting.

The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, and the ticket automations allows us to set priorities on incoming tickets based on who is submitting it. Both of these features make it easier to handle escalations and help draw our attention to the customers that need it the most.

The most frustrating thing is definitely the solutions center customization. For starters, they shouldn't change the base CSS for existing templates in random updates, breaking layouts that have remained static for six months. Aside from that, providing more documentation on common requests would be helpful.

We switched to Freshdesk about eight months ago.

Coming from Zendesk, we had very little issues with deployment. We were able to upload a zip file of all our old tickets, and Freshdesk automatically populated our database. Transferring help articles was nightmarish, and it wasn't worth it to stumble through the lacking documentation to learn the API enough to import them all (we only had about 100). We ended up manually copying/pasting the intact HTML code from Zendesk into Freshdesk and hosting all the images on our own server, which was fairly quick, but definitely not ideal.

I've only reached out to Freshdesk support a few times, and they've always been responsive and helpful.

We switched from Zendesk for numerous reasons, but mostly because of problems on Zendesk's end as opposed to features in Freshdesk. The reporting, simple customer satisfaction surveys, and gamification in Freshdesk certainly did help push us over the edge in favor of it, though.

Everything was simple except importing the help articles, which was awful. Aside from that, customizing the solutions centre stylesheets/page layout was very, very time consuming, but that's more unforgivable considering the heavy customization we were doing. We needed to use quite a few hacks and reach out to their support team for help with figuring out how they handle pagination, but again, nothing I wasn't expecting. the support team was great.

I did it. Assuming you have your tickets in a .zip file, everything is smooth sailing, but you'll need to be somewhat technical to move help articles or heavily customize the help centre since you're injecting raw CSS.

The only advice I have is to keep it simple, at least initially. There is so much you can do in the admin panel that you can get lost in there and end up with some janky automations or incoming ticket rules that don't quite make sense, and then you don't remember where to go to change it back. Tackle the admin panel one section at a time unless there's some things you know you cannot live without.

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.

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.