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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 |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| 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.
It was my first time using this platform and I am constantly needing support on how to navigate the tool and I am very happy and pleased with the customer service they have provided me so far! All of them are so helpful starting from Jagadeeshwaran, Jeromia, Sandhiya, Deep, Manoj, Dharanidharan, Sushil and Jim! Exceptional service!! I have provided names because I know how important providing commendation and please know that I am grateful for your support and patience.
None so far. The tool is user-friendly and besides, you have the customer support to assist you. Superb!
I am having issues issues in creating automation but as soon as I was able to create them with CS help, everything goes smoothly and it is like a walk in the park.
All tickets managed properly. Easy to search.
Well, till now i have not found anything which i can i dont like it.
It is very benecicial for me. Freddy is helping me a lot with my professional emails.
Intuitive and user-friendly interface Powerful ticketing system with automation Multi-channel support for seamless customer interactions Robust knowledge base creation and management Customization options for branding consistency Comprehensive reporting and analytics Scalable to accommodate growing support needs Extensive integration possibilities
Pricing Structure, Limited Advanced Reporting, Lack of Some Advanced Features, Limited Native Integrations, Customer Support Responsiveness, Limited Native Integrations
Freshdesk solves challenges associated with efficient ticket management, automation, consistent multi-channel support, knowledge base creation, customization, data analysis, scalability, and integration. By addressing these problems, Freshdesk empowers businesses to provide exceptional customer support, enhance customer satisfaction, and streamline support operations.
Being able to integrate emails, live chats, phone calls, etc. all into a single platform that it's easy to use and navigate.
I believe something i don't like about Freshdesk is the support for multi-organizations, which is there - but there's room for improvement.
Before using Freshdesk, our agents have been using several email clients to access all of our customer care emails, while now, they are only using Freshdesk, so it is a huge benefit for our company.
Freshdesk helps to maintain the consolidated list of tickets received and helps to track with the live status and helps us close the tickets. Very easy to re-assign if required within the team or cross teams.
Like everything about the tool and have everything required.
Maintaining and tracking the issues or queries received from the clients. Help us to audit and improve customer support and SLA's.
Excellent user interface, easy to use and configure.
It's good to have API integrations in the software.
Tracking cx esclations and issues.
Canned responses is helpful adding priority also helps cateogrize work a bit better.Ticket assignment and SLA monitoring helps avoid escalations which really does help.
having the access to send emails from another user's email ID.I should not have the access to send emails from others email ID.The canned responses section doesn't alloow searching for responses anymore and i have to switch to the next page.
Canned responses is helpful adding priority also helps cateogrize work a bit better.Ticket assignment and SLA monitoring helps avoid escalations which really does help.
Clutter free, user friendly and intuitive user experience. It is indeed a great tool to help you with keepin trak of request flows on the helpdesk
It is a very powerful tool, couldn't see any downsides
Helping keep track of all customer emails and ensuring resolution is provided within the defined SLA
User-Friendly Interface: Intuitive and user-friendly interface to facilitate ease of use for both agents and customers. Mobile Accessibility: Mobile-friendly interface or dedicated mobile app for agents to manage tickets on the go.
NA, This is an awesome product. Can also do better in integrating with other systems as well for a better user experience, rather than switching between multiple sits.
SLA Management, Ticket History, Ticket Notifications, Ticket Escalation,Ticket Prioritization
I like the best Freshdesk is the interface and way it's designed to handle emails and resolve in a easier way. It's a must needed office tool to complete all the customer's queries under one platform :)
Nothing much because it's an amazing tool to all who would liked to handle the customer queries. You can add a feature to login through the mobile number that's all.
All my emails are under one platform and I can easily assign them to my fellow tem members and also monitor the ticktes. This will help me to reslove the queries on the and keep up the SLA.