Freshdesk Reviews

My team has had SCSM experience because we moved the entire workflow of SCSM into ServiceNow, but it was part of largely a transition from one tool to the other. So it was not evaluating the capability and the value that SCSM brings to the table, but because a customer was choking on SCSM, the request was to move to ServiceNow. So our focus was more on understanding the current workflows and the setup and moving them into ServiceNow.

With ServiceNow, we largely set up the entire platform for our customer base. We have our in-house COE and a larger team who drives most of the ServiceNow implementation, and we drive the delivery in the managed services.

Within the last 12 months, while we don't collect reviews for ServiceNow Platform at the moment and I had very limited experience with SCSM, I've been working with Freshdesk and other ServiceNow products. We have not gotten too much into the BMC or Remedy, but we are largely focusing on our AI automation ops to be more established in the market, and we have our in-house developed platforms as well. So we are heavily focusing on establishing ourselves there.

With Freshdesk, we have just started to integrate with it, again with ServiceNow, in one of our client's cases. It is largely for taxation and audit. This is being used by one of our customers, so we are integrating that with ServiceNow also so that for a cross-view, ServiceNow is a common platform for them to look at how their IT service delivery is happening.

While using Freshdesk for their ticket management solution for reaching out to the end users, we are transferring a large part of that to the central team which is operating through ServiceNow. So everything which is flowing there ultimately flows into ServiceNow to give a 360-degree view of how well the support is running. Freshdesk self-service portal is efficient, but I don't think the level of customization is too great. When you consider the amount of customization, and more importantly, the underlying workflow complexity that you can integrate with the front-end customization, the feasibility you get in ServiceNow is far more than Freshdesk. It is quite standard and it has its own challenges. Having said that, with the overall theme of all the service management toolsets, I still see that ServiceNow leads that on top of all.

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings.

Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting.

Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

For Freshdesk, I would say a couple of months.

Freshdesk is largely established in the customer support business. We can do the implementation a lot more efficiently, while if we compare with ServiceNow, we see the integration capability across the various departments and IT services. I'm sure it has its own value and benefit in terms of driving it in a customer base for enhancing their capabilities on the integration side. But if we have to pinpoint exactly the degree of how much improvement it has done, we haven't done a Freshdesk implementation; we have done Freshdesk with ServiceNow implementation. So, I won't have too much detail regarding how much of a value gain the customer had on it. Ultimately, they are moving everything to ServiceNow, so you can imagine that we also see it from that perspective largely. It's mostly stable.

Freshdesk has been quite stable in the market. I don't see that stability-wise there are many challenges. Of course, you have to utilize it within the setup it advises. But otherwise, stability-wise, I don't think there are too many challenges with this. Having said that, I haven't run an infrastructure on Freshdesk, so I would not be too confident in saying that stability has been 99.9% or 99.5%.

Scaling is an area for improvement in Freshdesk for larger businesses across departments. Its intuitive interface is something I find good. For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow. It has its own scale in which it can operate more efficiently.

I don't communicate frequently with the technical support of Freshdesk. My customers, the OEM, do. My team has the line to log any cases with Freshdesk when they do the integration, but we don't get directly into it. We prefer leveraging our customers' existing contracts. Because our scope is not managing Freshdesk; our scope is more about integrating them to ServiceNow. And with ServiceNow, we have a direct engagement.

I have had a very limited solutioning engagement with SCSM because that was for one of our customer bases, and we have moved them from SCSM to ServiceNow because of the limited possibilities of expansion and integration with the existing system. The idea was addressing all those challenges; we have replaced it with ServiceNow. So, of course, we predominantly drive the engagements on ServiceNow, so I can speak at length about it, but with SCSM, I have a very limited understanding because there's only one account where we have engaged on SCSM. My team has had SCSM experience because we moved the entire workflow of SCSM into ServiceNow, but it was part of largely a transition from one tool to the other.

Each one has its own challenges. Largely, whenever you're transitioning or migrating from one tool to the other, it's always about understanding what's existing. So when you're doing it from Freshdesk to ServiceNow, what customization has been built in? Do you have better documentation to refer to, up-to-date documentation to understand the workflows end to end? To understand that the entire setup is documented well for you to be able to move it to the new platform in a more efficient manner, you end up knocking multiple doors than needed to just get the design right. That is a common challenge I have seen. As long as the customer or the entity from whom we are taking over understands their toolsets to some extent while we also prod, we get somewhere. There is always a version of the platform you go for. Version one goes first, and then two with more integration, and three towards more stabilization. That's the standard journey you take. Each program, of course, has its own flavor of challenges. But what I have always seen, especially in the platform journey, is that what is always helpful is how thorough and how clear the strategic, functional, and technical documentation is, and that SMEs are there for them. Because sometimes a lot of hands change, people do not capture the knowledge or keep it at a certain place, and then you struggle to figure out who is the right person that can give you the right information you're looking for from that IT services department. That's what I was saying; you end up knocking more doors than needed. But ultimately, you get there, with its own challenges.

