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 It's a really great system for small to medium organizations that are willing to spend some time thinking about how their workflow can be improved by designing processes which will allow them to streamline and automate their business. For people who are not serious about making a commitment to bettering their business, Workbooks may not be a correct fit. For instance there are a lot of features which many people think they don't need, but they haven't really spent the time to figure out what the needs of the business are. The nice thing about Workbooks is that you can turn off things you don't need, and then when the business demands, they will be there for you to utilize.
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 Sales process management from enquiry to delivery of product This was previously on as many as 4 systems using excel and legacy applications such as the written word in log books Automatic reporting for financial compliance: once built, the reporting process reduced the workload on a monthly basis from 2 days to 20 minutes The FD loved it The overall capability of the package enabled the sales force to rapidly pull our pertinent data for a sales call, plus managing time and resources better for increased efficiency Business development and focussed marketing became so much easier, we noted that the process paid for itself many times over 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 There really isn't all that much, what I would like to see is an app to use on iDevices. Our sales team all have iPads for presentations etc. While Workbooks works rather well with HTML 5, I would still like to see an app. I know it's in the making, but haven't seen anything of this as of yet. I am sure that would increase productivity even further (if it's of the same standard as the main environment). 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 the product works. support has been good or great so far all has been great and we hope to get more from the product. we purchased for an initial year then renewed for a longer term, we have no regrets with this.
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 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 Workbooks CRM never let me down.
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 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 Workbooks online trianing does what it needs to; but some training will always be better suited to face to face..
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 We felt the high amount of customisation available from Workbooks was much more beneficial to us than the offerings from the larger CRM companies. We also liked the smaller company mentality of Workbooks as it reminded us of ourselves. Ultimately the price also paid a factor as Workbooks was more affordable for what we needed.
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 Allows us easy management of leads and clear visibility of opportunities for the sales team User levels allows us to lock down various parts of the system to only allow them to view or edit certain areas Allows us to manage customers in one piece of software and avoid having to use separate software for support, sales and operations Read full review ScreenShots