Should I buy Freshdesk App for CRM?
Updated April 07, 2023

Should I buy Freshdesk App for CRM?

Carrie Sobers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

I use the Freshdesk Application for Customer Queries and internal Queries about my product. Typically solve Customer queries based on the agreed SLA. Scope of Service to the customer problems of my product and help solve the problem. Ticket Analysis with the report from Freshdesk. Customize the ticket fields and much more.

Pros

  • Automation of Queue
  • Customised Dashboard
  • Customisation of ticket
  • System Generated and Custom Trend Analysis

Cons

  • Dashboard has provision to take 5 types of customer queue in a single dashboard.
  • Filter out list of tickets to execute the bulk action which need to be improved.
  • Forecast ticket traffic by AI System to give predictions to the User to work on the resources.
  • Freshdesk has revised the Cost for their plans which is higher 2X higher for SMB
  • Effective Delivering value to the customer as per Business SLA
Migration of Cross Application implementation is easy and faster. To name some; Slack Jira and So on. 3rd party application allow you to create, update tickets responses and status of the tickets.
Not much experience with this.
- Zendesk vs Freshdesk is similar but FD is better than zendesk. - SF vs Freshdesk cost is almost ok but got better contacts in FD to begin with. - Siebel vs Freshdesk UI challenge are easier than Siebel. - Jira vs Freshdesk Cost effective than Jira.

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Yes

Did Freshdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Convenient and user-friendly application to manage Customer's tickets. Flexible to set the SLAs on every customer onboarded to the support team. Friendly reports to do the trend analysis. Automate ticket responses, follow-ups, and Ticket fieldset, and schedule multiple reports, and much more. Customized Dashboard to see the dedicated customer queue.

Freshdesk Feature Ratings

Organize and prioritize service tickets
8
Ticket creation and submission
8
Ticket response
8
External knowledge base
7
Internal knowledge base
7
Customer portal
7
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
8

Using Freshdesk

25 - - Customer Account Manager: Feature/Enhancement Request Handling.
- Product Support Engineer: Ticket Handling.
- Technical content writer: People who manage the content of the product and solution documents.
18 - - Technically Strong people.
- Product Knowledge People.
- Automation People to handle Integration and automating things in Freshdesk
  • Customer Issue Handling
  • Trend Analysis to identify area of improvement.
  • Transparency with customer
  • Slack Integration, I can convert conversation into tickets to measure the efforts
  • Jira Integration, I can create tickets to engineering and Product directly for anything
  • Sales
  • Marketing
  • Community Forum
Comfortable
Ease of use
Dedicate the Queue on Customer wise
Dedicate the Queue on Product wise
Automate reports
Automate tickets related activities

Evaluating Freshdesk and Competitors

  • Scalability
  • Integration with Other Systems
  • Ease of Use
Friendly on the following,

- Contacts Manage
- Solution Page Manage
- Customized Dashboard
- Automate Ticket Fields, Reports, Responses, follow-ups, and so on.
- Easy to Manage and friendly to understand.
I validate the feature difference and how important to my business for better customer experience to fasten the resolution.

Freshdesk Implementation

  • Ticket creation issue
  • Acknowledgement to Ticket reporters

Freshdesk Training

Definitely Friendly and I was first time user when I took the Freshdesk application to the business.

Configuring Freshdesk

Its easy as you have Videos, tutorial reference to get the learnings.
Refer Freshdesk Tutorial to set up quickly.
No - we have not done any customization to the interface
No - we have not done any custom code
Wdiget tool implementation to my product which was easy to add it to my product code.

Freshdesk Support

Responses are prompt and good support experience.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, I didnt need them because of my need and the purpose of business. I will get in future once i scale largely.
I received Good Support when the Admin of the Freshdesk account left the company that I work for. To get the access of Admin, need to go through some verification process but the support was good.

Using Freshdesk

Im using the Freshdesk everyday for ticket analysis, Escalation handling, automation things.
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Ticket Customisation and Automating the responses
  • Scheduling the reports
  • Automate ticket field set
  • 2 Different CRM tool to integrate is difficult without 3rd party

Freshdesk Reliability

It's easy to set it up to different team and enable the flow for them.
Once I had a response outage but it was well-communicated and solved quickly without interrupting my customer issue handling.
- Application Performance is completely cool
- Reports are processed in a reasonable time.
- May firewall or SSO implementation might have some challenges of ticket creation in freshdesk.

Integrating Freshdesk

It was very easy to integrate slack and Jira. reference Tutorial was good informative to be self.
  • Slack
  • Jira
- Never difficult. - New ticket creation from slack and update the ticket comments along with status. - special commands to create a tickets from slack.
  • Another CRM tool: Service Now
  • Custom API that was used to monitor my product performance and health.
I dont know
  • Single Signon
  • API (e.g. SOAP or REST)
  • Javascript widgets
Not sure
Refer the tutorial for better integration experience.

Relationship with Freshworks Inc

Good Experience in terms of prep to the client sales calls.
Definitely easy to work with vendor.
Yeah to some extend
It looks cool right now.

Upgrading Freshdesk

  • Admin page has become organised
  • Previous licence holder account access in the deleted bucket to disable anything scheduled as a report to anyone.
Yes - I was looking for more features to handle tickets and to speed up the resolution.

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