It's largely on cloud.

My team does the integration of Freshdesk in our customer's companies.

I think it is to each its own. If I have a certain requirement for just a customer support service management, and it suits my IT budget, then even Freshdesk will not be too much for me. If I'm looking at cross-teams integration through the common platform, and I'm running a large business, I would look at ServiceNow and budget for it accordingly. So I wouldn't say it is too high or too low. People who initially find ServiceNow to be on the higher side, but when you do the value gain comparison in the next few years, you see that it does give you the returns, with the AI capabilities and everything it brings. The same goes for Freshdesk. But it is all about the scope in which you are implementing something. And if that qualifies, then that's what a customer goes by. Cost is something that is in your mind, not high or low.

It's worth the money that you have to pay for it.

ServiceNow ITSM setup, including Incident, Problem, Change, and ServiceNow service delivery.

When we do a platform delivery, we don't only do that. As I said, we drive the entire IT services, including all the cloud data migration, DC, workplace upgrades, AD, O365, Win11 upgrades, network transformation and transition, to cyber-sec transition and transformation; to platform transition and transformation. That's all entirely our business. Integration is just a very small part of the use cases. We do it a lot, but it is just one; you can say it's 10% of the portfolio.

I did not have hands-on experience with SCSM.

I participate in the initial discussion, in terms of this is what we'll go by, but I align more toward the strategy than actually the implementation now because of my role. My team generally gets into the nitty-gritty of understanding the workflows and one tool over the other and engages with others. They're quite standard, actually. You can call it a CSAT or faster resolution. But the overall theme of all the service management toolsets still shows that ServiceNow leads the pack. It aligns to more extended features with AI abilities. My overall rating for Freshdesk is 7 out of 10.

Our main use case of Freshdesk includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk monitoring traffic and responding to customers to ensure we hit our support SLAs.

We use Freshdesk as a ticketing tool for customer emails; it is a highly efficient ticketing management tool. It helps with customer self-service as well as advanced features such as automation of workflows, and it also provides many performance insights in the form of analytics where we are able to make data-driven decisions.

The best features Freshdesk offers include automation of workflows, insights and analytics, performance analysis and charts, an efficient ticketing management tool, great customer support, live chat, a ticket submission portal, email monitoring, automation potential, centralized communication records, a clean user-friendly and intuitive interface, and intuitive ticket properties.

The capability of automating workflows streamlines the process and saves us time.

Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn. It has allowed us not to invest in additional chat platforms, therefore saving us cost, and it is very easy to use for both clients and my team members. It has reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket. Automation of assigning tickets helps in reducing overall operational costs for the company, freeing up agents to do other complex and much-needed tasks. The better analysis of the overall incoming and outgoing tickets, SLA adherence or violation helps reconfigure the team as per requirement.

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an option to increase or remove the restriction with an additional fee.

I have been working there for the past five years.

Freshdesk is very stable; we have not experienced any downtime or lagging so far.

Freshdesk is very scalable and can handle my organization's growth very efficiently.

The customer support is relatively very proactive and supportive 24/7, and I am very happy with them because they maintain their professionalism and are able to find a solution to any problem on time.

The other solutions that we used were Intercom and Atlassian Jira.

I have seen a return on investment through better analysis of the overall incoming and outgoing tickets. SLA adherence or violation helps reconfigure the team as per requirement. Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks. It has also reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket.

The pricing experience is relatively competitive, so it is cost-effective. After going through a smooth learning curve, you are able to do the setup on your own, making it smooth and easy.

Before choosing Freshdesk, I evaluated Freshdesk among other options.

My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the company for customer support, which can be automatically assigned based on the skill set of the customer representative. Multiple teams can collaborate on an issue by creating threads or private notes, making it easier for the customer representative to deal with as all the information is under one ticket and easy to use, helping to resolve customer issues on time and in a cost-effective manner. I highly recommend Freshdesk.

Freshdesk is very easy to use and understand; it has one of the best ticket systems that is easy to understand and provides the best visibility to customers. It is also very highly cost-effective compared to other competitors, and it has great features such as automation and knowledge base articles, which help free up agents' time to focus on more critical tasks and saves them considerable time. I rate this product an 8 out of 10.

