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Freshdesk Reviews & Product Details
Freshdesk (formerly Freshcaller) is a cloud-based solution to improve a business’s customer service experience in the most cost-efficient way possible. With Freshdesk, users can deploy a flexible and smart contact center in a few steps, with zero phone hardware. Powerful features include multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes without compromising your customer experience.
| Company | Freshworks |
|---|---|
| Year founded | 2010 |
| Company size | 5001-10,000 employees |
| Headquarters | San Mateo, California |
| Social Media |
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| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Freshdesk Pros and Cons
- There’s a free plan available
- Freshdesk uses powerful Freddy AI for its conversational chatbot
- You get access to high-quality website widgets like forms, personalized content, and click detection
- Some key features like AI are only available on the most expensive plan.
Compare Freshdesk with other popular tools in the same category.
its a tool, that let us to combine the Level 1 team with other teams like N2 and specialist, and attend for multiples inputs
I cant assing to multiple teams to tickets
I one only app to attend all tickets by varios means
A very simple and easy-to-use Ticketing Tool. Being an administrator and an agent the tool is very simple to understand and configure, especially the automation of tickets.
The software doesn't have any negative points except that the Knowledge-Based Section can be improved and if there would have been a option to customize the dashboard as the agent requirement.
The Freshdesk portal is used by the Developers. They raise tickets based on their requirements and needs. They raise it even when they are blocked or having issues on performing their daily activities. As the Freshdesk is used by the IT Department, the developers are restricted to few use.
It's a super easy tool to implement and deploy. It connects well with our internal tools like Atlassian.
I really dislike the chat function, this could be so much better. I would love to have really strong integration with Intercom which is really innovating.
It helps us organize the inflow of customer and prospect requests. It saves us time in building targeted response plans and allows us to organize defects.
We're a busy digital agency, and FreshDesk allows us to manage all our client support questions and issues in a single place. We can discuss internally and track tickets to ensure we're providing timely, accurate support for our clients.
I've been using FreshDesk for 5+ years and have no complaints or issues at all.
We used to answer all client questions via our regular email inboxes. This was obviously not scalable, and also not trackable in terms of response times, status, etc. FreshDesk is our collaborative inbox where we manage all our support tickets, and it's changed how we operate as an agency.
Freshdesk nos ajudou a organizar os atendimentos de clientes de forma que pudessemos manter controle sobre os processos a serem realizados, também permitiu aos nossos clientes ter controle sobre suas solicitações.
A única coisa que temos problemas é a maneira como as threads e trocas de emails ficam estruturadas, não existe uma continuidade então as conversas ficam confusas.
Freshdesk resolve nossa organização e ajuda a priorizar as tarefas a serem executadas para cada cliente, como temos uma alta demanda, conseguimos organizar os atendimentos por clientes e ter uma visão clara dos processos a serem realizados.
The amount of features this help desk solution offers is outstanding, and all of its free integrations. The pricing is absurdly low as well. For any Small to medium business, this will perfectly work for a helpdesk solution.
The only downside I can even think of is that the UI for both user- and agent-facing sides is not very customizable.
We needed a basic helpdesk ticketing system to keep track of requests to the IT department in our medium-sized company with an IT team of two employees.
One of my favorite things is being able to mark my time, both in real time and to edit it.
Los reportes de tiempo no se visualizan de manera correcta.
They are a system company, so freshdesk is used by the support desk, tickets are created for every incident or help that customers need. It helps us to have control over user time, task status and ticket creation time.
Automations Groups FreshChat Links to emails
FreshChat unable to initiate chats with users first
Customer and Client query management
The ticket tracking and note section make looking up information a snap!
There isn't anything I would change with this sytem.
This system helps keep all communication in one place, and the notes section allows you to put notes concerning phone conversations or messages about an issue. This helps keep everyone on the team on the same page
What I like most is the visibility of the customer journey and ticket history. Track how often the customer has been engaged and the service history of service incurred.
So far, need to improve the dashboard facing. Recommended to have it visible to all internal users regardless of access status especially on the floating tickets and number of open.
visibility on the issues and concerns that helps improve the customer service of aftermarket. Also, this Freshdesk help address the concerns of BP on the part material code needed as it is already included on the system features.