Freshdesk Archived Reviews (More than two years old)

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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…
Real User
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.
Real User
Senior Technical Analyst at a software R&D 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»

If you previously used a different solution, which one did you use and why did you 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»

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
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