Freshdesk
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- Industry: Health, Wellness & Fitness
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Don't expect customer support.
NOT great. At first things were good. Started getting overcharged and customer support either couldn't or wouldn't fix the issue.
Pros
The product works as it should most of the time. It's great for a bigger business. App runs smoothly once installed.
Cons
Horrible customer support. Ended up charged for more than what we needed. Nobody wanted to fix the issue. The price is steep as it is without being charged extra for un needed things. You are bounced from person to person none of which seem to care or want to fix things. Ended up having to cancel the card they charge.
- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Daily for 2+ years
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The Omnichannel Tool You'll Need
Freshdesk had all of the pieces we needed to run a successful ticketing system and call center. The reporting was pretty complicated to navigate, and left a lot to be desired.
Pros
Freshdesk was very customizable. It allowed you to set up as needed based on your line of business. For us, we had a centralized mailbox going into the ticketing system, generating tickets per email we received.
Cons
The reports and automations can be somewhat difficult to navigate. We ended up just exporting all of our tickets every month and creating our own reports through Power query in Excel.
Reasons for Choosing Freshdesk
We were doing ticketing through emails, and it was very hard to keep up with. The best solution was a ticketing system.Switched From
Microsoft OutlookReasons for Switching to Freshdesk
Freshdesk seemed like the easiest to setup, along with the fact it was the best price for the omnichannel tool, which we needed most.
- Industry: Real Estate
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Solid Starter Support Software
It's fine. To be frank, we're looking for alternatives that are a better fit for our simple needs and support more targeted enhancements / integrations.
Pros
It's basic but it gets the job done. Has the functionality we need for multiple teams to manage our ticket volume.
Cons
They keep increasing the pricing. Their feature enhancements aren't very useful. The ones I care about aren't a la carte and come with a bunch of other features at higher tiers that I don't really care about.
- Industry: Retail
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Streamlining Customers Assistance and Request from Freshdesk
Freshdesk is completely intentional in managing and centralizing customer support
The program has effectively managed tickets, which speeds the response time to customers
Freshdesk has an outstanding self service support, which gives immediate answers to customers
Pros
Freshdesk has a friendly and knowledgeable ticketing system that easily organize and respond to all clients issues
I like the multi channel nature or support that Freshdesk has, which brings all communication together
Freshdesk has a supportive collaboration tool, something that improves teamwork
Cons
I don’t like the price concept from Freshdesk, where some higher tiers needs more money
The tool faces some page loads, more so when there is some big traffic
- Industry: Electrical/Electronic Manufacturing
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Freshdesk, the best CSM tool to use
We love Freshdesk and all things Freshworks. We are a smaller company where it doesn't make sense to spend 10s of thousands of dollars on a CSM system like the bigger name companies. Freshdesk has been amazing for us and we have used them for 6+ years. We couldn't be more happier.
Pros
Freshdesk has continued to evolve and progress over the years staying current with new features and options that make productivity and customer satisfaction very efficient. Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around!
Cons
Since we started using Freshdesk we really only had one or two hiccups. Each time, their support team was able to assist and guide us to get everything resolved in a timely manner. The hiccups were in our early integration of using the software and did interrupt our workflow for a day or two. It was during a slow period where customer traffic wasn't too high, but if it was during one of our more busier seasons, it could of been problematic.