Freshdesk Reviews

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. 

Aside from sending a ticket to client, it can also send an image. You can add custom data such as the IMEI, location, or any other information you want to include to the image.

It helps with having faster communication and actions from the client.

I want to see it integrated with C# for Android in the next version, as it is currently only integrated for Java.

I've used it for almost three months.

We have encountered lots of issues from observations of our QA. Some issues we face are concatenated (new line) as it displays '=0' and differences between line spaces, but they immediately fixed those issues.

We're still waiting for resolutions for others, such not being able to recover lost data or tickets. For example, if I logout and login again, here's a delay with sending and receiving ticket, and it can't be integrated into our app in C#.

8/10 - since they are always active and take actions if possible.

As we are still waiting for some features which are supposed to be in the next release, we have built our own APK.

It is simple and easy to use. All you need is the MobiHelp SDK, the credentials that they will give to you, and some codes.

If you are an Android Java developer, it's easy for you to implement this product in a day, or possibly less.

• 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.

• Ticket system - provides us with support tickets submitted by customers from various sources
• Sharing - team members can share progress of tickets

• We can follow up on tasks.
• Our team members can sharing tickets.
• It provides the actual status from divers department.

There are issues with technical incidences, such as not being able to receive messages from certain email addresses.

I've used it for six months.

Not much, however it can be difficult to comprehend for some team members.

8/10

8/10

I did, however this one is the most complete solutions.

It was complex to set up the parameters.

It was done in-house.

It's pretty good.

It's a great tool once everything is in place.

Chat, Customer Satisfaction survey, ready-to-use reports

Through chats we now connect with a bigger audience and satisfaction surveys have allowed us to know clients' points of view in a better way.

Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself.