Freshdesk Reviews

My main use case for Freshdesk is for integration with the service desk, where I integrate it with Site24x7 to receive tickets based on notifications triggered by Site24x7.

A specific example of how this integration helps my team is that Site24x7 is a monitoring tool that monitors my endpoints, servers, and network devices for their availability and performance, and whenever there is a spike in critical metrics or the status of devices, it triggers a notification that can be seen as a support ticket in Freshdesk.

This setup has greatly changed my team's response and workflow compared to before, as it has drastically reduced the time we have to wait to report issues, allowing us to automate the process so that technicians receive notifications about problems immediately.

The best features Freshdesk offers, in my experience, are the out-of-the-box integration with various tools and the automatic assignment of tickets to technicians.

These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.

Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce.

I have noticed significant changes in productivity, response times, and customer satisfaction; productivity has improved, and as I mentioned earlier, the time we spend on each ticket has now been reduced to just a few hours, allowing us to resolve level one tickets before the end of the day.

Freshdesk works great, and I do not have any suggestions for improvement; however, I do expect more features to come in the near future.

I wish for improvements related to the pricing point to enhance the overall experience.

Before using Freshdesk, I previously used ServiceNow, but I switched because I wanted a better solution.

My experience with pricing, setup cost, and licensing was smooth and better, and I do not have any complaints.

I do not have anything else to add about how I use Freshdesk; I have shared everything that we do.

I would rate Freshdesk a seven on a scale of one to ten.

I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product.

The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is responsible for responding to these customer inquiries, and automated responses help in establishing communication. Tickets are created and assigned to agents using a FIFO logic.

Freshdesk provides a plain vanilla solution, making it user-friendly and less complex. It offers insights into team performance, with ready-made reports and GenAI features that assist in creating reports. The tool allows automation through the use of keywords, which helps in routing queries efficiently or closing them automatically without agent intervention.

Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. 

Despite having third-party integration options, these features should be inherently available in the tool without additional expenses. Integration with social media and review platforms should be built-in.

I have been working with Freshdesk for about the last six months.

Freshdesk is stable overall, with minimal downtime and quick support in case of issues. The stability impacts operations positively, but there are times when technical support is needed, and the availability of product teams can be a concern during escalations.

Freshdesk is scalable and I would rate it at seven point five out of ten. The scalability is slightly hindered by the lack of built-in integration capabilities, which could add value if they were more readily available without additional charges.

Technical support for Freshdesk is rated at eight point five out of ten. While support is generally helpful, there are situations where they rely on product teams, which can delay solutions. In some use cases, technical support could be empowered with more capabilities to resolve issues directly.

The initial setup of Freshdesk was easy and straightforward. With a rating of ten out of ten for ease of installation, it was self-sufficient and did not require extensive support except for certain chatbot integrations.

An implementation partner was involved in the deployment process. They provided a detailed Statement of Work (SoW), and regular discussions helped with the timely execution of tasks. They also assisted with chatbot flows and live chat agent journey automation.

Freshdesk's pricing is currently seen as expensive, especially considering the lack of built-in capabilities for social media and review platform integrations. If these were included within the existing pricing model, it would offer better value.

Advice for new users evaluating Freshdesk is to not solely rely on presentations. Instead, obtain a demo to test their specific use cases comprehensively. Freshdesk is rated eight out of ten. Negotiate for GenAI features to be included in the package and clarify any custom reporting needs before onboarding.

I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio satisfactory. As we expand operations to other countries, Freshdesk continues to meet our needs without excessive costs.

Freshdesk's multi-channel support has positively impacted our internal IT customer engagement. While email is the primary channel, users can also submit requests through the portal, though it is rarely used for ticket updates. The system allows us to track and assess channel performance efficiently.

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost. This has given us a clear vision of our IT team's performance helps us efficiently address and prioritize customer issues and provides a streamlined and organized approach to support.

I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets. Additionally, more flexibility in adding functions based on subscription levels would be beneficial for customization.

We have not had any stability issues with Freshdesk.

It is a quite scalable solution. In our organization, around 15 IT agents use Freshdesk to provide support, and approximately 300 users can submit support requests.

I have used the vendor's tech support, and they are very responsive, with room for improvement. Occasionally, dealing with paperwork for tasks like obtaining a new license can be a bit inconvenient, but it doesn't impact the functionality of the product itself.

Positive

Setting up Freshdesk was straightforward, and the tool is flexible. We initially opted for a basic license with limited reporting but considered upgrading. However, the higher subscription cost made us stick with our current level. While the tool is easy to deploy, upgrading to the next subscription level could provide more flexibility and additional features.

The benefits of using Freshdesk are significant for our organization. With a cost of about $10 per user monthly, the ROI is clear. The impact on efficiency and streamlined operations far outweigh the minimal cost, making it a worthwhile and cost-effective solution for us.

Freshdesk operates on an annual subscription basis, and it is very affordable.

Before using Freshdesk, I evaluated other customer experience management products like JIRA Service Desk and BMC. The main advantages of Freshdesk are its user-friendliness, ease of use, and quick adaptability. It stands out for being easy to start with and resolving problems seamlessly.

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.

We are using the free version. We are using it for the ticketing system, which helps us give support to our customers. We have almost 200 people using Freshdesk during our working hours.

Whenever our customers are in any need of support, they present their request via email or sign in to the Freshdesk portal and raise a ticket. Once a ticket is raised, it is automatically assigned to our team member, who sorts it out with the relevant solutions. 

The ticketing system is smooth, but since we use a free version, we do not have many facilities available. Facilities like CAN messages, FAQ facility, and Auto Resigning are really helpful.

Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us. So we have to adapt and manage our day-to-day work with it.

We have been using the solution for the past two years. 

It is very stable and I would rate it a ten out of ten. 

I can rate the scalability a seven out of ten because it is a free version. Had it been a paid version with more features, I would rate it more. 

For maintenance and support, we have a dedicated team. In case we require support, it is assigned to someone who is relevant to the situation based on the software. It is automated and one person can manage it. In case of any issues, one person can easily troubleshoot them.

Positive

The initial setup is straightforward. I would rate the setup an eight out of ten. We deployed it on the cloud and on SaaS software. The deployment process took almost one day.

During the deployment, we had to create our company ID, categories and users, and assign auto resigning and CAN messages. We also included FAQs which are another essential feature.

We performed an in-house deployment and it only required one person.

We used other open source software which was free. We switched to Freshdesk because it was easy to use, and we didn't have any technical knowledge.

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. 

It's our main ticketing portal. We track all records, deploy responses to customers, and assign separate credentials so they can comment on the status of their tickets. It's a good tool to track, respond, and manage tickets and customer portfolios.

It has a user-friendly interface and manages tickets very well. It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base. If we want, we an upload our knowledge base. The canned responses feature is great for reducing response time.

It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.

I have been using this solution for six years. 

I would rate the stability a nine out of ten. 

I would rate the scalability an eight out of ten. 

The customer service and support are very friendly and respond fast. Overall, it is good. 

It was very easy to set up. 

The pricing is pretty manageable and acceptable. For the powerful tool that it is, the pricing is justified.

We reviewed all the ticketing systems such as Zendesk and thought Freshdesk was the best.

I would recommend it to other companies looking for a good ticketing system. Overall, I would rate the solution an eight out of ten.

The product helps centralize information about our customer's cases and issues. 

The candidate's response has been the most valuable aspect of the solution. They are up-to-date and respond well to users.

Technical support is outstanding.

It has a lot of features and integrates with a lot of systems. 

It's very straightforward and does what it does. It's really, really good.

The solution scales well.

It's stable and reliable.

We are using Freshservice as it is bigger and more extensive. We'd like Freshdesk to be more extensive as well. 

It should enhance its service and its reporting capabilities. 

I've been using the solution for eight months. 

I'd rate the stability nine out of ten. There are no bugs or glitches. It doesn't crash or freeze. It is reliable. 

I'd rate the scalability nine out of ten. It is easy to extend as required. 

Technical support is excellent. It's one of the best support providers I've ever worked with. 

Positive

We are now working with Freshservice, Freshdesk's bigger brother. 

The solution is moderate to deploy. It's not complex, however, it isn't easy. It's average. 

We have witnessed an ROI while using it.

The pricing is average. We did get some deals when we subscribed to it. 

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.

Freshdesk is an integrated tool that provides an omnichannel option to its users. Along with its automation functionality, the solution has a marketplace where they offer multiple solutions. So, asset management in the solution is one such area that provides its users with the capacity to maintain the database of their organization.

Omnichannel is one of the most valuable features of the solution. It also has certain built-in features similar to the ones provided by ManageEngine. So, it is now highly configurable in terms of workflow.

Asset management and branding are two areas in the solution that have scope for improvement. Branding is one major area that needs to improve because previously, when we recommended Freshdesk to one of our customers, he stated that he hadn't heard of the solution before telling us that he would like to opt for ManageEngine. So, he told us that Freshdesk was not a well-known brand. Even though we told him that it's equally functional, somehow, he wasn't inclined towards it.

The solution's asset management needs to improve since it does not have an automated asset discovery feature, making it not a very sound tool. Also, Freshdesk depends on a third party for integration. In short, the integrations within the solution should be made available to its users as a default feature.

I have experience with Freshdesk. Our company is a reseller of Freshdesk. It has been almost a year since we have been working with Freshdesk. Freshdesk's growth and enterprise plans are the versions with which I have worked.

It is a stable solution. Stability-wise, I rate it a ten out of ten.

It is a scalable solution. Scalability-wise, I rate it an eight out of ten.

The technical capabilities of the support team are good. However, they rely heavily on their partners to fill their knowledge or expertise gaps. I rate the technical support team a seven out of ten.

Since the solution's initial setup was straightforward, I rate it an eight out of ten. It can be considered complex only when the workflow is complex. Freshdesk's deployment is done on the cloud.

The solution's initial setup phase takes around three to four days, while the configuration process may take some time, maybe around three to four weeks.

In our company, we evaluated both Freshdesk and Freshservice.

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.

We are using Freshdesk for a help desk and a call center for documentation and ticketing for customers.

Freshdesk allows our customers easy and simple way to consume the documentation as well as manage all tickets 

The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.

Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions.

In a future release, it would be beneficial if Freshdesk added the ability to publish files. For example, if I have an FTP site and I need to publish something for customers, such as installation files, I cannot do it in Freshdesk. I have to upload that on another system and bring it in as a link instead of being able to do everything in one place.

I have been using Freshdesk for approximately three years.

Freshdesk is 90 percent stable.

Freshdesk is scalable. This is a SaaS solution, which is not managed by us.

We have approximately 500 agents and managers that are working with this solution which are outside customers.

The technical support from Freshdesk is great, they are responsive.

Positive

We previously used JIRA Service Management, but it was very expensive. We decided to go with Freshdesk because of the price. However, today I'm considering moving to Zendesk because they are richer in features and integrations and it allows me to do much more than Freshdesk.

The initial setup of Freshdesk is not straightforward because there is a lot of preparation. However, this is something that would take time in any solution because you need to build your own look and feel.

I rate the initial setup of Freshdesk a five out of ten.

The deployment of Freshdesk was done in-house.

The maintenance of Freshdesk is not simple. This includes directly the overall capabilities, such as formatting documents that you want to load and the ticket life cycle process.

I rate the maintenance of Freshdesk a five out of ten.

Freshdesk helps us to manage the customers and requests and documentation. With all the difficulties, we did receive an ROI that helps us to work with customers.

We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees.

we did evaluated other tools like SalesForce service and zendesk as well 

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.