#1 most frequent
United States of America
39.4%5,572 installations of 14,155
What is Freshdesk?
Freshdesk (a product of Freshworks Inc.) is a customer service solution with enterprise capability. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights.
Freshdesk also comes with advanced workflows, automations, and self-service so users can set up and scale customer service on any channel–whether for a support team of 10 or 500.
Freshdesk also comes with advanced workflows, automations, and self-service so users can set up and scale customer service on any channel–whether for a support team of 10 or 500.
Categories & Use Cases
Videos
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.2
Areas for Improvement
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Who Buys & Uses Freshdesk
#1 most frequent
Professional, Scientific, and Technical Services
13.6%1,818 installations of 13,339
“The automations in Freshdesk have been a great help for the company, streamlining ticket flow and reducing manual processing just to assign tickets.”
#2 most frequent
Information
11.5%1,540 installations of 13,339
#3 most frequent
Manufacturing
6.9%914 installations of 13,339
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
8.8%1,250 installations of 14,155
#3 most frequent
Netherlands
7.8%1,102 installations of 14,155
Pros
- Centralized ticket management and organization
- Extensive automation features for workflows
- Customization options for personalized engagement
Cons
- Complex or dated user interface
- Clumsy and feature-limited mobile application
- Limited depth of third-party integrations (e.g., JIRA)
Freshdesk is critical to supporting our users professionally
Use Cases and Deployment Scope
Presearch is a privacy focused search engine (no tracking of user activity or collecting of user data - much different than Google, etc.). We allow users to earn rewards for searching. We have a decentralized infrastructure with community members providing computers to do the searches. These people are also rewarded. We use Freshdesk for handling user support. We receive support requests related to the quality of the search results, issues with ads on the search engine, the user interface, rewards for users, rewards for the decentralized community computers, the search user account pages and the community members account pages. Freshdesk is invaluable for tracking all of the different types of requests, providing initial responses, prioritizing requests, managing our responses and providing statistics for our users and for management.
Pros
- Tracks all support requests
- Manages the entire interaction process between support personnel and the users
- Provides history of all interactions
Cons
- Hard for new support personnel to learn the nuances of the system
- Better ability to link related support requests together for analysis of trends
- Tools to track fraudulent users (spammer, hijackers, etc.)
Return on Investment
- Reduced the number of support personnel required
- Allows requests not to be lost (reducing upset users)
- Helps new support personnel understand common issues
Alternatives Considered
CRM and Deals for Zendesk, Zoho Desk and Salesforce CMS
Other Software Used
Zoho Campaigns, QuickBooks Online, Dropbox DocSend
User Friendly Help Desk Software That Delivers Results
Use Cases and Deployment Scope
We use Freshdesk to manage our customer support ticket, track inquiries and streamline communication. Freshdesk helps us to reduce response times, and improved customer satisfaction.
Pros
- Freshdesk is helpful because it's best at organizing customer inquiries into tickets.
- Freshdesk effectively consolidates the conversations of customer from email, chat, and social media into a single platform which makes the work easy.
Cons
- I think Freshdesk can need improvement in terms of dashboards because it can be complex for non technical users.
Return on Investment
- Freshdesk has improved the ROI of our company by reducing the time agents were spending and getting a high salary. Now a single persons can easily handle inquiries and some inquires are handled by Freshdesk automation.
Other Software Used
Actiondesk, Calendly, Zoho Campaigns
Freshdesk is game-changer for our business
Use Cases and Deployment Scope
We used Freshdesk to run whatsapp campaign with official WhatsApp business API.
Earlier our WhatsApp number was getting restricted because we were using a third party integration. But with WABA (WhatsApp Business Account) that problem is addressed. We were able to engage our customers in a much better way. We even got Display Name and verified badge.
Earlier our WhatsApp number was getting restricted because we were using a third party integration. But with WABA (WhatsApp Business Account) that problem is addressed. We were able to engage our customers in a much better way. We even got Display Name and verified badge.
Pros
- WhatsApp automation
- Email campaign
- Support ticket management
Cons
- WABA setup takes lot of time.
- It's tricky to delink WABA number previous vendor
- Support system can be better. It takes days to solve a simple issue.
Return on Investment
- Definately a positive ROI
- Saved many human hours
- Value add in business
Alternatives Considered
Telecrm and Bigin by Zoho CRM
Other Software Used
WhatsApp Business, Stripe Billing, Intuit Mailchimp
Freshdesk being a better product for us.
Use Cases and Deployment Scope
Hey, The product is absolutely marvelous for all the use cases we have. The ticketing tool is as best as what we can afford and look for the technology and solution. Majorly this has helped to track the SLA time of responding and resolving the issue of our end users along with their productivity.
Pros
- Ticket SLA tracking
- Productivity of agents
- Marketplace integrations
- Feasibility of reports customization
Cons
- Freshdesk to include the Calling solution.
- Freshdesk to also work for a better UI experience.
- Freshdesk to give more better view of the tickets handled in multiple groups.
Return on Investment
- Positive impact - Definitely the cost part have benefited
- Productive agent were identified
- Improve in our response and resolution time by tracking the SLA
- No Negative impact found
Alternatives Considered
Bigin by Zoho CRM and Ameyo by Exotel
Other Software Used
Ameyo by Exotel, Mihup, Zoko
Freshdesk as a omnichannel request management tool.
Use Cases and Deployment Scope
Freshdesk at our company is primarily used as a ticketing tool to track productivity and manage requests. Freshdesk addresses the management of employee productivity and timeliness, and the identification of the task being handled through proper tagging. There are multiple ways we utilize Freshdesk. We use it for recurring service requests and day-to-day task requests, investigations into system issues or concerns, and emails with inquiries. All of these are converted into tickets that can be easily managed, given the number of requests employees receive, whether internally or externally.
Pros
- Having it as a centralized ticketing tool to manage all request.
- Workflow automation that standardizes task assignment and tagging.
- Real time support from agents are helpful especially for system concern or queries.
Cons
- One of our major concerns is the capacity for scenario automation, which is currently limited to 700 instances. We can add as many as we want, but only 700 are visible when using it to tag tickets.
- Limited API for Freshdesk. Freshdesk makes fewer API calls than Freshservice. There are also APIs that are available, such as for adding scenario automations.
Return on Investment
- By consolidating all potential request channels, such as emails, chats, internal requests, etc., it greatly improves the management of requests.
- Faster resolution time because of the built-in capability of having SLAs for the task request, which gives priority to those nearing the SLA for the request, and so on.
- Customer service has never been easier with an internal AI bot that provides answers to common queries and real-time agents for intermediate queries and concerns, delivering clear, concise answers.
Alternatives Considered
Odoo
Other Software Used
Freshservice, Freshsales