As a customer success manager for over six years, I can sum up the benefits I've seen from using Freshdesk: it has played a huge role in ensuring that my customers stay happy, and happiness means different things to each customer, so Freshdesk has been pivotal to that.

I have been using Freshdesk for over a year. Based on my experience, I work with several CRM tools, including Freshdesk, Zendesk, and Intercom. One of the reasons why I love Freshdesk is that the user interface is smooth and it is pretty easy to understand, especially for someone that is coming in as a new agent. The way the ticketing is arranged makes it easier to respond to tickets and to prioritize them based on their urgency, whether they are high, medium, or low priority.

In the organization I worked with that used Freshdesk, when I was brought into the system, they added me as an agent, giving me a chance to go through the various tickets. When a customer ticket comes in, Freshdesk is easy to use and easy to respond to. Occasionally, I also had the opportunity to expand their knowledge base, especially through the solution center where you have FAQs. If you identify frequent complaints that customers have over a certain time, you can create a detailed explanation, add it to the FAQs, and run with it. My experience with Freshdesk has been very good and easy to use.

With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature.

I have been using Freshdesk for over a year.

Freshdesk is a stable product. I have never had an issue with using Freshdesk because the goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions. Freshdesk offers a very good platform for that, so I have no issues with it.

The Freshdesk support team has been good. If you reach out for needed support, they are responsive. However, we have barely had any issues that required us to contact support. From my experience, once it is set up, we have never had problems, but I understand that on their site, there is a widget to contact them, along with email and other means of getting in touch. Personally, I have never had an issue that required me to reach out to their support.

Neutral

I have previously used different solutions, such as Kript, Zendesk, and HubSpot. While I can say that basically all the CRMs have an identical layout, especially with their ticketing systems, there are a few minor differences. However, I prefer Freshdesk's easy-to-use interface; that is one thing that stands out.

The initial setup for Freshdesk is pretty straightforward because you mostly embed it. Organizations that want to use Freshdesk, depending on the pricing system they choose, usually sort that out first; most of the people I have worked with did not buy through AWS, they purchased it directly. After getting access, you embed it on the site where your customers usually visit, and if they have an issue, they raise a ticket. The ticket comes to us, and we can follow up. You can also track your response, answer quality, check analytics, and ensure that everything aligns with the SLA.

Regarding Freshdesk's pricing, that is usually not where I come in. The organization I work with has already determined the pricing. It usually might be for a year or whatever duration they work with, and it depends on their use case. Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.

From my perspective, I would give Freshdesk an eight and a half out of ten. I could have given it a 10, but I do not believe anybody should get a 10 since there is always room for improvement. Freshdesk has played a huge role in allowing me to deliver solutions to my customers in a fast, timely fashion, which is why it rates high in my books. The review rating for this product is 8.5 out of 10.

I use Freshdesk for creating tickets for IT personnel. When any employee experiences an issue with their laptop, such as being unable to use the internet or facing other problems, they can easily email support@freshdesk.com, and a ticket is automatically generated on the portal. We can then assign the ticket to any engineer. Our organization uses Freshdesk for the ticketing portal, and we rely on it multiple times for ticketing purposes.

Freshdesk has all features, including automatic ticket assignment, notifications, and reporting tools. Administrators with access can assign tickets to anyone. The user interface is very good, and anyone can easily learn how to assign and create a ticket.

Previously, when anyone faced an issue, they had to call IT, and there was no record of what was done or what the cause was. Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.

Freshdesk is leading to faster resolution because the ticket is assigned to an engineer who will start working immediately.

As of now, Freshdesk has no inventory assignment. If Freshdesk could include the data of devices, it would be more valuable for all customers. Adding inventory details to the features would make it easier for us.

I have been using Freshdesk for the last three years, including two years in my current role.

Freshdesk is stable.

Freshdesk is scalable, and the users are happy with it. They can easily send an email to support, and a ticket gets generated for the IT person.

I have not used customer support often, but the customer support is good. I have tried it one or two times.

Positive

We have not used any other solution. We were doing it manually before.

The setup cost and licensing are very good, but if Freshdesk could add the inventory features, it would be more valuable for us.

The setup cost and licensing are very good, but if Freshdesk could add the inventory features, it would be more valuable for us.

I have not evaluated other options before choosing Freshdesk.

Freshdesk is a time saver and reduces the need for fewer employees. The service desk employee's workload has decreased with the help of Freshdesk. I recommend using Freshdesk because it is a good solution for the ticketing portal. I rate Freshdesk nine out of ten because it does not have any type of inventory record detail. I give this review a rating of nine out of ten.

I integrate Freshdesk for internal IT support and external customer service because I primarily build websites for e-commerce, and it helps my company quickly resolve customer response time.

I use Freshdesk both internally in my company and externally; internally, it supports my team with anything related to IT and network support, so my team can quickly resolve problems. Externally, as a customer service tool, it addresses any issues regarding our website business, such as when customers cannot check out or make payments.

My usual use cases of Freshdesk are primarily for ticketing for internal use and customer service. Some of my clients in e-commerce don't have many people available for manual responses, so the program automatically responds to customers when it's outside office hours.

The integration of Freshdesk enhances our organization's productivity because it's not difficult to collaborate with each department to clarify what data is needed. For instance, if there's an error reported by a customer while using Freshdesk, it triggers a notification in Slack for our IT team available 24 hours to resolve the issue.

The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website.

Freshdesk's collaboration tools easily integrate with Slack and Jira, which is why I appreciate using this tool, as it plugs into Slack core features that improve our website and enhance response times for resolving issues from our developer team.

I believe Freshdesk could improve by being available on more cloud platforms. If it was on another cloud, it would be better because our setup is mostly hybrid with AWS and GCP, and I haven't checked GCP for Freshdesk availability yet.

I hope Freshdesk can expand to more cloud options such as Azure, Huawei, and Alibaba, so I can recommend it to my team or friends using other cloud services.

I have been working with Freshdesk for mostly five years, as I'm working on several projects because I have been working for three companies that use it.

Freshdesk proves to be stable and reliable. After installation and continuous operation, I have encountered no problems, and it maintains a faster response with minimal CPU requirements.

Freshdesk is good and easy to scale, making it a cost-effective choice for us.

Freshdesk adapts to my growing needs effectively; it allows me to monitor response time and tasks, providing insights into the performance of my team along with their KPIs.

My interactions with Freshdesk's technical support indicate they are good and responsive, according to my team's feedback.

Before using Freshdesk, I was using Jira, and prior to that, I used open source ticketing systems. I chose Freshdesk because it is easily integrated from the AWS Marketplace, it's not expensive and is the best option compared to others.

I participated in monitoring the initial setup and deployment of Freshdesk, and as an IT professional, I find it easy. However, the challenging part comes from getting exactly what other departments needed from Freshdesk, especially the sales department, which requires good collaboration to extract the needed data.

It's easy for me to install Freshdesk with no problems, but gathering data that other departments need can sometimes require sharing exactly what they require.

My team bought Freshdesk from the AWS Marketplace, so we integrated it internally with my team and then collaborated with the vendor who built our website. I was already aware that Freshdesk was suitable before I began using it, but for the next step, I collaborated with my vendor to purchase from AWS.

Freshdesk helps me with reporting by integrating into Salesforce. It generates reports for response time in customer service, allowing us to provide the sales department with SLA metrics and identify which products customers ask about on our website.

I find the pricing of Freshdesk reasonable; it remains within budget, as you can test the service with 10 agents for free. If you want a good deal, a discount could be useful.

I think the pricing is affordable and acceptable, but I suggest that Freshdesk consider an affiliate program. If someone recommends it to a friend, there could be some benefits such as discounts.

Freshdesk proves to be stable and reliable. After installation and continuous operation, I have encountered no problems, and it maintains a faster response with minimal CPU requirements.

I would rate Freshdesk as a nine out of ten for its performance.

My main use case for Freshdesk is customer support tickets.

A specific example of how my team uses Freshdesk for customer support tickets is that it was a pre-integrated Freshdesk tool with Jira, where our customers can create tickets in case of failure.

The best features Freshdesk offers include AI Copilot Freddy and delivery speed.

AI Copilot Freddy and delivery speed help my team because the best feature is when AI Freddy closes empty tickets automatically.

Freshdesk has positively impacted our organization by improving our customer relationships.

Freshdesk improved customer relationships through the interaction with the customer, as they can communicate with us via Freshdesk without needing to jump on a call.

I think the main problem with Freshdesk is the deep settings, interface, and analytics.

When you need complex cross-functional reports, such as a link between tickets and CRM data or a specific visualization of KPIs, that is a dashboard Freshdesk is lacking.

I have been working in my current field for three and a half years.

Freshdesk is stable.

I would say there are points of improvements for sure in Freshdesk's scalability.

The customer support I received was great.

I did not use a previous solution.

It was a five out of ten for how easy it was to integrate Freshdesk with my existing systems.

I did not purchase Freshdesk through the AWS Marketplace; it was stand-alone.

I have seen a return on investment with Freshdesk, as there were definitely savings because we do not need to spend the lifetime of our customer success managers; we can just use this tool.

My experience with pricing, setup cost, and licensing for Freshdesk is fair.

Before choosing Freshdesk, I did not evaluate other options.

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the settings might take months, Freshdesk can allow you to launch it in just a few days. I would rate this review an eight out of ten.

I have been using this Freshdesk product for four or five years, and I am implementing and providing solutions on this product for my end users.

I am a partner to Freshdesk, and earlier, I have implemented the solution for almost 90 plus customers. Most of the time, I would be implementing ITSM solution for the end-user organization, the ticketing tool, and CRM.

The features I appreciate best about Freshdesk are the ticketing tool and its various functionalities.

Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles. It depends upon what tool or feature you want to use, as you would get everything from the knowledge base itself. There is an e-learning platform for the Freshdesk services, and it will explain in detail and depth which module you want to implement, how you can implement it, and how it will be beneficial for your use case.

Freshdesk, Freshservice, and Freshdesk CRM have their different specialties and different features, and they serve completely independent purposes.

The user experience, management, and inventories could be improved in Freshdesk. It will be very simplified, and more of them have improved efficiency. The more overtime the users give in managing the Excel sheets, it is very simplified, with improved workflow throughout the Freshdesk portal and tools.

I have been using this Freshdesk product for four or five years.

My experience with the customer support team of Freshdesk rates five out of 10. They are not too supportive, but I have lots of skills in that, so I have no need for their customer support unless it is regarding feature limitation or billing issues.

Positive

I have used Salesforce, Zoho CRM, Jira, and I have lots of experience with different solutions.

It depends on what kind of setup I want to use with Freshdesk. If I want to just do a simple setup, I have to click through several options and my dashboard, tool, and product is ready to use. If I want a more complex setup, such as setting up SLAs according to business hours or SLAs according to date or rotational shift, or setting up advanced automation, it takes time and skill to build on top of that, according to what kind of automation I want to use.

I am not sure about the self-service portal, but it has helped me manage customer queries and reduce the workload.

If comparing Freshdesk CRM with Salesforce CRM, I would rather go with Freshdesk CRM. Regarding the ITSM tool, there is a well-known tool called ServiceNow, whereas Freshservice is a very cost-effective tool. Freshservice has a few limitations, and if you want to configure according to your use case, ServiceNow would be a better option. For a simpler setup, Freshservice is the go-to product.

The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention. Sometimes the API rate increases, and I need to pay for additional API calls, or the API may not work, and I still incur charges. If I need to add a few more users, I cannot do it in the same plan, and I either need to upgrade the plan with the same features, which are limitations that need improvement.

Freshdesk is a good tool, but it depends upon the requirement and what people want to set up and create. According to their features and requirements, I could suggest different tools. It depends on what features and modules they want to utilize in their work and day-to-day activity, as their budget is an important factor when deciding on this product.

On a scale of 1-10, I rate Freshdesk an 8.

I am using Freshdesk. I have been using Freshdesk for one year. First, I had used Freshchat for chat support. Then when I was joining Savic Technologies, I used Freshdesk for ticketing purposes.

What I find best about Freshdesk is that it is user-friendly and easy to assign to employees to do their tasks.

It is easy to use. If we receive any ticket from the client side, I can easily assign it to the respective coordinator and technical person. I can assign that ticket to them to work on time.

There is no room for improvement in Freshdesk.

We can set a time period for particular employees as something that could be better.

For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.

I have been using Freshdesk for one year.

It is easy to do the initial deployment.

I face problems with stability sometimes while using Freshdesk. It's a server issue.

The support team is really good. While taking a data report for one month, the real-time data and metrics it shows are wrong sometimes.

The support is good from my perspective.

I have faced problems with them regarding the FRT (First Time Response) and ART (Average Time Response). The first-time response should be within 30 seconds. Sometimes they will not respond within seconds, causing delays. The average response time's estimated time should be completed within 10 minutes. They should maintain FRT and ART, which includes the first-time response and average time response.

Positive

I did not previously use a different solution.

The desktop setup is what I consider the initial setup.

I have faced challenges while using Freshdesk. When a client raises a ticket, I get a duplicate number. For example, if a client is raising ticket number 00118, and if the ticket is not generated properly, it will be generated again. So, we get two tickets, and it's hard to track that ticket history.

The company has a partnership with Freshworks.

I would recommend Freshdesk to other people. I have used it. When I first joined the company I was using Freshchat for chat support. Then, Savic Technology used Freshdesk. Comparing the two, there isn't much differentiation.

On a scale of one to ten, I rate Freshdesk a seven out of ten.

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.

Neutral