Freshdesk Archived Reviews (More than two years old)

Filter by:
Industry
Loading...
Filter Unavailable
Company Size
Loading...
Filter Unavailable
Job Level
Loading...
Filter Unavailable
Rating
Loading...
Filter Unavailable
Considered
Loading...
Filter Unavailable
Order by:
Loading...
  • Date
  • Highest Rating
  • Lowest Rating
  • Review Length
Search:
Showingreviews based on the current filters. Reset all filters
Harshit Pahuja
Real User
Operations Manager at Be You Plus
Aug 24 2017

What do you think of Freshdesk?

What is most valuable?

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.

How has it helped my organization?

We're able to respond to customer inquiries much faster and with better information.

What needs improvement?

It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter.

For how long have I used the solution?

I have been using it for 10 months.

What was my experience with deployment of the solution?

No issues with deployment as of now.

What do I think about the stability of the solution?

No issues with stability as of now.

What do I think about the scalability of the solution?

No issues with scalability…
Vendor
Operations Manager at a retailer with 51-200 employees
Feb 15 2017

What is most valuable?

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… more»

How has it helped my organization?

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… more»

What needs improvement?

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… more»

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

There were not that many other options suitable to our requirements. Fresh Desk was the best value for money.

Which other solutions did I evaluate?

There were not that many other options suitable to our requirements. Freshdesk was the best value for money.
Vendor
Customer Relations Advisor at a tech vendor with 51-200 employees
Jul 07 2016

What is most valuable?

* 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.

How has it helped my organization?

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.

What needs improvement?

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.
Vendor
Senior Technical Analyst at a computer software company with 51-200 employees
Mar 28 2016

What is most valuable?

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

How has it helped my organization?

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… more»

What needs improvement?

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… more»

Which solution did I use previously and why did I switch?

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… more»

What other advice do I have?

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… more»
Consultant
Mobile Developer at a tech services company with 51-200 employees
Dec 05 2015

What do you think of Freshdesk?

What is most valuable?

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.

How has it helped my organization?

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

What needs improvement?

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

For how long have I used the solution?

I've used it for almost three months.

What do I think about the stability of the solution?

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…
Vendor
Lecturer at a university with 51-200 employees
Nov 22 2015

What do you think of Freshdesk?

What is most valuable?

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

How has it helped my organization?

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

What needs improvement?

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

For how long have I used the solution?

I've used it for six months.

What was my experience with deployment of the solution?

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

How are customer service and technical support?

Customer Service: 8/10 Technical Support: 8/10

Which solution

Vendor
Head - Customer Support Desk with 51-200 employees
Aug 04 2015

What do you think of Freshdesk?

Valuable Features:

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

Improvements to My Organization:

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.

Room for Improvement:

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

What is Freshdesk?

Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshdesk customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember