Freshdesk

Score8.4 out of 10

641 Reviews and Ratings

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.

Categories & Use Cases

Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
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
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.8
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9

Todd Enneking

COO in Corporate at Presearch.com, Inc. (51-200 employees employees)

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

Vaibhav Gawande View profile

Business Development Manager in Marketing at Bestosys Solutions Pvt Ltd (1-10 employees employees)

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.

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

Abhishek Mestry View profile

Assistant Manager in Customer Service at Purplle.com (1001-5000 employees employees)

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

Verified User

Administrator in Information Technology (501-1000 employees employees)

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

Verified User

Manager (51-200 employees employees)

Use Cases and Deployment Scope

We use Freshdesk to manage our operations, as all tickets get created on Freshdesk. Freshdesk enables us to track and check the inflow, complaints, or queries. It gives us a clear idea of all complaints and keeps a track of those complaints. We can export the data very easily to work on our daily metrics.

Pros

Single platform to keep a track of all complaints and queries.
Exporting data with required line items.
Managing users very easily and keep a track of them.
Dashboard helps us to track everything on a single page.

Cons

Currently, Freshdesk and Freshchat are 2 different tools that we use for calls and chats.
Launch of generative AI.
Slow or inconsistent response times for support.

Return on Investment

Freshdesk helped us to manage all complaints on single platform, thus reducing purchasing cost of other tools.
Easy handling of tickets enables advisors to work fast, thus reducing overall handling time.
Quick dashboards, customized reports helped us to reduce manual work.

Alternatives Considered

Bluebirds by Salesforce and Bigin by Zoho CRM

Other Software Used

Ameyo by Exotel

Freshdesk

What is Freshdesk?

Categories & Use Cases

Key Features

Top Performing Features

Ticket creation and submission

Organize and prioritize service tickets

IVR

Areas for Improvement

Expert directory

ITSM collaboration and documentation

Subscription-based notifications

Reviews

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Cons

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Alternatives Considered

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Other Software Used

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Alternatives Considered

Other Software Used

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