Likelihood to Recommend Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
Read full review I had a customer who has an urgent concern about their account. They already reached out to different departments but their resolution is unsatisfactory. [Its] good thing they tried to reply to our email campaigns and when a member of our team received it, it was answered and resolved quickly. Fronts really is a good tool to ensure timely resolution.
Read full review Pros 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 Even if you are just trying to compose a single email, Front gives a smart system that has options such [as] organized templates, tags, alerts, [and] changing your outbound dpt email. Tasks- with Front you will not miss any interaction. When you are required to get assistance from a coworker, you only need to mention him/her and that notification will appear automatically in their inboxes. Smart Notifications- sometimes we are just overwhelmed about the several notifications on our devices that we tend to miss some of them, but Front offers a new way to notify every email, discussion, mentioning, or tag that you really would not want to miss. Read full review Cons Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields. The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time. Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few). Read full review Their integration to Salesforce is lacking. As the owner of our productivity tools and how they are used, I have very little control over what things to enforce, or even change what objects are available. For example, we don't use Cases in Salesforce but with the Salesforce integration the Cases object shows up. There's no need to have that there. I've heard there is a roadmap improvement forthcoming. One of our uses is for our sales development reps to prospect with visitors. Because of the high volume of inquiries it's difficult for our reps to efficiently manage all their follow ups. It would be nice if we could run a "scheduled campaign" where a predesigned cadence of email follow ups can be sent automatically. To be clear, they do have a scheduling capability, but it just can't be used as a prebuilt option. Integrations to other systems require you have a user account to those systems. We have SSO and therefore we don't always have a user account. For example, out integration to Jira uses SSO so we don't each have individual Jira logins. This is an outage for us. 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 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 It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.
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 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 The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.
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 Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
Read full review Alternatives Considered FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
Read full review I have only used Gmail in the past and Front is any day better than Gmail in terms of the interface and ease of usage. The ability to send scheduling links and comments between the email threads makes it better than Gmail. The shared inbox also makes it easier for the entire team to understand the kind of email each CSM is receiving and sending
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 Freshdesk is certainly better than nothing, or a simple shared inbox Freshdesk is frustrating to incorporate social media with Freshdesk excels at ticket management Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs. Read full review Saved our executive team considerable amount of time chasing support questions through different channels. Gave our team clear accountability for who was lead on a support issue and how to escalate. Customer regularly say our support is the best in the industry. Read full review ScreenShots