Likelihood to Recommend
allows the best sales with our customers. It is the best CRM software in the market. If customers need help then it allows their users to contact them directly and they give good feedback in a short time. Read full review
Good for our small team and keeps us all on the same page. In my experience, clients have an issue with our software and they email us, we're immediately notified and begin executing scenarios depending on the issue. In my opinion, Freshdesk is not great for documenting phone calls where an issue needs to be documented or those emails when multiple issues are sent. Also, it can be troublesome when someone in a thread replies to an email and it creates a new ticket - so involving multiple people is sometimes a concern in Freshdesk.
Read full review Pros An incredible application in making sales and marketing in a single go. Good to comprehend business opportunities and to protect the product’s promotion in the market. It's a very simple and easy application. Once installed [it] can give the maximum benefits. Nothing can stop this tool from making wise decisions and providing ways to implement and observe the process further. Its mobile version helps us to watch the business detail for 24-hours and is a good way to communicate with clients on demand. Its managing abilities are not underestimated because of its to-the-point business overview. Read full review Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use. Find out the average rate of the number of conversations that occur in the company and conduct the analysis. There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution. Read full review Cons Unsure, as I have not seen issues that weren't resolved quickly and professionally. Read full review I wish that their development was more present in the community forums. There are questions and feature requests that are left unanswered. I know that all requested features cannot be fulfilled, but I would rather have a "sorry can't do" answer (ideally with a short explanation as to why not) than not knowing if it will ever be developed. Read full review Likelihood to Renew
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
Read full review Usability
I like most and the features help me to manage customer details and their orders. It is very easy, I [have been] using this application for a long time and its integration with other applications is perfect for [a] fast workflow.
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I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
Read full review Reliability and Availability
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
Read full review Performance
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
Read full review Support Rating
C2CRM delivers us the best features for improving business tasks and it is very handy for launching new products in front of others. I can easily gather all the detail of customers in one place and we can discuss and increase product marketing. Its social media integration is great to advertise product features, so that's why I really like it.
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The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
Read full review In-Person Training
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
Read full review Online Training
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
Read full review Implementation Rating
It's hard for me to speak in detail about implementation since I don't overlook that part of the business, what I do know, however, is that on the day my business partner said we were getting, we got it, and were using it the very next day. Knowing my business partner like I do, if there were any problems I'd have heard about them, several times, and with increased frustration. His silence tells me all I need to know. Since then, there's been absolutely no problems whatsoever.
Read full review Alternatives Considered
I HIGHLY recommend Clear C2 C2CRM above any other platform.
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Freshdesk stacks up against
Zendesk Support Suite
in terms of accurate time tracking, pricing, ease of use, and app integration.
does not support real-time tracking and is not very user-friendly, though it works well with knowledge base CRMs.
Zendesk Support Suite
is good in time-tracking but not really effective in calculating turnaround times.
is very technical. Freshdesk is a combination of all three. It is a one-stop shop and is great for its price.
Read full review Contract Terms and Pricing Model
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
Read full review Scalability
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
Read full review Return on Investment It has been [designed] for sales reps. They can focus on sales and building relationships with clients. It is best for businesses from all sectors who want good results. They give training online and through webinars. Its features are very advanced and good. It gives users lots of documentation storage, assists achieve, retail machine integration, [and] task management. The next step is to win customers from other tools over profitable sales. And then retaining these customers with their services and support. The new interface has [been] launched for a better understanding of users as it increases day-to-day productivity due to lesser complexity. Read full review Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles. We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed. Our resolution time and turnaround time have decreased dramatically. We are able to easily keep track of our support performance. Read full review ScreenShots