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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.
Easy to navigate, simple to use. Quick and reponsive support.
Sometimes it takes too long to uodate tickets.
I cannot point an issue
Freshdesk is very intuitive and user friendly, everything works flawlessly and with almost no bugs and hick ups.
Nothing that I can type in from the top of my head.
It's solving the company needs for ticket logging and it helps be with reports and following KPIs.
It is very easy to use. It has a lot of usefull features. The interface is user friendly and easy to navigate. There is virtually no downtime. Support has been excellent and timely.
There should be more integrations such as Vonage AI and ChatGPT and other AI tools. I would like to see more user friendly app development tools that you can use from scratch.
It is a all in one package where our team can diagnose, service and troubleshoot our customer's issues and questions. This software helps with keeping our customers happy.
It's a super user friendly website that is easy to navigate and train new users on. I love the ability to have a dashboard that keeps track of tickets per user, ratings on tickets, different ticket status, and you are able to utilize a 'round robin' feature to ensure that tickets are evenly distributed amongst a team.
I haven't found any roadblocks or hiccups with the current system yet, all seems to be working well for our need for the site!
Organization and time management of tasks, keeping track of projects and deadlines within a team (and sub-team) role within our department, the ability to create internal notes on tickets without alerting the requester, the ability to automate specific tasks to make it easier on the internal user and the ticket requester as well.
Easy to Write and Send Emails!!! Formattting Options are available.
Sometimes - the images that we add - they don't get parsed - it shows the parsed failed and we need to add the images again which is a time taking process.
Easy way of Sending Emails and keeping a Track of all.
Ease of use. Customer able to add tickets
I would prefer an app that doesn't charge as much for each user.
Service call
It allows us to seamlessly move emails from department to department without having to forward. This saves time and clears up the email trails.
refreshing a tab kills the call. Not fully thought out.
All communication is now in one place, we have an easy way to keep emails whatsapp and calls in one package.
Easy to navigate and makes managing your workload so much more efficient.
The only thing I don't love about freshdesk is not being able to do a bulk BCC email in there
Don't miss communications and share workload accordingly.
I have been working on Freshdesk for the past few years and it's a fantastic tool to handle emails and resolve customer queries. Downloading reports is quick as flash. Kudos to the team
I didn't find anything lacking in Freshdesk, It's a user-friendly tool to complete all your office work tasks and learn more. One suggestion where you can add spell check in Freshdesk makes life easier.
Easy tool to work on emails, see our individual performance and monitor teams' performance. It's been a fantastic tool so for that I have worked on and I love it and also recommend it to my fellow business partners.
Easy to follow up on open tickets, helps in keeping track of the email thread, and resolves customer complaints. I like the feature where we are able to set priority depending on the issue types.
Unable to add a new recipient on the email thread. cannot mention "@" or "+"recipient
Helps in keeping all the complaints in one place