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.
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
I think good onboarding and good training are key to ensuring that the person using the solution will be able to understand all of its features and maximize its use. In addition, a good onboarding program for the client and for the user is crucial in order to optimize the platform. Overall, I would rate it a nine out of ten.
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.
I'm an administrator and end-user for the platform. I have been using the latest version. It's online and automatically updates. This is a cloud-only service. I'd advise people to first understand what they need from the tool. Once they have a full idea of what they need, then they can start with the deployment. I would rate the solution ten out of ten.
I would advise those considering the solution that it is both good and user-friendly. It is not a bulky or complex application, and its compatibility with different operating systems and hardware makes it an efficient solution. This compliance also adds to its effectiveness and is a significant advantage. Freshdesk needs to focus on branding, providing a user-friendly experience, and opting for an aggressive pricing model. Owing to the functionality and configurable nature of the solution, along with the fact that since it is a marketplace where I can plug in multiple addons, making the tool robust enough to fit into many organizations, I rate the solution a nine out of ten.
Business Systems Analyst at a transportation company with 5,001-10,000 employees
Real User
2022-09-14T16:54:21Z
Sep 14, 2022
I would advise looking into the suite of products and using the right tool for your job because they all talk to each other really well. They're well built out. There are really good tools for different work functions. So, look into what a product gets used for. For your HR team, it is Freshteam. That's what it's for. So, all of those things exist, and they have really good purpose-built tools to build out a full suite, but trying to just configure something into something that it is not meant for is not a great idea. Just use the product that's meant for your function, and you'll have a much better time. Their sales team just wants to sell Freshdesk, and I don't know why. It is hard to rate it in a use case where they just kept saying, "No, you need to use this." And we're like, "Why? I don't want to." And they go, "Yes, you should." If somebody is vetting it for customer service, which is what it is for, then I'd rate it high, but if it is not being used for its intended purpose, then it is a very low score. It wasn't the right use case at my current company, but when I implemented it at another company, it worked great there. I loved working with it. I really enjoyed the product. If you're looking at a customer support function, it is great, but if you're trying to solve problems and use assets and do these other things, then it is not great. Overall, I would rate it a six out of ten. It is a great product when used correctly.
My advice to others is they should check that Freshdesk services all their use cases, mainly on the documentation. It is standard ticketing, usually, it's fine. However, the documentation which you publish in the portal is not rich enough. You need to know what to do. I rate Freshdesk a six out of ten.
Senior Back Office Manager at a financial services firm with 51-200 employees
Real User
2022-05-16T13:42:02Z
May 16, 2022
I would recommend Zendesk. I prefer Zendesk and would recommend it to everyone. Freshdesk I do not like as much. It's much more time-consuming. It's much more complicated. If you have a big workload, then that can get in the way of actually getting work done. I'd rate the solution seven out of ten. We've gotten used to it, however, it's too time-consuming. Choosing this solution was a management decision. It's not ours. It's not an ideal ticketing system.
Quality and Technical Support Department Manager at dsquares
Real User
2022-04-11T16:09:48Z
Apr 11, 2022
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.
Asst. Vice President at a performing arts with 1,001-5,000 employees
Real User
2021-12-28T12:03:09Z
Dec 28, 2021
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.
I'm a customer and an end-user. I'd rate the solution at an eight out of ten. I'm pretty happy with its capabilities. While it does depend on the company's requirements, I would recommend this product to other organizations.
I would definitely recommend Freshworks to potential users. If they are not using ServiceNow or a ticketing system in the environment, they should look at this solution, play around with it, and see how it works. They can look into other applications for mid-size to large-sized environments, but this is the best application. Even for a very tiny business, this is the best application. On a scale from one to ten, I would give Freshdesk a nine.
Director of IT at a wholesaler/distributor with 51-200 employees
Real User
2021-05-22T00:11:43Z
May 22, 2021
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'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.
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 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...
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.
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
I would recommend it to other companies looking for a good ticketing system. Overall, I would rate the solution an eight out of ten.
I think good onboarding and good training are key to ensuring that the person using the solution will be able to understand all of its features and maximize its use. In addition, a good onboarding program for the client and for the user is crucial in order to optimize the platform. Overall, I would rate it a nine out of ten.
It is a stable service. If you are willing to pay, you can get more features. I would rate it a nine out of ten.
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.
I'm an administrator and end-user for the platform. I have been using the latest version. It's online and automatically updates. This is a cloud-only service. I'd advise people to first understand what they need from the tool. Once they have a full idea of what they need, then they can start with the deployment. I would rate the solution ten out of ten.
I would advise those considering the solution that it is both good and user-friendly. It is not a bulky or complex application, and its compatibility with different operating systems and hardware makes it an efficient solution. This compliance also adds to its effectiveness and is a significant advantage. Freshdesk needs to focus on branding, providing a user-friendly experience, and opting for an aggressive pricing model. Owing to the functionality and configurable nature of the solution, along with the fact that since it is a marketplace where I can plug in multiple addons, making the tool robust enough to fit into many organizations, I rate the solution a nine out of ten.
I would advise looking into the suite of products and using the right tool for your job because they all talk to each other really well. They're well built out. There are really good tools for different work functions. So, look into what a product gets used for. For your HR team, it is Freshteam. That's what it's for. So, all of those things exist, and they have really good purpose-built tools to build out a full suite, but trying to just configure something into something that it is not meant for is not a great idea. Just use the product that's meant for your function, and you'll have a much better time. Their sales team just wants to sell Freshdesk, and I don't know why. It is hard to rate it in a use case where they just kept saying, "No, you need to use this." And we're like, "Why? I don't want to." And they go, "Yes, you should." If somebody is vetting it for customer service, which is what it is for, then I'd rate it high, but if it is not being used for its intended purpose, then it is a very low score. It wasn't the right use case at my current company, but when I implemented it at another company, it worked great there. I loved working with it. I really enjoyed the product. If you're looking at a customer support function, it is great, but if you're trying to solve problems and use assets and do these other things, then it is not great. Overall, I would rate it a six out of ten. It is a great product when used correctly.
My advice to others is they should check that Freshdesk services all their use cases, mainly on the documentation. It is standard ticketing, usually, it's fine. However, the documentation which you publish in the portal is not rich enough. You need to know what to do. I rate Freshdesk a six out of ten.
I would recommend Zendesk. I prefer Zendesk and would recommend it to everyone. Freshdesk I do not like as much. It's much more time-consuming. It's much more complicated. If you have a big workload, then that can get in the way of actually getting work done. I'd rate the solution seven out of ten. We've gotten used to it, however, it's too time-consuming. Choosing this solution was a management decision. It's not ours. It's not an ideal ticketing system.
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.
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.
I'm a customer and an end-user. I'd rate the solution at an eight out of ten. I'm pretty happy with its capabilities. While it does depend on the company's requirements, I would recommend this product to other organizations.
I would definitely recommend Freshworks to potential users. If they are not using ServiceNow or a ticketing system in the environment, they should look at this solution, play around with it, and see how it works. They can look into other applications for mid-size to large-sized environments, but this is the best application. Even for a very tiny business, this is the best application. On a scale from one to ten, I would give Freshdesk a nine.
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'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.